About the Company:
We are a global B2B2C telemedicine platform, active in more than 40 countries around the world. Our mission is to make professional healthcare as easy to access as advice from a friend. By transforming the way people access professional healthcare, we contribute to the United Nations Sustainable Development Goal 3 "to ensure healthy lives and promote well-being for all."
We collaborate with major insurance companies, governments, and NGOs, ensuring privacy and data protection compliance. With a diverse team of healthcare professionals serving in 27 languages, we are committed to expanding access to high-quality digital healthcare.
About the Role:
As a Care Quality Manager, you will be responsible for ensuring the quality and reliability of our healthcare services in Hong Kong and the broader APAC region. Your role will focus on three key areas:
- User Support & Medical Concierge – Ensuring high-quality patient support and a seamless digital healthcare experience.
- Healthcare Professional (HCP) Relationship & Recruitment – Expanding and maintaining our network of high-quality medical professionals.
- Stakeholder Relations – Managing key partnerships with pharmacies, insurers, and regulatory bodies to enhance service delivery.
This role is fully remote, with daily interaction with our team, primarily based in Europe. The ideal candidate will be based in Hong Kong and must be a Hong Kong Permanent Resident.
Reporting Structure:
This role reports to the Care Quality Director and Country Head.
Key Responsibilities:
1. User Support & Medical Concierge
- Oversee the quality of patient interactions, ensuring timely and effective medical support.
- Monitor service performance metrics, identifying areas for improvement to enhance the patient experience.
- Collaborate with internal teams (Care Quality, AI Lab, Tech) to improve digital health solutions and optimize user journeys.
- Ensure compliance with local healthcare regulations in Hong Kong and APAC regarding telemedicine services.
2. Healthcare Professional (HCP) Relationship & Recruitment
- Lead the recruitment, vetting, and onboarding of HCPs across APAC, with a focus on Hong Kong.
- Provide ongoing training and support to ensure adherence to clinical guidelines and best practices in digital healthcare.
- Foster strong, long-term relationships with physicians, nurses, and specialists to build a high-quality telemedicine network.
- Maintain up-to-date records of HCP credentials, certifications, and regulatory requirements.
3. Stakeholder Relations
- Build and maintain partnerships with pharmacies, insurers, and healthcare providers to ensure smooth service integration.
- Act as the primary liaison between the company and local regulatory bodies to ensure compliance with APAC healthcare laws.
- Support the expansion of our product portfolio in new APAC markets by assessing local healthcare landscapes and regulatory requirements.
- Oversee prescription fulfillment processes, ensuring pharmacy SLAs are met and aligned with telemedicine best practices.
Requirements
Ideal Profile:
- Passion for healthcare innovation and digital health solutions.
- Strong background in healthcare, preferably with experience as a healthcare professional or in managing healthcare professionals.
- Excellent communication skills, both spoken and written.
- Fluency in English and Cantonese is essential. Mandarin or other Southeast Asian languages is a plus.
- Highly organized, independent, and able to manage multiple priorities.
- Ability to say “no” when necessary and enforce deadlines effectively.
- Proficient in spreadsheet, presentation, and word processing software.
- Experience in an international and fast-paced environment.
- Familiarity with the healthcare landscape in APAC jurisdictions, especially China and Hong Kong, including knowledge of local regulatory requirements, cultural differences, and market nuances is highly desirable.
- Experience working with regional healthcare providers, pharmacies, or regulatory bodies in Asia is a significant advantage.
- Experience with healthcare compliance (e.g., HIPAA, GDPR, or Hong Kong’s PDPO) is a valuable plus.
- Prior experience in Hong Kong’s healthcare system, particularly working with local pharmacies or healthcare providers, is a huge plus.
- Experience in IT project management would be a valuable bonus.
Team Collaboration and Working Hours:
Full time role (40 hours a week), 9 am to 6pm. This role involves close collaboration with teams in both Asia and Europe. While the role is remote, the ideal candidate should spend most of their time in Hong Kong (and/or the Greater Bay Area) to effectively manage local operations and build relationships.
Benefits
- HKD 350,000 to HKD 420,000 gross annual salary
- Eligible to participate in the company-wide bonus scheme, which offers up to 5% of your gross salary based on overall revenue performance.
- Work equipment after you complete probation (laptop, screen and peripherals)
- Flexibility to manage your own time
- Co-working allowance whenever away from your home base
- Private health insurance
- Travel insurance covering business and personal travel
- Classpass fitness membership wherever it is available
- Coursera account with access to online training from top universities worldwide
- A streaming service of your choice (Netflix, HBO, or Disney+ account)
Why Join Us?
- Be part of a pioneering telemedicine company with a global reach.
- Work in a dynamic and innovative digital healthcare environment.
- Collaborate with an international team of professionals dedicated to transforming healthcare delivery.
If you are a proactive, detail-oriented professional with a passion for healthcare quality and innovation, and meet the requirements outlined above, we’d love to hear from you! Please send your CV to talent@abi.ai.