Patient Support Team Lead - PH (UK Support)

Eucalyptus Inc.

Job Overview

Location

Manila, Manila, Philippines

Job Type

Full-time

Full Job Description

📋 Description

• Lead and manage a patient support team focused on delivering high-quality care to patients in the UK market, ensuring SLAs for response time, resolution, and satisfaction are consistently met.
• Drive day-to-day operational excellence by monitoring performance metrics, identifying trends, and implementing data-driven improvements to enhance team efficiency and patient outcomes.
• Serve as the primary escalation point for complex patient issues, collaborating across clinical, technical, and operational teams to resolve problems swiftly and effectively.
• Set clear, measurable KPIs and cycle targets for the team, aligning daily activities with broader organizational goals and ensuring accountability at all levels.
• Lead with empathy and accountability, providing direct, constructive feedback, coaching team members, and managing performance with fairness and care.
• Oversee hiring, onboarding, and retention efforts for patient support associates, building a high-performing, motivated team aligned with Eucalyptus’s mission.
• Streamline internal processes to improve accuracy, reduce friction, and create a smoother patient experience across all touchpoints.
• Maintain strict confidentiality and compliance when handling sensitive patient health information in accordance with healthcare data standards.
• Utilize productivity tools including Google Suite (Gmail, Calendar, Drive, Docs, Sheets, Forms, Slides), Slack, and Notion to manage workflows, track performance, and communicate effectively.
• Foster a culture of continuous learning by encouraging team members to adapt quickly in a fast-paced environment and embrace feedback as a tool for growth.
• Work full-time (40 hours/week) during UK business hours (1:00 PM – 3:00 AM Manila Time) in a hybrid model, with occasional in-office requirements at the Makati location.
• Maintain a dedicated, professional work-from-home environment with a quiet space, ergonomic setup, proper lighting, and a stable internet connection of at least 30 Mbps.
• Act as a trusted liaison between patient support operations and leadership, proactively identifying bottlenecks and proposing solutions to improve team performance and patient satisfaction.
• Champion a ‘can do’ attitude, taking ownership of tasks with minimal supervision and going the extra mile to support both patients and team members.
• Contribute to a high-trust, high-performance culture where honesty, transparency, and mutual accountability are core values.

🎯 Requirements

• At least one year of full-time leadership experience in a startup, international, or tech company (three years in BPO preferred)
• Strong command of spoken and written English, with ability to communicate clearly and effectively with patients and cross-functional stakeholders
• Proficiency with Google Suite, Slack, Notion, and other productivity/project management tools
• Located within or near Metro Manila, Philippines, with access to a reliable home workspace and internet (30 Mbps minimum)
• Willingness to work full-time during UK business hours (1:00 PM – 3:00 AM Manila Time)
• Demonstrated ability to handle sensitive patient information with confidentiality and compliance

🏖️ Benefits

• Comprehensive health insurance coverage accredited by major hospitals and clinics nationwide, including coverage for up to two dependents
• Statutory employer contributions to SSS, PhilHealth, and HDMF, plus 13th month pay
• Paid sick, maternal/paternal, compassionate, and vacation leave, plus personal health days and well-being budget
• Annual professional development budget and additional leave credits for career growth
• Transportation allowance for in-office days at the Makati office
• Access to mentors, buddies, and regular performance and pay reviews to support long-term career progression

Skills & Technologies

Senior

Remote

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Eucalyptus Inc.

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About Eucalyptus Inc.

Eucalyptus Inc. is a telehealth company operating digital clinics focused on men’s health, women’s health, fertility, and primary care. It provides online consultations, prescription delivery, and ongoing patient management through proprietary platforms. Founded in Australia in 2019 and headquartered in Sydney, the company combines medical oversight with direct-to-consumer pharmacy services to increase access to personalized healthcare across multiple therapeutic areas.

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