Patient Care Operations Analyst

Docplanner; Brasil; On-site; BRL 120,000 - 180,000; Full time

Benefits offered by this job

Healthcare insurance

Wellness programs

Generous time off

Job summary

Docplanner Group is seeking a high-energy Analyst to join Global Patient Care and power operations across 14 countries. This role focuses on keeping Salesforce case routing healthy, driving AI-driven automation, and ensuring data-backed decisions ship daily.

You’ll collaborate with regional managers, maintain Superset dashboards, and use SQL to answer operational questions. You’ll translate findings into clear actions and help scale improvements across markets.

Qualifications

• 2-5 years of experience in Operations, Strategy Ops, Sales Ops, RevOps, or Data Analysis.
• Fluent English (written and spoken).
• Working SQL skills and experience with Salesforce Service Cloud and Superset or similar BI tools.

Responsibilities

• Monitor the health of global Salesforce case operations (routing, queues, case-reason taxonomy).
• Collaborate with regional managers to understand market problems and improvements.
• Translate findings into prioritized requests and work with Salesforce teams to implement.
• Document recurring issues into cross-market processes.
• Track AI case-reply tools and automations and flag regressions.
• Use SQL and AI tools to answer operational questions and maintain dashboards.

Skills

SQL

Salesforce Service Cloud

Superset

Tools

SQL

Salesforce Service Cloud

Superset

Job description

Company Description

At Docplanner Group, we're on a mission to help people live longer, healthier lives. As the world's largest healthcare platform, each month, we connect 24 million patients with 280k doctors across 13 countries (through brands like ZnanyLekarz, Doctoralia, MioDottore, DoktorTakvimi, and jameda). Our marketplaces, SaaS and AI tools simplify daily tasks and help doctors, clinics and hospitals work more efficiently, so they can focus on what really matters: caring for their patients.

Learn more about our products here: pro.doctoralia.es

Why join us?

• Real impact - We help doctors help patients.
• At scale, yet agile - 3,000+ employees, but still fast, flexible, and hands-on.
• Shape the future, sustain growth - Make a difference now and build for long-term success.

Job Description

We're looking for a high-energy, execution-focused Analyst to join our Global Patient Care team and power the operations that support 14 countries. This isn't just about monitoring queues; it's about being the engine behind a healthy Salesforce ecosystem and the pioneer of our AI-driven automation strategy. You will bridge the gap between technical infrastructure and local impact, ensuring our global operations are data-backed, automated, and running at peak performance. If you thrive in a high-visibility environment where your work ships daily and directly empowers teams worldwide, we want to talk to you.

How will you make an impact?

Salesforce & Patient Support Operations

• Monitor the health of our global Salesforce case operations (routing, queues, case-reason taxonomy) and catch problems before they affect patients or local teams.
• Work closely with our regional managers (LATAM & Spain, Europe) to understand each market's problems, challenges and improvement opportunities.
• Turn what you find into clear, prioritized requests (problem, evidence, impact), so we can fix it ourselves or take it to the global Salesforce team. Over time, you'll handle that conversation with Salesforce directly.
• Turn recurring operational issues into documented processes that work across markets while respecting each country's local needs.

AI & Automation

• Track how our AI case-reply tools and automations are performing, flag regressions and suggest improvements backed by data.
• Help local teams adopt the automations we build with the Salesforce team, and gather their feedback on what works and what doesn't.

Analysis & Critical Thinking

• Use AI tools (Claude with our data connectors, Data Sage) and SQL to answer operational questions. What matters most is knowing which questions to ask and how to read the answers.
• Identify, analyze and prioritize: turn data into a clear recommendation and defend it, and challenge ours when you think we're missing something.
• Maintain our existing Superset dashboards and build simple ones when your own analysis needs them.

Qualifications

What will help you thrive?

• 2-5 years of experience in Operations, Strategy Ops, Sales Ops, RevOps, or Data Analysis;
• Understanding of product and business dynamics;
• Technical Prowess: You have working SQL skills (joins/aggregations) and can navigate Salesforce Service Cloud and Superset (or similar BI tools).
• Global Communicator: Your English is sharp (written and spoken), and you can distill complex analysis into structured, persuasive business cases.
• Bias to Action: You are a closer. You tackle small tasks the same day and have the grit to drive large initiatives to the finish line.
• Bonus Points: You bring experience in support operations or speak Spanish, adding even more value to our multi-country coordination.

What to Expect from Our Hiring Process

• Intro Chat - A first call with our Talent Partner to explore mutual fit around relevant skills, value alignment, and motivation.
• Hiring Manager Interview - A deeper conversation about your background, aspirations, and experience with Flavia Soccol and André Mosko as your potential managers in this role . Take this chance to ask anything on your mind-it's just as much about making sure we're the right fit for you, too.
• Business Case - A take-home exercise incl. a few days' preparation time, designed to understand how you approach real-life problems. You'll then walk us through your approach in a collaborative discussion with the hiring manager and the team to discuss your thoughts and findings.
• References & Offer!

Why You'll Love It Here

Global Benefits - No matter where you are, you'll have access to:

• Healthcare insurance - so you can focus on what matters.
• Wellness that works for you - from gym memberships to mental health support, we've got you covered.
• Time off that counts - whether it's a vacation, your birthday, or just a day to recharge, we believe in balance.

Local Perks - Depend