Senior Patient Support Specialist, UK (Mid-Shift)

About the role

Eucalyptus, a consumer healthcare platform, is looking for a Senior Patient Support Specialist (mid-shift) to join its Hims & Hers team. The role goes beyond routine customer support: you will resolve patient issues and deliver high-quality care by email, chat and inbound or outbound calls, working alongside prescribers, nurses, health coaches, pharmacists and dietitians.

Key responsibilities

• Handle email, chat and phone tickets accurately and empathetically, owning complex and sensitive cases within your authority
• Review low CSAT ratings and negative reviews daily, contact patients within 24 hours and work toward a resolution
• Manage escalated calls, emails and chats, refer medical and clinical questions to clinicians and refer cases outside your authority
• Act as a subject matter expert: give structured feedback, share learnings, contribute to the knowledge base and flag performance concerns to your team lead
• Run side-by-side coaching sessions, observe live ticket handling and document actions for the team lead
• Identify recurring issues, propose improvements and contribute to workflow reviews and response templates
• Model professionalism and patient-first care, and support team leads with recognition and initiatives

Required profile

• At least 4 years of experience in telehealth or healthcare support, customer service, tech support or similar problem-solving roles, in patient-facing positions such as phone, email and chat
• Strong attention to detail and excellent written and verbal English, with the ability to use different tones of voice
• Strong computer skills or experience with customer service software
• Proactive, anticipates next steps, and has an interest in healthcare and wellness

What we offer

• Sick, maternal/paternal, compassionate, vacation and personal health days leave, plus a budget for well-being
• Health insurance covering up to two dependents and standard statutory benefits (SSS, PhilHealth, HDMF) with 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