Regional Patient Care Leader - Europe

Znanylekarz; Barcelona; Hybrid; EUR 85,000 - 125,000; Full time

Benefits offered by this job

Healthcare insurance

Flexible hours

Office hubs in Barcelona and other key

Job summary

ZnanyLekarz is seeking a Patient Care Regional Manager to lead Patient Care teams across European markets, owning performance, quality reviews and day-to-day operations. You will be the link between global standards and local execution, reading data, giving feedback, and developing people.

You will partner with Country Managers and the Global Patient Care Head to align priorities, manage multi-country teams, and drive service consistency while developing talent across markets.

Qualifications

• 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)
• 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)

Responsibilities

• 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
• 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
• 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

Skills

Customer support

People management

Data analysis

English fluency

Project management tools

Tools

Jira

Notion

Intercom

Zendesk

SQL

Job description

ZnanyLekarz is seeking a Patient Care Regional Manager to lead Patient Care teams across European markets, owning performance, quality reviews and day-to-day operations. You will be the link between global standards and local execution, reading data, giving feedback, and developing people.

You will partner with Country Managers and the Global Patient Care Head to align priorities, manage multi-country teams, and drive service consistency while developing talent across markets.