Eucalyptus
Quality Specialist - Medical Support (Day Shift)
Manila, Manila, Philippines. Posted a month ago
The role
You will safeguard clinical quality by auditing patient-facing Medical Support interactions across phone, email, and chat. You will own the clinical scoring framework, identify clinical risks, and provide coaching recommendations to improve care.
What you will do
- Audit patient-facing Medical Support interactions across phone, email, and chat
- Assess experience quality and clinical quality
- Maintain audit documentation for regulatory scrutiny
- Own and improve the clinical QA scoring framework
- Run calibration sessions with stakeholders
- Identify and escalate clinical risks and unsafe patterns
- Produce weekly clinical QA reporting and insights
- Review and maintain Medical Support macros, templates, and workflows
- Partner with Learning and Knowledge Management to design clinical training
- Collaborate with Process Specialists to improve turnaround times and safety
Required qualifications
- 3–5 years of post-qualification clinical experience
- At least 2 years in a clinical quality, clinical governance, safety and quality, audit, accreditation, or incident review capacity
- Clinical qualification and background as a registered nurse, midwife, pharmacist, paramedic, or allied health professional
- Experience auditing clinical care or clinical documentation
- Analytically capable with comfort in spreadsheets and reporting tools
- Based in Metro Manila
Nice to have
- Telehealth or a fast-paced healthcare environment experience
- Experience with adverse event review, root cause analysis, or accreditation frameworks
- SQL or dashboard experience
Benefits
- Wellness budgets
- Social clubs
- Hybrid work arrangement
- Learning budgets
- Conferences
- Certifications
- Peer shadowing
- Comprehensive health coverage including up to 2 dependents
- Vacation leave
- Sick leave
- Parental leave
- 13th-month pay, statutory benefits, and transport allowance
About the company
Eucalyptus is a consumer healthcare platform supporting millions of patients globally. They have joined Hims & Hers to deliver personalised care across dozens of countries.