Clinical Operations Specialist

1 day ago

Iloilo City, Western Visayas, Philippines beBeeCare Full time ₱1,000,000 - ₱1,500,000
Job Description:

Serving as a key clinical operations representative for enterprise clients in assigned regions, you will be responsible for delivering exceptional clinical services across onsite and virtual channels.

Key aspects of the role include providing case management, maintaining service quality, and overseeing regional clinicians to ensure seamless delivery of services.

  1. Client Management & Reporting (30%)
  • Act as the primary clinical point of contact for assigned enterprise clients.
  • Deliver high-quality monthly clinical reports and insights.
  • Track Service Level Agreements (SLAs) and address any gaps or risks proactively.
  • Attend client-facing meetings, facilitate escalations, and lead regular reviews.
  • Support solutioning for special projects such as Return-to-Work initiatives, critical incidents, and program deployments.
Clinical Service Oversight (30%)
  • Ensure clinician rosters are filled and services delivered on time across onsite and virtual channels.
  • Manage transitions, escalations, and referrals for high-risk or complex cases.
  • Monitor clinical quality benchmarks for delivery operations, helpline, care navigation, and counselling teams.
  • Co-develop and localise Standard Operating Procedures (SOPs) for country-specific delivery requirements.
  • Coordinate various teams to refine workflows and client-facing experiences.
Clinician Management & Quality (30%)
  • Manage a team of clinicians, including counsellors and psychologists, providing guidance and developmental feedback.
  • Monitor session quality, flag performance issues, and provide actionable feedback.
  • Conduct orientation and operational onboarding for new clinicians.
  • Align clinicians with internal clinical policies, ethics, and SOPs.
  • Coordinate reflective practice, peer case discussions, and alignment to organisational goals.
  • Provide Clinical Supervision in group and individual settings.
Cross-Functional Collaboration & Projects (10%)
  • Collaborate with other teams on improvements to service experience and workflows.
  • Contribute to new program planning, pilot rollout, or clinical enhancement projects.
  • Engage in cross-country best practice exchange and maintain regional alignment.
Required Skills & Qualifications:
  • Master's Degree (or equivalent) in Counselling, Clinical Psychology, or related mental health disciplines.
  • Professional registration with a relevant counselling/psychology board.
  • At least 3–5 years of post-graduate clinical experience.
  • Demonstrated experience in clinical operations, client relationship management, or case management.
  • Experience managing clinicians, preferably in a B2B, hospital, or EAP setting.
  • Ability to balance clinical quality and client satisfaction.
  • Proficient in creating reports, analysing trends, and translating insights into actionable improvements.
  • Comfortable working cross-functionally with commercial, tech, and product teams.
  • Strong written communication and SOP drafting capability.
  • Comfortable working autonomously, in a hybrid or remote setup, and travelling for client needs.

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