Operations Associate, Patient Experience

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.

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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 5 clinics (Juniper, Pilot, Kin, Software, & Compound) 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).

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We’ve raised over AUD$160M 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.

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We’re looking to continue building our team of executional weapons who are passionate about healthcare, aren’t afraid to work hard, and invest in others through direct and honest feedback. This approach enables us to make the most impactful changes to improve the health of millions of patients globally.

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About the role (What you’ll be doing)

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Eucalyptus operates one of Australia’s largest telehealth services. Across our 4 digital clinics, we work with multidisciplinary clinical teams to deliver primary and preventative care to patients across a range of conditions.

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The Patient Experience function is responsible for delivering high-quality support interactions to our patients. Within that function sits our patient support team, our process and change team, our automations team, and our systems and reporting team.

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The Patient Experience team is looking to hire an ambitious and driven Operations Associate to manage our Process and Change team. The role reports directly to the Patient Experience Manager and and involves managing a small team (two people) of process specialists based in Manila. This role is an awesome opportunity for someone who is interested in developing their people management capabilities in a supportive environment.

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This is a role where you will have clear visibility of your impact, and it comes with the opportunity to shape the way we deliver high quality, fast and action-orientated patient interactions in our support channels.

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• Manage the process team. Manage a small (2 person) high-performing, offshore team responsible for building and updating processes that the patient support service team uses to resolve patient enquiries.
• Ensure quality through audits. Manage our auditing processes for both patient support and automated responses to ensure processes are executed correctly and up-to-date, and that interactions with patients are consistently high-quality.
• Drive continuous process improvement. Proactively update processes to reflect the constantly evolving patient experience needs and ensure the frontline team operates at its best. Use data and insight to inform your process improvement roadmap.
• Problem-solve and manage operational projects. Take on projects as needed, identifying and solving complex operational challenges that arise in a fast-paced telehealth environment.
• Advocate for the patient experience. Use patient experience data to drive service and platform improvements across the organisation.

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About you (Who you are)

• An investigator - always looking for things to fix and a love for problem solving
• A builder - wants to build and improve systems across our services, constantly thinking about new and improved ways to do things
• A self-starter - willing to do the 'thing' yourself, wants to get really close to the patient experience to understand what works and what doesn't work
• A team player - likes to hear others opinions and seeks advice from other SMEs, knows who to go to for what problem, can drive solutions through collaborating with others
• An analytical thinker - use data and insights to identify key patient issues, and show with data, the impact of your teams work
• A skilled communicator. You can clearly communicate goals, progress, and obstacles to your team, stakeholders, and the wider business
• A continuous improver - actively seek feedback and continuously strive for growth

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Experience Required

• Ideally you bring 2-3 years worth of experience in a similar operations or customer facing type role
• Experience working with multiple stakeholders, particularly in fast-paced or technical environments.
• A passion for start-ups, healthcare, and using technology to improve services.

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 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
• We will invest in your career - You’ll get access to an annual professional development budget, 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're championing the next generation of talent – Euc has been recognised in Hatch's Hotlist as a Australia's top employer, as rated by Gen Z's.
• 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 play as hard as we work - You’ll experience our frequently catered wellness themed talks, exercise classes, whoops to track your wellbeing, free barista coffees, funded social clubs and quarterly rooftop parties…we know how to let our hair down!
• 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, this includes: personal health and professional development leave, a generous parental leave that offers 20 weeks paid leave for a primary carer, additional miscarriage leave (see more on Kin Fertility’s #WeNeedMoreLeave campaign), as well as our Employee Assistance Programme

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.