Clinical Operations Support Lead
Healthcare is usually slow and boring. We believe in its potential to be exciting and entertaining. But changing the healthcare experience is hard – and we’re gonna need all the help we can get…!
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 4 brands (Juniper, Pilot, Kin & Software) 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$150M 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.
About the role (What you’ll be doing)
Eucalyptus believes that providing multidisciplinary clinical support to patients throughout their treatment is critical to achieving our mission. We want to provide patients access to the right clinician at the right time to support their journey.
The Practitioner Support Specialist will play a vital role in:
supporting our multidisciplinary Medical Support team provide ongoing treatment advice to patients; and
ensure EUC healthcare professionals have access to the tools, resources, and support they need to provide exceptional care to our patients.
This position is ideal for individuals who are passionate about healthcare, possess strong communication skills, and are dedicated to providing outstanding customer service.
Your responsibilities may include:
You’ll be accountable for the productivity and effectiveness of the team you manage. The responsibilities of your role include:
- Ensure our patients are receiving safe, timely, and high-quality interactions with your team alongside the medical support team
- Oversee and monitor the quality of patient interactions of the team
- Ensure our patients are receiving support within the quality parameters
- Ensure individual team members are meeting expected ticket volumes and service delivery standards
- Empower team members by providing them with the resources, guidance, and support they need to excel in their roles
- Ensure our practitioners are onboarded efficiently
- Coordinate the team to onboard practitioners on schedule including providing support to practitioners on the use of our telehealth platform and other essential technology tools
- Ensure practitioners receive timely technology support
- Ensure practitioners are receiving support within agreed service levels from the team including responding to inquiries and proactive check ins
- Ensure team members are resolving practitioner issues efficiently, striving to minimize any disruptions to their telehealth services by following established escalation procedures.
- Ensure consult queues are attended to
- Ensure team members are actively checking in on the consult queue and following HQ guidelines to reactively manage them
- Lead initiatives to improve the performance of the team or individuals
- Identify areas where the team can improve its performance and efficiency
- Develop and implement improvement initiatives alongside the Sydney team (eg. process optimisation, workflow improvements, and performance metrics tracking)
- Provide coaching and support to team members to enhance their skills and capabilities
- Advocate for our patients and practitioners by sharing insights with the clinical services team and wider business
- Collect and share patient and practitioner feedback and insights with the clinical services team and other relevant stakeholders.
- Preparing reports on key metrics that you will be accountable for
Who are we looking for?
- A bachelor's degree in a relevant field is preferred but not mandatory.
- Past leadership experience with leading a hybrid team is preferred but not mandatory
- Tech-Savvy: The ideal candidate should be comfortable with various commonplace technologies, have a strong understanding of digital tools, and be able to adapt to new systems quickly.
- Customer Service Experience: Previous experience in customer service, call centers, or support roles is a significant advantage. Experience in a healthcare or telehealth environment is a plus.
- Detail-Oriented: We are seeking candidates who can manage complex processes, follow guidelines, and ensure a high degree of accuracy in their work.
- Communication Skills: Strong English written and verbal communication skills are essential. The candidate should be able to explain technical details in a clear and concise manner and interact professionally with practitioners.
- Problem-Solving Abilities: The role requires a candidate who can think critically and troubleshoot effectively, whether it's resolving technical or operational issues.
- Adaptability: Telehealth is a dynamic field with evolving technologies and regulations. The candidate should be adaptable and open to change.
The role is held accountable to the following metrics on performance:
- Ticket Volumes - the number of patients they engage with on a weekly basis
- AHT - the average length of time it takes to solve each interaction
- QA - the quality and safety of that interaction
- CSAT - the patients satisfaction of that interaction
- SLAs for practitioner responses
- 95% of patients are called in their selected window (daily average)
- End-end onboarding completed <5 business days (unless practitioner sided issue)
- Increased day 1 performance (consults per hour ~90% of cohort average)
Our digital clinics operate 16 hours a day, 7 days a week (AEDT). Flexibility for weekend work and rostering will be required.
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’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 from Day 1, this includes: sick, maternal/paternal, compassionate, and vacation leave. Personal health days leave and budget to encourage you to take care of your well-being. A reliable health insurance provider accredited by major hospitals, clinics, and diagnostic centers nationwide, plus coverage of up to two dependents. Standard employer share for statutory benefits (SSS, PhilHealth, and HDMF), and 13th month pay. Also, transportation allowance to support your expenses when reporting to our Makati office.
- We will invest in your career - You’ll get access to an annual professional development budget and additional leave credits, 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 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 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
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.