Position Summary:We are looking for a results-drivenCustomer Service Directorto 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 & OperationsDevelop and implement the clinic’s customer service strategy with a focus onefficiency, patient satisfaction, and service consistencyacross all channels.
Supervise daily operations of the service team acrossphone, 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 & ReportingDefine, monitor, and report on serviceKPIs :
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.
Provideweekly and monthly reportsto senior management and recommend actionable improvements.Team Management & TrainingLead, 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 IntegrationOversee 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 AssuranceHandle complex or escalated patient concerns, ensuring fast and satisfactory resolution.
Monitor service quality viapatient 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 experiencein customer service, preferably in healthcare or high-contact environments
Stronganalytical skillswith experience in metrics, reporting, and process improvement
Proficiency inmulti-channel communication tools(CRM systems, WhatsApp Business, telephony platforms)
Fluent inSpanish 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 plusWhat 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