Patient Experience Manager
5 days ago
Valencia
About TailorDoc Every week, people fly to Spain to take a step they’ve postponed for years — to finally walk again without pain, regain mobility, and recover a sense of independence. TailorDoc makes that possible. We help patients — mostly from the UK today, and increasingly from other countries — access world-class orthopaedic treatment in Spain, combining top medical care with a deeply human experience. We plan everything: the hospital, the surgeon, the rehab centre, the transfers, the follow-up — and we do it with the same care we’d want for our own family. TailorDoc is profitable, growing every month, and entering a new stage: building the systems, tools and standards that will allow us to grow without losing what makes us special — our humanity. Your mission To make sure every patient who comes to Spain feels cared for, safe and supported — and to help us build the structure behind that feeling. You’ll coordinate every part of the journey — airport, hospital, rehab, return home — while also shaping how we work: our methods, tools, checklists, guides and patient materials. It’s a hands-on role with strategic depth: you’ll be close to the people, but also helping design the processes that make excellence repeatable. ■ Functions: • Coordinate the full patient journey from arrival to recovery., • Be the main point of trust for patients and families, guiding and reassuring them., • Liaise with hospitals, surgeons, physiotherapists and partners to keep every step aligned., • Ensure all patient information, logistics and updates are accurately reflected in our systems., • Design, refine and maintain operational standards — from daily workflows to welcome materials., • Collaborate with the founder to define the methodology, tools and language that shape the TailorDoc Experience., • Work with the tech and creative teams to turn insights into scalable, digital and physical materials., • Measure satisfaction, collect feedback and drive continuous improvement. ■ Requirements: • Experience in healthcare coordination, hospitality, patient experience or private medical operations., • Education in healthcare management, hospitality or business administration., • Empathy, structure and emotional intelligence in equal measure., • Fluency in digital tools (Google, Pipedrive, AI solutions, Microsoft Office, etc…)., • The ability to see patterns, simplify complexity and document clearly., • Creativity and discipline to design and improve materials (welcome packs, guides, templates)., • Native Spanish and fluent or native-level English. If you’re someone who finds satisfaction in making care visible, structured and scalable — you’ll thrive here. ■ We offer: • A meaningful, profitable and fast-growing project improving lives every week., • A role that starts operational and naturally grows into a strategic position of influence., • Freedom to propose, create and improve — in process, communication and materials., • A collaborative, international, and genuinely human environment., • A full-time position in Valencia, with flexibility and autonomy., • The privilege of seeing tangible impact — patients walking, smiling, living again. ■ You’ll know you’re succeeding when… • Patients mention you by name with gratitude., • Every stage runs smoothly — not by luck, but by your method., • Our guides, packs and processes reflect your thinking., • The team feels supported, and the experience feels effortless., • TailorDoc keeps growing — and still feels personal. This is not a job for someone who wants routine. It’s for someone who finds meaning in creating order out of care, and beauty out of structure. If that sounds like you — let’s talk us
