Customer Care and Quality Assurance Specialist

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 escalate 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!