Regional Patient Care Manager

Company Description

At Docplanner Group, we’re on a mission to help people live longer, healthier lives. As the world’s largest healthcare platform, each month, we connect 24 million patients with 280k doctors across 13 countries (through brands like ZnanyLekarz, Doctoralia, MioDottore, DoktorTakvimi, and jameda). Our marketplaces, SaaS and AI tools simplify daily tasks and help doctors, clinics and hospitals work more efficiently, so they can focus on what really matters: caring for their patients.

Learn more about our products here: pro.doctoralia.es

Why join us?

📊 Real impact – We help doctors help patients. Your work truly makes a difference.

📈 At scale, yet agile – 3,000+ employees, but still fast, flexible, and hands-on.

✨ Shape the future, sustain growth – Make a difference now and build for long-term success.

Job Description

How will you make an impact?
Job Purpose

As Patient Care Regional Manager, you will be the people manager and operational lead for Patient Care teams in your assigned European markets. You will own team performance, quality reviews, and day-to-day operations — while working closely with Country Managers and the Global Patient Care Head to align on priorities and ensure service consistency across markets.

You will be the missing link between global standards and local execution: someone who can read data, give direct feedback, run a tight operational cadence, and genuinely develop the people on your team.

Key Responsibilities

People Management

• 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

Operational Performance

• 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

Cross-functional Collaboration

• 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

Qualifications

What will help you thrive?

Must-haves

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