Patient Engagement Specialist

**Eucalyptus **(or 'Euc' for short) is a healthcare technology organisation on a mission to deliver high touch, high quality care to millions of patients.

Eucalyptus is a house of consumer healthcare brands built off of a core shared technology and services layer. We have 4 healthcare brands that form the connective tissue between telehealth consults with doctors, pharmacy delivery and ongoing patient care. Our goal is to provide a differentiated and comprehensive care experience for a wide variety of patients and conditions

The PX (Patient Experience) team is at the heart of Eucalyptus and our brands. The team thrives on making every patient feel uniquely cared for and ensuring our Doctors and fellow Eucalypts can rely on us.

The **Patient Engagement Specialist** will be the first hire into our new sales team. The primary responsibility of your role is to drive health and business outcomes by re-engaging patients who have fallen out of the patient journey, are likely to cancel their subscription, have an opportunity to deepen their relationship with us or have left their subscription some time ago.

Healthcare is one of the last industries to experience a digital revolution, and to help earn the right to treat their condition digitally, a human touch can accelerate a relationship of trust. These interactions add depth to the patient experience and enable higher touch healthcare.

You will work alongside our growth marketing team, doctors, nurses, pharmacies and inbound patient support team to ensure each patients unique needs are met.

Being the voice of the patients to drive product, process and system improvement through collaboration with the wider teams in Eucalyptus.

**Responsibilities**:

- Engage our patients through various interventions to pursue their goals and adhere to their treatments
- Make outbound calls to patients throughout their treatment lifecycle to increase conversion from one stage of the funnel to another
- Make the complex simple for our patients by solving their problems and handling their objections
- Assist in the development, implementation and management of process documentation
- Assist in summarising patient sentiment, escalating issues and bugs and linking back to the relevant Eucalyptus teams to ensure the continual improvement of our products and service
- Build deep relationships fast with patients to earn their trust
- **Be adaptive to the changing needs of Eucalyptus by taking on new responsibilities and ad-hoc tasks from your leader(s)**

There are opportunities to learn about different areas of the business and be involved in product launches, projects, and other initiatives as we scale.

As a TeleHealth company, being flexible around our patients schedule is essential for, as such our Outbound team operates between 9am-8pm, 7 days a week. While flexibility for weekend work and rostering between our operating hours will be required, we work with you to find the right balance.

**Qualifications**:
**Skills and mindset**
- At least 2-3 years of customer facing experience (e.g. real estate, hospitality, call centre, retail, etc)
- Naturally empathetic, reliable, caring, with strong problem-solving skills
- Quick thinker, confident and entrepreneurial
- Strong written and verbal communication skills are a must, and the ability to use a range of tones of voice to interact with customers
- Familiarity with computer skills, or experience with customer service software (prior experience with Mac and Google Suite is a plus)

**Bonus points if you have**
- Proactive sales experience highly valued
- Experience in the healthcare space or allied services, or a keen interest in health & wellness
- Experience with dermatology and skincare in general is highly beneficial
- Interest in how digital businesses work and a willingness to learn