Patient Care Manager, Germany

About the role

Eucalyptus, the consumer healthcare platform behind Juniper, is looking for a Patient Care Manager to lead its Medical Support and Health Coaching functions in Germany. The Medical Support team has 12-15 associates and Health Coaching 6-8 coaches; roughly 70% of your focus is on Medical Support. You will report to the Head of Operations Germany, with a dotted line to the global Patient Operations lead, and work closely with the Patient Experience lead, product, engineering, legal and clinical operations, as well as the UK and Australian teams.

The first month is about learning: reading tickets, shadowing associates, joining coaching calls and webinars, and spending time with your seniors and clinical operations before changing anything.

Key responsibilities

• Lead and develop your team seniors, giving them the space and support to grow into strong operators
• Own the metrics that show patients are well cared for: response times, resolution, CSAT and quality, spotting drift early and finding the root cause
• Map how medical questions are handled from first contact to resolution and fix the steps that slow patients down
• Scale health coaching, for example growing webinars from around 200 to 800 patients, simplifying coach preparation or rethinking the offer
• Partner with product and engineering on in-app content and tools that answer common questions before they become tickets
• Involve clinical operations, locally and globally, and legal whenever a change touches clinical care
• Borrow what works from the UK and Australian teams and adapt it for German patients
• Build the plan for a much larger patient base: team structure, what stays human and where efficiency can grow
• Shape hiring for both teams and define what great looks like in each role
• Tighten handoffs with Patient Experience so patients reach the right team first time

Required profile

• Most of a career (7-12 years) running support or patient operations where accuracy matters as much as speed
• Experience leading large teams while staying close to the work
• Track record of improving processes hands-on, not just managing the people who run them
• Experience in a high-growth company where priorities shift and several projects run at once
• Comfort working across functions and countries, often without direct authority
• Fluent German and strong English, as tickets, content reviews and quality checks are done in German
• A medical or clinical background is a plus but not required; strong high-touch support experience is preferred

What we offer

• Salary of EUR 65,000 - 75,000 gross per year, depending on experience and qualifications, plus additional benefits
• A strong, motivated team with a well-rated service to scale
• Close work with the leadership of the German business, where good ideas get decisions quickly