Eucalyptus (or 'Euc' for short) is a healthcare technology organisation on a mission to deliver high-touch, high-quality care to millions of patients. 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.
We're well funded, having raised over $100M with our Series C round led by Aussie and US venture capital funds who were early backers of Airbnb, Canva, Uber, and Spotify.
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We're not your typical scaleup, and we don't want typical candidates either. If you're an out-of-the-box thinker, a trendsetter, a risk-taker, and passionate about making a difference in the world, and be a part of building something extraordinary – keep on reading!
We're looking for an experienced, patient obsessed, metrics driven and people-first leader to lead our clinical team.
The Medical Support 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.
About the role & team
In a short period of time, Euc has become the biggest digital healthcare company in Australia and we have strong conviction that a central feature of our service is meaningful touchpoints with our support teams. The primary responsibility of the Medical Support Team Lead is to lead a team of Support Associates who are made up of nurses, pharmacists, doctors and specialists based out of Manila.
The team is there to assist our doctors in triaging, assessing, and aiding patients throughout the telehealth process and ensure our Australian doctors have all the necessary medical information to facilitate a seamless experience during their Zoom or phone calls.
The team also offers support to patients once they begin treatment on any of our platforms, guiding them through side effects and addressing their medical concerns and accountable for resolving patient enquiries related to side effects or general medical questions. The care team also works closely with our Offerings Team (Product) to run experiments and see what interventions lead to better health outcomes, treatment adherence and increased engagement.
We need a team lead who can drive operational excellence, improve patient satisfaction, scale the team to align to our growing business and maintain patient safety.
The successful candidate will be someone who is an inspiring team leader from a clinical or non-clinical background. They will be someone who wants to get into the detail to drive results and understands the trade offs between efficiency, experience & safety. You will need to be good at developing people and operating in a fast moving/changing business.
You'll form part of the Medical Support Leadership Team - so you'll have a heavy hand in determining the strategic direction of the team.
Responsibilities
As Medical Support Lead, you'll be accountable for the productivity and effectiveness of the team you manage. The responsibilities of this role will include:
- Run a strong patient focused rhythm with the team to empower people to deliver excellent experiences
- Ensure an excellent first response time for our patients
- Triage enquiries to ensure they are being handled by the right team
- Lead initiatives that will improve the performance of the team
- Collaborating with the Medical Support Lead in Sydney to oversee our patient safety and ensure adequate coverage across our operating hours
- Training, coaching & organising the team to improve the speed and quality of our work
- Developing strategies to improve patient satisfaction scores
- Advocating for the needs of our patients to the broader business by sharing insights
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 8am-6pm, 7 days a week.
Qualifications
Skills & mindset
- 2+ years of experience in leading a team
- Registered nurse or pharmacist
- Experience in driving operational excellence
- 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
- Startup experience
- Interest in how digital businesses work and a willingness to learn
How do we work at Eucalyptus?
You'll be surrounded by a world-class team of thinkers, designers, engineers and leaders who are obsessed with three things:
- The health and wellbeing of the average person
- Creating personalised, engaging, convenient user-experiences
- Making healthcare fun and interesting (because it is)
The organisation is flat and decision making happens regularly and rapidly at every level of the business. Ultimately, people are given the freedom to make decisions (and mistakes), and learn from the journey. We like to set goals with the mindset that if we hit them all, we haven't challenged ourselves enough.
Why join Eucalyptus?
We are building the future of accessible, patient-centric healthcare!
We have built a technology platform that brings high touch healthcare into the internet age. We plug into doctors, specialists and pharmacies to provide high quality, convenient health products and services.
Our platform currently has 4 healthcare brands that serve patients with different needs and at all stages of their life.
- Pilot provides men with a safe space to access care for sexual health, hair and weight
- Kin supports a woman's entire fertility and health journey
- Software makes it easy to access effective anti-aging and acne treatment
- Juniper supports older women through menopause and their weight loss journey
In just 3 years, we have helped over 250,000 patients across our four brands. And yet, we believe we have only scratched the surface of what is possible in digital healthcare.
