Patient Care Team Lead

hace 5 días

Barcelona, Barcelona, España Impress A tiempo completo

We are Impress.

We believe everyone deserves a smile that makes them happy

We are the largest chain of orthodontic clinics in Europe, with fully digital processes. We've revolutionized the invisible orthodontics industry with an exceptional team of specialists dedicated to creating smiles, using the latest technology for diagnosis, treatment, and case management.

We're looking for a patient care specialist to join us at our headquarters in Barcelona.

Are you ready to join us?

Location:

This position is onsite and based in Barcelona (Spain).


Your Responsibilities:

  • Lead, coach, and develop a team of Patient Care Specialists.

● Monitor and improve team performance through KPIs and feedback sessions.

● Ensure high-quality patient interactions across multiple communication channels.

● Optimize workflows and processes to enhance efficiency.

● Handle escalations and provide solutions for complex patient cases.

● Collaborate with other departments (Sales, Operations, Clinical teams) to ensure seamless patient care.

● Support hiring, onboarding, and training of new team members.

● Create up-to-date training materials with clear processes and procedures.

● Measure customer satisfaction and design improvement mechanisms as required. Always ensure world-class NPS.

● Ensure call volume forecasts and planning requirements are built to manage peak volume periods to ensure delivery of all KPIs.

● Analyze statistical service data with QA to review metrics and quality results, establish goals/targets, and focus on areas of opportunity and development.

● Handle escalations of customers and patients.

● Supervise that the standard of patient care department is delivered and maintained in all aspects of the Customer/Patient Care Service function, including (but not limited to): inbound and outbound call management, complaints, appeals, grievances processes, etc

● This position will be responsible for coaching, developing, performance, and up-skilling training. Participate in the hiring or termination of staff if required

● Self-motivation and a hunger for success. Never accept results lower than "Impressive".

● Lead by example and never stop improving.


Requirements:

  • +1 year of experience in a similar position within Customer Service in an international environment.
  • Excellent level of Dutch (C1).
  • Professional level of English (B2-C1).
  • Excellent communication and interpersonal skills.
  • Team spirit and a proactive attitude.
  • Hands-on experience with CRM tool/tools.


Why Join Us:

  • Incentive program linked to KPIs and business performance.
  • Modern, well-equipped offices with high-end technology.
  • Special benefits and discounts on company services and products.
  • Comprehensive training programs for professional growth and leadership development.
  • Dedicated support team to assist with administrative and operational tasks.
  • Dynamic, fast-paced environment offering impressive career development opportunities.

We cultivate a culture of inclusion and diversity. We celebrate our employees' individual strengths, views, and experiences and we encourage all candidates to apply, without regard to race, colour, religion, gender identity, sexual orientation, origin, disability, or any other factor.

Our differences enable us to be a better team; one that makes better decisions, drives innovation, and delivers better results.

Join us today and make a difference, one smile at a time

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