Regional Patient Care Manager

Docplanner

. Lead and manage Patient Care teams across assigned European markets .

Posted 9/30/2026full-timeBarcelona • SpainMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing Patient Care teams across European markets, focusing on performance management, quality reviews, and operational excellence. Proficient in data-driven decision-making and familiar with customer support tools and methodologies.

Highest-signal resume keywords

Team ManagementPerformance ReviewData-Driven Decision-MakingQuality Review ProgramsFluency in English

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportPatient ExperienceOperational ReportingQuality ScoringSQL Knowledge

Soft Skills

EmpathyDirect CommunicationConsistency

Tools & Technologies

JiraNotionIntercomZendesk

Industry Keywords

HealthtechService OperationsTwo-Sided PlatformsAutomation Workflows

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Lead and manage Patient Care teams across assigned European markets
Own team performance, quality reviews, and day-to-day operations
Work with Country Managers and the Global Patient Care Head to align priorities and service consistency
Conduct performance reviews, 1:1s, and development conversations
Manage absence, availability, and regional team sizing
Lead hiring decisions and internal mobility within Patient Care
Build a culture of direct feedback and consistent follow-through
Track regional KPIs, including response SLA, first-contact resolution, CSAT, and quality scores
Run quality review and moderation programs, including calibration sessions, rubric definition, and feedback loops
Identify performance trends through dashboards and reports and convert them into actions
Own escalation protocols for complex patient cases
Partner with Country Managers on priorities, workload, and service commitments
Collaborate with Product/PATS on tooling rollouts, workflow automation, and process improvements
Contribute to monthly Patient Voice reporting through classified ticket analysis and actionable issue identification
Act as the regional interface for global policy rollouts and operational changes

Requirements

What you’ll need

5+ years in customer support, patient experience, or service operations
At least 2 years managing people
Experience managing teams across multiple countries in Europe
Strong people instincts: direct, empathetic, and consistent
Comfortable with dashboards, operational reports, and data-driven decision-making
Experience running quality review or moderation programs, including calibration, rubric design, and scoring
Fluency in English is mandatory
Proficiency in project management tools such as Jira, Notion, or similar
Background in healthtech, marketplaces, or two-sided platforms is nice to have
Experience with AI-assisted support tools or automation workflows is nice to have
Familiarity with Intercom, Zendesk, or equivalent support tooling is nice to have
SQL knowledge or ability to query data independently is nice to have
Experience onboarding a new organizational structure or consolidating teams is nice to have
Spanish, Italian, Polish, or German language skills are a strong plus
Must already have the legal right to work in the country of residence or role location
Visa sponsorship is not available

Benefits

Comp & perks

Healthcare insurance
Wellness support, including gym memberships and mental health support
Paid time off, vacation days, and birthday leave
Local benefits such as meal vouchers, transport allowances, and extended parental leave, depending on location
Career growth, learning, development, and cross-functional project opportunities
Remote work and flexible hours, depending on role and team
Access to office hubs in Barcelona, Warsaw, Curitiba, Rio de Janeiro, Mexico City, Bogotá, Munich, Rome, and Bologna
Diverse and inclusive global work environment