Key Responsibilities & Operational Scope

In this position at Eucalyptus, your primary deliverables and day-to-day focus areas include:

• 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

Candidate Profile & Required Qualifications

To succeed in this role, Eucalyptus is seeking candidates who possess the following credentials, competencies, and mindset:

• Clinical Risk Identification & Escalation
• Identify clinical risks, recurring errors, and emerging unsafe patterns, and escalate them through the defined clinical escalation path
• Distinguish clearly between a coaching moment, a systemic quality issue, and a reportable clinical safety event — and act on each correctly
• Partner with Clinical Operations and Clinical Insights on any finding indicating patient harm, a near-miss, or a protocol gap
• Produce weekly clinical QA reporting covering scores, trends, clinical error themes, and specific coaching and training recommendations
• Analyse QA results alongside ticket quality, error rates, escalation volumes, patient satisfaction, and clinical incident data to surface patterns worth acting on
• Make reporting insight-led — a narrative that tells stakeholders what to focus on and why
• Clinical Content Assurance
• Review and maintain Medical Support macros, templates, and workflows so the clinical content within them stays accurate, current, and compliant across markets
• Drive correction of anything clinically out of date or unsafe, confirming the right clinical position with Clinical Operations
• Partner with Process & Knowledge Specialists so approved changes land in the Knowledge Hub and in training, not just in the macro library
• Training & Coaching Partnership

Workplace Culture, Mentorship & Benefits

Eucalyptus fosters a high-autonomy, patient-first culture backed by the scale of Hims & Hers:

• Euc is also behind a growing family of digital healthcare clinics (Pilot, Kin, Software, Compound) across men’s health and well-being, fertility, skincare, and preventative health.
• What’s next – Our goal for the next three years is to support 1 million patients globally to live better for longer. We’re launching into new conditions, demographics, and geographies as we build a truly preventive healthcare ecosystem.
• Build something world-changing – We’re on the path to becoming the world’s largest international digital healthcare company. It will be challenging, fast-paced, and deeply rewarding.
• Make real impact – You will deliver work that directly shapes patient outcomes and scales evidence-based care across markets.
• Accelerate your growth – You will have high ownership, continuous feedback, and dedicated development support.
• Join a motivated team – You will collaborate with talented peers to solve complex clinical and operational problems at scale.

Remuneration & Transparency

Competitive Philippine market package including HMO coverage from Day 1, night differential (where applicable), and leave entitlements.