Director, Patient Support & Experience

About us:

easykind is a leading Australian alternative healthcare telehealth clinic. Each year, we help thousands of patients across the country access trusted, alternative healthcare services. At a time when the alternative healthcare landscape in Australia felt confusing and hard to navigate, easykind began with a clear vision: to make compassionate care easily accessible for anyone looking for a kinder approach to their wellbeing.

This original vision remains a key foundation of our clinic today. We carry this inspiration into everything we do at easykind, ensuring that our focus remains firmly on our patients and their care.
Our clinical team, composed of AHPRA-registered doctors and nurse practitioners, provides expert, professional care during every consultation. Before and after appointments, our patient support centre is on hand to answer questions and guide patients, ensuring they feel fully supported throughout their alternative healthcare journey with us.

The Role:

We’re looking for a Director of Patient Support & Experience to lead and evolve our patient contact operations across Australia. This is not a traditional contact centre leadership role.

This is a critical leadership role responsible for shaping how patients experience our service - from contact through to medication fulfilment and ongoing care. You will lead both our Patient Contact and Patient Experience functions, while also owning our pharmacy partnership.

As a member of the Australian Leadership Team, you’ll play a key role in driving retention, improving operational performance, and ensuring the voice of the patient directly informs how we scale.

You’ll be responsible for:

• Delivering exceptional, scalable patient support operations

• Owning the end-to-end patient experience, including complaints, escalations and fulfilment

• Managing our pharmacy partner relationship

• Embedding a strong Voice of the Customer program

• Driving continuous improvement across systems, processes and teams

You will lead a multi-layered team across inbound, outbound and patient experience functions, and partner closely with Clinical, Product, Operations, Marketing, Technology and Strategy teams.

What You’ll Be Responsible For

Leadership & Strategy

• Define and execute the Patient Support strategy aligned to growth and retention

• Contribute to Australian leadership team decisions and strategic planning

• Build a high-performing, patient-centric culture across teams

Patient Contact & Experience

• Oversee inbound and outbound patient operations

• Ensure strong performance across SLAs, quality and compliance

• Lead complaint management, escalations and resolution frameworks

Pharmacy Partnership

• Own the relationship with our pharmacy partner, enabling a high-quality, collaborative partnership experience and alignment

• Ensure strong performance and continuous improvement in fulfilment
  

Voice of the Customer

• Own and evolve our VoC program (NPS, CSAT, complaints, insights) working closely with Marketing and Strategy teams

• Translate patient feedback into actionable improvements

• Bring patient insight into leadership decision-making

Operational & Commercial Performance

• Manage cost-to-serve while maintaining quality

• Improve retention and reduce churn linked to service and fulfilment

• Drive efficiency and scalability across operations

What We’re Looking For

• Proven experience leading customer / patient operations, patient support or service functions

• Experience managing multi-layered teams in a fast-paced environment

• Strong operational leadership with a focus on scalability and efficiency

• Experience managing external partners (ideally in healthcare or regulated environments)

• Ability to connect customer experience to commercial outcomes (retention, revenue, cost)

• Strong stakeholder influence across cross-functional teams

• Comfortable operating at both strategic and operational levels

Experience in telehealth, healthcare or other regulated industries is highly regarded.

What We Offer:

• Work at the forefront of a rapidly growing healthcare industry.

• Join a collaborative team that genuinely supports each other.

• Competitive remuneration and benefits.

• Join a company nominated for LinkedIn's Top Startups 2025⭐