Operations Support Specialist, Manila (AU Support)

Job description

We're the world's leading consumer healthcare platform, supporting millions of patients across the US, Australia, the UK, Germany, Japan, Spain and Canada. We're driven by the belief that good health should last a lifetime, and that to get there we need to deliver the personalised, high quality and empathetic care that the traditional system cannot support. You'll partner with our care teams of prescribers, nurses, health coaches, pharmacists and dietitians to support patients across preventative health, weight management and specific women's and men's health conditions. We joined Hims & Hers so that you can do all of the above on a bigger scale, with more ambition, a stronger global brand and the resources to deliver care to patients in dozens of countries. We're looking for people who appreciate and are excited by the enormity and uniqueness of this challenge, and want to work in the most ambitious, smart, fast moving and positive sum environment of their lives to transform how healthcare is delivered globally. We hope that's you. ### **About the role** You'll join our multidisciplinary Medical Operations team, which supports the healthcare professionals who provide ongoing treatment advice to our patients. Your job is to make sure our practitioners have the tools, answers and operational backing to deliver great care, and that patients are seen on time. ### **What you'll be doing** - **Practitioner support:** Be the first point of contact for practitioners and pharmacy partners. Respond promptly, run regular check-ins, and pass their feedback to the right teams. - **Consult queue monitoring:** Monitor our consult queues through your shift and take action under our guidelines, so patients are seen within their call window and overflow stays low. - **Issue resolution and escalation:** Diagnose and resolve operational and technical issues quickly to keep telehealth disruption to a minimum. Escalate complex issues using our established procedures. - **Practitioner onboarding and training:** Coordinate onboarding for new practitioners, make sure they have access to everything they need, and train them on our telehealth platform and tools. - **Insights:** Share patient and practitioner feedback with the clinical services team and wider business to improve the patient experience, service quality and our systems. - **End-to-end ownership:** Own one area of the function from start to finish, such as [practitioner payments, timesheets or onboarding support]. You'll be accountable for accuracy, timeliness and continuous improvement in that area. ### **About you** - 3+ years in customer support, operations or practitioner/patient-facing roles - Comfortable with digital tools and systems. You've used [Google Sheets, Notion, Slack, rostering tools such as Deputy] and ideally basic automation tools (Zapier, Slack workflows) - Detail-oriented, with high accuracy on structured, repeatable processes - A clear, confident communicator with colleagues and healthcare professionals - A practical problem-solver who can spot and fix common technical and operational issues - Adaptable in a fast-moving telehealth environment, and comfortable working rostered shifts including weekends **Shift and weekend work:** Our digital clinics operate 7 days a week. This role is rostered across our operating hours [confirm hours], including weekends and [public holidays, if applicable]. Flexibility with rostering is required. *This role will primarily work 12:00NN - 9:00PM and on weekends.* ### **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 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 - **We also offer a range of benefits** including a MacBook for Work, an awesome space in Makati to work with your peers, generous vacation and sick leave policies, health insurance, transportation allowance and 13th month pay in addition to all the regular statutory benefits (SSS, PhilHealth, and PAGIBIG). *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. We use AI-assisted tools across our business to help our teams work more efficiently, including within our recruitment process. These tools support our team — all hiring decisions are made by real people, and every application is reviewed by a member of our recruitment team.*