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Planning and Scheduling Technician (Afternoon Shift) at the Patient Operations Center

On-site in Madrid·Added 6 days ago (last checked 19 Oct)

Quironsalud

386 open roles

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Overview

Work mode: On-site, Madrid
Contract: Permanent contract
Benefits: Flexible pay plan

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Skills

Nice to have

Power BI

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

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.

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.

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 promote and encourage equal treatment and opportunities between men and women, without discriminating, directly or indirectly, by reason 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.
Knowledge for dimensioning services in a contact center is essential.
Advanced - expert level office automation is essential, especially in Excel
Knowledge of the Telemarketing collective agreement and the Workers' Statute will be valued.
Knowledge of database management, Power BI, and Queries will be valued.
Valuable knowledge of management models in contact center.
Valuable knowledge in statistics or economics or mathematics.
Availability in the afternoon schedule, 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

Position: Planning and Scheduling Technician at the Patient Operations Center, afternoon shift.
Location: Madrid.
Among the main functions, we can indicate:
- Contribute to achieving maximum operational performance in the services/departments, through service/department dimensioning, achieving optimization of human resource distribution according to the service levels and the activity forecast established in the COP.
- Ensure an effective distribution of workloads; as well as the timely attention of the different channels (rescheduling, emails,...), achieving the best patient/customer experience and maximizing operational performance.
- Act proactively in the management, control, and monitoring of established breaks and rest periods, shifts, overtime and compensatory hours, windows for training/feedback, vacations, and leaves, ensuring their orderly and efficient compliance.
- Contribute to the preparation and communication of qualitative and quantitative management reports to Middle Management and the COP Management, with the purpose of providing information that facilitates decision-making and improves team performance.
- Contribute to the analysis of the services/departments to evaluate current and future human resource needs, through the management of requests for hiring new agents, as well as requests for extension or reduction of working hours, and termination of contracts, ensuring efficient operation and the achievement of the KPIs established in the COP.
- Perform activity forecasting for the different services/departments of the Patient Operations Center (COP), oriented toward the effective achievement of the established KPIs.
- Optimize the distribution of human resources in the different services/departments of the COP, taking into account both the own activity (training, emails, callbacks,...) and that of each Hospital Center, as well as the distribution of workloads from the different channels, adjusting them to the established service levels, complying with the procedures and guidelines established by the organization.
- Propose and apply preventive strategies in order to guarantee the fulfillment of objectives related to service level (SLA), average handling time (AHT), adherence, and productivity.
- Analyze daily historical indicator results, performing comparisons between planning and reality, with the objective of identifying and correcting the causes of any deviation.
- Verify monthly and annual historical indicators to detect and correct deviations in projections (forecast) and perform adequate dimensioning of the service/department.
- Establish, update, and communicate shifts and authorizations; as well as the distribution of vacations and leaves to staff, according to the established criteria, ensuring adequate coverage of the service/department needs at all times.
- Monitor actual hours against planned hours to control any deviation, including absenteeism incidents.
- Manage requests for hiring new agents, as well as the extension, reduction of working hours, or termination of contracts, ensuring that resources suit the needs established in the service/department.