Service Delivery Agent at Wellahealth

Job Summary

• The Service Delivery Officer ensures timely, efficient, and accurate processing of telemedicine/acute and chronic and pharmacy service requests within set Turnaround Time (TAT) targets.
• The role involves coordinating between HMOs, pharmacies, and enrollees, tracking service workflows, resolving escalations, and ensuring that every request is fulfilled in line with WellaHealth’s service standards and partner agreements.

Key Responsibilities

Request & Workflow Management

• Receive and process telemedicine and pharmacy requests on the service portal in real time.
• Ensure all requests are attended to within the 30–60 minute TAT, depending on category (Acute, Chronic, or Tele).
• Reassign, cancel, or reprofile requests appropriately based on enrollee or pharmacy feedback.
• Update request status promptly on all internal tools (e.g., portal, /Cliq, CRM).
• Follow up with pharmacies to confirm medication availability and pick-up readiness.

Communication & Coordination

• Liaise professionally with HMOs, pharmacies, and enrollees to resolve issues quickly.
• Provide clear updates to HMOs when a request is delayed or requires rerouting.
• Maintain smooth communication with internal teams (Customer Success, Tech, and Claims).
• Handle inbound and outbound calls, WhatsApp chats, and emails with courtesy and accuracy.

Must-Haves:

• Be proficient in using Microsoft office tools, and simple technology
• Have experience in processing data
• Have a head for numbers and be meticulous
• Be a team player 
• Have excellent people skills 
• An ability to de-escalate situations
• A fast learner who can think in high-paced, high-pressure situations
• An eye for spotting opportunities in daily tasks and user experience 
• Driven, motivated, and prone to take action (Investigate, Validate, Respond)
• Prior experience in customer service, service delivery, fulfillment, or pharmacy-related roles is an added advantage.