We are on a mission to elevate the patient experience and provide the best possible primary care by combining technology with a human touch. Avi Medical runs patient-centric, tech-enabled medical practices that provide a convenient, personalized and holistic digital and physical patient experience unlike regular general practitioners. We employ our medical doctors and provide them a 21st century work environment that enables them to deliver the best care.

Avi Medical is the doctor in your pocket. We offer our patients the option to send us any request they need via messenger in our own Avi App. These messages are currently answered by a Patient Support Team or, in case medical details are required, forwarded to our clinic teams. 

As Patient Support Lead (f/m/d), you own the Patient Messenger Experience. You will take over the current patient support team (2 part-time people) with the primary goal of automating all requests with the help of a GPT chatbot. You are an expert in patient support, ensuring a high standard for our patient messenger experience while working with our internal product teams and external providers on implementing the Patient Support AI.

After successful setup, you will be responsible for continuous improvements and Quality assurance, as well as flagging and resolving operational issues, such as not enough Video Appointments for Covid Appointments.

• Take ownership of the existing Patient Support Experience and define KPIs and standards
• Automate as many messages as possible with the help of a GPT Chatbot
• Ensure the quality of the Patient Messenger Experience
• Flag and resolve operational issues
• Handle tickets that are too complex for the Chatbot

• 2+ years of experience leading Customer Support Teams
• Experience tracking and managing Customer Support KPIs
• Experience setting and implementing Standards
• Experience Automating recurring tasks and messages
• Empathy for Patients and high-quality standards
• Curiosity about new technologies and a can-do attitude
• Fluency in German and English

• Gym: Membership in premium gyms throughout Germany
• Working hours: Full time
• Working locations: Munich/Berlin/Remote
• Vacation: 30 days paid vacation per year + 1 additional day off (your birthday)
• Food expense coverage: We are covering your food expenses for up to €50/month through our partner Hrmony
• Swapfiets: Bike leasing service that helps you to stay healthy

We strive to remove barriers, eliminate discrimination, and ensure equal opportunity through our transparent recruitment process. We are open to all groups of people without regard to age, color, national origin, race, religion, gender, sex, sexual orientation, gender identity and/or expression, marital status, or any other legally protected characteristic.