Medical Support Specialist, Manila (UK Support)



Customer Service
Manila, Philippines
Posted on Tuesday, June 25, 2024

Healthcare is usually slow and boring. We believe in its potential to be exciting and entertaining. But changing the healthcare experience is hard – and we’re gonna need all the help we can get…!

About Eucalyptus

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.

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 and 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).

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.

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.

About the role (What you’ll be doing)

Eucalyptus believes that providing multidisciplinary clinical support to patients throughout their treatment is critical to achieving our mission. We want to provide patients access to the right clinician at the right time to support their journey.

The Medical Support Associate will play a vital role working alongside doctors, nurses and pharmacists to triage, assess and support patients through their treatment. This position is ideal for individuals who are passionate about healthcare, possess strong communication skills, and are dedicated to providing outstanding customer service.

Your responsibilities may include:

Provide medical support to patients with a range of conditions, primarily via email:

  • Triage, assess, and support patients: Evaluate the severity of patients' medical side effects and enquiries, providing appropriate assistance and information and escalating where appropriate.
  • Ensure timely and accurate responses: Respond to patients promptly, delivering accurate medical information and advice while adhering to safety and quality standards.
  • Maintain patient safety: Take necessary precautions to ensure patient safety, especially when addressing medical concerns and side effects.
  • Initiate communication based on tracker information: Monitor patient progress through tracking data and reach out to patients as needed to provide support to increase treatment adherence

Share patient insights with the clinical services team and wider business:

  • Share patient feedback: Feel empowered to share any feedback or insights from patients regarding their experiences with the service and any suggestions for improvement.

About you (Who you are)

  • A Doctor of Medicine, Registered Pharmacist or Registered Nurse with 2+ years post-registration experience in the healthcare industry
  • Excellent writing skills, with the ability to communicate clearly, concisely, and in a patient-friendly manner via email
  • Comfortable working in a fast-paced environment, collaborating effectively with team members, and adept at handling frequent interruptions and adapting to changes in workload and schedule
  • Task-oriented mindset with meticulous attention to detail, ensuring adherence to processes with precision
  • You are willing to work a late mid-shift schedule between 2 PM -1 AM or 6 PM - 3 AM Manila time, with no fixed weekend off

Bonus points for:

  • Triaging in a clinic or emergency setting
  • Previous work experience in tele-health
  • Passion for weight loss, skincare, sexual health or fertility

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’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 from Day 1, this includes: sick, maternal/paternal, compassionate, and vacation leave. Personal health days leave and budget to encourage you to take care of your well-being. A reliable health insurance provider accredited by major hospitals, clinics, and diagnostic centers nationwide, plus coverage of up to two dependents. Standard employer share for statutory benefits (SSS, PhilHealth, and HDMF), and 13th month pay. Also, transportation allowance to support your expenses when reporting to our Makati office.
  • We will invest in your career - You’ll get access to an annual professional development budget and additional leave credits, 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 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

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.