European Patient Care Lead

Docplanner; United States; Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

Healthcare insurance

Wellness programs

Generous time off

Meal vouchers

Job summary

Docplanner is seeking a Patient Care Regional Manager to lead Patient Care teams across European markets. You will drive performance, quality reviews, and day-to-day operations, collaborating with Country Managers and the Global Patient Care Head to ensure service consistency and scalable execution.

You will bridge global standards with local action, leveraging dashboards and feedback to coach teams and optimize workflows.

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).
• 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

Cross-cultural teams

Data dashboards

English fluency

PM tools

Tools

Jira

Notion

Job description

Docplanner is seeking a Patient Care Regional Manager to lead Patient Care teams across European markets. You will drive performance, quality reviews, and day-to-day operations, collaborating with Country Managers and the Global Patient Care Head to ensure service consistency and scalable execution.

You will bridge global standards with local action, leveraging dashboards and feedback to coach teams and optimize workflows.