High Impact Process Manager

2 weeks ago

Sydney, New South Wales, Australia Eucalyptus Full time
About Eucalyptus

Eucalyptus, an Australian-founded digital healthcare company, is dedicated to addressing the world's biggest healthcare challenges. Our mission is to combine technology, design, and operational excellence to provide patients with access to the best clinical support whenever they need it.

With a strong focus on personalising experiences for different demographics, our 5 clinics - Juniper, Pilot, Kin, Software, and Compound - are powered by a growing team across 5 countries: Australia, UK, Germany, Japan, and the Philippines. We've raised over AUD$160M in funding from prominent investors, including those who backed Uber, Canva, and Airbnb.

About the Role

We're seeking an ambitious Operations Associate to manage our Process and Change team. As a key member of our Patient Experience function, you will be responsible for delivering high-quality support interactions to patients across a range of conditions. Your role involves managing a small team of process specialists based in Manila and collaborating with multidisciplinary clinical teams to deliver primary and preventative care.

Your Key Responsibilities
  • Manage the process team, ensuring efficient processes that enable the patient support service team to resolve patient enquiries effectively.
  • Ensure quality through audits, guaranteeing that processes are executed correctly and up-to-date, and that interactions with patients are consistently high-quality.
  • Drive continuous process improvement, proactively updating processes to reflect evolving patient experience needs and ensuring the frontline team operates at its best.
  • Problem-solve and manage operational projects, taking on complex challenges that arise in our fast-paced telehealth environment.
  • Advocate for the patient experience, using data to drive service and platform improvements across the organisation.
About You
  • An investigator who continuously seeks opportunities for improvement and problem-solving.
  • A builder who is passionate about constructing and refining systems to enhance services.
  • A self-starter who takes initiative and gets close to the patient experience to understand what works and what doesn't.
  • A team player who values diverse opinions and collaborates with others to drive solutions.
  • An analytical thinker who uses data and insights to identify key patient issues and demonstrate the impact of your team's work.
  • A skilled communicator who clearly conveys goals, progress, and obstacles to your team, stakeholders, and the wider business.
  • A continuous improver who actively seeks feedback and strives for growth.
Requirements and Qualifications
  • Ideal experience includes 2-3 years in similar operations or customer-facing roles.
  • Experience working with multiple stakeholders, particularly in fast-paced or technical environments.
  • A passion for start-ups, healthcare, and leveraging technology to improve services.
Why Join Eucalyptus?
  • We value individuals from diverse backgrounds, experiences, and perspectives, and we strive to create an inclusive environment where everyone can thrive.
  • We offer a generous compensation package, including a salary range of $80,000-$110,000 per annum, depending on experience. Additionally, you'll have access to professional development opportunities, mentors, and buddies to support your career growth.
  • You'll join a talented team that is passionate about making a meaningful impact in the healthcare industry. We foster a culture of innovation, experimentation, and continuous learning, which enables us to stay ahead of the curve and drive meaningful change.

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