{"id":3474761,"url":"https://alion.io/job/digitalsmiledesign-customer-support-associate-patient-management","title":"Customer Support Associate (Patient Management)","company":{"id":1046325,"name":"Digitalsmiledesign","domain":"digitalsmiledesign.com","url":"https://alion.io/company/digitalsmiledesign","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Personio","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Madrid, Spain"],"countries":["ES"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Asana","optional":true},{"name":"HubSpot","optional":true}],"status":"live","first_seen_at":"2026-10-28T14:11:25Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-10-31T23:21:01Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Introduction\nCompany:Digital Smile Design (DSD) - DSD Center Location:Madrid, Spain (Hybrid) Employment Type:Full-Time Languages:English and German\nAbout Digital Smile Design (DSD)\nDigital 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.\nWithin our DSD Center, our Customer Success team plays a crucial role in bringing these life-changing digital treatment plans to reality.\nAbout the Role\nAs a Patient Management Associatein 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.\nYour goal is to manage the lifecycle of dental cases from initial request to final delivery, ensuring a seamless experience for the doctors we serve.\nResponsibilities\nCore Responsibilities\nPortfolio & 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.\n\nEnd-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.\n\nDigital 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.\n\nCase Flow Coordination:Oversee case planning limits, manage case modifications and repetitions, and coordinate technical/clinical updates with design, Quality Control, and lab teams.\n\nCase 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.\n\nBilling 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.\n\nYour profile\nWhat We Are Looking For\nLanguages:Fluent or native proficiency in Germanand full professional fluency in English.\n\nExperience: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).\n\nTechnical 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.\n\nProfessional Skills:Outstanding organizational capability, a proactive approach to problem-solving, and the ability to seamlessly manage multiple priorities.\n\nThe 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.\n\nWhat We Offer\nHybrid Work Model:Based out of our Madrid office under a hybrid working modality.\n\nGlobal & Diverse Environment:Work closely with a worldwide market alongside teammates from diverse cultural and professional backgrounds.\n\nProgressive Tenure Benefits:We value our team! You will unlock new, increasing benefits year-over-year the longer you stay with us.\n\nFlexible Remuneration Scheme:Take advantage of tax-efficient, customizable compensation options to stretch your salary further.\n\nHow to Apply\nReady to help us transform dentistry? Apply directly through this platform or send your CV via email to: ","description_format":"text","description_chars":4400,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"German","level":"All levels","optional":false},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"Spain","iso":"ES","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Dental Products & Labs","Medical Education & Training"],"lifecycle":[{"event":"open","at":"2026-10-29T18:27:35Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":24,"reasons":["conf:1","win:early"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/digitalsmiledesign-customer-support-associate-patient-management","json_url":"https://alion.io/job/digitalsmiledesign-customer-support-associate-patient-management.json","meta":{"generated_at":"2026-10-31T23:32:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":36803,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1046325},"rest":"https://alion.io/mcp/rest/get_company?id=1046325"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdigitalsmiledesign-customer-support-associate-patient-management"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdigitalsmiledesign-customer-support-associate-patient-management"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdigitalsmiledesign-customer-support-associate-patient-management"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/digitalsmiledesign-customer-support-associate-patient-management\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdigitalsmiledesign-customer-support-associate-patient-management"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3474761}},{"tool":"search_jobs","arguments":{"company":"digitalsmiledesign.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3474761},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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