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Real-time Monitoring Technician

On-site in Madrid·Added 10 days ago (last checked 21 Oct)

Quironsalud

385 open roles

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Our summary

Hours: Includes weekends
Work mode: On-site, Madrid
Contract: Permanent
Benefits: Flexible pay plan

Visa options

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Skills

This job advert was originally written in Spanish.

Pay & benefits

What you'll get

Permanent contract with a 6-month probationary period in a stable project.
Immediate start in a collaborative and specialized work team.

The role

At Quirónsalud, your career has a purpose.

At Quirónsalud, we don't just lead the healthcare sector; we are transforming it. With cutting-edge technology and a network of more than 58 hospitals in Spain and over 180 healthcare centers in Europe, backed by Fresenius-Helios, we work with a clear mission: to improve lives.

We are looking for professionals who want to grow, innovate, and be part of a team where excellence is part of everyday life.

Quirónsalud

Quirónsalud is the leading company in Spain in the provision of healthcare services. We have internationally renowned experts in the biomedical field and a large team of healthcare and non-healthcare professionals who work day after day to offer the best quality of care and specialized services in our country.

At Quirónsalud we want to count on the best professional talent to continue offering a differential healthcare service distinguished by its quality, its high level of specialization, and person-to-person health care.

An environment that boosts your development

You will have the support of a highly experienced team that will help you strengthen your skills and advance in your career.
Continuing education: we will stimulate your learning and development through our Quirónsalud University and our specific training plans, which will allow you to grow personally and professionally.

We think about your well-being

Access to our health and wellness care program, which includes initiatives such as:
Health care: physical and mental wellness plans (access to medical care services, health maintenance programs, as well as psychological support)
Financial care: flexible compensation programs, assistance with managing your salary, and exclusive discounts.
Family care: projects focused on promoting a healthy lifestyle and balance between personal and professional life.
Volunteering program.

We are waiting for you!

At Quirónsalud, we promote integration and respect for diversity. Therefore, our selection processes will be carried out under these principles. Likewise, the company declares its commitment to the establishment and development of practices that drive and promote equal treatment and opportunities between men and women, without discriminating, directly or indirectly, on the basis of sex. This principle is part of our Corporate and People policy, in line with Organic Law 3/2007, of March 22, for effective equality between both genders.

Requirements

Higher Vocational Training Technician, Diploma, or similar is valued.
Essential knowledge of telephony tools at a management level in a contact center (Genesys, Avaya, Altitud, Siebel,...).
Essential advanced - expert level office skills, especially in Excel
Valuable experience in database management and knowledge of management indicator models associated with contact centers
Availability for afternoon shifts and two weekends per month, with flexibility according to service needs.
Competencies:
- Patient Care
- Excellence
- Innovation
- Teamwork
- Sustainability
- Analytical Capacity
- Systemic Vision
- Assertive Communication
- Adaptability to Change
- High tolerance to pressure
- Customer orientation
- Planning and Organization
- Conflict Resolution.

About Quironsalud

Quirónsalud is Spain's largest private healthcare group, operating a vast network of hospitals, outpatient clinics, and specialized medical centers across the country. As part of the global Fresenius Helios group, it offers a comprehensive range of medical services, from primary care to highly specialized treatments, and employs tens of thousands of healthcare professionals. The group is a leader in the Spanish private healthcare market, known for its advanced technology and patient-centered approach.

With its headquarters in Madrid, Quirónsalud has a strong presence throughout Spain, with major hospitals in Madrid, Barcelona, Palma de Mallorca, and many other cities. For international healthcare professionals, Quirónsalud offers significant opportunities, though roles often require Spanish language proficiency and, for medical staff, official recognition of foreign qualifications. The group provides a structured environment with clear career paths in nursing, medical specialties, and hospital administration, making it a major employer for those looking to work in Spain's healthcare sector.

Industry: Healthcare
Founded: 1934
Employees: 30,000–50,000
Headquarters: Madrid, Spain
In Spain: Madrid, Barcelona, Palma de Mallorca and 9 more
Website: quironsalud.com

Good to know if you are moving

Quirónsalud is part of Fresnelius Helios, one of the largest private healthcare providers in Europe, offering potential for international career mobility.
The group operates over 50 hospitals and more than 100 outpatient centers across Spain, providing a wide range of job locations.
For medical roles, international professionals must have their qualifications recognized by the Spanish authorities (homologación) and be registered with the Spanish medical college.
Fluency in Spanish is generally required for patient-facing roles, as the group serves a predominantly Spanish-speaking population.
The company offers a structured career development system with opportunities in clinical, research, and management positions.

In their own words

About the company & team

Vacancy: Real-time Monitoring Technician in the Patient Operations Center, working afternoon shifts and two weekends per month.
Location: Madrid.
Main responsibilities
- Act proactively in monitoring activity in real time, including average handling time, agent and service/department statuses, ensuring the best experience for the patient/customer and the correct operation of the Patient Operations Center.
- Contribute to continuous communication with middle managers and COP Management about the current situation and the action plans to be executed, ensuring that the entire team is aligned and prepared to address any eventuality.
- Control and coordinate the updating of the voice message in the event of closures of the various Hospitals on public holidays, ensuring effective communication with Grupo Quirónsalud patients.
- Ensure the optimization of human resources distribution according to operational needs, through the assignment and unassignment of queues, skills and aptitudes of new hires, as well as the management of new cross-skilling or service changes.
- Contribute to efficient operations and reduce the propensity for errors by developing management manuals that address the use of statuses and the application of transfers, providing clear and accessible guides for the correct management of operational procedures.
- Coordinate the holding of weekly meetings (weekly) and communicate management results to operations middle managers in order to establish joint actions in anticipation of service demand and foster team alignment around meeting objectives.
- Contribute to the identification and documentation in the logbook, by recording the management carried out, the events that occurred, the action plans executed and their results; to facilitate planning forecasts and contribute to the analysis and development of best practices and action plans applicable in contingency situations.
- Monitor the real-time operation of the various queues and the adjustments made, in order to ensure compliance with the KPIs (service level (SLA), among others) and optimize the overall performance of the service.
- Optimize human resources according to service activity and the distribution of workload across the different channels, to guarantee an efficient and balanced operation that adequately responds to demand.
- Communicate to the coordinators of each service/territory relevant information about team and resource sizing, which will allow corrective and proactive action plans to be established to improve operational capacity.
- Execute the action plans aimed at quickly correcting and addressing gaps in service coverage and maximizing the use of available resources, thus ensuring an effective response to critical situations.
- Follow up on open incidents with the different services/territories, ensuring that effective solutions are implemented in the shortest possible time to maintain service continuity.
- Communicate to middle managers of the different services/territories alerts about variations in processes and KPIs and provide actions or recommendations, with the aim of keeping all those involved informed and aligned in the continuous improvement of the service.