Customer Care and Quality Assurance Specialist

Clark Outsourcing; United States; Remote; USD 8,300 - 11,000; Full time

Benefits offered by this job

HMO with prescription coverage

13th-month pay

Retirement benefits

In-office swimming pool

Job summary

Clark Outsourcing is seeking a Registered Nurse to provide after-hours clinical support and call handling from a remote setting. This role coordinates scheduling for nurses and CNAs, ensuring timely responses and proper documentation per HIPAA.

Travel opportunities to the US, UK, and Australia are available for staff rotation. Responsibilities include clinical guidance within scope, escalation of complex cases, and maintaining staffing calendars.

Qualifications

• RN license or compact state RN credential.
• Experience providing clinical guidance within nursing scope.
• Experience in scheduling, staffing coordination, or healthcare ops.

Responsibilities

• Answer after-hours calls and provide direct support.
• Document calls and actions in the ABS log.
• Provide clinical guidance per protocols.
• Assess urgency and escalate to Nursing Director when needed.
• Assist scheduling nurses, caregivers, CNAs, and replacements.
• Identify internal staff coverage before using staffing agencies.
• Review candidates and coordinate shift assignments.

Skills

RN qualification

Scheduling coordination

Communication

Documentation

HIPAA compliance

Healthcare operations

Education

RN License

BSN

Tools

Healthcare docs systems

Scheduling tools

Job description

Position Title: Customer Care and Quality Assurance Specialist

Work Set Up: Work From Home

Schedule: 11:00 AM - 8:00 PM PHT

Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark, Pampanga

Quick Rundown:

The After-Hours Clinical Support Nurse provides after-hours nursing support, clinical guidance, call handling, and care coordination for the client’s daily operations. The role serves as the primary point of contact for incoming calls during the client’s designated after-hours period, replacing the existing answering service.

The position combines clinical nursing knowledge with scheduling and administrative responsibilities to help ensure continuity of care, timely responses to inquiries, accurate documentation, and efficient management of staffing changes. The nurse will work closely with the client’s clinical leadership and care team, escalating clinical concerns and situations that require additional authority or intervention.

What You’ll Do:

• Answer incoming calls during the client’s designated after-hours period and provide direct call handling and appropriate support.
• Document calls, inquiries, actions taken, and follow-up requirements in the client’s ABS call logger.
• Provide clinical guidance to nurses calling with questions or concerns, within the scope of nursing practice and the client’s established protocols.
• Assess the urgency of clinical inquiries and elevate serious, uncertain, or complex situations to the Director of Nursing or designated clinical supervisor.
• Assist with scheduling nurses, caregivers, and Certified Nursing Assistants (CNAs), including responding to call-offs and coordinating replacements.
• Identify available internal staff to cover open shifts and use ShiftKey only as a last-resort staffing option.
• Review available candidates based on credentials, availability, and reliability, then coordinate shift assignments and communicate location and assignment details.
• Update scheduling calendars, maintain staffing records, and communicate unresolved coverage gaps to the appropriate client representative.
• Perform additional administrative and care coordination tasks during periods of low call volume.
• Handle client, employee, and patient information in accordance with confidentiality, privacy, security, HIPAA-related procedures, and approved system-access protocols.

What We’re Looking For:

• Registered Nurse (RN) qualification and relevant nursing experience, as required by the client.
• Ability to provide clinical guidance within the nurse’s scope of practice and established client protocols.
• Experience or demonstrated ability in scheduling, staffing coordination, or healthcare operations.
• Strong communication, documentation, organization, and problem-solving skills.
• Ability to assess inquiries, recognize situations requiring escalation, and coordinate timely follow‑up.
• Familiarity with healthcare documentation systems and scheduling tools is an advantage.
• Ability to handle sensitive information responsibly and comply with confidentiality and security requirements.
• Ability to work independently while coordinating effectively with the client’s clinical leadership and care team.

Why You'll Love Joining the CO Fam!

At Clark Outsourcing, we're redefining what it means to work in a BPO. This isn't your regular office setup - it's where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise you'll have to experience it yourself to believe it.

Here's what's in store for you:

Health and Welfare Benefits: HMO with prescription coverage, SSS, PhilHealth, Pag-IBIG, 13th-month pay, retirement benefits, and more.

Beyond Work: Enjoy our in-office swimming pool (lowkey flex!), CO Club gaming lounge, CSR involvement through CO Stars, scholarship programs, and access to CO Academy for growth.

Travel Opportunities: We send at least 20 staff per year to visit our clients in the US, UK, and Australia, giving you international exposure and experience.

Leave Benefits: Paid holidays, Earned PTO on your first month, Wellness leave (no questions asked), plus special leaves like bereavement, parental leave, and Magna Carta leave.

Extra Perks: Salary loans up to PHP 1M (via BPI), CO Swag Bag, birthday and anniversary tokens, and our COol & flexible workplace.

Growth and Recognition: Yearly performance appraisals, career advancement programs, CO League events, and guidance from our amazing Coaches!

At CO, it's not just about work - it's about loving where you work. Ready to experience the best workplace ever? We can't wait to welcome you to the team!

Originally posted on Himalayas