Customer Support Associate (Patient Management)

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 in Madrid seeks a Patient Management Associate for its Customer Support team. You will manage a German-speaking clinic portfolio along with English-speaking doctors across Europe, ensuring accurate case handling from intake to final delivery with a human touch.

You will coordinate with design, QC, and lab teams to ensure seamless workflows, while also supporting billing inquiries and documentation validation.

Qualifications

• Fluent German with full professional English.
• Experience in Customer Success or Account Support is preferred.
• Ability to manage multiple tasks with proactive problem solving.

Responsibilities

• Portfolio & client communication with DACH and European clinics.
• End-to-end case lifecycle management across platforms.
• Digital documentation validation and intake of clinical files.
• Coordinate case flow with design, QC, and lab teams.
• Case follow-up and customer care to move cases forward.
• Billing triage for German billing requirements.

Skills

German language

English language

Customer Success

Multitasking

Tools

Asana

HubSpot

Job description

Introduction

Company:Digital Smile Design (DSD) – DSD CenterLocation:Madrid, Spain (Hybrid)Employment Type:Full-TimeLanguages: 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 aPatient Management Associatein 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.

Responsibilities

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.

Your profile

What We Are Looking For

• Languages:Fluent or native proficiency inGermanand full professional fluency inEnglish.

• 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.