Senior Patient Support Specialist

About this role

About Eucalyptus

We're on a mission to make good health last a lifetime. More than 1 billion people live with obesity worldwide, driving preventable chronic conditions. We're here to build better long-term care.

Eucalyptus is now part of Hims & Hers, the global leader in personalised health and wellness.

Euc is the company behind Juniper, one of the world's largest weight-management programs combining GLP-1 medication with personalised nutrition, movement support, and clinician-led care from prescribers, nurses, health coaches, pharmacists, and dietitians. Our published clinical research shows that our combined clinical and behavioural approach helps patients lose significantly more weight during their treatment with Juniper by four times.

Our Growth Story:

• Supporting patients living with obesity across our 5 markets

• Received selective NICE endorsement to provide services to the NHS

• Tailored our offering to thousands of patients in Australia, the UK, Germany, Japan and Canada.

About the role

As a Senior Patient Support Specialist, you’ll play an important role in ensuring our patients receive reliable, empathetic and high-quality support throughout their treatment journey.

Alongside supporting patients directly, you’ll take on additional responsibility within the team. You’ll support more complex cases, keep an eye on key KPIs together with the Patient Support Team Lead, and help identify recurring issues and opportunities to continuously improve the way we work.

You’ll also take on first leadership responsibilities: supporting team members through regular 1:1s and feedback, facilitating team meetings, and acting as a trusted point of contact in the day-to-day.

This is not a formal people management role. You’ll work closely with the Patient Support Team Lead, who retains overall responsibility for team performance and people management.

This role is a great opportunity for someone with solid Customer or Patient Support experience who is ready to take the next step, take on more ownership and continue developing both their operational and leadership skills.

What you'll do

Patient Support & Complex Cases

• Support our patients across different channels, ensuring clear, empathetic and solution-focused communication.

• Take ownership of more complex or sensitive support cases and find pragmatic solutions, including situations where there isn’t yet a clearly defined process.

• Make outbound calls when needed to proactively resolve issues and ensure a positive patient experience.

• Support other Patient Support Specialists with complex cases and operational questions.

• Identify recurring patient pain points and proactively bring them into team discussions.

KPI & Pillar Ownership

• Take ownership of a defined area within Patient Support and, together with the Patient Support Team Lead, keep track of the relevant KPIs and developments within your pillar.

• Identify trends or changes in performance and help understand what may be driving them.

• Combine performance data with patient feedback and insights from the day-to-day work of the team to identify opportunities for improvement.

• Suggest practical actions based on your findings and support their implementation and follow-up.

• Make sure relevant learnings, challenges and developments from your pillar are shared transparently with the team and Patient Support Team Lead.

Process Improvement & Operations

• Identify recurring issues and inefficiencies within your area and contribute ideas for how we can improve the way we work.

• Look beyond individual support cases to understand why certain problems keep occurring.

• Take ownership of smaller process improvement initiatives, supporting them from problem identification through to implementation.

• Support the creation, implementation and ongoing maintenance of internal processes and documentation.

• Collaborate with relevant internal teams when needed to resolve operational challenges and improve the patient experience.

• Help the team successfully adopt new processes and changes in their day-to-day work.

Leadership & Team Development

• Hold regular 1:1s with team members, creating space for feedback, development and ongoing support.

• Support the planning and facilitation of team meetings together with the Patient Support Team Lead, helping communicate relevant updates, learnings and priorities clearly.

• Give constructive feedback and actively share your knowledge and experience with other team members.

• Be a trusted point of contact in the day-to-day and support colleagues in finding solutions independently.

• Support the onboarding and development of new and existing team members.

• Lead by example through strong ownership, reliability, empathy and a consistently high standard of patient support.

• Work closely with the Patient Support Team Lead and proactively share challenges, feedback and insights from the team.

What we're looking for

• Several years of experience in Customer Support, Patient Support or Customer Operations, ideally within a digital or fast-growing environment.

• Confidence handling complex customer or patient requests while staying calm and solution-focused in challenging situations.

• A willingness to take responsibility beyond your own workload and actively support the wider team.

• Ideally, some experience onboarding, coaching or mentoring colleagues and providing regular feedback.

• A good understanding of support KPIs and the ability to use data to identify trends and opportunities for improvement.

• A problem-solving mindset: when you see recurring issues, you’re curious about why they’re happening rather than simply resolving the individual case.

• The ability to approach problems in a structured way, prioritise effectively and understand when to make a decision independently and when to involve others.

• Strong communication skills and the ability to communicate clearly, empathetically and constructively w

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