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Patient Systems & Tooling Specialist

eucalyptus.health Logo

Eucalyptus

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Location:
Philippines , Makati

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

We’re hiring a Patient Systems & Tooling Specialist to strengthen our patient-facing systems capability, with a strong focus on Zendesk administration, reporting, and operational tooling. This role is designed to partner closely with our existing team member, taking ownership of defined areas of platform support to build a more scalable, resilient systems function. You’ll support a wide range of patient-facing teams, including operations, clinical support, and other frontline and back-office functions globally. Over time, this role will help evolve how we manage system requests, automation, reporting, and continuous improvement — not just keep the lights on.

Job Responsibility:

  • Own day-to-day Zendesk administration, including: Triggers, automations, workflows, macros, views, and user/group management
  • Troubleshoot Zendesk issues, edge cases, and workflow conflicts across multiple teams and brands
  • Implement configuration changes safely, with an understanding of downstream impact
  • Maintain strong system hygiene, documentation, and change discipline
  • Own and maintain Zendesk reporting and dashboards to support operational visibility
  • Translate stakeholder questions into meaningful metrics and insights
  • Support teams with data on volumes, trends, performance, and system behaviour
  • Partner with Operations and QA to ensure reporting supports decision-making and improvement initiatives
  • Act as a primary owner for straightforward requests such as: New views or triggers, Configuration changes, Reporting requests and dashboard updates
  • Work within a structured intake and prioritisation model, escalating higher-complexity work when required
  • Help reduce ad-hoc interruptions by reinforcing clearer request pathways and documentation standards
  • Identify opportunities to reduce manual effort through smarter tooling, automation, and workflow design
  • Contribute to improvements that increase system stability, efficiency, and usability
  • Bring curiosity and experimentation around AI-enabled tools, automation, or productivity enhancements that support patient operations (e.g. routing, tagging, triage, insights) and provide the best possible service for our patients
  • Support longer-term system improvements by freeing capacity for higher-impact project work
  • Partner closely with Patient Operations, Clinical Support, QA, Training, and Process teams
  • Communicate clearly with stakeholders to understand the outcome they are trying to achieve — not just the task requested
  • Support global teams across AU, UK, and other markets, with awareness of local operational nuances while building global best practice

Requirements:

  • 3+ years of hands-on Zendesk administration experience, including: Triggers, automations, workflows, macros, views, permissions
  • Troubleshooting complex workflows and system behaviour
  • Strong experience with Zendesk reporting and analytics, including: Building and maintaining dashboards and reports
  • Using data to support operational decisions and improvements
  • Experience supporting contact centre or patient-facing platforms in a fast-paced operational environment
  • Experience working across multiple teams or stakeholders is a strong plus
  • Strong problem-solving and critical-thinking skills — able to diagnose issues, not just apply fixes
  • Comfortable learning complex systems and building deep context over time
  • Clear, confident communicator who manages expectations well
  • Structured, detail-oriented, and disciplined with documentation and change processes
  • Curious about systems, tooling, automation, and how AI can improve operational workflows
  • Looking to grow depth and expertise in systems ownership, not treat this as a short-term role

Nice to have:

  • Experience with AI tools, automation platforms, or system integrations
  • Experience supporting multi-brand or multi-market Zendesk environments
  • Interest in system design, architecture, or long-term platform strategy
What we offer:
  • Competitive PH compensation, 13th-month pay, and full statutory benefits (SSS, PhilHealth, Pag-IBIG)
  • Comprehensive HMO coverage (including dependents)
  • Paid vacation, sick, and parental leave
  • Learning budget and opportunities to grow into deeper systems, automation, or platform roles

Additional Information:

Job Posted:
February 07, 2026

Work Type:
Hybrid work
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