Patient Care Lead

Kurz zusammengefasst

We are the world's leading consumer‑healthcare platform, now part of Hims & Hers, delivering personalised, high‑quality care to millions of patients across the US, Europe, Asia and Canada. The Patient Care Lead will head our Medical Support and Health Coaching functions for the German market, overseeing a team of roughly 12‑15 medical support associates and 6‑8 health coaches. Reporting to the Head of Operations Germany and dotted‑line to the global Patient Operations lead, you will work closely with product, engineering, legal, clinical operations and the UK/Australia teams to scale care without compromising the human touch. On a day‑to‑day basis you will guide senior team members, monitor key performance indicators such as response time, resolution rate, CSAT and quality, and intervene when metrics drift. You will map the current ticket journey, identify bottlenecks, and redesign processes to speed up patient assistance. Expanding health coaching is also a core focus, you will grow webinar attendance, streamline coach preparation and refine the overall offering. Collaboration with product and engineering will shape in‑app content that pre‑emptively answers common questions, while you will involve clinical and legal teams whenever changes affect clinical care. You will also adapt successful practices from the UK and Australia for German patients, design a scalable team structure, define hiring standards, and tighten handoffs with Patient Experience to ensure patients reach the right team first time. The role requires a seasoned professional with roughly seven to twelve years of experience running support or patient‑operations functions where accuracy and speed are equally critical. You must have led sizable teams while staying connected to frontline work, and you should have a proven record of hands‑on process improvement rather than purely managerial oversight. Experience in a high‑growth environment, where priorities shift rapidly and multiple projects run concurrently, is essential. The position also demands strong cross‑functional collaboration across countries, often without direct authority, and fluency in German together with strong English skills for ticket review, content evaluation and quality checks. A medical or clinical background is considered a plus but not mandatory. We offer the chance to shape a rapidly expanding operation in a market where patient numbers are soaring. You will be part of a motivated, highly rated team that values empathy and quality, and you will have the resources of a global brand to innovate at scale. The role sits at the intersection of operations, product and clinical care, providing exposure to multiple disciplines and the opportunity to influence how digital health is delivered to thousands of German patients. What the role asks for: - 7–12 years experience in support or patient operations - Leadership of large support teams - Proven hands‑on process improvement record - Experience in high‑growth company environment - Ability to work cross‑functionally across countries - Fluent German - Strong English proficiency - Medical or clinical background (nice‑to‑have)