Customer Support Associate (Patient Management)

DSD Digital Smile Design; Madrid; Hybrid; EUR 30,000 - 42,000; Full time

Benefits offered by this job

Hybrid Work Model

Global & Diverse Environment

Progressive Tenure Benefits

Flexible Remuneration Scheme

Job summary

Digital Smile Design (DSD) is seeking a Patient Management Associate for its Customer Support team in Madrid. You will manage the lifecycle of dental cases for the German-speaking DACH market and English-speaking doctors across Europe, ensuring clinical accuracy and a human, proactive touch.

You will handle end-to-end case lifecycle, document validation, and coordination with design, QC, and lab teams while supporting clinics with billing and case progression.

Qualifications

• Fluent German and English proficiency.
• Experience in Customer Success, Account Support, or Customer Care.
• Comfort with digital workflows and learning new tools.

Responsibilities

• Act as primary contact for assigned DACH and European clinics via portal.
• Manage case entries, statuses, and activations with accuracy.
• Validate clinical files (STLs, photos, CBCTs) for planning and lab teams.
• Coordinate case planning limits and updates with design and labs.
• Review on-hold cases and assist with billing steps as needed.
• Route billing inquiries to the correct financial teams.

Skills

German language

English language

Customer success experience

Organizational skills

Proactive problem-solving

Tools

Asana

HubSpot

Cloud platforms

Job description

Introduction

Company: Digital Smile Design (DSD) – DSD Center Location: Madrid, Spain (Hybrid) Employment Type: Full-Time Languages: English and German

About Digital Smile Design (DSD)

Digital Smile Design (DSD) is transforming modern dentistry. We provide education, consulting, digital technologies, and lab services to help dental clinics worldwide succeed. We empower dental professionals to deliver Facially Driven Smile Design through 3D technology, seamless digital workflows, and an "Emotional Dentistry" approach.

Within our DSD Center, our Customer Success team plays a crucial role in bringing these life-changing digital treatment plans to reality.

About The Role

As a Patient Management Associate in our Customer Support team, you are the vital link between our dental clients and our production workflow. You will manage a dedicated portfolio focused on the German-speaking market (DACH) and English-speaking doctors across Europe, ensuring their case requirements are handled with clinical accuracy, proactive care, and a human touch.

Your goal is to manage the lifecycle of dental cases from initial request to final delivery, ensuring a seamless experience for the doctors we serve.

Core Responsibilities

• Portfolio & Client Communication: Act as the primary contact for assigned DACH and European clinics via our website portal. Handle day-to-day inquiries and ensure clear, seamless communication between the client and our internal teams.
• End-to-End Case Lifecycle Management: Manage case entries, statuses, and activations across internal platforms, ensuring strict accuracy in prescription forms, case logs, and status transitions.
• Digital Documentation Validation & Intake: Access and retrieve clinical files (STLs, photos, CBCTs) submitted via our website or external cloud platforms (e.g., Medit, iTero, Shining 3D, Straumann/Sinus). Verify the validity and accuracy of these files to ensure all required documentation is complete and perfectly prepared for our planning and lab teams.
• Case Flow Coordination: Oversee case planning limits, manage case modifications and repetitions, and coordinate technical/clinical updates with design, Quality Control, and lab teams.
• Case Follow-Up & Customer Care: Periodically review cases that are currently on hold. Check in with clinics regarding patient status, identify if billing steps need to be completed, and provide the necessary support to help move the case forward.
• Billing Request Triage: Receive and identify all incoming billing and quotation inquiries—paying special attention to specific German billing requirements. Accurately deploy and route these requests to the appropriate financial departments or personnel for resolution.

What We Are Looking For

• Languages: Fluent or native proficiency in German and full professional fluency in English.
• Experience: Proven experience in a Customer Success, Account Support, or Customer Care role. (Note: Prior experience in the dental or medical technology field is a plus, but not strictly required).
• Technical Skills: Familiarity with digital workflows (cloud platforms, task systems like Asana/HubSpot) is a plus, but not strictly mandatory, along with a strong aptitude for learning new technical or dental concepts.
• Professional Skills: Outstanding organizational capability, a proactive approach to problem-solving, and the ability to seamlessly manage multiple priorities.
• The Ideal Profile: We love working with people who are generous, open-minded, and highly adaptable. Our team is empathetic, deeply committed to our clients, and exceptionally professional. If you thrive in a supportive, collaborative environment and take pride in caring for customers with a human touch, you will fit right in.

What We Offer

• Hybrid Work Model: Based out of our Madrid office under a hybrid working modality.
• Global & Diverse Environment: Work closely with a worldwide market alongside teammates from diverse cultural and professional backgrounds.
• Progressive Tenure Benefits: We value our team! You will unlock new, increasing benefits year-over-year the longer you stay with us.
• Flexible Remuneration Scheme: Take advantage of tax-efficient, customizable compensation options to stretch your salary further.

About Us

DSD IS ACTUALLY 2 THINGS: A CONCEPT AND A COMPANY.

The DSD Concept:
DSD was developed by Dr Christian Coachman and provides a combination of systematic approaches and strategies to improve comprehensive dentistry and dental office growth, with improved diagnosis, smile design, team communication, treatment planning, clinical execution, and creation of perceived value towards the final patients to increase new patient intake and case acceptance.

The goal is to use technology and communication protocols to improve efficiency and differentiation.

The DSD Company:
DSD company provides education, consulting services, Lab services and digital technologies to help doctors and technicians implement the DSD ideas and succeed with it.

The company offerings/services are:

• DSD Education: in-person and online
• DSD Planning Center: Smile Design projects, Diagnostics and treatment planning support.
• DSD Lab: Interdisciplinary Full-service lab.
• DSD Clinics Certificatiion: In-house audit . coaching and staff training.
• DSD Marketing: Full-service marketing agency only for DSD Clinics.

OUR COMMITMENT TO EQUALITY

At Digital Smile Design, we are firmly committed to equal opportunity in the workplace. We foster an inclusive environment where all individuals are valued and respected. We believe that diversity enriches our team and strengthens our ability to innovate and deliver exceptional solutions. Therefore, we encourage all qualified candidates to apply, and we guarantee a selection process free from any form of discrimination.