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About the role
Key responsibilities & impact- You bring your hands-on practice experience and support medical practices in getting started with Mediform: onboarding (interview, setup and training), fine-tuning, and ongoing support
- You act as the primary point of contact: you capture requests, prioritize and resolve them independently — or coordinate with Tech/Product as needed and keep the practice informed at all times
- You review anonymized conversations between the AI and patients, identify patterns, and provide concrete improvement suggestions to the practice and to the team
- You manage practices proactively: regular check-ins, sharing best practices, mini-trainings, and targeted recommendations to reduce everyday workload and drive success with our product
- You optimize internal processes: checklists, quick guides, FAQs, and small automations — and ensure clear quality standards for conversation reviews
- You are the bridge between practice and product: you listen to practices, synthesize insights clearly, share them with the team — and support testing of new features for real-world suitability
Requirements
What you’ll need- Hands-on mentality: you don’t wait for perfect processes but help shape them — whether ensuring timely onboarding, documenting knowledge, or improving internal workflows
- Experience in healthcare, working with medical practices/physician offices, or in digital health
- Empathy and service orientation: you understand how practice teams think and work — while keeping process efficiency and data protection (GDPR) in mind
- Independent and structured working style: you prioritize and resolve requests independently — and know when and how to involve Tech/Product
- Articulate communicator: whether medical assistants (MFA), physicians, or colleagues — you speak the appropriate language, build trust, and ensure clear communication. This role requires German at native level (C2) and good English (for product understanding and occasional internal communication)
- Digital affinity: confident with CRM and practice management systems, open to new tools, and comfortable working with AI-assisted solutions (phone/chat)
- Particularly relevant: completed vocational training or a degree in the healthcare field (e.g., MFA, practice management, health management)
- Experience in onboarding and/or customer success
Benefits
Comp & perks- Hybrid working: split between home office and our modern office in central Karlsruhe
- Flat hierarchies and short decision-making paths: you have the freedom and space to implement your ideas quickly
- A motivated and ambitious team: join an engaged environment that is shaping the digital future of medical practices
- Professional development: we support your professional and personal growth in AI and Customer Success
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
onboardingprocess optimizationdata protectioncustomer successpattern identificationtrainingdocumentationworkflow improvementAI-assisted solutionsquality standards
Soft Skills
hands-on mentalityempathyservice orientationindependent workingstructured workingarticulate communicationtrust buildingclear communicationproactive managementsynthesis of insights
Certifications
vocational training in healthcaredegree in healthcareMFA certificationpractice management certificationhealth management degree