Patient Escalation Specialist, Australia Support

About the role (What you'll be doing)

• Manage high-risk or sensitive patient cases, ensuring timely resolution that aligns with legal, regulatory, and support standards through multiple channels (voice, email and live chat)
• Act as the proactive liaison between Patient Support and Legal teams to triage and resolve escalated issues with accuracy and compliance
• Proactively identify and escalate trends and improvement opportunities to the team leads, the QA Specialist and Process, Learning and Knowledge Specialist

About you (Who you are)

• You have 2+ years of experience in escalations in Telehealth or healthcare support, customer service, tech support or other problem solving roles (e.g. virtual assistance, travel and hospitality, financial services, e-commerce support, real estate, logistics) - Voice, Email, live chat
• You stay calm and grounded in high-emotion, high-stakes situations, bringing empathy, sound judgment, and clear boundaries.
• You have experience handling complex patient escalations and know when to involve clinical, legal, or leadership teams.
• You communicate with clarity and care, adapting your tone to sensitive situations.
• You are proactive, detail-oriented, and anticipate next steps to drive strong outcomes.
• You think beyond individual cases, identifying patterns and improving processes.
• You’re tech-savvy, comfortable with customer support tools (Mac and Google Suite), and have an interest in healthcare and wellness.
• You have strong English written and verbal communication skills, and the ability to use a range of tones of voice to interact with customers.

Why you should join Euc

• Our teams are incredibly passionate - Our talent bar is high and our work ethic is strong. You’ll get to stretch yourself everyday and work amongst people who care deeply about our patients. You’ll be given autonomy to tackle interesting problems and receive regular feedback from a supportive team
• We’ll have your back when you need us the most - You’ll be able to lean on a range of leave offerings to support you when needed from Day 1, this includes: sick, maternal/paternal, compassionate, and vacation leave. Personal health days leave and budget to encourage you to take care of your well-being. A reliable health insurance provider accredited by major hospitals, clinics, and diagnostic centers nationwide, plus coverage of up to two dependents. Standard employer share for statutory benefits (SSS, PhilHealth, and HDMF), and 13th month pay. Also, transportation allowance to support your expenses when reporting to our Makati office.
• We will invest in your career - You’ll get access to an annual professional development budget and additional leave credits, mentors and buddies to ensure that you have the support you need to level up. You can expect regular performance and pay reviews as your career grows.
• We are all owners - You’ll be given equity to ensure that you are able to benefit in the upside of your contribution in helping Euc grow. Your ideas will be valued regardless of your role, you will have ownership over the projects you work on which will feel both terrifying but extremely fulfilling.
• We move at incredible speed - You’ll work with team mates who build in the open by sharing their work freely, this helps us learn and iterate quickly so we can deliver high. quality outcomes faster than our competitors. You’ll spend a lot of time outside of your comfort zone learning and iterating frequently, we wouldn’t have it any other way.

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.