Head of Customer Service

About the role

We are seeking an experienced Head of Customer Service to lead our patient support operations in the Zug area. This senior position will shape the end‑to‑end patient journey, ensuring high‑quality, compliant, and efficient services across a multidisciplinary environment.

Key responsibilities

• Lead and strategically develop the Customer Service function and its multidisciplinary team.
• Oversee patient administration, scheduling, communication, and hotline operations.
• Drive operational excellence through KPI management, reporting, and process optimisation.
• Collaborate closely with Nursing, Medical Quality, Pharmacy, Finance, and IT teams.
• Manage reimbursement processes, insurance approvals, and medical documentation.
• Supervise nurse scheduling, resource allocation, and material planning.
• Support implementation and continuous improvement of digital tools and operational systems.
• Ensure compliance with Swiss healthcare regulations, quality standards, and data protection requirements.

Required profile

• Minimum 6 years of experience in healthcare, pharma, insurance, home‑care or patient services.
• Proven leadership experience in customer service, patient coordination, operations or dispatch functions.
• Strong understanding of Swiss reimbursement processes (KVG/VVG).
• Fluent in German and English; French is a plus.
• Excellent organisational, analytical and stakeholder‑management abilities.

Required skills

• Experience with ERP systems, preferably Microsoft Dynamics 365.
• Strong IT affinity and ability to work with digital tools.