Job Description: Subject Matter Expert (SME) - Document Escalations

Position Overview

Clipboard Health is seeking a highly detail-oriented and process-driven Subject Matter Expert (SME) to join our core operational team. This role is crucial for 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 to ensure the quality, safety, and compliance of our marketplace.

About Clipboard Health

Clipboard Health is a fast-growing Series C marketplace that connects healthcare facilities with healthcare professionals. Our app-based platform allows professionals to book on-demand shifts and facilities to access on-demand talent. We aim to lift people up the socioeconomic ladder by enabling healthcare professionals to turn extra time and ambition into career growth and financial opportunity. We are a YC Top Company with a global, remote team of 600+ people, profitable since 2022, and fill millions of shifts annually.

Key Responsibilities

• 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.

What We're Looking For

• 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.

Technical & Workspace Requirements

• Location: Must be located in the Asia-Pacific region.
• Internet: Wired internet connection with a minimum of 15Mbps download speed.
• System Requirements:
  • CPU: Intel i5 (8th gen+) / AMD Ryzen 5 (2000 series+)

Employment Type:

• [Details not provided]

Location Type:

• Remote (Asia-Pacific Region)

Salary:

• [Details not provided]