About the role (What you’ll be doing)

Eucalyptus believes that providing multidisciplinary clinical support to patients throughout their treatment is critical to achieving our mission. We want to provide patients access to the right clinician at the right time to support their journey.

The Medical Support Associate will play a vital role working alongside doctors, nurses and pharmacists to triage, assess and support patients through their treatment. This position is ideal for individuals who are passionate about healthcare, possess strong communication skills, and are dedicated to providing outstanding customer service.

Your responsibilities may include:

1. Provide medical support to patients with a range of conditions, primarily via email:
   • Triage, assess, and support patients: Evaluate the severity of patients' medical side effects and enquiries, providing appropriate assistance and information and escalating where appropriate.
   • Ensure timely and accurate responses: Respond to patients promptly, delivering accurate medical information and advice while adhering to safety and quality standards.
   • Maintain patient safety: Take necessary precautions to ensure patient safety, especially when addressing medical concerns and side effects.
   • Initiate communication-based on tracker information: Monitor patient progress through tracking data and reach out to patients as needed to provide support to increase treatment adherence
2. Provide internal support for medical support initiatives that focus on access and success of patient treatment plans:
   • Proactive Outreach to Patients: Engage in activities aimed at supporting patients' adherence to treatment plans through proactive communication.
   • GP Letters: Prepare and manage communication with general practitioners to support patient care.
   • Pharmacy Communications: Coordinate with pharmacies to ensure accurate and timely medication delivery and information exchange.
   • 4-Month and 8-Month Reviews: Conduct regular reviews of patient progress and treatment plans to ensure continued adherence and effectiveness under the guidance from the Sydney medical team
3. Share patient insights with the clinical services team and wider business:
   • Share patient feedback: Feel empowered to share any feedback or insights from patients regarding their experiences with the service and any suggestions for improvement.

About you (Who you are)

• Registered Nurse with 2+ years post-registration experience in the healthcare industry
• Excellent writing skills, with the ability to communicate clearly, concisely, and in a patient-friendly manner via email
• Comfortable working in a fast-paced environment, collaborating effectively with team members, and adept at handling frequent interruptions and adapting to changes in workload and schedule
• Task-oriented mindset with meticulous attention to detail, ensuring adherence to processes with precision
• Working hours and schedule: As part of supporting our Australian patients, you’ll work a rotational schedule covering day, mid, and night shifts, depending on patient and operational requirements. Each shift is nine hours, and weekend coverage is also shared across the team on a rotational basis to keep schedules fair and balanced.

Bonus points for:

• Triaging in a clinic or emergency setting
• Previous work experience in tele-health
• Passion for weight loss, skincare, sexual health or fertility

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.