WHO YOU ARE

• Your command of English is native-level (no German skills required), and you are confident communicating professionally via phone and email
• You have at least two years of experience in Operations, Logistics, Executive Assistance, Customer Service or Secretarial Services
• You have impeccable time management, prioritisation and organisational skills
• You can balance working efficiency with a keen attention to detail
• You can remain calm and focus on the outcome for the patient in a fast-paced, target-driven environment
• You are a proactive problem solver who can find root causes, develop new best practices and easily adapt your working style accordingly
• You are a self-motivated individual who also excels in a team

THE APPLICATION PROCESS

• Screening: After you submit your application materials, we will review them to gauge if they meet our requirements. We aim to get back to you as soon as possible.
• Recruiter call: If you pass the initial screening, we will be in touch to schedule an initial video call. The goal of this initial video interview is to learn more about you and what you are looking for. This call is also an opportunity for you to learn more about Medbelle and the role so that we can both evaluate if there is a mutual fit.
• Onsite interview: If all goes well, we will be in touch to schedule a face-to-face interview with our Operations Team Lead and two other people from the team. This will allow you to show how your experience will help you contribute to the role and department.
• Offer.

ABOUT US

Medbelle is building the world’s first digital hospital, enabling better specialist care pathways at lower costs throughout the UK. Their custom-built technology supports their nationwide network of most private UK surgeons and hospitals, which redefines healthcare accessibility and empowers patients and clinicians alike.
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Background: Founded in 2016 and supported by £20M+ of funding from reputable international investors, Medbelle has established itself as a European leader in elective specialist care digitalisation. Having established partnerships with organisations like Bupa, HCML and HealthcareRM and working with some of the UK’s leading surgeons, Medbelle has supported 200k+ patients, enabled multiple thousand surgical procedures and is quickly growing revenues.

• Mission: Make the best medical care accessible to all. In the future, all patients will be treated with the support of digital hospitals: The model enables a better care experience, excellent medical results, and keeps healthcare affordable for patients and insurers. At a large scale, Medbelle can generate cost-savings that can keep better healthcare affordable and accessible even with demographic change.
• Value: UK’s best-rated medical provider (NPS 88), quantified quality of care through standardised clinical outcome collection, and significant cost savings for patients and health insurers.
• Model: Medbelle supports both insurers and non-insured patients in getting the best care at lower costs and with minimal admin efforts. As a tech-enabled care provider, Medbelle provides procedures, consultations and diagnostics to individual non-insured patients and insurance companies.
• Team: Leander (CEO; WHU, background in tech & consulting, parents are doctors), Dan (CMO; ex-orthopaedic surgeon and ex-medical director at Bupa, HBS-trained), Sid (CFO; 7x PE in London at Nomura/Perella/Goldman), Luis (CTO; 20y in software dev). 48 people (39 in Berlin, 9 in the UK; plan to recruit increasingly in the UK; remote-first but with a Berlin office and regular in-person meetings in the UK)OUR CULTURE50+ Medbellians25+ Nationalities17 LanguagesAlone you go fast, together you go far: We celebrate strong individual performance - but we believe that it is only the first step towards success. Extraordinary results require that talented individuals collaborate, with strong opinions weakly held and with a shared commitment to do whatever is best to achieve our joint mission.If this role, our mission, and our culture resonate with you then we would love to hear from you.We are also open to general applications from extraordinary candidates.If you want to learn more about us, here are some links to get you started:Trustpilot: Best-rated medical provider in the UK - What our patients say - http://bit.ly/medbelletrustpilotGlassdoor: What our team members say - http://bit.ly/medbelleglassdoorAt Medbelle, we strive daily to be as inclusive as possible, not just because it’s the right thing to do, but because it makes us stronger.We will always celebrate you for, well, being you!This means all qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.

ABOUT THIS ROLE

As a Customer Success Manager, you are at the very centre of our vision here at Medbelle. Your role is pivotal, as you will ensure every treatment journey is managed diligently, efficiently and professionally and ensuring that our consultants, partners and patients receive the highest standard of service and support possible.
As a Customer Success Manager, you will be a crucial part of fulfilling our mission of raising the standard of healthcare. Together with the rest of the team, you will help create a new way of both managing pathways for healthcare professionals and delivering healthcare to patients in the UK and beyond.

WHAT YOU WILL DO

• Organising and managing all aspects of our patients’ journeys, from first contact to the moment they are discharged from our care.
• Acting as the central point of contact for our consultants, partners and their admin teams ensuring they feel listened to, supported and appropriately informed throughout our mutual patients’ treatment journey.
• Building rapport with surgeons, secretaries, hospitals and corporate partners to ensure continued engagement with Medbelle. Including providing positive and negative feedback both from and too these partners.
• Assist the onboarding of our partner surgeons and their admin team by introducing them to our digital structures and workflows, and setting fair and competitive prices for our care packages
• Portraying Medbelle in a way that is in keeping with our brand as the highest quality care provider.
• Achieving your individual monthly KPI and productivity targets.
• Work closely with our Patient Care, Complaints Resolution, Partnerships and Product teams to enable an best in class patient experience.
• Continuously adhere to and improve upon our internal processes to ensure clear & regular communication, efficient workflows and strong team/department cohesion.
• Continuously adhere to and improve upon our external processes with consultants, partners and hospitals to drive our high standard of service value proposition forward.