Patient Support Specialist, Australia Support

About the role

Eucalyptus, a consumer healthcare platform, is looking for a Patient Support Specialist to support its Australia customers. The role goes beyond answering tickets: you will resolve patient issues and deliver high-quality care by email, chat and inbound or outbound calls, working alongside doctors, pharmacies and delivery partners.

Key responsibilities

• Take ownership of patient issues and resolve them swiftly and effectively, with a focus on the highest standard of care.
• Work closely with doctors, pharmacies and delivery partners to coordinate the best outcomes for patients.
• Meet and exceed service targets such as CSAT, tickets solved, average handling time and other goals.
• Identify opportunities to improve services through better processes and automation, and design and implement solutions.
• Monitor and escalate recurring issues or patterns in patient tickets to colleagues and team leaders.

Required profile

• 2+ years of experience in telehealth or healthcare support, customer service, tech support or similar problem-solving roles.
• Strong attention to detail and strong written and spoken English, with the ability to use different tones of voice.
• Interest in healthcare and wellness, or experience in healthcare or allied services.

Required skills

• Strong computer skills or experience with customer service software.
• Prior experience with Mac and Google Suite is a must.

What we offer

• Sick, maternal/paternal, compassionate, vacation leave, personal health days and a budget for well-being.
• Health insurance covering up to two dependents, plus statutory benefits (SSS, PhilHealth, HDMF) and 13th month pay.
• Transportation allowance for reporting to the Makati office.
• Annual professional development budget, additional leave credits, mentors and buddies, and regular performance and pay reviews.
• Equity in the company.