Company DescriptionAt Docplanner Group, we're on a mission to help people live longer, healthier lives. As the world's largest healthcare platform, each month, we connect 24 million patients with 280k doctors across 13 countries (through brands like ZnanyLekarz, Doctoralia, MioDottore, DoktorTakvimi, and jameda). Our marketplaces, SaaS and AI tools simplify daily tasks and help doctors, clinics and hospitals work more efficiently, so they can focus on what really matters: caring for their patients.

At scale, yet agile – 3,000+ employees, but still fast, flexible, and hands-on. Job PurposeAs Patient Care Regional Manager, you will be the people manager and operational lead for Patient Care teams in your assigned European markets. You will own team performance, quality reviews, and day-to-day operations — while working closely with Country Managers and the Global Patient Care Head to align on priorities and ensure service consistency across markets.

You will be the missing link between global standards and local execution: someone who can read data, give direct feedback, run a tight operational cadence, and genuinely develop the people on your team. Key ResponsibilitiesPeople ManagementOwn performance reviews, 1:1s, and development conversations for direct reports across your marketsManage absence, availability, and team sizing for your regionLead hiring decisions and internal mobility within the Patient Care teamBuild a culture of direct feedback and consistent follow-throughOperational PerformanceTrack and own regional KPIs: response SLA, first-contact resolution, CSAT,



and quality scoresRun quality review and moderation programs — calibration sessions, rubric definition, feedback loopsIdentify performance trends using dashboards and reports; translate them into concrete actionsOwn escalation protocols for complex patient casesCross-functional CollaborationPartner with Country Managers to align on priorities, workload, and service commitmentsWork with the Product/PATS team on tooling rollouts, workflow automation, and process improvementsContribute to the monthly Patient Voice reporting — classified ticket analysis, actionable issue surfacingAct as regional interface for general policy rollouts and operational changesQualificationsWhat will help you thrive? Must-haves5+ years in customer support, patient experience, or service operations — with at least 2 years managing peopleExperience managing teams across multiple countries in Europe (not just one market)Strong people instincts: direct, empathetic, consistent — someone teams trust and grow underData-driven: comfortable with dashboards, pulling operational reports, and making decisions from numbersExperience running quality review or moderation programs (calibration, rubric design, scoring)Fluency in English mandatoryProficiency in project management tools (e.g., Jira, Notion,



or similar)Nice to haveBackground in healthtech, marketplace, or two-sided platformsExperience working with AI-assisted support tools or automation workflowsFamiliarity with Intercom, Zendesk, or equivalent support toolingSQL knowledge or comfort querying data independentlyExperience onboarding a new org structure or consolidating teamsStrong plus — Spanish, Italian, Polish, or German language speaker.

Intro

Chat – A first call with our Talent Partner to explore mutual fit around relevant skills, value alignment, and motivation.

Business

Case – A take-home exercise incl. Additional/ Final Interview (Optional) – A final conversation with another senior stakeholder from our Global Team. Why You'll Love It Here Global Benefits – No matter where you are, you'll have access to: Healthcare insurance – so you can focus on what matters.

Local

Perks – Depending on your location, you will be entitled to local benefits like meal vouchers (ticket restaurant), transport allowances, or extended parental leave. You'll find lots of chances to learn, develop, and explore new paths—whether within your team or through cross-functional projects. A Truly Global Team – Work with talented people from all over the world in a diverse and inclusive environment.

Flexibility That

Works for You – Remote work and flexible hours aren't just buzzwords here. Prefer an office setting? At this time, we are not able to sponsor visas for this position. To apply, you must already have the legal right to work in your country of residence or the location of the role.

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