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The Position
The mission of the Patient Care Country Expert Central & Eastern Europe (CEE) is to deliver a seamless, positive experience for customers across multiple communication channels. Dedicated to efficiently resolving service requests and incidents, the Patient Care Advisor ensures proper classification, assignment, tracking, documentation, and follow-up to guarantee a satisfactory resolution.
By driving customer satisfaction through key performance indicators, the Patient Care Country Expert supports the leader with the internal and external teams to offer robust technical and medical support, manages adverse events and product complaints with high-quality customer service, and adheres to organizational, client, and regulatory guidelines. Committed to continuous development through necessary training, tools, and resources, the Patient Care Country Expert consistently delivers value to the team while operating with a global perspective and leveraging best practices.
The Patient Care Country Expert is reporting to the Customer Care Team Manager or other Customer Care Leader and is responsible for the technical, analytical and operational support of the area and coordinating country related topics.



She/He could assist the leader in people management daily tasks and take over deputy functions in case of leader absence. Additionally, is providing excellent customer front-line assistance through a variety of channels and technology to patients and customers related to Products and Digital Solutions commercialized by Roche, understanding their needs and following all the systems and procedures established.
Successful candidate can be located in any of the CEE countries: Poland, Croatia, Slovenia, Romania, Hungary, Czech Republic, Turkey, Greece, Lithuania or Spain (Sant Cugat).
Relocation benefits are not available.
Key Accountabilities
Leadership and Team Support
Provide constructive feedback and coaching on technical and behavioral issues in partnership with the advisor’s leader or Supplier Operations Manager
Inspire and motivate the team by leading by example
Support leaders in quality-related topics and audit preparation
Assist in the recruitment process, including interviewing and initial candidate selection with People & Culture (P&C;)
Proactively support leaders in specific country-related topics, including country meetings, operational process implementation, and task distribution among advisors
In the leader’s absence, ensure the efficient running of daily operations




Communicate operational topics to the team and provide necessary follow-ups
Manage administrative team tasks such as holiday requests and absences
Country-Specific Expertise
Act as the first point of contact for country-specific questions, escalating requests to leaders when necessary
Monitor and analyze KPIs, ensuring country procedures are correctly applied and identifying training needs
Provide training on country-specific topics and procedures to new advisors and offer refresh training as needed
Maintain and update the knowledge base on country-related topics, informing advisors accordingly
Take ownership of adapting general processes to local markets by staying up-to-date with changing regulations and legal frameworks
Proactively propose improvements to existing workflows based on country-specific knowledge and insights
Customer Interaction and Support
Handle escalated customer interactions and provide exemplary solutions
Address complex technical and marketing-oriented customer requests via phone and in writing
Process complaints in alignment with internal quality guidelines and regulatory provisions
Work with inbound workflow objects and manage customer-specific data in the CRM system in real-time
Continuous Improvement and Knowledge Management
Assist in coordinating continuous improvement plans and conducting deep dive analysis of customer feedback
Create, modify, and keep the database updated for the customer experience organization
Act as a coach or mentor for technical and process-related topics for the members
Serve as the primary point of contact for knowledge

📌 Patient Care Country Expert Central & Eastern Europe (Madrid)
🏢 Roche
📍 Madrid