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


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.




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







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







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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