Case Study: Expanding critical patient support for Eucalyptus

Eucalyptus is a healthcare technology company building digital experiences for patients. Their healthcare brands (Juniper, Software, Kin, Pilot) form the connective tissue between telehealth consults with doctors, pharmacy delivery and ongoing patient care.

As one of Australia’s fastest-growing startups, scalability is paramount for Eucalyptus. To maintain speed and efficiency, they decided to expand their staff.

We spoke with Jed Finlay, Senior Manager of Patient Support at Eucalyptus, to find out why the company chose to work with Outsourced.

• Location: Australia
• Industry: Health and Wellness
• Outsourced Staff: Contact Center, IT, Creative & Marketing

The challenge

To keep up with rapid growth, Eucalyptus needed to scale quickly. Their first priority was expanding their Patient Support team to continue providing excellent service amidst an increase in patient volume.

They also wanted to ensure cost-efficiency, and decided that offshore staffing would be the best approach.

The solution

Eucalyptus shopped around and considered a handful of providers, but Outsourced showed the most promise. Finlay cited Outsourced’s “great team and great facility in the right location” as the most important deciding factors, along with glowing recommendations from other companies.

Within just 6 weeks of making the decision to work with Outsourced, Eucalyptus was able to onboard their first Philippines-based Patient Support member.

Over the following weeks, they continued to expand the team and see positive results.

“The Filipino staff are always very happy and proud to take on new work,” Finlay noted.

After proving success with Patient Support, Eucalyptus decided to build Outsourced teams for other departments, including the Growth and Operations teams.

Eucalyptus has since filled a number of additional positions via Outsourced, including:

• Clinical Audit Analyst
• IT Support Analyst
• Copywriter
• Legal Administrator
• CX Team Lead
• Medical Administration Specialist
• HR Administrator
• and many more!

“We love our Filipino staff,” Finlay said. “The biggest learning for me has been both how friendly the Filipino staff are, but also the passion for their work.”

When asked whether or not they would recommend Outsourced, Finlay responded,

“Yes, absolutely. We’ve got a great office here with Outsourced, and a great support team who are always willing to help. We are very happy.”