Patient Support Specialist

Eucalyptus (or Euc for short) is an Australian founded digital healthcare company that is on a mission to solve the worlds biggest healthcare challenges think fertility and behavioural change around chronic conditions such as weight loss diabetes and mental health.

Founded in Australia in 2019 we have now helped over 500K patients globally by combining technology design and operational excellence to help patients access the best clinical support when they need it wherever they are.

Our 4 digital Clinics (Juniper Pilot Kin & Software) focus heavily on personalising the experience for different demographics and are powered by a growing team across 5 countries (Australia UK Germany Japan and the Philippines).

Weve raised over AUD$150M in funding from Aussie and Silicon Valley investors who were early backers of Uber Canva and AirBnb. With plans to launch into several more markets offline channels and tackle new conditions.

Were looking to continue building our team of high calibre individuals who are passionate about healthcare arent afraid to work hard and invest in others through direct and honest feedback. This approach enables us to make the most impactful changes to improve the health of millions of patients globally.

About the team

• Patient experience and safety is at the heart of Eucalyptus and all of our brands. The patient experience team thrives on making every patient feel uniquely cared for and ensuring our prescribers nurses and fellow Eucalypts can rely on us.
• This is not a traditional support role. We offer unique opportunities to learn about different areas of the business and be involved in product launches onboarding new patients and building processes and tools to help us scale.

Tasks

• Responsible for onboarding new patients proactively resolving patient tickets and making outbound calls to ensure we consistently deliver products and services above patient expectations
• Work closely with our pharmacy nurses and prescribers to ensure patients are informed and receive their orders in a timely and convenient manner
• Be the first to see or hear back on patient sentiment share patient pain points escalate issues fix bugs and ensure the continual improvement of our products and services
• Support building implementing and ongoing maintenance of process documentation
• Be part of the founding team in Germany we only launched in Germany 1 year ago so you will play a big role in shaping the culture here
• Be adaptive to the changing needs of Eucalyptus by taking on new responsibilities and adhoc tasks

Requirements

• At least 1 year of experience working in customer support hospitality sales or another customer facing role with a strong desire to learn more and progress your career in a fastpaced environment
• Bilingual in German and English speaking and writing (German fluent English B1/B2)
• Strong written and verbal communication skills and has ability to adapt tones of voice to interact with customers
• Naturally empathetic reliable caring with strong problemsolving skills
• Skilled with computers or experience with CX software (prior experience with Google Suite and Zendesk is a plus)
• Drawn to fastpaced working environments with a strong bias to action and ability to take initiative
• Fast learner and independent problem solver
• Bonus points if you have worked at a start up before

Benefits

• Offer a competitive remuneration package
• Fun office parties and team dinners so you can bond with your team regularly
• Eucalyptus and brand merch designed by our very own inhouse creative team
• Monthly wellness benefit for gym membership classes or anything else to support your physical and mental wellbeing
• Annual learning and development benefits

Our values:

• Patients first endeavour to make our patients lives simple and easy
• Build in the open together collaborate with each other and challenge ideas openly
• Earn the right to exist have a bias to action guided by data
• Dare to be great push yourself and support each other to do our best work

So why join Eucalyptus

• Our teams are incredibly passionate Our talent bar is high and our work ethic is strong. Youll get to stretch yourself everyday and work amongst people who care deeply about our patients. Youll be given the opportunity to tackle interesting problems and receive regular feedback from a supportive team
• We move at incredible speed Youll work with team mates who build in the open by sharing their work freely this helps us learn and iterate quickly so we can deliver high quality outcomes faster than our competitors. Youll spend a lot of time outside of your comfort zone learning and iterating frequently we wouldnt have it any other way
• We will invest in your career Youll get access to an annual professional development budget mentors and buddies to ensure that you have the support you need to level up.
• We are all owners Youll be given equity to ensure that you are able to benefit in the upside of your contribution in helping Euc grow. Your ideas will be valued regardless of your role you will have ownership over the projects you work on which will feel both terrifying but extremely fulfilling

At Eucalyptus we value individuals from all backgrounds experiences and perspectives and we embrace the unique qualities each person brings. When you apply please let us know of any reasonable adjustments you may need during the interview process.