Patient Support 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…

About Eucalyptus
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.

About The Role (What You'll Be Doing)

• Patient-Centric Problem Solving: You'll take ownership of patient issues, ensuring they are resolved swiftly and effectively. Your focus is on delivering the highest standard of care and support, making a real difference in the lives of our patients.
• Collaborative Partnerships: Work closely with our doctors, pharmacies, and delivery partners to coordinate and deliver the best possible outcomes for our patients, ensuring seamless communication and collaboration across teams.
• Exceeding Service Targets: Consistently meet and exceed key performance metrics, including Customer Satisfaction (CSAT), tickets solved, Average Handling Time (AHT), and other service-related goals.
• Process Improvement & Innovation: Identify opportunities to enhance our services through optimized processes and automation. You'll not only spot inefficiencies but also take the initiative to design and implement solutions that improve our support operations.
• Trend Identification & Escalation: Monitor and escalate recurring issues or patterns in patient tickets to your colleagues and team leaders. Your attention to detail will be crucial in preventing future problems and enhancing our service quality.

About You (Who You Are)

• You have 2+ years of experience in Telehealth or healthcare support, customer service, tech support or other problem solving roles (e.g. travel and hospitality, financial services, e-commerce support, real estate, logistics)
• Tech-savvy: You have a working knowledge of Google Suite (Gmail, Calendar, Drive, Docs, Sheets, Forms, Slides), Slack, Notion, and other productivity and project management tools/apps. You are comfortable with various commonplace technologies and are able to adapt to new systems quickly.
• Strong communicator: You have excellent command of the English language, both spoken and written with the ability to use a range of tones of voice to interact with customers
• Trustworthy: You embody trust and dependability. You know how to treat sensitive information with confidentiality on a daily basis.
• Proactive: You have a charismatic 'can do' attitude. You require minimal supervision and take ownership in your work. You are motivated by impact and motivated by wanting to help others. You go the extra mile to make life easier for your assigned Leadership Team members.
• Learner's Mindset: You foster a strong desire to learn and develop. You can easily adapt in a fast paced environment and consider every new experience as an opportunity to learn. You strive for excellence and constantly improve your abilities.
• You have strong attention to detail
• You have strong computer skills, or experience with customer service software (prior experience with Mac and Google Suite is a must)
• You have an interest in healthcare and wellness, or experience in the healthcare space or allied services

• You are willing to work full-time (40 hours/week) in a hybrid set up during either APAC customer hours

• APAC Business Hours: 6:00AM - 6:00PM Manila Time

• You are located near or within Metro Manila, Philippines

• You have a suitable work-from-home space (work desk, comfortable chair, proper lighting, quiet environment)
• You have stable internet connection at home: 30 Mbps minimum

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.