Operations Associate

Sydney, NSW, Australia

 

Healthcare is usually slow and boring. We believe in its potential to be exciting and entertaining. But changing the healthcare experience is hard – and we’re gonna need all the help we can get…!

About Eucalyptus

Eucalyptus (or 'Euc' for short) is an Australian founded digital healthcare company that is on a mission to solve the world’s biggest healthcare challenges - think fertility, and behavioural change around chronic conditions such as weight loss, diabetes, and mental health.

Founded in Australia in 2019, we have now helped over 500K patients globally by combining technology, design and operational excellence to help patients access the best clinical support when they need it - wherever they are.

Our 5 clinics (Juniper, Pilot, Kin, Software, & Compound) focus heavily on personalising the experience for different demographics and are powered by a growing team across 5 countries (Australia, UK, Germany, Japan, and the Philippines).

We’ve raised over AUD$150M in funding from Aussie and Silicon Valley investors who were early backers of Uber, Canva and AirBnb. With plans to launch into several more markets, offline channels, and tackle new conditions.

We’re looking to continue building our team of executional weapons who are passionate about healthcare, aren’t afraid to work hard, and invest in others through direct and honest feedback. This approach enables us to make the most impactful changes to improve the health of millions of patients globally.

Eucalyptus operates one of Australia’s largest telehealth services. Across our 5 digital clinics, we work with multidisciplinary clinical teams to deliver primary and preventative care to patients across a range of conditions. The largest part of that clinical workforce is our prescribing practitioners: highly experienced and dedicated GPs, Doctors and Nurse Practitioners who are passionate about providing accessible and effective care to patients.

The Patient Operations function is responsible for every clinical touchpoint our patients have with our clinics. Within that function sits our Medical Operations (MedOps) team, who is responsible for managing a 100-person practitioner workforce to deliver 25,000 consults per month against our strict quality, reliability, efficiency and cost standards.

We are looking for an exceptional person to join this team. This role reports to the MedOps Operations Manager, and works directly with our Clinical and Medical Support teams to execute against an ambitious roadmap.

It’s a big job, with the opportunity to have an immediate impact on the accessibility and reliability of primary and preventative care for hundreds of thousands of Aussies.

About the role (What you’ll be doing)

Responsibilities:

• Partner with our practitioners. Communicate and engage with our team of 100 practitioners. Work together to ensure we’re aligned on incentives and exceed patient expectations for quality and engagement.
• Process Improvement. Proactively update operational processes to improve efficiency and ensure we are constantly evolving to match patient experience needs.
• Team management. Manage our Manila based team to support the smooth day-to-day running of the daily consult operation.
• Metric Tracking. Monitor key metrics and prepare reporting which drives insights to ensure we meet our high standards for reliability, quality, and efficiency.
• Communicate across the business. Communicate across the business and relevant stakeholders to share transparent updates on project work, team wins and challenges.
• Workforce planning & rostering. Work with the team to optimise our supply and demand processes, to ensure we have enough practitioners rostered to meet our patient volumes, and provide an exceptional patient experience.
• Autonomous problem-solving. You’ll tackle some of the toughest operational challenges in the business, including workforce planning, metric improvement, and system building.

About you (Who you are)

• Ready to get stuck in. You’re extremely proactive, ambitious, keen to learn, and ready to get going!
• Clear and impactful communicator. You’re confident in sharing messages across the team, broader business, and our 100-person fully remote prescribing workforce.
• Persistent problem-solver. You are relentless in overcoming obstacles, finding innovative solutions where others see roadblocks.
• Team player. You prioritise the success of the team and fostering a collaborative environment.
• Reflective and growth-oriented. You actively seek feedback and continuously improve.

Experience Required:

• Ideally you bring 2-3 years worth of experience in operations, consulting, law, banking, or similar fields.
• Experience working with multiple stakeholders, particularly in fast-paced or technical environments.
• A passion for start-ups, healthcare, and using technology to improve services.
• No clinical experience is necessary, this is an operations role.

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 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.
• We will invest in your career - You’ll get access to an annual professional development budget, 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 are all owners - You’ll be given equity to ensure that you are able to benefit in the upside of your contribution in helping Euc grow. Your ideas will be valued regardless of your role, you will have ownership over the projects you work on which will feel both terrifying but extremely fulfilling.
• We play as hard as we work - From our annual Eucalympics (Olympic themed decathlon), free weekly barista coffees, funded social clubs, quarterly rooftop parties and weekly catered fireside chats, we know how to let our hair down!
• 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, this includes: personal health and professional development leave, a generous parental leave that offers 20 weeks paid leave for a primary carer, additional miscarriage leave (see more on Kin Fertility’s #WeNeedMoreLeave campaign), as well as our Employee Assistance Programme.

At Eucalyptus, we value individuals from all backgrounds, experiences, and perspectives, and we embrace the unique qualities each person brings. When you apply, please let us know of any reasonable adjustments you may need during the interview process.