OSF Healthcare Careers

Director Intake Operations - OSF007291

Hours per week: 40
Status (Benefits): Full-Time
Work Schedule: M-F days
Location: 800 NE Glen Oak Ave, Peoria, IL, United States

800 NE Glen Oak Ave, Peoria, IL, United States

Job Description


The Director of Intake Operations is responsible for leading and inspiring the access and intake strategy with administrative and operations accountability across the Ministry. Supports the strategic, financial, and clinical priorities of OSF HealthCare by providing systems, process, and people-oriented methods to improve access. Delivers results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.

This position leads the effort at OSF HealthCare to reengineer ease of access through workflow standardization and process improvement efforts, resulting in a hardwired, sustainable, and standard enterprise patient access experience. Accountable for the results and performance of the strategy and promotes teamwork to achieve organizational goals and objectives for access and intake. Works to influence change among a multi-disciplinary group involved in patient flow management and continuous system enhancements to improve the patient, family, and customer experience. Collaborates and builds strong business relationships with the divisions and leaders. Actively initiates change and is a proactive and strategic thinker, supporting OSF HealthCare values and service standards.





Bachelor’s degree


5 years of customer service experience in a contact center environment


3 years managing a 150+ seat contact center in a leadership role, preferably in a healthcare environment.



Leads by example and maintains/establishes a culture of customer-centric behavior and innovation critical to success in this role.


Data-driven decision making, while relying on strong interpersonal skills to drive change.


Fosters a culture of inclusion that encourages employee contribution, respect, and support of all types of individuals.


Possesses strong customer service skills and demonstrates compassion and empathy.


Proven success in developing strategic plans and attaining goals in a fast-paced, dynamic environment.







Master’s degree



Possesses strong leadership skills, superior influencing ability, broad perspective, and a partnership-based approach to relationships.


Effective leadership and analytical skills, including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities.


Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations.


Demonstrated ability to achieve excellence in client experience and service within a contact center.


Working proficiency with metrics, measurements, reports, and operations specific to contact center.






Job seekers will be afforded equal opportunity regardless of their race, ethnicity, veteran status or disability status.


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Job seekers will be afforded equal opportunity regardless of their race, ethnicity, veteran status or disability status.

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