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About the Role
As the leader of the Australian Medical Support team, you will champion the patient relationship, drive operational efficiency, and ensure every interaction delivers value. You will work in alignment with Manila teams, leveraging automation and AI to achieve safe, fast, and meaningful patient outcomes at scale.
Responsibilities
- Lead and develop a world-class patient care team, setting clinical standards and fostering an environment for high performance.
- Champion a patient-first approach by embedding empathy and understanding patient needs into all decisions.
- Design and implement scalable systems, processes, workflows, and training for consistent, high-quality support.
- Utilize data and analytics to forecast demand, track performance, identify root causes, and drive proactive improvements.
- Serve as the senior decision-maker for complex patient inquiries, solving issues and collaborating cross-functionally to drive process improvements.
Requirements
- Proven background in customer support, service operations, or patient experience at scale.
- Skilled in leading large, distributed, or offshore teams.
- Ability to craft compelling communications across all organizational levels.
- Track record of improving service performance through insights, analytics, and experimentation.
- Ability to find solutions and maintain momentum through change and ambiguity.
- Actively seeks feedback and models this behavior for their team.
- Looks for structural improvements rather than just case-by-case fixes.
- Genuine excitement about the intersection of technology, healthcare, and patient outcomes.
Skills
- Customer support
- Service operations
- Patient experience
- People leadership
- Communication
- Data analysis
- Problem-solving
- Systems thinking
Location
- Sydney
Work Type
- Full-time
Experience Level
- Experienced operator
Benefits
- Parental leave
- Miscarriage leave
- Health benefits
- Professional development support
- Personal days
- Whoop membership
- Employee Assistance Program
- Catered wellness talks
- Exercise classes
- Free barista coffees
- Funded social clubs
- Quarterly rooftop parties
- Learning budgets
- Conferences
- Certifications
- Peer shadowing
About the Company
- Eucalyptus is on a mission to make good health last a lifetime, addressing the global obesity crisis by building better long-term care.
- 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 combining medication with personalized support.
- Eucalyptus supports patients across 5 markets and has received NICE endorsement for NHS services.
- Eucalyptus operates digital healthcare clinics across men's health, fertility, skincare, and preventative health.
- Eucalyptus aims to support 1 million patients globally within three years and is building a preventive healthcare ecosystem.
- Eucalyptus is on the path to becoming the world's largest international digital healthcare company.
Equal Opportunity
- Eucalyptus values individuals from all backgrounds, experiences, and perspectives.
- Reasonable adjustments can be requested during the interview process.
- AI-assisted tools are used to help teams work more efficiently, including in recruitment, but all hiring decisions are made by people.