We're the world's leading consumer healthcare platform, supporting millions of patients across the US, Australia, the UK, Germany, Japan, Spain and Canada.

We're driven by the belief that good health should last a lifetime, and that to get there we need to deliver the personalised, high quality and empathetic care that the traditional system cannot support.

You'll partner with our care teams of prescribers, nurses, health coaches, pharmacists and dietitians to support patients across preventative health, weight management and specific women's and men's health conditions.

We joined Hims & Hers so that you can do all of the above on a bigger scale, with more ambition, a stronger global brand and the resources to deliver care to patients in dozens of countries.

We're looking for people who appreciate and are excited by the enormity and uniqueness of this challenge, and want to work in the most ambitious, smart, fast moving and positive sum environment of their lives to transform how healthcare is delivered globally.

We hope that's you.

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 escalate 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 calibration sessions with Team Leads, Senior Medical Support Associates, and clinical stakeholders so scoring stays consistent and trusted
Keep the framework aligned to current clinical protocols, formulary, and market-specific regulatory requirements

Clinical Risk Identification & Escalation

Identify clinical risks, recurring errors, and emerging unsafe patterns, and escalate them through the defined clinical escalation path