Patient Support Specialist (Immediate Start)

Eucalyptus Spa; Sydney; Híbrido; AUD 60 000 - 80 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Parental leave

miscarriage leave

Whoop membership

Employee Assistance Program

Resumo da oferta

Eucalyptus is expanding its Sydney team and seeks a Patient Support Specialist to own patient issues across email, chat, and calls, delivering high-quality care with speed and empathy. The role focuses on resolving inquiries quickly, coordinating with clinicians, pharmacies, and delivery partners to ensure the best patient outcomes.

Ideal candidates have 2+ years in customer service or healthcare support, outstanding English communication, and a genuine care for patients.

Qualificações

• 2+ years in customer service, telehealth/healthcare support, tech support, or similar problem-solving role.
• Excellent written and verbal English with clear, warm communication.
• Strong ownership and proactive problem-solving.
• Attention to detail and adaptability with tools.

Responsabilidades

• Support patients across email, live chat, and calls with timely, accurate help within SLA.
• Own problems from first contact to resolution with proper handover when needed.
• Provide real-time support on live channels to deliver answers quickly.
• Coordinate with doctors, pharmacies, and delivery partners across locations to achieve the right outcome.
• Escalate smartly, defining what’s in scope and what isn’t with context and recommendations.
• Meet CSAT, tickets solved, and handling-time targets without sacrificing quality.

Conhecimentos

Customer service

English proficiency

Problem solving

Attention to detail

Tech proficiency

Care for patients

Ferramentas

Mac

Google Suite

Descrição da oferta de emprego

Job Description

About Eucalyptus

We're on a mission to make good health last a lifetime. More than 1 billion people live with obesity worldwide, driving preventable chronic conditions. We're here to build better long-term care.

Eucalyptus is now part of Hims & Hers, the global leader in personalised health and wellness.

Euc is the company behind Juniper, one of the world's largest weight-management programs combining GLP-1 medication with personalised nutrition, movement support, and clinician-led care from prescribers, nurses, health coaches, pharmacists, and dietitians. Our published clinical research shows that our combined clinical and behavioural approach helps patients lose significantly more weight during their treatment with Juniper by four times.

Our Growth Story:

• Supporting patients living with obesity across our 5 markets
• Received selective NICE endorsement to provide services to the NHS
• Tailored our offering to thousands of patients in Australia, the UK, Germany, Japan and Canada.

About the Role

This isn't your ordinary customer support role. You will take real ownership of patient issues and deliver high-quality care across every channel. As a Patient Support Specialist, you're the frontline of the patient experience.

We're scaling our Sydney team fast and need people who can start now, hit the ground running, and keep our patients moving — especially across live chat and calls, where speed matters most. We're looking for strong customer service profiles who love solving problems and delivering for the people on the other side of every interaction.

In this role, you'll:

• Support patients across every channel (email, live chat, and inbound/outbound calls), delivering timely, accurate, empathetic help within SLA.
• Own the problem, not just the interaction. You'll take issues from first contact through to resolution, no handoff without a handover.
• Move fast on live channels, since a big part of this role is real-time support helping patients get answers in minutes, not hours.
• Coordinate across teams, working with our doctors, pharmacies, and delivery partners in Manila, Sydney, and remote to get patients the right outcome.
• Escalate smartly by resolving what's in scope, escalating what isn't, always with full context and a recommendation.
• Hit the standard, consistently meeting CSAT, tickets-solved, and handling-time targets without trading quality for speed.
• Spot patterns and surface recurring issues and ideas that make the whole operation better.

About You

You'll need to bring:

• 2+ years in customer service, telehealth/healthcare support, tech support, or a similar problem-solving role, comfortable across email, chat, and calls.
• Excellent written and verbal English, You'll need to communicate clearly and warmly, and be and able to flex your tone to the situation.
• Strong problem-skills and genuine ownership, always thinking a step ahead.
• Strong attention to detail
• Technological proficiency and quickness to adapt to customer support tools; Mac and Google Suite experience a plus.
• Genuine care for patients and their health journey.

We're also looking for people who are ideally available immediately. Working Holiday visa holders with immediate, ongoing availability are welcome to apply.

This is a fixed-term contract role (~3-month engagement), full-time hours 9–5 Monday–Friday, based in Sydney (hybrid), immediate start.

Why join Eucalyptus?

Euc is also behind a growing family of digital healthcare clinics (Pilot, Kin, Software, Compound) across men's health and well-being, fertility, skincare, and preventative health.

Here's what makes joining Euc unique:

• Grow with us globally - Get mentorship from leaders across Australia, the UK, Germany, and Japan; collaborate with teams in the Philippines and South Africa; and explore new markets or travel internationally. Recognised on Hatch's Hotlist as one of Australia's top employers, we support early-career professionals to become future global leaders.
• Shape your career - Access learning budgets, conferences, certifications, peer shadowing, and a global knowledge-sharing culture.
• Work where well-being matters - Experience catered wellness talks, exercise classes, whoops to track your wellbeing, free barista coffees, funded social clubs, and quarterly rooftop parties.
• Innovate with purpose - Use state-of-the-art tools and contribute to bold, impactful solutions in healthcare.
• Support at every stage - Benefit from parental and miscarriage leave, to health, professional development, and personal days, Whoop membership, and our Employee Assistance Program.

What's ahead in Australia?

• Our goal for the next three years is to support 1 million patients globally to live better for longer. We're launching into new conditions, demographics, and geographies as we build a truly preventive healthcare ecosystem.
• We're on the path to becoming the world's largest international digital healthcare company. It will be challenging, fast-paced, and deeply rewarding.
• You will deliver work that directly shapes patient outcomes and scales evidence-based care across markets.
• You will have high ownership, continuous feedback, and dedicated development support.
• You will collaborate with talented peers to solve complex clinical and operational problems at scale.

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. We use AI-assisted tools across our business to help our teams work more efficiently, including within our recruitment process. These tools support our team — all hiring decisions are made by real people, and every application is reviewed by a member of our recruitment team.