Onboarding Escalations SME

We are looking for a highly detail-oriented and process-driven Subject Matter Expert (SME) to join our core operational team at Clipboard Health. This role is critical in managing document escalations, preventing fraud, and guiding internal teams on credentialing standards for healthcare professionals using our platform.

You will be part of a ~40-member internal SME group responsible for handling edge-case documentation issues, internal consults, and trust-related escalations that ensure the quality, safety, and compliance of our marketplace.

If you’re someone who thrives on solving high-stakes operational challenges and wants to be a key player in maintaining trust at scale, this is the role for you.

• Manage Escalated Document Cases: Review and resolve complex or unclear documentation submitted by healthcare professionals (HCPs) that have been flagged for issues, fraud indicators, or quality concerns.
  
• Prevent Risk & Fraud: Identify suspicious documentation patterns and prevent potentially unsafe actors from entering the platform.
  
• Cross-Team Consultations: Serve as an internal consultant to Sales, Account Management, Product, Legal, and other teams regarding document standards, onboarding requirements, and policy interpretations.
  
• Process Ownership & Documentation: Own and execute daily operational tasks such as document status changes, mapping, unread document resolution, and special projects.
  
• Continuous Improvement: Regularly contribute to refining internal policies, updating requirements (e.g., new attestation forms), and closing process gaps.
  
• Collaboration & Communication: Work cross-functionally to resolve inquiries and improve internal workflows. Respond to questions with clarity and speed via Slack and other internal tools.
  
• Stay Current: Remain up to date with evolving product features and documentation requirements to ensure decisions are aligned with the latest guidelines.
  

• Some experience in trust & safety, document verification, compliance operations, healthcare credentialing, customer support, or similar.
  
• Strong analytical skills and attention to detail — you're someone who notices what others miss.
  
• Ability to make sound decisions quickly in ambiguous or gray-area situations.
  
• Strong written communication skills and the ability to explain complex topics clearly.
  
• Highly organized and reliable, with a bias for action and ownership.
  
• Proven track record of operating well in fast-paced, remote work environments.
  
• Comfortable using productivity tools such as Slack, Google Sheets, and task managers.
  
• Ability to work independently while collaborating effectively across teams.
  

• Located in the Asia-Pacific region.
• Wired internet connection with minimum 15Mbps download speed.
• Minimum system requirements:
  
• CPU: Intel i5 (8th gen+) / AMD Ryzen 5 (2000 series+) / Apple M1 or higher
• RAM: 12 GB (16 GB recommended)
• Quiet and professional working environment.
• Noise-canceling headset and stable power/internet connection.
  

If this sounds like you, we’d love to hear from you. Please submit your resume and a brief cover letter explaining your interest in the role and relevant experience.

Want to know more? Please feel free to check out our Clipboard Remote Work Guidelines.