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: https://pro.doctoralia.es/pro.doctoralia.es http://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, v…