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DocPlanner Group is the world's largest healthcare platform, connecting 24 million patients with 280k doctors across 13 countries through brands like ZnanyLekarz, Doctoralia, MioDottore, DoktorTakvimi, and jameda. The company operates marketplaces, SaaS, and AI tools that help doctors, clinics, and hospitals work more efficiently.
As Regional Patient Care Manager, you will lead Patient Care teams across multiple European markets, serving as both the people manager and operational lead. 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.
Key responsibilities include:
People Management: Own performance reviews, 1:1s, and development conversations for direct reports. Manage absence, availability, and team sizing. Lead hiring decisions and internal mobility. Build a culture of direct feedback and consistent follow-through.
Operational Performance: Track and own regional KPIs including response SLA, first-contact resolution, CSAT, and quality scores. Run quality review and moderation programs with calibration sessions, rubric definition, and feedback loops. Identify performance trends using dashboards and reports, translating them into concrete actions. Own escalation protocols for complex patient cases.
Cross-functional Collaboration: Partner with Country Managers on priorities, workload, and service commitments. Work with Product/PATS teams on tooling rollouts, workflow automation, and process improvements. Contribute to monthly Patient Voice reporting with classified ticket analysis and actionable issue surfacing. Act as regional interface for global policy rollouts and operational changes.
The role offers hybrid flexibility with office hubs in Barcelona, Warsaw, Curitiba, Rio de Janeiro, Mexico City, Bogotá, Munich, Rome, and Bologna. Benefits include healthcare insurance, wellness programs, flexible time off, local perks (meal vouchers, transport allowances, extended parental leave), and career growth opportunities within a global team of 3,000+ employees.
REQUIREMENTS:
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-haves:
- 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
- Spanish, Italian, Polish, or German language skills (strong plus)
