Hybrid Clinical Quality Manager – Provider Engagement

at ThoughtFull - Employee Mental Wellbeing

• Job title: Clinical Quality Manager – Provider Engagement
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: MYR 6,000 - MYR 10,000 per month
• Degree requirement: Postgraduate Degree
• Location requirements: Hybrid, Kuala Lumpur, Malaysia

About the role

• Clinical Quality and Provider Engagement Manager for ThoughtFull, improving mental health service quality and provider engagement across Asia. Collaborating with cross-functional teams and addressing provider needs.

Responsibilities

• You will identify trends in clinical performance data and translate them into actionable quality improvement initiatives.
• You will ensure clinical practices comply with relevant regulatory and ethical standards across operating markets.
• You will work with trainers and mental health professionals to develop a continuous learning and development curriculum informed by quality audit findings, platform needs, and emerging clinical evidence.
• You will monitor provider engagement metrics and proactively address signs of disengagement or attrition risk.
• You will work closely with the Clinical Operations team, Solutions, Product, and RnD functions to ensure provider experience, clinical quality insights, and training needs are integrated into platform development and organisational strategy.
• You will serve as the primary relationship holder for the provider network, addressing concerns, gathering input, and maintaining high levels of satisfaction and retention.
• You will develop and execute initiatives that strengthen provider connection to ThoughtFull’s mission, culture, and each other (e.g., peer support groups, communities of practice, recognition programmes)
• You will be accountable for maintaining and improving clinical quality standards and frameworks for care delivery across text-based, video, and in-person therapy modalities.
• You will establish systems and processes for regular clinical audits and case reviews to ensure ThoughtFull Professionals (counsellors and clinical psychologists) meet established standards of care.
• You will continuously monitor and improve quality of care by implementing and improving feedback mechanisms (e.g., session reviews, outcome tracking, client satisfaction data)
• You work cross-functionally to develop a provider-facing product strategies
• You will contribute to productizing existing solutions and frameworks to improve provider engagement and platform effectiveness
• You will continually demonstrate a growth mindset and hunger for growth and learning in all areas of work

Requirements

• Registered or licensed mental health professional (clinical psychologist, counselling psychologist, or counsellor) with an active credential from a recognised professional body.
• Master’s degree in clinical psychology, counselling psychology, counselling, or a closely related mental health discipline.
• At least 5 years of clinical practice experience.
• Possess a growth mindset and proactively seeks career growth
• Demonstrated experience in supervisory, quality assurance, or clinical leadership roles with responsibility for the performance and development of other practitioners.
• Experience working across multiple care modalities (text-based, video, in-person) preferred.
• Comfortable with the use of AI tools in daily tasks and workflows