Remote Medical Doctor (Clinical Support Specialist)

Job Description

Role Overview

We're looking for a Clinical Support Specialist with an MD qualification to serve as our clinical expert in patient-facing support. You'll provide outstanding patient support through our Intercom platform while creating or collaborating on clinical documentation, protocols, and knowledge bases that will enable our This is a mid-level role with significant growth potential - as our business scales, you'll have the opportunity to shape and lead our clinical support frameworks and team.support function to scale effectively.

Key Responsibilities

Patient Support & Clinical Expertise

Provide expert clinical support to patients via Intercom, managing complex medical inquiries with empathy and accuracy

Build ongoing relationships with users, becoming a trusted partner as they navigate their use of our technology

Interpret and explain medical device data, results, and trends in patient-friendly language

Address patient concerns related to functional medicine, nervous system health, and neurotechnology applications

Triage clinical inquiries and escalate complex cases appropriately

Maintain high response quality and patient satisfaction standards

Documentation & Knowledge Management

Create and maintain comprehensive clinical support documentation including:

Patient support protocols for common and complex scenarios, working in tandem with our research & clinical teams

Clinical response templates for consistent, high-quality support

Patient-facing FAQs and educational content

Internal knowledge base for support team reference

Ensure all documentation is clinically accurate, up-to-date, and compliant with medical standards

Develop standardised workflows for handling various patient request types

Create decision trees and escalation pathways for clinical scenarios

Improving the way we work

Master Intercom platform for efficient patient support delivery

Contribute to ongoing optimisation of support workflows and processes in the medical vertical

Identify opportunities to improve patient experience and support efficiency

Collaborate with Head of Support to implement clinical-related process improvements

Support the development of scalable clinical support frameworks as the business grows

Working with other teams

Work closely with research, product, and clinical teams to stay updated on device capabilities and emerging use-cases

Provide clinical insights to inform product development and patient education materials

Participate in and lead training and knowledge-sharing with broader support team

Bridge clinical expertise with customer support best practices

Requirements

Medical Qualifications

Must hold an MD or equivalent medical qualification

Must be registered and licensed to practice medicine in the Philippines

4+ years of clinical practice or healthcare support experience

Strong foundation in medical research interpretation and evidence-based medicine

Clinical Expertise

Extensive experience in one or more of the following areas:

Functional medicine

Nervous system health and neurology

Neurotechnology applications

Mental health and psychiatry

Immunology

Cardiovascular disease

Core Competencies

Ability to explain complex medical concepts in accessible language

Excellent written/phone communication for documentation and patient interactions

Patient-centred approach with empathy and clinical judgment

High attention to detail and commitment to accuracy, especially as it relates to regulatory/compliance

Tech & Operational

Experience in customer/patient-facing support roles required

Comfortable learning and mastering new technical platforms

Flexibility to work across multiple timezones as needed

Requirements
Customer Experience