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Health Coach

Sydney CBD, NSW

A Health Coach provides critical capabilities for Eucalyptus in supporting our patients to fundamentally change their habits, leading to significantly improved health outcomes. This is achieved by creating long-term engagement and relationships with our metabolic reset patients. This role facilitates the encouragement, check-in, and primary interaction point with these patients that are trusting us to support their health journey.

Job description

The primary responsibility for the Health Coach will be managing the communications process and engagement for metabolic reset patients, end to end via community management, group and individual patient communications.

The role in short includes:

  • Patient community management
  • Providing general advice and coaching for engagement in group and individual communications
  • Triage, responding, and escalating communications from patients
  • Directing patient queries and feedback to the relevant internal channel

The role will work within a team to ensure patients are supported, and their treatments are delivered on time. You will be a critical point of contact for internal operation teams, our cold freight service, as well as Eucalyptus partnered doctors.

This role requires a high level of empathy, the ability to prioritise simultaneous activities and communications with multiple patients while ensuring high attention to detail, and a patient-centric-oriented approach.

You will be interacting directly with real people dealing with real health issues and medical diagnosis/diagnoses and must be able to identify, respond to, and escalate interactions and situations appropriately in accordance with guidelines and for exceptions.

This role will be important to the continued success of Eucalyptus and will filter important information back through the rest of the team so we can continue to improve the lives of all Australians.

Responsibilities 

  • Community management (slack and other channels as required)
  • Individual and group messaging of patients
  • Triage, responding, and escalating communications from patients including:
    • Reported side effects (Following the process for triaging, responding to, and/or escalating reports)
    • EDMs and doctor/dietician communications (Following the process for responding to and/or escalating replies)
    • Recording and reporting on patient feedback and trends
    • Other ad-hoc communications
  • Following the standard communications process for each patient from Week 0 according to general timelines including:
    • Dosage schedule reminders
    • Following up on dietician goals
    • Weekly check-ins
    • Other communications as required
    • Following up with patients that are non-responsive to communications
  • Recording patient details on schedule [e.g. Monday (workflow system)]
  • Reporting on patient engagement, adverse incidents, etc
  • Tracking patient deliveries, escalating any delays, and responding to delivery failures
    • Identifying opportunities for improvement and mitigation of future failures
  • Support the maintenance of patient question directory/help centre

Experience required

Skills and mindset

  • At least 2-3 years of customer service experience or equivalent (e.g. hospitality, call centre, retail, etc)
  • Naturally empathetic, reliable, caring, with strong problem-solving skills
  • Goes without saying - you're obsessive about customer experience and thrive on understanding a customers’ problems and finding the best solution

Bonus points if you have

  • Experience in the healthcare space or allied services, or a keen interest in nutrition, health & wellness
  • Experience using a range of tones of voice whilst interacting with a broad range of customers
  • Experience with customer service software
  • Interest in how digital businesses work and a willingness to learn

Why join Eucalyptus?

We are building the future of accessible, patient-centric healthcare right here in Australia!

In just 2 years, we've grown to over 100 000 patients across 3 companies. Blackbird, who invested in us, put us among the fastest-growing companies they have ever funded.

What do we do, exactly?

Well, we have built a technology platform to deliver healthcare to Australians with a level of care and depth that brings healthcare into the internet age. We plug into doctors, specialists and pharmacies from all over the country, and our brands (Pilot, Kin and Software) cater for different demographics. Our most recent brand, Normal, is changing the conversation around sexual health and wellness.

How do we work?

Things move quickly here. We like to set goals with the mindset that if we hit them all we haven’t challenged ourselves enough. You’ll be surrounded by a world-class team of thinkers, designers, engineers and leaders who are obsessed with three things:

  1. The health and wellbeing of the average person
  2. Creating personalised, engaging, convenient user-experiences
  3. Making healthcare fun and interesting (because it is)

The organisation is flat and decision making happens regularly and rapidly at every level of the org. We believe too many chefs spoil the broth and ultimately people are given the freedom to make decisions (and mistakes), and learn from the journey. Ultimately, we believe ideas are cheap and execution is more important than anything.

Why you'll thrive here

We want to set you up for success from day one, ensuring you’ll thrive here because you’ll:

  • Come in at the ground floor at one of the fastest growing startups in the country while we are still small (~80 people).
  • An awesome office in Haymarket, near Central (with flexible work – esp. during COVID).
  • See the meaningful impact of your work on over tens of thousands of actual users (check out the customers that love us!).
  • Learn from some of Australia’s best marketers, engineers and creatives, joining a diverse team from Atlassian, Canva, Koala, McKinsey, BuzzFeed, Optiver, Halter and more.
  • A share in the company (equity), so you are rewarded for your best work.

Want to help us build the future of healthcare?

Because we’re going to need all the help we can get.

Apply Now