Operations Specialist, Manila

Healthcare is usually slow and boring. We believe in its potential to be exciting and entertaining. But changing the healthcare experience is hard – and we're gonna need all the help we can get…

Eucalyptus (or 'Euc' for short) is an Australian founded digital healthcare company that is on a mission to solve the world's 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 5 clinics (Juniper, Pilot, Kin, Software, & Compound) 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).

We've raised over AUD$160M 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.

We're looking to continue building our team of executional weapons who are passionate about healthcare, aren't 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.

Life is short, so we'll be frank - fixing healthcare is hard. Like, really hard. That's why we work smart, AND hard.

If you're brave enough to….

open yourself to lots (and we mean LOTS) of feedback,

sprint - not walk, towards your professional and personal growth,

deeply care about our patients, and those you work with,

… here's what we can promise in return…

• You'll be supported to accelerate your career - Regular feedback (sometimes daily ) alongside our bi-annual performance reviews, a professional development budget, and the mentorship and buddies to ensure you have the support you need to level up. We're committed to helping every Eucalypt reach their full potential.
• You'll work with others who are incredibly passionate about what they do - Our talent bar is high and our work ethic is strong. You'll get to stretch yourself everyday, be given the opportunity to tackle interesting problems to tackle interesting problems, and work amongst people who care deeply about our patients.
• You'll make impact faster than you ever could have imagined - We build in the open together, which helps us learn and iterate more quickly so we can deliver high quality outcomes faster than anyone else.

We also offer a range of benefits including a MacBook for Work, an awesome space in Makati to work with your peers, generous vacation and sick leave policies, health insurance, transportation allowance and 13th month pay in addition to all the regular statutory benefits (SSS, PhilHealth, and HDMF). Want to hear more about what it's like to work at Eucalyptus? Hear from our team here.

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. It will entail working UK hours and weekend shifts

1. 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.
2. 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.
3. 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
4. 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.
5. 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
6. Issue Resolution:
   • 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.
7. 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

• 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.

• 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.