Mediform

Practice Manager – Customer Success

Mediform

full-time

Posted on:

Location Type: Hybrid

Location: Karlsruhe • 🇩🇪 Germany

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Job Level

Mid-LevelSenior

About the role

  • You bring hands-on experience from clinical practice and support practices from setup to daily operations: onboarding with an introductory interview, system setup and a short training, as well as ongoing support.
  • You are the primary point of contact: you record requests in a structured way, prioritize them and resolve issues yourself where possible; when needed, you coordinate quickly with Tech/Product and keep the practice transparently informed.
  • You review anonymized conversations between the AI and patients, identify patterns and pitfalls, and derive concrete improvements.
  • You proactively support practices through regular check-ins, share best practices, deliver mini-trainings and recommend simple measures that noticeably reduce day-to-day workload.
  • You improve internal processes with practice-ready aids: onboarding checklists, short guides/FAQs, and small automations in the customer system; you also ensure clear quality standards for conversation reviews.
  • You collect feedback from practices, prepare it clearly for the team, support practice trials of new features and check whether they perform well in everyday practice.

Requirements

  • Completed training or degree in the healthcare field (e.g., Medical Assistant (MFA), Practice Management, Healthcare Management)
  • Experience in practice management and patient communication
  • Analytical: able to review anonymized conversations, recognize patterns and derive improvements
  • Independent and structured: prioritize and resolve issues; manage interfaces with Tech/Product teams
  • Strong didactic skills: deliver mini-trainings, share best practices, produce short guides; excellent German (spoken and written) and good English
  • Digitally savvy: confident with practice management systems and open to new tools; strong documentation skills (checklists, short guides/FAQs), able to implement small standardizations/automations; confident handling of AI-supported phone/chat solutions including structured testing of new features
  • Service- and process-oriented; eye for efficiency and automation, with a high sensitivity to data protection/GDPR requirements
Benefits
  • Hybrid work: split between home office and our modern office in the heart of Karlsruhe
  • Flat hierarchies and short decision-making processes: freedom to implement your ideas quickly
  • A highly motivated team: join an engaged environment that shapes the digital future of medical practices together
  • Development opportunities: we support your professional and personal growth in the fields of AI and Customer Success
  • Startup spirit: expect an open and innovative culture where you actively participate in decisions and can make a real impact

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
practice managementpatient communicationanalytical skillsdocumentation skillsautomationAI-supported solutionstraining deliveryprocess improvementquality standardsdata protection
Soft skills
independentstructuredservice-orientedprocess-orienteddidactic skillsefficiencycommunicationproblem-solvingprioritizationfeedback collection
Certifications
Medical Assistant (MFA)Practice Management degreeHealthcare Management degree