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Eucalyptus (now part of Hims & Hers) is a digital healthcare company focused on obesity and weight management through its Juniper program, which combines GLP-1 medication with personalized nutrition, movement support, and clinician-led care. The company operates across five markets (Australia, UK, Germany, Japan, Canada) and is scaling rapidly toward supporting 1 million patients globally.
As Clinical Quality Analyst, you will safeguard the clinical quality of every patient-facing Medical Support interaction. You will audit interactions across phone, email, and chat through both a patient-first and clinical-safety lens, own the clinical scoring framework, and turn findings into coaching recommendations, macro corrections, workflow improvements, and training that measurably improves care. When you identify clinical risk, you will escalate it quickly and clearly without waiting for reporting cycles.
Key responsibilities include:
**Clinical Quality Auditing**: Audit patient-facing Medical Support interactions across all channels (escalation, discovery, eligibility calls, side-effect queues, pre-approvals, formal check-ins). Assess both experience quality (tone, empathy, clarity, de-escalation) and clinical quality (accuracy, appropriateness of advice, safety-netting, documentation, escalation decisions). Deliver representative audit coverage across channels and team members. Maintain complete, defensible, regulatory-scrutiny-ready documentation.
**Scoring Framework & Calibration**: Own and improve the clinical QA scoring framework including clinical criteria, weightings, and critical error definitions. Run calibration sessions with Team Leads, Senior Medical Support Associates, and clinical stakeholders. Keep the framework aligned to current clinical protocols, formulary, and market-specific regulatory requirements.
**Clinical Risk Identification & Escalation**: Identify clinical risks, recurring errors, and unsafe patterns. Distinguish between coaching moments, systemic quality issues, and reportable clinical safety events. Partner with Clinical Operations and Clinical Insights on findings indicating patient harm, near-misses, or protocol gaps.
**QA Reporting & Insight**: Produce weekly clinical QA reporting covering scores, trends, clinical error themes, and coaching/training recommendations. Analyze QA results alongside ticket quality, error rates, escalation volumes, patient satisfaction, and clinical incident data. Make reporting insight-led with clear narratives on what to focus on and why.
**Clinical Content Assurance**: Review and maintain Medical Support macros, templates, and workflows to ensure clinical content stays accurate, current, and compliant across markets. Drive correction of clinically out-of-date or unsafe content. Partner with Process & Knowledge Specialists on implementation.
**Training & Coaching Partnership**: Partner with Learning & Knowledge Management to design and deliver clinical training that closes audit-revealed gaps. Provide structured, specific, evidence-grounded coaching recommendations to Team Leads. Measure training impact through subsequent QA outcomes.
**Process Improvement & Automation**: Bring clinical QA data into process and automation discussions. Collaborate with Process Specialists and Senior Medical Support Associates to close gaps and improve turnaround times without eroding clinical quality. Track and report clinical quality impact of implemented changes.
**Cross-Functional Collaboration**: Capture and synthesize clinical patient insight, sentiment trends, and safety themes from the frontline. Share findings proactively with Operations, Clinical Operations, Product, and Care partners. Ensure both patient voice and clinical view are represented in quality, process, and product discussions.
You will be based in Metro Manila and work 2–3 days per week at the Makati hub as part of a hybrid model, with working hours aligned to AU and UK teams.
**Requirements**:
- 3–5 years of post-qualification clinical experience, with at least 2 years in clinical quality, clinical governance, safety and quality, audit, accreditation, or incident review capacity. Telehealth or fast-paced healthcare environment experience is a strong plus.
- A clinical qualification and background: registered nurse, midwife, pharmacist, paramedic, or allied health professional. You must have practised and bring real clinical judgement rather than checklist-based thinking.
- Experience auditing clinical care or clinical documentation: you have reviewed cases against a standard, formed a view, and defended it. Adverse event review, root cause analysis, or accreditation framework experience is highly valued.
- Analytically capable: you turn patterns across multiple audits into clear, evidenced recommendations. Comfortable in spreadsheets and reporting tools; SQL or dashboard experience is a bonus.
- Rigorous and detail-oriented: you notice missing safety-nets, undocumented escalations, and advice that is almost right.
- Direct and constructive communication: you can deliver difficult feedback to Team Leads in a way that is specific, fair, and actionable. You separate finding from person.
- Sound judgement on risk: you distinguish between coaching moments and safety events, and escalate urgent findings immediately.
- Independent and self-directed: you design your own audit plan, hold yourself to coverage targets, and do not need to be chased.
- A genuine collaborator who works across Medical Support, Clinical Operations, Learning, and Process teams, sharing findings early.
- Patient-first orientation: every audit, score, and recommendation is anchored in what is safest and best for the patient.
