Patient Experience Specialist - Escalations

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)

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.

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.

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 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

We will invest in your career - You’ll get access to an annual professional development budget, 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're championing the next generation of talent – Euc has been recognised in Hatch's Hotlist as a Australia's top employer, as rated by Gen Z's.

We are all owners - You’ll be given equity to ensure that you are able to benefit in the upside of your contribution in helping Euc grow. Your ideas will be valued regardless of your role, you will have ownership over the projects you work on which will feel both terrifying but extremely fulfilling

We play as hard as we work - You’ll experience our frequently catered wellness themed talks, exercise classes, whoops to track your wellbeing, free barista coffees, funded social clubs and quarterly rooftop parties…we know how to let our hair down!

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, this includes: personal health and professional development leave, a generous parental leave that offers 20 weeks paid leave for a primary carer, additional miscarriage leave (see more on Kin Fertility’s #WeNeedMoreLeave campaign), as well as our Employee Assistance Programme

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.