Head of Customer Service

About the role

We are partnering with a leading Swiss home‑care and healthcare services provider to find a Head of Customer Service. This senior leadership position will shape and expand the customer service, patient coordination, and scheduling functions, ensuring an exceptional patient experience and operational excellence across a growing organisation.

Key responsibilities

• Lead and develop the Customer Service and Scheduling teams, fostering patient‑focused, efficient operations.
• Oversee all administrative processes throughout the patient journey, including stakeholder communication and escalation management.
• Ensure accurate medical‑administrative documentation, reimbursement handling, and regulatory compliance.
• Manage resource planning, nurse scheduling, and material coordination to guarantee timely patient care.
• Drive process optimisation, KPI management, and implementation of digital solutions to improve performance.
• Collaborate closely with Nursing, Medical Quality, Pharmacy, Finance, and IT teams to support business growth and service quality.

Required profile

• Several years of leadership experience in customer service, patient coordination, dispatch, or healthcare operations.
• Background in healthcare, pharma, home‑care, 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.
• Fluent in German and English; French is a plus.

Required skills

• Experience with ERP systems and digital workflow tools; knowledge of Dynamics 365 is advantageous.

What we offer

• Attractive compensation package and career development opportunities.
• Opportunity to shape and scale a critical function within a growing healthcare organisation.
• Collaborative, patient‑centred culture with a strong focus on quality and innovation.
• Dynamic environment where you can drive meaningful operational improvements and impact patient outcomes.