Customer Support Associate (Patient Management)

Company: Digital Smile Design (DSD) – DSD Center Location: Madrid, Spain (Hybrid) Employment Type: Full-Time Languages: English and German

About Digital Smile Design (DSD)

Digital Smile Design (DSD) is transforming modern dentistry. We provide education, consulting, digital technologies, and lab services to help dental clinics worldwide succeed. We empower dental professionals to deliver Facially Driven Smile Design through 3D technology, seamless digital workflows, and an "Emotional Dentistry" approach.

Within our DSD Center, our Customer Success team plays a crucial role in bringing these life-changing digital treatment plans to reality.

About the Role

As a Patient Management Associate in our Customer Support team, you are the vital link between our dental clients and our production workflow. You will manage a dedicated portfolio focused on the German-speaking market (DACH) and English-speaking doctors across Europe, ensuring their case requirements are handled with clinical accuracy, proactive care, and a human touch.

Your goal is to manage the lifecycle of dental cases from initial request to final delivery, ensuring a seamless experience for the doctors we serve.

Core Responsibilities

• Portfolio & Client Communication: Act as the primary contact for assigned DACH and European clinics via our website portal. Handle day-to-day inquiries and ensure clear, seamless communication between the client and our internal teams.

• End-to-End Case Lifecycle Management: Manage case entries, statuses, and activations across internal platforms, ensuring strict accuracy in prescription forms, case logs, and status transitions.

• Digital Documentation Validation & Intake: Access and retrieve clinical files (STLs, photos, CBCTs) submitted via our website or external cloud platforms (e.g., Medit, iTero, Shining 3D, Straumann/Sinus). Verify the validity and accuracy of these files to ensure all required documentation is complete and perfectly prepared for our planning and lab teams.

• Case Flow Coordination: Oversee case planning limits, manage case modifications and repetitions, and coordinate technical/clinical updates with design, Quality Control, and lab teams.

• Case Follow-Up & Customer Care: Periodically review cases that are currently on hold. Check in with clinics regarding patient status, identify if billing steps need to be completed, and provide the necessary support to help move the case forward.

• Billing Request Triage: Receive and identify all incoming billing and quotation inquiries—paying special attention to specific German billing requirements. Accurately deploy and route these requests to the appropriate financial departments or personnel for resolution.

What We Are Looking For

• Languages: Fluent or native proficiency in German and full professional fluency in English.

• Experience: Proven experience in a Customer Success, Account Support, or Customer Care role. (Note: Prior experience in the dental or medical technology field is a plus, but not strictly required).

• Technical Skills: Familiarity with digital workflows (cloud platforms, task systems like Asana/HubSpot) is a plus, but not strictly mandatory, along with a strong aptitude for learning new technical or dental concepts.

• Professional Skills: Outstanding organizational capability, a proactive approach to problem-solving, and the ability to seamlessly manage multiple priorities.

• The Ideal Profile: We love working with people who are generous, open-minded, and highly adaptable. Our team is empathetic, deeply committed to our clients, and exceptionally professional. If you thrive in a supportive, collaborative environment and take pride in caring for customers with a human touch, you will fit right in. 

What We Offer

• Hybrid Work Model: Based out of our Madrid office under a hybrid working modality.

• Global & Diverse Environment: Work closely with a worldwide market alongside teammates from diverse cultural and professional backgrounds.

• Progressive Tenure Benefits: We value our team! You will unlock new, increasing benefits year-over-year the longer you stay with us.

• Flexible Remuneration Scheme: Take advantage of tax-efficient, customizable compensation options to stretch your salary further.

How to Apply

Ready to help us transform dentistry? Apply directly through this platform or send your CV via email to: contact@digitalsmiledesign.com