Patient Experience Specialist - Escalations

at  Careers at Eucalyptus

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 YOU (WHAT WE’RE LOOKING FOR)

We’re looking for someone with a passion for delivering exceptional customer experiences. You’ll be patient, detail-oriented, and thrive in a fast-paced, dynamic environment. Ideally, you’ll have experience in customer service and support, with a proven ability to handle escalations and complex queries.

KEY SKILLS AND EXPERIENCE:

• Strong problem-solving skills and a calm, empathetic approach to resolving customer issues.
• Experience in customer service, patient support, or operations.
• Ability to work with and train large teams, ideally across multiple locations.
• Excellent communication skills, both written and verbal.
• Analytical mindset with the ability to identify trends and provide data-driven recommendations.
• Willingness to learn about AI-driven triaging systems.

As a Patient Experience Specialist (Escalations), you will play a critical role in ensuring patient satisfaction by directly addressing and resolving complex queries and escalations. Reporting to the Patient Support Manager and working closely with our Manila-based support team, you will help manage and triage patient tickets that need higher attention. Your work will have a direct impact on improving our experience and supporting the health outcomes of our patients.

Key Responsibilities:

• Escalations Management: Own our ticket triage process reviewing interactions with our patients, drafting tailored responses and regularly calling patients directly to assist in resolving their issues.
• Patient Satisfaction Improvement: Proactively address escalations where patient satisfaction is at risk, helping to turn around potentially negative experiences.
• Collaboration & Triage: Work closely with the Patient Support Manager and Team Leads in Manila to prioritise and triage tickets, ensuring efficient use of time and resources.
• Training & Development: Assist in training frontline team members to improve their response quality, reducing escalations over time.
• Feedback & Continuous Improvement: Gather and analyse patient feedback to identify recurring issues, collaborating with other departments to improve processes (e.g., improving clarity on order confirmations or handling insurance invoice requests).
• External Reviews Management: Manage and improve our external review presence, including resolving issues highlighted in platforms like TrustPilot and Product Review. Where appropriate, work to have inaccurate reviews removed.
• Reporting & Insights: Track ticket volumes, resolution times, and satisfaction trends, providing actionable insights to the wider team on how we can continue to improve the patient experience.