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.
1.
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