Patient Care Manager

The role

You will lead the Medical Support and Health Coaching functions in Germany. You will focus on scaling these teams and improving processes to support a growing patient base.

What you will do

• Lead and develop team seniors
• Own metrics including response times, resolution, CSAT and quality
• Map and fix medical question handling processes
• Scale health coaching to benefit more patients
• Partner with product and engineering on in-app content and tools
• Involve clinical operations and legal when changes touch clinical care
• Adapt successful methods from UK and Australian teams for German patients
• Build plans for team structure and efficiency for a larger patient base
• Shape hiring and define role requirements
• Tighten handoffs with Patient Experience

Required qualifications

• 7–12 years of experience running support or patient operations
• Experience leading large teams
• Experience leading support operations in a high-touch or sensitive setting
• Track record of improving processes hands-on
• Experience in a high-growth company
• Comfort working across functions and countries
• Fluent German
• Strong English

Nice to have

• Medical or clinical background

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 personalised care on a global scale.