Regional Patient Care Leader - Remote Flexible

Docplanner; gmina Biskupiec; Hybrid; PLN 397,000 - 573,000; Full time

Benefits offered by this job

Healthcare insurance

Wellness programs

Flexible time off

Meal vouchers

Transport allowances

Parental leave

Job summary

Docplanner Group is seeking a Patient Care Regional Manager to lead Patient Care teams across multiple European markets. You will own performance reviews, escalate issues, and ensure service consistency by aligning with Country Managers and the Global Patient Care Head.

You will read data, provide direct feedback, run a tight operational cadence, and genuinely develop your people while partnering with Product/PATS for tooling, workflows, and process improvements.

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
• Fluency in English mandatory
• Proficiency in project management tools (e.g., Jira, Notion, or similar)
• SQL knowledge or comfort querying data independently
• Strong people instincts and data-driven decision making

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 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 analytics

English fluency

Cross-country experience

Project management tools

Tools

Jira

Notion

Intercom

Zendesk

SQL

Job description

Docplanner Group is seeking a Patient Care Regional Manager to lead Patient Care teams across multiple European markets. You will own performance reviews, escalate issues, and ensure service consistency by aligning with Country Managers and the Global Patient Care Head.

You will read data, provide direct feedback, run a tight operational cadence, and genuinely develop your people while partnering with Product/PATS for tooling, workflows, and process improvements.