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


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.






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. 





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






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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