Head of Customer Service
Zug
Permanent
Negotiable
Commercial
PR/597086_1783948502
Head of Customer Service
We are currently partnering with a leading Swiss homecare and healthcare services provider seeking a Head of Customer Service to lead and further develop their customer service, patient coordination, and scheduling operations. This is a key leadership position responsible for ensuring an exceptional patient experience, efficient service delivery, and operational excellence across a growing healthcare organisation.
You will be responsible for:
- Leading and developing the Customer Service and Scheduling functions, ensuring efficient and patient-focused operations
- Overseeing all administrative and organisational processes throughout the patient journey, including stakeholder communication and escalation management
- Ensuring accurate medical-administrative documentation, reimbursement processes, and regulatory compliance
- Managing resource planning, nurse scheduling, and material coordination to ensure timely patient care
- Driving process optimisation, KPI management, and the implementation of digital solutions to improve operational performance
- Working closely with Nursing, Medical Quality, Pharmacy, Finance, and IT teams to support business growth and service quality
An ideal candidate should have the following qualifications:
- Several years of leadership experience in customer service, patient coordination, dispatch, or healthcare operations
- Experience within healthcare, pharma, homecare, insurance, or a similarly regulated environment
- Strong understanding of Swiss healthcare reimbursement processes (KVG/VVG) and medical-administrative documentation
- Proven ability to lead teams, optimise processes, and drive operational excellence
- Experience working with ERP systems and digital workflow tools; Dynamics 365 knowledge is advantageous
- Strong organisational, analytical, and stakeholder management skills
- Fluent German and English; French is a plus
What We Offer
- Attractive compensation package and career development opportunities
- The opportunity to shape and scale a critical function within a growing healthcare organisation
- A collaborative, patient-centred culture with a strong focus on quality and innovation
- A dynamic environment where you can drive meaningful operational improvements and impact patient outcomes
If this opportunity interests you, please apply!
NOTE: Only shortlisted candidates will be contacted. Only candidates with the right to work in Switzerland can be considered (e.g., EU citizens or holders of a valid Swiss work permit).