Job Summary: Quirónsalud is seeking a Real-Time Operations Technician to monitor and optimize the activity of the Patient Operations Center, ensuring quality care and an exceptional customer experience. Key Highlights: 1. Join a team leading the transformation of the healthcare sector 2. Opportunities for professional growth and development 3. Continuous training through Quirónsalud University **Quirónsalud** --------------- Quirónsalud is Spain's leading provider of healthcare services. We count on internationally renowned biomedical experts and a large team of healthcare and non-healthcare professionals who work daily to deliver the highest-quality, specialized care in our country. At Quirónsalud, we seek top professional talent to continue offering differentiated healthcare services distinguished by quality, high specialization, and person-to-person health care. **Job Description** ---------------------------- **At Quirónsalud, your career has purpose.** At **Quirónsalud**, we not only lead the healthcare sector—we are **transforming** it. With state-of-the-art technology and a network of over **58 hospitals in Spain and more than 180 healthcare centers across Europe**, backed by **Fresenius\-Helios**, we operate with a clear mission: **improving lives**. We seek professionals who want to **grow, innovate, and be part of a team where excellence is part of everyday life.** **Join Our Team** * **Position:** **Real-Time Operations Technician** at the Patient Operations Center, working **afternoon shifts and two weekends per month.** * **Location:** Madrid. * Key responsibilities include: + Proactively monitor real-time activity—including average handling time, agent and service/department statuses—to ensure optimal patient/customer experience and proper functioning of the Patient Operations Center. + Maintain continuous communication with middle management and the COP Management regarding current status and planned actions, ensuring full team alignment and preparedness to handle any contingencies. + Manage and coordinate updates to recorded announcements in case of hospital closures on holidays, ensuring effective communication with Quirónsalud Group patients. + Optimize human resource allocation according to operational needs—via queue assignment/unassignment, *skill* and competency mapping of new hires, and management of newly acquired cross-functional capabilities or service changes. + Support efficient operations and reduce error likelihood by developing management manuals covering status usage and transfer application, providing clear, accessible guidelines for correct procedural execution. + Coordinate weekly meetings (*weekly*) and communicate operational results to middle management, enabling joint action planning for upcoming service demands and fostering team alignment toward goal achievement. + Contribute to identifying and documenting activities in the logbook—including executed actions, incidents, implemented action plans, and their outcomes—to facilitate forecasting, analysis, and development of best practices and contingency action plans. + Monitor real-time operations across various queues and adjustments made, ensuring compliance with KPIs (e.g., service level agreement—SLA) and optimizing overall service performance. + Optimize human resources based on service workload and distribution across channels, guaranteeing efficient, balanced operations responsive to demand fluctuations. + Communicate relevant information regarding team sizing and resource availability to coordinators of each service/territory, enabling corrective and proactive action planning to enhance operational capacity. + Execute action plans designed to rapidly address service coverage gaps and maximize utilization of available resources, ensuring effective responses to critical situations. + Track open incidents with various services/territories, ensuring timely implementation of effective solutions to maintain uninterrupted service delivery. + Alert middle management across services/territories about process variations and KPI deviations, providing actionable recommendations to keep all stakeholders informed and aligned with continuous service improvement. **What We Offer:** * **Indefinite-term contract with a 6-month probationary period**, within a stable project. * **Immediate integration** into a collaborative and specialized team. **An Environment That Supports Your Development** * You will benefit from the support of an experienced team helping you strengthen your skills and advance your career. * **Continuous training**: We will foster your learning and development through our **Quirónsalud University** and tailored **training programs**, supporting both personal and professional growth. **Your Well-being Matters** * **Access to our Health and Well-being Program**, including initiatives such as: + **Health care:** Physical and mental wellness plans (access to medical services, health maintenance programs, and psychological support) + **Financial well-being:** Flexible compensation programs, salary management assistance, and exclusive discounts + **Family well-being:** Initiatives promoting healthy lifestyles and work-life balance + **Volunteer program** We’re waiting for you! *At Quirónsalud, we promote inclusion and respect for diversity. Therefore, our selection processes adhere to these principles. Likewise, the company declares its commitment to establishing and developing practices that foster equal treatment and opportunities between men and women, without direct or indirect discrimination on grounds of gender. This principle forms part of our Corporate and People Policy, aligned with Organic Law 3/2007 of March 22 on Effective Equality Between Women and Men.* **Requirements** -------------- * Higher Technical Degree, Diploma, or equivalent—valued. * Mandatory knowledge of contact center telephony tools at an operational level (Genesys, Avaya, Altitude, Siebel, etc.). * Advanced to expert-level office software proficiency—especially Excel—is mandatory. * Database management skills and knowledge of contact center performance metrics models—valued. * Availability for **afternoon shifts and two weekends per month**, with flexibility according to service needs. * Competencies: + Patient-Centered Care + Excellence + Innovation + Teamwork + Sustainability + Analytical Ability + Systems Thinking + Assertive Communication + Adaptability to Change + High Stress Tolerance + Customer Orientation + Planning and Organization + Assertive Communication + Conflict Resolution. Do you already have a profile on ? Autocomplete with b4work **Location:** Madrid (Spain)**Contract Type:** Indefinite-term**Vacancies:** 1**Work Modality:** On-site
David Muñoz
Indeed · HR
David Muñoz
Indeed · HR
