OSF Healthcare Careers

Manager Digital Optimization - PAT001517

Hours per week: 40
Status (Benefits): Full-Time
Work Schedule: 8am to 4:30 pm with necessary operational flexiblity as needed for other shifts
Location: 7915 N Hale Ave, Peoria, IL, United States

7915 N Hale Ave, Peoria, IL, United States

Job Description

Description

The Manager of Digital Optimization is responsible for planning, implementing, and managing the data management and process improvement elements of the Contact Center operations. Manages human and financial elements to ensure that services meet and exceed established quality and productivity standards. Leads and oversees the quality improvement, data analysis and metrics, and workforce analyst functions of the Contact Center. Ensures the resources, processes, software, and data analysis mechanisms contribute to operations with optimal efficiency, quality performance, predictive staffing and with a culture of continuous improvement. Fosters and maintains collaborative working relationships among all OSF Team Members and communicates with Contact Center leadership to ensure that quality, data, and workforce analysis efforts are being effectively utilized for the identification of further training and performance management needs. Uses change management methodologies to bridge to planning and implementation of new Contact Center and digital platforms to ensure excellent patient experience.

Qualifications

REQUIRED QUALIFICATIONS:

 

Bachelor’s Degree in business, healthcare, or a related field

 

 

3 years’ experience in any of the following fields with proven results: Data Analytics, Performance, Continuous Improvement, Project Management, and/or Workforce, Business analyst work

 

Experience leading teams, projects and committees with proven results

 

 

Excellent analytical abilities necessary in order to prepare business plans and evaluate programs and services, respond to problems, take appropriate corrective action, develop procedures and budgets, and organize and oversee the work of staff

 

Excellent interpersonal skills and emotional intelligence needed to collaborate across the department and with OSF HealthCare leadership, and drive excellent performance and customer service

 

Demonstrated ability to use data to drive successful business decisions with proven, demonstrated outcomes, with moderate level of competency with statistical methods and reporting

 

Moderate to advanced competency with MS Office Suite

 

 

 

 

PREFERRED QUALIFICATIONS:

 

Master’s degree in a healthcare, business, or data analytics field

 

 

Background or Coursework in Digital Transformation, Digital Experience, Digital Innovation and Design Thinking

 

Previous contact center or customer service experience

 

 

Advanced level of competency with statistics

 

 

 

 

 

EOE/Minorities/Females/Vet/Disabled

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

 

Experience the OSF culture and community by clicking here.

 

 

 

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

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