Patient Experience Specialist

4 weeks ago

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

Eucalyptus is a pioneering digital healthcare company founded in Australia in 2019. Our mission is to address the world's most pressing healthcare challenges, such as fertility, behavioral change, and chronic conditions. With a strong presence in 5 countries and over 500K patients globally, we're committed to delivering exceptional patient experiences through technology, design, and operational excellence.

The Role

We're seeking a highly skilled Patient Experience Specialist to join our team. As a key member of our support team, you'll play a critical role in ensuring patient satisfaction by resolving complex queries and escalations. Your work will have a direct impact on improving our experience and supporting the health outcomes of our patients.

Key Responsibilities:
  • Escalations Management: Own our ticket triage process, reviewing interactions with patients, drafting tailored responses, and regularly calling patients to assist in resolving their issues.
  • Patient Satisfaction Improvement: Proactively address escalations where patient satisfaction is at risk, helping to turn around potentially negative experiences.
  • Collaboration & Triage: Work closely with the Patient Support Manager and Team Leads in Manila to prioritize and triage tickets, ensuring efficient use of time and resources.
  • Training & Development: Assist in training frontline team members to improve their response quality, reducing escalations over time.
  • Feedback & Continuous Improvement: Gather and analyze patient feedback to identify recurring issues, collaborating with other departments to improve processes.
  • External Reviews Management: Manage and improve our external review presence, resolving issues highlighted in platforms like TrustPilot and Product Review.
About You

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

Why Join Eucalyptus?

Our teams are incredibly passionate, and our work ethic is strong. You'll get to stretch yourself every day 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 move at incredible speed, and you'll work with team members who build in the open, sharing their work freely to learn and iterate quickly. We'll invest in your career, providing an annual professional development budget, mentors, and buddies to ensure you have the support you need to level up. You'll also have access to regular performance and pay reviews as your career grows.

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