Operations Support Specialist, Manila

Operations Support Specialist, Manila (UK Support)

Manila, Manila, Philippines

About Euc

We're making good health last life a lifetime

More than 1 billion people globally live with obesity — a major leading indicator of many preventable chronic diseases such as diabetes and heart disease.

Eucalyptus is the company behind "Juniper", one of the world's largest weight management programs combining GLP-1 medication with a tailored nutrition and exercise programme, supported by our multidisciplinary care team of prescribers, health coaches, dietitians, nurses and pharmacists.

Our published clinical research demonstrates that our combined approach to weight management and lifestyle change means that our patients are 4x as likely to lose significant weight through their course of treatment with Juniper.

Since launching, we've grown fast to support millions of patients. In 2024 alone…

• In the UK we grew from 5,000 to ~30,000 patients , received selective NICE endorsement for our holistic approach to obesity management, and grew our team from 45 to 165.
• Globally, grew revenue by >120% YoY, while reducing cash burned by 90% YoY and grew our valuation to >$500M USD, with over $100M USD raised from global investors such as BOND, NewView, Blackbird and Airtree - early backers of companies like Canva, Stripe and AirBnb.

About the role (What you'll be doing)

Eucalyptus has launched one brand - Juniper - in the UK, and has plans to launch a second soon. Juniper works with a team of remote prescribers in the UK who conduct asynchronous consultations with patients to determine their eligibility for the programme. Our prescribers are at the heart of the Juniper offering and are responsible for ensuring our patients receive the right medical care. The Clinical Operations team look after prescriber workforce management and the running of all tools and processes that the prescribers use to do their jobs safely.

The Clinical Operations team is recruiting an Operations Support Specialist to support

(i) the management of Juniper UK's prescriber workforce, and

(ii) the running of critical clinical operations processes for Juniper patients.

This position is ideal for individuals who are passionate about healthcare, possess strong administrative and operational experience, and have excellent communication skills.

Your responsibilities may include:

• Prescriber Onboarding and Technology Support:
  • Efficient Onboarding: Coordinate a seamless onboarding process for new prescribers, ensuring they have access to all necessary tools and technology.
  • Training and Support: Provide training and support to prescribers on the use of our telehealth platform and other essential technology tools.
  • Troubleshooting: Act as the first point of contact for prescribers experiencing technical issues, diagnosing and resolving problems, and escalating when necessary.
• Roster Management Support
  • Communication with prescribers: Act as a liaison with prescribers to plan schedules that align with the business needs for capacity and prescribers' schedules. Own and maintain an up-to-date roster.
  • Roster reports: Ensure that up-to-date roster information is shared as needed with Clinical Operations colleagues to inform forecasting.
• Invoicing, timesheets and performance monitoring
  • Approving timesheets: Check prescribers' timesheets compared to roster hours agreed.
  • Reporting: Support monitoring and reporting of invoices, timesheets and performance metrics.
• Daily Interaction with Prescribers
  • Timely Assistance: Respond promptly to prescribers' inquiries, addressing their questions, concerns, and requests.
  • Troubleshooting: Act as the first point of contact for practitioners experiencing operational issues, diagnosing and resolving problems, or escalating when necessary.
• Managing critical Clinical Operations processes
  • Support safety monitoring of patients.
  • Support account monitoring for accuracy and duplications.
  • Support communications between Juniper and other healthcare providers.
• Prompt Issue Resolution: Troubleshoot and resolve practitioner issues efficiently, striving to minimize any disruptions to their telehealth services.
• Escalation Protocol: Follow established escalation procedures for complex issues, ensuring that they are addressed effectively.
• Share patient and practitioner insights with the clinical services team and wider business
  • Share feedback from patients and practitioners regarding their experiences with the service to improve the overall patient experience, service quality and system improvement.

About you

• A bachelor's degree in a relevant field is preferred but not mandatory.
• Tech-Savvy: The ideal candidate should be comfortable with various commonplace technologies, have a strong understanding of digital tools, and be able to adapt to new systems quickly.
• Detail-Oriented: We are seeking candidates who can manage complex processes, follow guidelines, and ensure a high degree of accuracy in their work.
• Communication Skills: Strong English written and verbal communication skills are essential. The candidate should be able to explain technical details in a clear and concise manner and interact professionally with practitioners.
• Problem-Solving Abilities: The role requires a candidate who can think critically and troubleshoot effectively, whether it's resolving technical or operational issues.
• Adaptability: Telehealth is a dynamic field with evolving technologies and regulations. The candidate should be adaptable and open to change.
• Customer Service Experience: Previous experience in customer service, call centres, or support roles will be an advantage, although in this role, the "customers" are our prescriber workforce. Experience in a healthcare or telehealth environment is a plus.

Why you should join Euc

• Our teams are incredibly passionate - Our talent bar is high and our work ethic is strong. You'll get to stretch yourself everyday and work amongst people who care deeply about our patients. You'll be given autonomy to tackle interesting problems and receive regular feedback from a supportive team.
• We'll have your back when you need us the most - You'll be able to lean on a range of leave offerings to support you when needed from Day 1, this includes: sick, maternal/paternal, compassionate, and vacation leave. Personal health days leave and budget to encourage you to take care of your well-being. A reliable health insurance provider accredited by major hospitals, clinics, and diagnostic centers nationwide, plus coverage of up to two dependents. Standard employer share for statutory benefits (SSS, PhilHealth, and HDMF), and 13th month pay. Also, transportation allowance to support your expenses when reporting to our Makati office.
• We will invest in your career - You'll get access to an annual professional development budget and additional leave credits, mentors and buddies to ensure that you have the support you need to level up. You can expect regular performance and pay reviews as your career grows.
• We move at incredible speed - You'll 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. You'll spend a lot of time outside of your comfort zone learning and iterating frequently, we wouldn't have it any other way.

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.

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