Patient Care Team Lead - Italian Market

We Are Impress

We believe everyone deserves a smile that makes them happy!

We are the largest network of orthodontic clinics with fully digital processes in Europe. We’ve revolutionised the invisible orthodontics sector with the best team and the most advanced technologies for diagnosis, treatment, and monitoring of all cases.

We’re looking for a highly analytical Patient Care Team Lead who is solution-oriented and focused on optimising the operational efficiency of our clinics. Your main goal will be to improve the utilisation of clinical resources, including schedule optimisation and coordination across teams globally.

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

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Your Responsibilities:

Oversee daily patient operations for designated countries or regions. Manage all aspects of the patient journey: presales, after-visit, post-sale, treatment, and after-care. Coordinate the operations with the external collaborators (BPO services) Ensure adequate staffing levels and manage scheduling to meet operational demands. Collaborate with multidisciplinary teams to optimise workflows and resources. Drive proactive change to improve the patient experience and address concerns. Develop and implement policies and procedures to enhance service delivery. Monitor patient satisfaction metrics, KPIs, and OKRs to develop improvement strategies. Train and mentor staff in care operations and clinics. Conduct performance evaluations and provide ongoing coaching for professional development. Analyze operational performance metrics and generate reports for leadership. Prepare and manage the patient care operations budget. Identify cost-saving opportunities without compromising quality. Ensure compliance with healthcare regulations, accreditation standards, and internal policies. Promote a culture of safety through risk management strategies.

Requirements:

+3 years of experience in a similar position within Customer Service in an international environment. Full Professional level of English (at least C1) + bilingual level in Italiano. Availability full time and conducting a rotative working schedule from Monday to Saturday, 5 days a week Excellent communication and interpersonal skills. Team spirit and a proactive attitude. Hands-on experience with CRM tool/tools.

Why Join Us:

Modern, well-equipped offices with high-end technology. Special benefits and discounts on company services and products. Free Gym inside our offices. 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!