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About the Role

As a Senior Patient Support Specialist, you will ensure patients receive reliable, empathetic, and high-quality support. You will handle complex cases, monitor KPIs, identify recurring issues, and contribute to process improvements. This role involves first leadership responsibilities, including conducting 1:1s and facilitating team meetings, acting as a trusted point of contact, and supporting team members' development, without formal people management duties. It's an opportunity for experienced support professionals to advance their operational and leadership skills.

Responsibilities

Support patients across different channels with clear, empathetic, and solution-focused communication.
Take ownership of complex or sensitive support cases and find pragmatic solutions.
Make outbound calls to proactively resolve issues and ensure a positive patient experience.
Support other Patient Support Specialists with complex cases and operational questions.
Identify recurring patient pain points and bring them into team discussions.
Own a defined area within Patient Support, tracking relevant KPIs and developments.
Identify trends or changes in performance and help understand their drivers.
Combine performance data with patient feedback to identify improvement opportunities.
Suggest practical actions based on findings and support their implementation.
Share relevant learnings, challenges, and developments transparently with the team and Lead.
Identify recurring issues and inefficiencies and contribute ideas for improvement.
Understand the root causes of recurring problems.
Own smaller process improvement initiatives from identification to implementation.
Support the creation, implementation, and maintenance of internal processes and documentation.
Collaborate with internal teams to resolve operational challenges and improve patient experience.
Help the team adopt new processes and changes.
Hold regular 1:1s with team members for feedback, development, and support.
Support the planning and facilitation of team meetings, communicating updates, learnings, and priorities.
Give constructive feedback and share knowledge and experience with team members.
Act as a trusted point of contact and support colleagues in finding solutions independently.
Support the onboarding and development of new and existing team members.
Lead by example through strong ownership, reliability, empathy, and high standards.
Proactively share challenges, feedback, and insights from the team with the Patient Support Team Lead.

Requirements

Several years of experience in Customer Support, Patient Support, or Customer Operations, ideally in a digital or fast-growing environment.
Confidence handling complex customer or patient requests calmly and with a solution-focused approach in challenging situations.
Willingness to take responsibility beyond own workload and actively support the wider team.
Experience onboarding, coaching, or mentoring colleagues and providing regular feedback is ideal.
Good understanding of support KPIs and ability to use data to identify trends and opportunities.
Problem-solving mindset with curiosity about the root causes of recurring issues.
Ability to approach problems structurally, prioritize effectively, and understand when to make independent decisions.
Strong communication skills for clear, empathetic, and constructive interaction with patients and colleagues.
Comfort working in a dynamic environment with changing processes and priorities.
Proactive and reliable working style with a commitment to follow-through.
Fluency in German and English.

Skills

Customer Support
Patient Support
Customer Operations
KPI Tracking
Data Analysis
Process Improvement
Mentoring
Coaching
Communication
Problem-Solving
Prioritization
Leadership
German
English

Location

Remote

Work Type

Full-time

Experience Level

Senior

Salary/Compensations

€40,000 gross per year

Benefits

Additional benefits

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 operates Juniper, a leading weight-management program combining medication with personalized nutrition, movement support, and clinician-led care.
Published clinical research shows Juniper's combined approach helps patients lose significantly more weight (four times) during treatment.
Eucalyptus supports patients across 5 markets, has received NICE endorsement for NHS services, and tailored offerings for thousands of patients in Australia, the UK, Germany, Japan, and Canada.

Equal Opportunity

Eucalyptus values individuals from all backgrounds, experiences, and perspectives, embracing the unique qualities each person brings.
Reasonable adjustments can be requested during the interview process.
AI-assisted tools are used to support teams and the recruitment process, but all hiring decisions are made by people, and every application is reviewed by a member of the recruitment team.