Clinical Quality Agent

Criteria

• Graduate in Sciences - Medical Sciences preferred
• Fluency in English and Hindi mandatory, fluency in regional languages desirable
• Adept to work with MS Office - Word, Excel, Powerpoint
• Clinical work experience 3 yrs desirable
• Good communication and analytical skills
• Empathetic individual

Work

• 9 hrs a day, 6 days a week, Work from Office - Bangalore
• Shifts as per the team’s requirement
• Saturdays on rotation ( 2 saturdays off in a month)
• Leave policy as per MB HR Policies

Non - Clinical and clinical parameters quality check

• Daily no of QC targets as set by the Medical Ops for various processes
• Report and document Doctor or Patient behavioral issues
• To ensure correct high quality QC scoring for every consult
• To send the correct QC feedback to each doctor via RM
• To report to relevant stakeholder if you notice doctor or a patient abuse
• To highlight doctors who do poor consults to Doctor Relation team and Clinical Quality Lead
• To highlight any prescription errors and/or gross clinical errors
• To ensure audit of all number of Audio/Video calls in a consult & read all chat for a particular consultation

to come to conclusion on the QC score

• To report any serious cases to Medical Head & Clinical Quality Lead over mail (same day) (rape case,

patient age <10, abortion, suicidal etc)

• To do live QCs as assigned, collaborating with other teams
• To conduct RCAs for escalations as they are requested
• Weekly and monthly data collation and analysis
• Allocation of work to the QC agents as per targets
• To attend the daily stand ups and monthly huddles
• To help give relevant feedback to tech and product stakeholders to improve consult experience