Senior Patient Support Specialist, UK (Mid-Shift)

The role

You will provide patient support through email, chat, and phone calls. You will handle complex cases, manage escalations, and conduct coaching sessions to support the team.

What you will do

• Handle email, chat and phone tickets with accuracy, empathy and sound judgment
• Own complex and sensitive cases that require senior support
• Review low customer satisfaction ratings and negative reviews daily
• Proactively contact patients by call or message within 24 hours of receiving reviews
• Handle escalated calls, emails and chats within assigned support area
• Refer medical questions and clinical concerns to qualified clinicians
• Be a go-to resource for workflows, process guidance and best practices
• Conduct regular side-by-side coaching sessions
• Identify recurring issues and propose practical improvements
• Model professionalism, positivity and patient-first care

Required qualifications

• At least 4 years of experience in Telehealth or healthcare support, customer service, tech support or other problem solving roles as a patient/customer facing positions including phone, email and chat
• Strong attention to detail
• Strong English written and verbal communication skills
• Ability to use a range of tones of voice to interact with customers
• Strong computer skills, or experience with customer service software

Nice to have

• An interest in healthcare and wellness, or experience in the healthcare space or allied services

Benefits

• Sick leave
• Maternal/paternal leave
• Compassionate leave
• Vacation leave
• Personal health days leave
• Budget to encourage well-being
• Health insurance provider coverage for employee and up to two dependents
• Standard employer share for statutory benefits (SSS, PhilHealth, and HDMF)
• 13th month pay
• Transportation allowance for reporting to Makati office
• Annual professional development budget
• Equity

About the company

Eucalyptus is a consumer healthcare platform supporting patients across the US, Australia, the UK, Germany, Japan, Spain and Canada. They joined Hims & Hers to deliver care on a global scale.