Clinical Quality Analyst, Manila (Day & Mid-Shift Support)

Hammerjack Pty Ltd; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

Eucalyptus is seeking a Clinical Quality Analyst to safeguard the clinical quality of every patient-facing Medical Support interaction.

You will audit interactions across phone, email, and chat with a patient-first and clinical-safety lens; own the clinical scoring framework and keep it calibrated and trusted; and turn what you find into coaching recommendations, macro and workflow corrections, and training that measurably improves care.

Qualifications

• Experience in clinical governance or QA in healthcare.

Responsibilities

• Audit patient-facing Medical Support interactions across phone, email, and chat.
• Assess experience quality and clinical quality in interactions.
• Deliver representative audit coverage across channels and teams.
• Maintain complete audit documentation for regulatory scrutiny.
• Improve the clinical QA scoring framework and calibration.

Skills

Clinical QA

Auditing

Regulatory knowledge

Job description

About Eucalyptus

We're on a mission to make good health last a lifetime. More than 1 billion people live with obesity worldwide, driving preventable chronic conditions. We're here to build better long-term care.

Eucalyptus is now part of Hims & Hers, the global leader in personalised health and wellness.

Euc is the company behind Juniper, one of the world's largest weight-management programs combining GLP-1 medication with personalised nutrition, movement support, and clinician-led care from prescribers, nurses, health coaches, pharmacists, and dietitians. Our published clinical research shows that our combined clinical and behavioural approach helps patients lose significantly more weight during their treatment with Juniper by four times.

Our Growth Story

• Supporting patients living with obesity across our 5 markets
• Received selective NICE endorsement to provide services to the NHS
• Tailored our offering to thousands of patients in Australia, the UK, Germany, Japan and Canada.

About The Role

We are looking for a Clinical Quality Analyst to safeguard the clinical quality of every patient-facing Medical Support interaction at Eucalyptus. Our Medical Support teams handle some of the most sensitive conversations in the business — severe side effects, hospitalisations, mental health presentations, eligibility decisions, and patients who are not seeing results. This role exists to make sure those conversations are consistently safe, accurate, empathetic, and clinically sound as we scale across markets.

You will audit interactions across phone, email, and chat through both a patient-first and a clinical-safety lens; own the clinical scoring framework and keep it calibrated and trusted; and turn what you find into coaching recommendations, macro and workflow corrections, and training that measurably improves care. When you find a clinical risk, you will escal​ate it — quickly, clearly, and without waiting for a reporting cycle.

This is a role for someone who has worked clinically and then found they were drawn to the systems question: not just was this patient looked after, but why did this go wrong, how often, and what needs to change. You might come from clinical governance, safety and quality audit, incident review, accreditation, or a clinical QA function in a hospital, pharmacy, or health service — or you might be a clinician who has been doing this work informally and wants to do it properly. This role reports to the Manager, Quality, Training & Process Excellence and sits deliberately outside the teams it audits.

If you are clinically sharp, rigorous about evidence, comfortable telling people what you found, and motivated by making care measurably safer at scale — this role is for you.

What You'll Be Doing

Clinical Quality Auditing

• Audit patient-facing Medical Support interactions across phone, email, and chat — escalation, discovery, eligibility and Medical Support calls, side‑effect queues, pre‑approvals, and formal patient check‑ins
• Assess both experience quality (tone, empathy, clarity, de‑escalation) and clinical quality (accuracy of information, appropriateness of advice, safety‑netting, documentation, escalation decisions)
• Deliver audit coverage at a frequency and sample design that is genuinely representative across every channel, queue, and team member
• Maintain audit documentation that is complete, defensible, and stands up to regulatory scrutiny

Scoring Framework & Calibration

• Own and improve the clinical QA scoring framework, including clinical criteria, weightings, and the definition of a critical clinical error
• Run