Planning Success Partner - French speaker
Straumann · Madrid
Summary of position:
The Planning Success Partner (PSP) plays a key role in supporting the organization by ensuring high-quality customer experience throughout the digital treatment planning journey. Working closely with the digital planning team, the PSP serves as a liaison between the doctor and internal planning teams, helping to clarify treatment goals, address customer inquiries, and ensure that treatment setups align with both customer expectations and clinical protocols. By fostering effective communication, the PSP contributes to improved treatment outcomes, higher customer satisfaction, and overall operational efficiency.
Essential functions and duties:
To successfully perform this role, the individual must be able to carry out the following duties effectively and consistently:
Perform orthodontic digital treatment plans quality check and case modifications.
- Thoroughly evaluate patients' treatment plans, ensuring alignment with internal company protocols, case prescription, additional instructions and clinical preferences.
- Conduct in-depth assessments of treatment requirements and execute case modifications as needed using company software.
Provide orthodontic customer support.
- Provide outstanding proactive and reactive support to providers, ensuring prompt, clear, and high-quality responses to their inquiries while maintaining excellent service standards.
Clinical preferences analysis and setup calls.
- Leads preference setup calls and identifies opportunities for alignment or coaching with providers; may support others team members in handling complex providers.
Cross-functional collaboration.
- Collaborate seamlessly with teams across various departments to ensure a seamless and world-class experience for providers. Proactively engage with other roles when necessary to address concerns, provide valuable insights, and ensure exemplary experience for all parties involved.
Quality agreement.
- Demonstrate ongoing commitment to advanced orthodontic knowledge, staying current with industry trends, and always remaining up to date on company processes (WI, SOP, etc.), internal software and platforms, and clinical protocols.
- Actively participates in and facilitates sessions focused on protocol updates, case studies, and best practice sharing to ensure alignment, continuous learning, and consistency across the teams.
Training and education for internal teams.
- Conducts training sessions for treatment design teams, focused on specific provider profiles to ensure targeted skill development and quality consistency.
Identify areas for continuous improvement.
- Identifies areas for quality improvement by analyzing data related to doctors, interpreting performance trends, and proposing actionable solutions to enhance clinical outcomes and service efficiency.
Handle orthodontic treatment feedback complaints.
- Effectively handle and resolve complaints related to digital treatment planning following stablished process and protocols
Ticket resolution and escalation.
- Manages the resolution of assigned tickets efficiently and escalates issues when needed, ensuring timely communication and alignment with internal protocols and service standards.
Meet performance goals.
- Consistently meets team-established annual targets across productivity, quality, and customer satisfaction, reflecting a strong dedication to delivering excellent service and results.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.
• High school diploma or GED required.
• Minimum English level: C1.
• Minimum French level: C1.
• Requires a minimum of one year of relevant education and/or technical experience in the dental field.
• Previous experience in orthodontic digital planning is preferred.
• Displays enthusiasm for providing excellent support and service.
• Excellent organizational and time management skills.
• Ability to multitask and stay focused on priorities.
• Exhibits sound and accurate judgement.
• Intermediate to advanced computer skills (Microsoft Office Suite, Microsoft 365).
• Strong interpersonal skills and motivational skills.
• Ability to adapt to changes in the work environment with short notice.
• Proficiency with driving results and quality.
• Thrives in a fast-paced team environment.
Physical requirements:
The requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee:
• Must be able to use a keyboard, computer mouse and computer monitors for 8 hours at a time.
• Must be able to sit at a desk for approximately 8 hours per day while using a computer and phone.
• Must be able to verbally communicate, wear a headset, and communicate over the phone for 8 hours a day.
• Travel may be required for this role.
Language skills:
- Ability to read and interpret training documents, safety rules, operating manuals, maintenance instructions and procedural documents in English and in French
Mathematical skills:
- Ability to calculate figures and measurements.
- Ability to quickly perform simple calculations while performing tasks related to specific work assignments.
Reasoning ability:
- Proficiency in applying practical discernment to effectively execute instructions provided in written, verbal, or schematic formats.
- Profound capacity for logical problem-solving, including the aptitude to ascertain the appropriate sequence of actions required to address interconnected work assignments.
Work environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job:
• Work is performed primarily in a home or office environment.
• The employee may occasionally be exposed to dust.
• The usual noise level in the office environment is quiet to moderate.
• The employee must be able to work in a fast-paced, team environment.
• The employee must be able to adapt to frequent changes and rapid company growth.
• Individual goals and KPIs (Customer ratings, productivity, solved tickets, quality) must meet or exceed requirements.
Employee Acknowledgement:
ClearCorrect retains the right to change this job description at any time.
ClearCorrect provides equal employment opportunities (EEO) to all employees and applicants for employment in any classification protected by applicable federal, state and/or local laws, including veterans and individuals with disabilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, benefits, transfer, leaves of absence, compensation, and training. ClearCorrect expressly prohibits any form of workplace harassment based on any classifications protected by applicable federal, state and/or local laws. Improper interference with the ability of ClearCorrect’s employees to perform their job duties may result in discipline, up to and including dismissal.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.
Employment Type: Full Time
Alternative Locations: Spain : Madrid || Germany : Freiburg
Travel Percentage: 0 - 10%
Requisition ID: 22263