Regional Patient Care Manager

Company Description At 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. Learn more about our products here: pro.doctoralia.es Why join us? 📊 Real impact – We help doctors help patients. Your work truly makes a difference. 📈 At scale, yet agile – 3,000+ employees, but still fast, flexible, and hands-on. ✨ Shape the future, sustain growth – Make a difference now and build for long-term success. Job Description How will you make an impact? Job Purpose 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 What will help you thrive? 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. What to Expect from Our Hiring Process We like to keep things transparent and efficient! Here’s what the process usually looks like (though it might vary slightly depending on the role): 1️⃣ Intro Chat – A first call with our Talent Partner to explore mutual fit around relevant skills, value alignment, and motivation. 2️⃣Hiring Manager Interview – A deeper conversation about your background, aspirations, and experience with your Hiring Manager and your potential manager in this role . Take this chance to ask anything on your mind—it’s just as much about making sure we’re the right fit for you, too. 3️⃣Business Case – A take-home exercise incl. a few days' preparation time, designed to understand how you approach real-life problems. You’ll then walk us through your approach in a collaborative discussion with the hiring manager and the team to discuss your thoughts and findings. 4️⃣ Additional/ Final Interview (Optional) – A final conversation with another senior stakeholder from our Global Team. 5️⃣ References & Offer! 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. 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 (ticket restaurant), transport allowances, or extended parental leave. 🚀 Career Growth – We’re growing, and so can you! 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. While the extent of flexibility depends on your role and team, we value results over rigid schedules. Prefer an office setting? You're welcome at any of our hubs in Barcelona, Warsaw, Curitiba, Rio de Janeiro, Mexico City, Bogotá, Munich, Rome or Bologna. Please note: 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. What We Believe In At Docplanner, our values guide everything we do: 📊 Focus on results – we're here to make an impact. 🧠 Think like an owner – take responsibility, drive outcomes. ✂️ Keep it simple, keep it lean – smart solutions over complexity. 🔊 Be respectful and radically honest – openness builds trust. 📚 Learn and be curious – growth is part of the job. Don’t just take our word for it—check out our Glassdoor to hear what our people say! _________________________________________________________________________ We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all walks of life, regardless of gender, disability, or background, and are dedicated to fostering an inclusive workplace where everyone feels valued and empowered to contribute.