Operations Associate - Patient Support, UK
Eucalyptus
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.
What we have achieved so far
🚀 Launched 5 demographically tailored brands and facilitated over 1 million medical consultations worldwide (Juniper, Pilot, Kin, Software, & Compound).
🌍 Built a team of approaching 500 Eucalypts in 6 countries (🇦🇺🇬🇧🇩🇪🇯🇵🇵🇭🇿🇦) consisting of medical practitioners, engineers, operators and many more functions!
💰 Raised over US$100M funding from the same investors who backed Canva, Uber, and AirBnB.
🇬🇧 In just over 2 years we have grown the Juniper UK brand, which is now our biggest brand globally!
… and we’re just getting started! Read more about our mission to change healthcare here.
What’s Next?
In the UK we are continuing to grow with ambitions to triple our business by the end of the year!
To achieve this, we are continuously building our team of dedicated professionals who are passionate about healthcare, willing to work hard, and committed to investing in others through direct and honest feedback. This collaborative and proactive approach enables us to make impactful changes, improving the health of millions of patients globally
About The Role
As an Ops Associate – Patient Support, you will bridge operations with customer service by ensuring that our support systems and processes scale with the demands of patient care. You will have a strategic hand in optimising support processes, while remaining close to patient needs, ensuring high-quality and timely responses from our support teams.
You'll be working across multiple operational workstreams, with a key focus on supporting and scaling our Patient Experience (PX) team. You will help ensure patients receive seamless, high-quality care while improving efficiency behind the scenes.
What You’ll Do (Responsibilities)
- Optimise Support Workflows: Streamline patient support processes to ensure timely, high-quality care, reducing bottlenecks between support, prescriber, and pharmacy teams.
- Manage and Scale Operations: Oversee the day-to-day running of the PX team, ensuring smooth hand-offs across functions while identifying areas for efficiency improvements.
- Lead Outsourced Teams: Work closely with our Manila-based support team, refining workflows and ensuring consistent patient communication that aligns with our service standards.
- Data-Driven Improvements: Analyse patient data to spot trends, improve team performance, and implement scalable solutions that maintain quality as we grow.
- Collaborate with Product and AI Teams: Partner with product teams to drive the integration of AI tools, scaling automation to enhance support operations and improve patient outcomes.
- Tackle Complex Issues: Take charge of high-impact patient escalations, working cross-functionally to resolve issues and ensure long-term operational fixes.
- Support Growth: Help design and implement frameworks that enable the PX team to scale as Eucalyptus continues to expand.
About You (Skills and Experiences)
- 3+ years of operational experience, ideally in healthcare or customer-focused startups, with a preference for those with direct experience in patient support.
- Strong analytical and problem-solving skills, with the ability to quickly diagnose issues and implement solutions.
- Exceptional communication skills—you’re able to articulate solutions and processes to internal teams and explain complex issues to patients in an empathetic way.
- Adaptability: Thrives in fast-paced environments and can shift priorities quickly, while maintaining high attention to detail.
- Team player: You’re comfortable working cross-functionally and collaborating with support, clinical, and operational teams.
- Bias for action: When problems arise, you’re quick to respond with both short-term fixes and long-term solutions.
- Empathy-driven problem-solving: You understand patient pain points and are committed to ensuring their needs are met effectively, without sacrificing operational efficiency.
So, why join Eucalyptus?
- Make real impact, fast - We build in the open together, which helps us learn and iterate more quickly so we can deliver high quality outcomes faster than anyone else. Helping impact patients lives for the better from the moment you join Euc.
- You’ll be supported to accelerate your career - Regular feedback alongside our bi-annual performance reviews, a professional development budget & leave help ensure you have the support you need to level up. We’re committed to helping every Eucalypt reach their full potential.
- You’ll work with others who are incredibly passionate about what they do - Our talent bar is high and our work ethic is strong. You’ll get to stretch yourself everyday, be given autonomy to tackle interesting problems, and work amongst people who care deeply about our patients.
- We also offer a range of benefits including
- Your own stake in the business with our employee options program
- A monthly wellness allowance, for you to spend on whatever wellness means to you
- A yearly personal development budget and 3 extra days of leave to continuously up-skill yourself
- 25 days holiday + bank holidays with an enhanced parental leave policy
- A fun office with regular socials including after school sport, clubs, cycle kick offs and seasonal parties
- Your own MacBook and more!
- Want to hear more about what it’s like to work at Eucalyptus? Hear from our team here or check us out on Instagram @euc.alypt.us
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.