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