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About the Role

As a Patient Support Specialist, you are the frontline of the patient experience, taking real ownership of patient issues and delivering high-quality care across every channel. This role requires individuals who can start immediately, hit the ground running, and keep patients moving, especially across live chat and calls where speed is critical. We are looking for strong customer service professionals who excel at problem-solving and delivering exceptional support.

Responsibilities

Support patients across email, live chat, and inbound/outbound calls, providing timely, accurate, and empathetic assistance within SLA.
Own issues from first contact through to resolution, ensuring no handoff without a proper handover.
Provide real-time support on live channels, helping patients get answers quickly.
Coordinate with doctors, pharmacies, and delivery partners across different locations to achieve optimal patient outcomes.
Escalate issues appropriately by resolving in-scope problems and escalating out-of-scope issues with full context and recommendations.
Consistently meet targets for CSAT, tickets solved, and handling time without compromising quality.
Identify patterns in patient issues and suggest improvements for the overall operation.

Requirements

2+ years of experience in customer service, telehealth/healthcare support, tech support, or a similar problem-solving role.
Comfortable communicating across email, chat, and phone channels.
Excellent written and verbal English communication skills, with the ability to adapt tone to the situation.
Strong problem-solving skills and a sense of ownership, with a proactive approach.
High attention to detail.
Technological proficiency and ability to quickly adapt to customer support tools.
Mac and Google Suite experience is a plus.
Genuine care for patients and their health journey.
Immediate availability is preferred.
Working Holiday visa holders with immediate, ongoing availability are welcome.

Skills

Customer Service
Telehealth Support
Healthcare Support
Tech Support
Problem-Solving
Communication (Written and Verbal)
Attention to Detail
Adaptability to Tools
Empathy

Location

Sydney

Work Type

Hybrid
Full-time
Fixed-term contract (~3-month engagement)

Experience Level

2+ years

Benefits

Mentorship from leaders across Australia, UK, Germany, and Japan.
Collaboration with international teams.
Opportunities to explore new markets or travel internationally.
Access to learning budgets, conferences, certifications, and peer shadowing.
Global knowledge-sharing culture.
Catered wellness talks and exercise classes.
Whoop membership.
Free barista coffees.
Funded social clubs.
Quarterly rooftop parties.
Parental leave.
Miscarriage leave.
Health benefits.
Professional development support.
Personal days.
Employee Assistance Program.

About the Company

Eucalyptus is on a mission to make good health last a lifetime, addressing the global challenge of obesity and preventable chronic conditions.
Eucalyptus is part of Hims & Hers, a global leader in personalized health and wellness.
Eucalyptus is the company behind Juniper, a leading weight-management program that combines medication with personalized nutrition, movement support, and clinician-led care.
Eucalyptus supports patients living with obesity across 5 markets and has received NICE endorsement to provide services to the NHS.
Eucalyptus offers tailored services to thousands of patients in Australia, the UK, Germany, Japan, and Canada.
Eucalyptus is also behind a growing family of digital healthcare clinics (Pilot, Kin, Software, Compound) focusing on men's health, fertility, skincare, and preventative health.
Recognized on Hatch's Hotlist as one of Australia's top employers.
The company's goal is to support 1 million patients globally to live better for longer over the next three years, launching into new conditions, demographics, and geographies.
Eucalyptus is on the path to becoming the world's largest international digital healthcare company, offering a challenging, fast-paced, and rewarding environment.

Equal Opportunity

Eucalyptus values individuals from all backgrounds, experiences, and perspectives, embracing the unique qualities each person brings.
Applicants are encouraged to disclose any reasonable adjustments needed during the interview process.
AI-assisted tools are used to enhance team efficiency, including in recruitment, but all hiring decisions are made by people, and every application is reviewed by a recruitment team member.