Patient Care Country Expert – Central & Eastern Europe

About the role

The Patient Care Country Expert for Central & Eastern Europe (CEE) ensures a seamless, positive experience for Roche customers across multiple communication channels. Based in any CEE country, the role combines front‑line assistance, technical and analytical support, and coordination of country‑specific topics.

Key responsibilities

• Provide front‑line assistance to patients and customers regarding Roche products and digital solutions.
• Classify, assign, track, document and follow up on service requests, incidents, adverse events and product complaints.
• Support the Customer Care Team Manager and act as deputy in their absence, ensuring daily operations run efficiently.
• Coach and give feedback to advisors on technical and behavioural issues.
• Assist leaders with quality‑related topics, audit preparation and recruitment processes.
• Coordinate country‑specific meetings, operational process implementation and task distribution.

Required profile

• Located in one of the listed CEE countries (Poland, Croatia, Slovenia, Romania, Hungary, Czech Republic, Turkey, Greece, Lithuania or Spain).
• Experience in patient care, customer support or related medical service environments.
• Ability to work with internal and external teams, providing technical and analytical support.
• Strong communication skills and willingness to coach and motivate team members.

Required skills

What we offer

• Opportunity to work for a global healthcare leader.
• Access to continuous training, tools and resources.
• Collaborative environment that values diversity and inclusion.