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DocPlanner Group is the world's largest healthcare platform, connecting 24 million patients with 280,000 doctors across 13 countries through brands like ZnanyLekarz, Doctoralia, MioDottore, DoktorTakvimi, and jameda. The company operates marketplaces, SaaS, and AI tools that help healthcare providers work more efficiently.
As Regional Patient Care Manager, you will lead patient care operations across multiple European markets from the Warsaw hub. You are responsible for managing a team of patient care professionals, ensuring service quality, and driving operational excellence across your assigned region.
Key responsibilities include:
**People Management:** Own performance reviews, 1:1 development conversations, and hiring decisions for your direct reports. Manage team sizing, absence, and availability across markets. 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 and feedback loops. Identify performance trends using dashboards and translate them into concrete actions. Own escalation protocols for complex patient cases.
**Cross-functional Collaboration:** Partner with Country Managers to align on priorities and service commitments. Work with Product and PATS teams on tooling rollouts and process improvements. Contribute to monthly Patient Voice reporting and act as the regional interface for global policy rollouts.
You will be the bridge between global standards and local execution, reading data, giving direct feedback, running tight operational cadence, and genuinely developing your team.
Required qualifications: 5+ years in customer support, patient experience, or service operations with at least 2 years managing people. Experience managing teams across multiple European countries. Strong people instincts—direct, empathetic, consistent. Data-driven with comfort using dashboards and operational reports. Experience running quality review or moderation programs. Fluent in English and proficient in project management tools like Jira or Notion.
Nice-to-have skills include healthtech or marketplace background, experience with AI-assisted support tools, familiarity with Intercom or Zendesk, SQL knowledge, and fluency in Spanish, Italian, Polish, or German.
