Clinical Escalation Resolution Specialist

4 weeks ago

Sydney, New South Wales, Australia Eucalyptus Full time

About Eucalyptus


Eucalyptus, a pioneering digital healthcare company founded in Australia, is dedicated to solving global healthcare challenges. Our mission includes addressing fertility issues and improving behavioral change around chronic conditions like weight loss, diabetes, and mental health.


We've made significant strides since our inception in 2019, helping over 500K patients worldwide through our innovative approach combining technology, design, and operational excellence. Our 5 clinics focus on personalizing the patient experience, powered by a growing team across 5 countries.


We've secured AUD$160M in funding from esteemed investors who backed Uber, Canva, and Airbnb. Our plans include expanding into new markets, offline channels, and tackling new conditions.


We're seeking a dedicated Patient Experience Specialist to join our team. This role is critical in ensuring patient satisfaction by addressing complex queries and escalations. You'll work closely with our Manila-based support team, reporting to the Patient Support Manager.


Key Responsibilities



  • Escalations Management: Triage patient tickets, draft tailored responses, and make direct calls to resolve issues.
  • Patient Satisfaction Improvement: Proactively address escalations to turn around negative experiences.
  • Collaboration & Triage: Work with the Patient Support Manager and Team Leads to prioritize tickets and ensure efficient use of resources.
  • Training & Development: Assist in training frontline team members to improve response quality and reduce escalations.
  • Feedback & Continuous Improvement: Gather patient feedback, identify recurring issues, and collaborate with other departments to improve processes.
  • External Reviews Management: Manage and improve our external review presence, resolving issues on platforms like TrustPilot and Product Review.
  • Reporting & Insights: Track ticket volumes, resolution times, and satisfaction trends, providing actionable insights to the team.

About You


We're seeking someone passionate about delivering exceptional customer experiences. You'll be patient, detail-oriented, and thrive in a fast-paced environment. Ideally, you'll have experience in customer service and support, with a proven ability to handle escalations and complex queries.


Requirements



  • Strong problem-solving skills and a calm, empathetic approach to resolving customer issues.
  • Experience in customer service, patient support, or operations.
  • Ability to work with and train large teams, ideally across multiple locations.
  • Excellent communication skills, both written and verbal.
  • Analytical mindset with the ability to identify trends and provide data-driven recommendations.

Why Join Eucalyptus


We're a dynamic team passionate about healthcare, with a strong work ethic and a commitment to growth. You'll have the autonomy to tackle interesting problems and receive regular feedback from a supportive team. We offer an annual professional development budget, mentors, and buddies to support your career growth.


We're committed to creating a positive work environment, with wellness-themed talks, exercise classes, and regular rooftop parties. You'll have access to a generous parental leave policy, additional miscarriage leave, and an Employee Assistance Programme for support during challenging times.


We value individuals from diverse backgrounds and perspectives, and we're committed to creating an inclusive environment. Please let us know of any reasonable adjustments you may need during the interview process.

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