# Senior Patient Support Specialist, UK (Mid-Shift) at Eucalyptus

Eucalyptus is hiring a Senior Patient Support Specialist, UK (Mid-Shift) in Manila, Philippines. Level rates it Little AI ●○○○; you can [apply on Eucalyptus](https://jobsbylevel.com/go/39c48f70-37da-42e2-98c6-6f3a2a64f819?utm_medium=ai-agent).

AI Level 1, AI centrality 38 out of 100. Manila, Manila, Philippines.

## Details

- Company: [Eucalyptus](https://jobsbylevel.com/companies/eucalyptus)
- AI level: AI Level 1 (score 38 out of 100)
- Location: Manila, Manila, Philippines
- Posted: April 27, 2026
- Apply: https://jobsbylevel.com/go/39c48f70-37da-42e2-98c6-6f3a2a64f819?utm_medium=ai-agent
- Free CV review for this job: https://jobsbylevel.com/cv-review?job=senior-patient-support-specialist-uk-mid-shift-at-eucalyptus-a6402b

## Description

We're the world's leading consumer healthcare platform, supporting millions of patients across the US, Australia, the UK, Germany, Japan, Spain and Canada. We're driven by the belief that good health should last a lifetime, and that to get there we need to deliver the personalised, high quality and empathetic care that the traditional system cannot support. You'll partner with our care teams of prescribers, nurses, health coaches, pharmacists and dietitians to support patients across preventative health, weight management and specific women's and men's health conditions. We joined Hims & Hers so that you can do all of the above on a bigger scale, with more ambition, a stronger global brand and the resources to deliver care to patients in dozens of countries. We're looking for people who appreciate and are excited by the enormity and uniqueness of this challenge, and want to work in the most ambitious, smart, fast moving and positive sum environment of their lives to transform how healthcare is delivered globally. We hope that's you. About the role (What you'll be doing) 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. Your core responsibilities: Patient Ticket Handling Handle email, chat and phone tickets with accuracy, empathy and sound judgment. Own complex and sensitive cases that require senior support, within the role’s authority. Model clear, professional and patient-first communication. CSAT Recovery Review low customer satisfaction (CSAT) ratings and negative reviews daily. Proactively contact patients by call or message within 24 hours of receiving the review. Take ownership of the concern, work towards a resolution and help rebuild trust to support retention. Document recovery efforts and flag unresolved cases to your team lead. Escalation Management Handle escalated calls, emails and chats within your assigned support area. Own complex cases through resolution and help Patient Support Specialists de-escalate concerns. Follow the appropriate escalation pathways, referring medical questions and clinical concerns to qualified clinicians. Refer cases outside your authority with clear context and recommendations. Team Support, Feedback & Subject Matter Expertise Be a go-to resource for workflows, process guidance and best practices. Give structured feedback on ticket handling, tone, accuracy and process adherence. Share learnings, contribute to the knowledge base and use weekly quality assurance findings to guide peer support. Proactively flag performance concerns or signs that colleagues need additional support to your team lead. Side-by-Side Sessions Conduct regular side-by-side coaching sessions, prioritising onsite days and colleagues who need additional support. Observe live ticket handling, provide feedback and identify development opportunities. Document actions for the relevant team lead and contribute insights to quality and training discussions. Process Improvement Identify recurring issues, investigate root causes and propose practical improvements. Contribute to workflow reviews, response template maintenance and process development with the quality, training and knowledge teams. Share frontline insights with the process team and help communicate changes back to colleagues. Culture & Engagement Model professionalism, positivity and patient-first care. Support team leads with recognition and team initiatives. Remain approachable and supportive, especially during busy periods. About you (Who you are): You have 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,

The description is cut here. Read the full offer: https://jobsbylevel.com/jobs/senior-patient-support-specialist-uk-mid-shift-at-eucalyptus-a6402b

Source: https://jobsbylevel.com/jobs/senior-patient-support-specialist-uk-mid-shift-at-eucalyptus-a6402b

## Cite this page

Level. https://jobsbylevel.com/jobs/senior-patient-support-specialist-uk-mid-shift-at-eucalyptus-a6402b.

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