Position Summary: We are looking for a results-driven Customer Service Director to lead the patient service team in our fast-growing medical clinic in Barcelona. The ideal candidate is experienced in managing high-volume, multi-channel customer service operations, with a strong analytical mindset and a clear focus on service quality, operational KPIs, and team performance. A healthcare background is an advantage, but not essential.
Key Responsibilities: Strategic Leadership & Operations Develop and implement the clinic’s customer service strategy with a focus on efficiency, patient satisfaction, and service consistency across all channels.
Supervise daily operations of the service team across phone, email, WhatsApp, in-person, and online platforms .
Optimize appointment booking, follow-up, and communication processes to reduce wait times and increase first-contact resolution rates.
Metrics, KPIs & Reporting Define, monitor, and report on service KPIs :
Response and resolution time
Patient satisfaction (NPS/CSAT)
Channel performance (email, phone, WhatsApp)
Missed calls / abandoned inquiries
Use data to identify service bottlenecks and improve workflows and team allocation.
Provide weekly and monthly reports to senior management and recommend actionable improvements.
Team Management & Training Lead, train, and motivate a multilingual team of customer service agents and front desk staff.
Conduct performance evaluations and ensure continuous skills development (soft skills, tools, healthcare protocol awareness).
Establish a culture of accountability, empathy, and professionalism.
Channel Management & Tech Integration Oversee all patient communication channels and ensure consistency in tone, responsiveness, and accuracy.
Work closely with the IT and digital teams to implement and optimize CRM systems, call routing tools, and WhatsApp Business integrations.
Identify opportunities for automation (e.g., chatbots, message templates) while preserving a human-centered experience.
Patient Experience & Quality Assurance Handle complex or escalated patient concerns, ensuring fast and satisfactory resolution.
Monitor service quality via patient feedback surveys, reviews, and incident tracking systems .
Ensure compliance with data protection (e.g., GDPR ) and healthcare confidentiality standards.
Requirements: Degree in Business Administration, Healthcare Management, Communications, or related field
5+ years of leadership experience in customer service, preferably in healthcare or high-contact environments
Strong analytical skills with experience in metrics, reporting, and process improvement
Proficiency in multi-channel communication tools (CRM systems, WhatsApp Business, telephony platforms)
Fluent in Spanish and English ; French is highly desirable.
Empathy, problem-solving mindset, and a passion for excellent service
Knowledge of healthcare service protocols and patient privacy regulations is a plus
What We Offer: Competitive salary and performance-based bonus
Flexible working structure (in-clinic with some remote tools)
Opportunity to lead and modernize the patient service experience in one of Barcelona’s leading clinics
Professional development opportunities and a collaborative work culture