Quality Specialist - Medical Support (Day Shift)

About the role

Eucalyptus, a consumer healthcare platform, is looking for a Clinical Quality Analyst (Quality Specialist) to safeguard the clinical quality of every patient-facing Medical Support interaction. The role audits phone, email and chat interactions for safety, accuracy and empathy, owns the clinical scoring framework, escalates clinical risks and turns findings into coaching, workflow and training improvements. It reports to the Manager, Quality, Training & Process Excellence and sits outside the teams it audits. The position is based in Metro Manila, with hybrid work 2-3 days per week at the Makati hub.

Key responsibilities

• Audit patient-facing Medical Support interactions across phone, email and chat, assessing both experience quality and clinical quality, and keep audit documentation complete and defensible
• Own and run calibration sessions for the clinical QA scoring framework, keeping it aligned to clinical protocols, formulary and market regulations
• Identify clinical risks and errors, escalate them promptly, and distinguish coaching moments from safety events
• Produce weekly clinical QA reports with trends, error themes and coaching and training recommendations
• Review and maintain Medical Support macros, templates and workflows, and partner with Process & Knowledge Specialists so approved changes reach the Knowledge Hub and training
• Design and deliver clinical training with Learning & Knowledge Management, and give Team Leads evidence-based coaching recommendations
• Use clinical QA data in process and automation discussions to improve turnaround times without eroding quality
• Share patient insight, sentiment trends and safety themes with Operations, Clinical Operations, Product and Care teams

Required profile

• 3-5 years of post-qualification clinical experience, with at least 2 years in clinical quality, governance, audit, accreditation or incident review; telehealth or fast-paced healthcare is a strong plus
• Clinical qualification such as registered nurse, midwife, pharmacist, paramedic or allied health professional
• Experience auditing clinical care or documentation, and preferably adverse event review, root cause analysis or accreditation frameworks
• Analytical, direct and constructive, with sound judgement on risk and independent, self-directed work style

Required skills

• Comfortable in spreadsheets and reporting tools
• SQL or dashboard experience is a bonus

What we offer

• Wellness budgets, social clubs and hybrid work arrangement
• Learning budgets, conferences, certifications and peer shadowing
• Health coverage (up to 2 dependents), vacation, sick and parental leave, 13th-month pay, statutory benefits and transport allowance