Head of Customer Service
I am currently supporting an exciting opportunity for an experienced Head of Customer Service based in Zug area to join a leading healthcare organization focused on delivering high-quality patient support services.
In this leadership role, you will be responsible for driving service excellence across the entire patient journey while leading a multidisciplinary team and ensuring efficient, high-quality operations.
- Lead and strategically develop the Customer Service function and team
- Oversee patient administration, scheduling, communication, and hotline operations
- Drive operational excellence through KPI management, reporting, and process optimization
- Collaborate closely with Nursing, Medical Quality, Pharmacy, Finance, and IT teams
- Ensure effective management of reimbursement processes, insurance approvals, and medical documentation
- Oversee nurse scheduling, resource allocation, and material planning
- Support the implementation and continuous improvement of digital tools and operational systems
- Ensure compliance with healthcare regulations, quality standards, and data protection requirements
What we're looking for:
- 6+ years of experience within healthcare, pharma, insurance, homecare, or patient services
- Proven leadership experience in customer service, patient coordination, operations, or dispatch functions
- Strong understanding of Swiss healthcare reimbursement processes (KVG/VVG)
- Experience managing medical-administrative documentation and patient-related processes
- Strong IT affinity, ideally including ERP systems such as Dynamics 365
- Fluent German and English; French is an advantage Strong organizational, analytical, and stakeholder management skills
- A patient-focused leader who combines empathy with operational excellence
📍 Location: Zug area, Switzerland
This is an excellent opportunity to join a growing healthcare organization where you can make a direct impact on patient experience, service quality, and operational performance while leading a highly visible function.
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