EU Regional Patient Care Leader — Remote

Jameda; Biskupiec; Hybrid; PLN 180,000 - 260,000; Full time

Benefits offered by this job

Healthcare insurance

Meal vouchers

Transport allowance

Parental leave extension

Job summary

Docplanner Group is seeking a Patient Care Regional Manager to lead regional Patient Care teams across Europe, ensuring service consistency and performance. You will collaborate with Country Managers and the Global Head to align priorities and drive results.

You’ll bridge global standards with local execution, read data, provide direct feedback, and develop talent through a tight operational cadence. English fluency and strong PM tooling experience are essential.

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.
• 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).

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

People management

Data-driven decisions

Dashboard reporting

Stakeholder collaboration

English fluency

Tools

Jira

Notion

Job description

Docplanner Group is seeking a Patient Care Regional Manager to lead regional Patient Care teams across Europe, ensuring service consistency and performance. You will collaborate with Country Managers and the Global Head to align priorities and drive results.

You’ll bridge global standards with local execution, read data, provide direct feedback, and develop talent through a tight operational cadence. English fluency and strong PM tooling experience are essential.