OSF Healthcare Careers

Director Contact Center Clinical Operations - PAT001586

Hours per week: 40
Status (Benefits): Full-Time
Work Schedule: M-F
Location: 7915 N Hale Ave, Peoria, IL, United States

7915 N Hale Ave, Peoria, IL, United States

Job Description

Description

The Director, Contact Center Operations-Clinical is responsible for leading and inspiring the Ministry wide clinical contact center 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 clinical contact center services. Delivers results and performance against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development. The Director is responsible for leading a large team and directs 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. 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. Creates teamwork, 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.

Qualifications

REQUIRED QUALIFICATIONS:

 

BSN

 

RN-Registered Nurse

 

3 years of experience in a business or clinical leadership role

 

Excellent interpersonal and communication skills.

 

Solid computer skills, including proficiency with Microsoft software.

 

Strong analytical and problem solving skills, with the ability to be detail oriented. 

 

 

PREFERRED QUALIFICATIONS:

 

3 years of experience in healthcare operations and planning

 

Experience leading clinical call centers and managing call center metrics in a healthcare environment

 

Experience leading Performance Improvement Projects/Programs

 

 

2 years of experience in an executive role with business/operations oversight

 

Knowledge of healthcare delivery and management, strategic planning, basic budgeting, and healthcare legislation

 

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

 

Demonstrated strong customer service skills and demonstrates compassion and empathy

 

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

 

 

 

 

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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