Care Information Center Team Lead - NL

As Team Lead of the Care Information Center at Unilabs Netherlands, you are responsible for leading one of the most crucial support teams in our patient journey. The Care Information Center (ZIC) is the first point of contact for patients, referrers, and healthcare partners, and your team ensures that every question is answered quickly, clearly, and with empathy.

You manage and guide a team of service professionals who handle telephone, digital, and administrative communication. Whether it's scheduling appointments, providing test results, or managing incoming inquiries, your team ensures that every interaction reflects our commitment to quality and patient-centered care. You bring structure, leadership, and continuous improvement to the heart of this dynamic environment.

You are the link between operations, labs, and the front office, and you work closely with IT, HR, and quality teams to optimize systems and workflows. In a growing and fast-evolving organization, you help shape how we connect with our patients and referrers, both today and in the future.

Examples of your responsibilities include:

• Leading a team of care service employees and coordinators, including performance reviews, coaching, and team development;
• Monitoring and optimizing KPIs such as response time, first-time resolution, and customer satisfaction;
• Managing daily planning and ensuring sufficient capacity to meet contact volumes;
• Coordinating with other departments (labs, operations, medical teams) to ensure consistent information and smooth handoffs;
• Improving and standardizing procedures to support efficiency and service quality;
• Supporting or leading projects related to digital transformation, automation (e.g., chatbots, self-service), and patient logistics;
• Ensuring the team adheres to privacy, data protection (e.g., GDPR), and medical communication standards.

With your leadership, the Care Information Center becomes more than just a call center, it becomes a strategic service hub that contributes directly to patient satisfaction and organizational efficiency.

• At least 4+ years of experience in customer service, patient contact centers, or healthcare operations, with 2+ years in a team leadership role;

• Affinity with healthcare and a strong sense of service and patient-centric thinking;

• Experience with call center systems, CRM, or ticketing tools; knowledge of healthcare IT systems is a plus;

• Strong interpersonal and coaching skills; able to motivate and develop a team;

• Solution-oriented and able to handle complex or sensitive situations with professionalism;

• Excellent command of Dutch and good command of English;

• Organizationally strong, accurate, and confident in a dynamic environment.

Your leadership improves patient experience, and we reward that with:

• A strategic and people-focused role at the intersection of healthcare and service delivery;
• 8.33% holiday pay and 8.33% end-of-year bonus;
• Room to grow and develop through coaching, training, and career paths within Unilabs;
• A beautiful, accessible office in Amsterdam and hybrid working possibilities (minimum 3 days per week in-office).