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Senior Patient Support Specialist, UK (Mid-Shift)

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Eucalyptus

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Location:
Philippines , Manila

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Category:
Customer Service

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Contract Type:
Employment contract

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Salary:

Not provided
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Job Description:

This isn’t your ordinary customer support role. You won't just be executing processes or answering tickets; you'll be at the forefront of resolving patient issues and delivering high-quality care. As a Customer Support Specialist, you’ll be an essential part of our mission to provide outstanding support to our patients -- either e-mail, chat, and inbound or outbound calls.

Job Responsibility:

  • Patient-Centric Problem Solving: You'll take ownership of patient issues, ensuring they are resolved swiftly and effectively. Your focus is on delivering the highest standard of care and support, making a real difference in the lives of our patients.
  • Collaborative Partnerships: Work closely with our doctors, pharmacies, and delivery partners to coordinate and deliver the best possible outcomes for our patients, ensuring seamless communication and collaboration across teams.
  • Exceeding Service Targets: Consistently meet and exceed key performance metrics, including Customer Satisfaction (CSAT), tickets solved, Average Handling Time (AHT), and other service-related goals.
  • Process Improvement & Innovation: Identify opportunities to enhance our services through optimized processes and automation. You’ll not only spot inefficiencies but also take the initiative to design and implement solutions that improve our support operations.
  • Trend Identification & Escalation: Monitor and escalate recurring issues or patterns in patient tickets to your colleagues and team leaders. Your attention to detail will be crucial in preventing future problems and enhancing our service quality.

Requirements:

  • At least 4 years of experience 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) as a patient/customer facing positions including phone, email and chat
  • You love solving problems and driving outcomes for patients and customers
  • You have strong attention to detail
  • You have strong English written and verbal communication skills, and the ability to use a range of tones of voice to interact with customers
  • You have strong computer skills, or experience with customer service software
  • You are fantastic at anticipating next steps and taking proactive action
  • You have an interest in healthcare and wellness, or experience in the healthcare space or allied services
What we offer:
  • Sick leave
  • Maternal/paternal leave
  • Compassionate leave
  • Vacation leave
  • Personal health days leave and budget
  • 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)
  • 13th month pay
  • Transportation allowance
  • Annual professional development budget
  • Additional leave credits
  • Mentors and buddies
  • Regular performance and pay reviews
  • Equity

Additional Information:

Job Posted:
May 05, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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