[Hiring] Regional Patient Care Manager @Docplanner

Role Description

As 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 Responsibilities

• People Management
  • Own performance reviews, 1:1s, and development conversations for direct reports across your markets.
  • Manage absence, availability, and team sizing for your region.
  • Lead hiring decisions and internal mobility within the Patient Care team.
  • Build a culture of direct feedback and consistent follow-through.
• Operational Performance
  • 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.
• Cross-functional Collaboration
  • Partner with Country Managers to align on priorities, workload, and service commitments.
  • Work with the Product/PATS team on tooling rollouts, workflow automation, and process improvements.
  • Contribute to the monthly Patient Voice reporting — classified ticket analysis, actionable issue surfacing.
  • Act as regional interface for global policy rollouts and operational changes.

Qualifications

• Must-haves
  • 5+ years in customer support, patient experience, or service operations — with at least 2 years managing people.
  • Experience managing teams across multiple countries in Europe (not just one market).
  • Strong people instincts: direct, empathetic, consistent — someone teams trust and grow under.
  • Data-driven: comfortable with dashboards, pulling operational reports, and making decisions from numbers.
  • Experience running quality review or moderation programs (calibration, rubric design, scoring).
  • Fluency in English mandatory.
  • Proficiency in project management tools (e.g., Jira, Notion, or similar).
• Nice to have
  • Background in healthtech, marketplace, or two-sided platforms.
  • Experience working with AI-assisted support tools or automation workflows.
  • Familiarity with Intercom, Zendesk, or equivalent support tooling.
  • SQL knowledge or comfort querying data independently.
  • Experience onboarding a new org structure or consolidating teams.
  • Strong plus — Spanish, Italian, Polish, or German language speaker.

Requirements

• 5+ years in customer support, patient experience, or service operations.
• At least 2 years managing people.
• Experience managing teams across multiple countries in Europe.
• Fluency in English.

Benefits

• Global Benefits
  • Healthcare insurance – so you can focus on what matters.
  • Wellness that works for you – from gym memberships to mental health support, we’ve got you covered.
  • Time off that counts – whether it’s a vacation, your birthday, or just a day to recharge, we believe in balance.
• Local Perks
  • Depending on your location, you will be entitled to local benefits like meal vouchers, transport allowances, or extended parental leave.
• Career Growth
  • 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.