Patient Care Operations Analyst

Docplanner; Rio de Janeiro; Hybride; BRL 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Healthcare insurance

Wellness programs

Paid time off

Local perks (meal vouchers, transport)

Résumé du poste

Docplanner is seeking a data- and operations-driven Analyst to join the Global Patient Care team, powering 14 countries. You will optimize Salesforce case routing, automation initiatives, and data-informed processes that affect patients and local teams daily.

You’ll partner with regional managers, use SQL and BI tools to answer questions, maintain dashboards, and translate insights into actionable improvements across markets.

Qualifications

• 2–5 years of experience in Operations, Strategy Ops, Sales Ops, RevOps, or Data Analysis.
• Understanding of product and business dynamics.
• Technical Prowess: SQL experience and familiarity with Salesforce Service Cloud and BI tools.
• Global communicator with strong English.
• Bias to action and closing mindset.
• Bonus: experience in support operations or Spanish language.

Responsabilités

• Monitor and optimize Salesforce case operations across markets, ensuring quality routing and timely resolutions.
• Collaborate with regional managers to understand market problems and improvement opportunities.
• Translate findings into clear, prioritized requests and drive fixes with global Salesforce team.
• Document recurring issues into cross-market processes that respect local needs.

Connaissances

Operations experience

Data analysis

SQL

Salesforce

Superset

English communication

Bias to action

Spanish (bonus)

Outils

Salesforce Service Cloud

Superset

Claude

Data Sage

Description du poste

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.

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. Your work truly makes a difference.

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

We like to keep things transparent and efficient! Here’s what the process usually looks like (though it might vary slightly depending on the role):

1. Intro Chat – A first call with our Talent Partner to explore mutual fit around relevant skills, value alignment, and motivation.
2. 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.
3. 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.
4. 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 – Depending on your location, you will be entitled to local benefits like meal vouchers (ticket restaurant), transport allowances, or extended parental leave.

Career Growth – We’re growing, and so can you! You’ll find lots of chances to learn, develop, and explore new paths—whether within your team or through cross-functional projects.

A Truly Global Team – Work with talented people from all over the world in a diverse and inclusive environment.

Flexibility That Works for You – Remote work and flexible hours aren’t just buzzwords here. While the extent of flexibility depends on your role and team, we value results over rigid schedules. Prefer an office setting? You're welcome at any of our hubs in Barcelona, Warsaw, Curitiba, Rio de Janeiro, Mexico City, Bogotá, Munich, Rome or Bologna.

Please note: At this time, we are not able to sponsor visas for this position. To apply, you must already have the legal right to work in your country of residence or the location of the role.

What We Believe In

At Docplanner, our values guide everything we do:

• Focus on results – we're here to make an impact.
• Think like an owner – take responsibility, drive outcomes.
• Keep it simple, keep it lean – smart solutions over complexity.
• Be respectful and radically honest – openness builds trust.
• Learn and be curious – growth is part of the job.

Don’t just take our word for it—check out our Glassdoor to hear what our people say!

We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We welcome applicants from all walks of life, regardless of gender, disability, or background, and are dedicated to fostering an inclusive workplace where everyone feels valued and empowered to contribute.