Overview

As Patient Care Regional Manager you lead and develop Patient Care teams across European markets, aligning local execution with global standards. You own team performance, quality reviews, and operational cadence, partnering with Country Managers and the Global Head of Patient Care to ensure consistent service. You translate data into actions, drive improvements, and nurture talent across regions. This role offers the chance to shape patient experiences at scale within a values-driven, global team.

Compensaciones / Beneficios

- Healthcare insurance
- Wellness support
- Flexible time off
- Local perks (meal vouchers, transport allowances)
- Career growth opportunities
- Integral, inclusive team environment

Responsabilidades

- Own performance reviews, 1:1s, and development conversations for direct reports across markets
- Manage absence, availability, and team sizing for the region
- Lead hiring decisions and internal mobility within the Patient Care team
- Build a culture of direct feedback and consistent follow-through
- Track and own regional KPIs: response SLA, first-contact resolution, CSAT, and quality scores
- Run quality review and moderation programs — calibration sessions, rubric definition, feedback loops




- Identify performance trends using dashboards and reports; translate them into concrete actions
- Own escalation protocols for complex patient cases
- Partner with Country Managers to align on priorities, workload, and service commitments
- Work with Product/PATS team on tooling rollouts, workflow automation, and process improvements
- Contribute to monthly Patient Voice reporting — ticket analysis, actionable issue surfacing
- Act as regional interface for global policy rollouts and operational changes

Requisitos principales

- 5+ years in customer support, patient experience, or service operations
- Experience managing teams across multiple countries in Europe
- Strong people instincts and trust-building
- Data-driven with dashboard and reporting experience
- Experience running quality review or moderation programs
- Fluency in English mandatory
- Proficiency in project management tools (e.g., Jira, Notion, or similar)

- Empathy
- Direct and consistent communication
- Cross-functional collaboration
- Dashboards and operational reporting
- Quality review and calibration programs
- Jira

📌 Regional Patient Care Manager (Barcelona)
🏢 Docplanner
📍 Barcelona