Meet the 24/7 CRM TeamYour International Patient Champions

Team Structure & Roles

• Head of International Patient Services – programme oversight, standards, training
• Senior Patient Coordinators (Spain focus) – primary patient contact, all-phase coordination, lifetime follow-up
• Clinical Liaison Officers – clinician communication, medical translation, technical discussions
• Aftercare Coordinators – post-treatment support, emergency triage, warranty administration
• Support Staff – documentation, scheduling, logistics coordination

Team Training & Credentials

All team members undergo rigorous training in patient communication, international healthcare contexts, Spain healthcare systems, emergency response, confidentiality and privacy, and cultural awareness. Senior coordinators have minimum 3+ years of international patient experience. Ongoing quarterly training covers new clinical protocols, patient psychology, communication excellence, and technology updates. Team members are selected not just for clinical knowledge, but for empathy, reliability, and genuine interest in patient outcomes.

Team Principles & Values

• One coordinator per case – dedicated individual responsibility, not rotating assignments
• Patient-first decision-making – coordinator empowered to prioritise patient needs over operational convenience
• No upselling incentives – performance measured on satisfaction and outcomes, not additional sales
• Transparent communication – honest assessment of candidacy, realistic timeline expectations, no hidden agendas
• 24/7 availability – emergencies and urgent concerns receive immediate attention regardless of time
• Lifelong commitment – your coordinator remains your point of contact indefinitely, not just during active treatment
• Family respect – communication with family only with explicit patient consent
• CET-friendly scheduling – your time zone and convenience prioritised

How to Reach the Team

Contact is available via WhatsApp (preferred for routine coordination and quick questions), video call (for in-depth discussions or initial meetings), phone call (for longer conversations or urgent issues), or email (for documentation and detailed follow-up). Your coordinator provides direct contact details at assignment. Response times vary by tier (emergencies within minutes-to-hours, routine queries within business hours), but availability is 24/7/365 with backup coverage ensuring no gaps.

Spain-Focused Expertise

Our team is trained on Spain healthcare contexts including common ACC (injury) funding pathways, private insurance schemes, public health dental limitations, common dental problems in Spain populations, and cultural preferences for communication and decision-making. This specialisation means your coordinator understands your healthcare context from day one, not through gradual learning on your case.

Cultural Awareness & Communication Style

The team is trained in cross-cultural communication, aware of different communication preferences (some patients prefer direct information, others prefer more context), cultural attitudes toward medical decision-making (individualistic vs. family-centred), and communication respect. Your coordinator adapts their style to your preferences, ensuring communication feels natural and respectful.