ppbJoin Impress – Europe’s Leading Health-Tech Innovator! /b /ppWe are the largest chain of orthodontic clinics with fully digital processes in Europe. We have revolutionised the invisible orthodontic sector with the best team of professionals specialised in making people smile and using the latest technology for the diagnosis, treatment, and follow-up of all cases. /ph3Job Overview /h3pWe're seeking a dynamic and results-oriented bPatient Care Team Lead - Dutch market /b who will be an important part of a hard-working, fast-growing team. This is your opportunity to experience a #1 health-tech scale-up where both your work and your results are highly tangible and matter to the business. /ph3Location /h3pThis position is based 100% on-site at our headquarters in Barcelona (Spain). /ph3What You’ll Do /h3ullipLead, coach, and develop a team of Patient Care Specialists. /p /lilipMonitor and improve team performance through KPIs and feedback sessions. /p /lilipEnsure high-quality patient interactions across multiple communication channels. /p /lilipOptimize workflows and processes to enhance efficiency. /p /lilipHandle escalations and provide solutions for complex patient cases. /p /lilipCollaborate with other departments (Sales, Operations, Clinical teams, Logistics) to ensure seamless patient care. /p /lilipSupport hiring, onboarding, and training of new team members. /p /lilipCreate up to date training materials with clear processes and procedures. /p /lilipMeasure customer satisfaction and design improvement mechanisms as required. Always ensure world-class NPS. /p /lilipEnsure call, chats, emails volume forecasts and planning requirements are built to manage peak volume periods to ensure delivery of all KPIs. /p /lilipAnalyze statistical service data with QA to review metrics and quality results, establish goals/targets, and focus on areas of opportunity and development. /p /lilipHandle escalations of customers and patients.



/p /lilipSupervise that the standard of patient care department is delivered and maintained in all aspects of the Customer/Patient Care Service function, including (but not limited to): inbound and and outbound call management, complaints, appeals, grievances processes, etc. /p /lilipThis position will be responsible for coaching, developing, performance, and up-skill training. Participate in the hiring or termination of staff if required. /p /lilipSelf-motivation and a hunger for success. Never accept results lower than “Impressive”. /p /lilipLead by example and never stop improving. /p /li /ulh3What You’ll Bring /h3ullipb+1 year of experience leading a team in a similar position within Customer Service working in an international environment. /b /p /lilipbMust-have: Native level of Dutch and full professional level of English /b /p /lilipYou are recognized for your team spirit, your interpersonal and writing skills /p /lilipA proactive attitude and inclusive behaviour. /p /li /ulh3What we offer /h3ullipInternational team! You will work with people from all over the world, at our Barcelona headquarters in the Eixample district. /p /lilipbFixed compensation range: /b €24.000 - 28.000 /p /lilipVariable based on KPI achievement: €5.000 /p /lilipbWorking hours: /b 40h/week, 09:00 to 18:00. /p /lilipbWork days /b: Monday to Saturday (one Saturday/month) /p /lilipbTeeth aligner and whitening benefits /b. /p /lilipReal growth opportunities. /p /lilipWe are an inclusive company. /p /lilipFresh fruit coffee every morning. /p /li /ulpAt Impress we cultivate a culture of inclusion and diversity. We celebrate our employees' individual strengths, views, and experiences and we encourage all candidates to apply, without regard to race, color, religion, gender identity, sexual orientation, age, national origin, disability, or any other factor. /ppOur differences enable us to be a better team – one that makes better decisions, drives innovation, and delivers better results. /p /p #J-18808-Ljbffr

📌 Patient Care Team Lead (Barcelona)
🏢 Impress
📍 Barcelona