3 дня назад
Patient Care Regional Manager
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Patient Care Regional Manager (Healthcare Operations): Leading patient care teams across European markets, owning people management, service KPIs, quality programs, and operational consistency with an accent on cross-country execution, data-driven performance management, and patient support operations. Focus on developing managers and direct reports, analyzing service dashboards, running calibration programs, and coordinating complex patient-case escalations and workflow improvements.
Location: Barcelona, Spain; hybrid. Applicants must already have the legal right to work in their country of residence or in the location of the role. Visa sponsorship is not available.
Company
Group operates a global healthcare platform connecting patients with doctors through marketplaces, SaaS products, and AI tools across 13 countries.
What you will do
- Manage Patient Care teams across assigned European markets, including performance reviews, one-to-ones, development conversations, hiring, mobility, absence, and team sizing.
- Own regional service KPIs including response SLA, first-contact resolution, CSAT, and quality scores.
- Run quality review, moderation, calibration, rubric definition, and feedback programs.
- Use dashboards and operational reports to identify trends and turn insights into concrete actions.
- Manage escalation protocols for complex patient cases and contribute to Patient Voice reporting.
- Partner with Country Managers and Product/PATS teams on priorities, tooling rollouts, workflow automation, and process improvements.
Requirements
- 5+ years of experience in customer support, patient experience, or service operations, including at least 2 years of people management.
- Experience managing teams across multiple European countries.
- Strong data-driven decision-making skills and confidence working with dashboards and operational reports.
- Experience running quality review or moderation programs, including calibration, rubric design, and scoring.
- Fluent English is mandatory.
- Proficiency with project management tools such as Jira, Notion, or similar.
Nice to have
- Experience in healthtech, marketplaces, or two-sided platforms.
- Experience with AI-assisted support tools, automation workflows, Intercom, Zendesk, or equivalent tooling.
- SQL knowledge or the ability to query data independently.
- Experience onboarding a new organizational structure or consolidating teams.
- Spanish, Italian, Polish, or German language skills.
Culture & Benefits
- Healthcare insurance, wellness support, gym memberships, and mental health resources.
- Vacation, birthday leave, and additional time off focused on work-life balance.
- Local benefits may include meal vouchers, transport allowances, and extended parental leave.
- Career development opportunities through team growth and cross-functional projects.
- Flexible hours and remote-work options depend on the role and team; office hubs are available in Barcelona, Warsaw, Curitiba, Rio de Janeiro, Mexico City, Bogotá, Munich, Rome, and Bologna.
- Inclusive and diverse international working environment.
Hiring process
- Introductory conversation with a Talent Partner.
- Hiring Manager interview followed by a take-home business case and discussion.
- Optional final interview, references, and offer.
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