OSF Healthcare Careers

Manager Contact Center Non-Clinical - PAT001613

Hours per week: 40
Status (Benefits): Full-Time
Work Schedule: 8am to 4:30 PM with operational flexibiilty needed
Location: 7915 N Hale Ave, Peoria, IL, United States

7915 N Hale Ave, Peoria, IL, United States

Job Description

Description

The Manager Contact Center (non-clinical digital experience) provides leadership and management to the non-clinical scheduling and referral services Contact Center teams. Manages patient appointment scheduling, referral services, support functions, human and financial elements to ensure that services meet and exceed established quality, productivity, and customer service and patient experience standards. Uses data and quality systems to drive efficiency and performance. Fosters and maintains collaborative working relationships among all OSF staff 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 the OSF Contact Center and digital platforms to ensure excellent patient experience.

Qualifications

REQUIRED QUALIFICATIONS:

 

Bachelor’s degree in healthcare, business, or related field

 

 

2 years’ experience leading teams, with proven results

 

 

Excellent problem-solving and decision-making skills and ability to use data to drive decisions

 

Moderate to advanced competency with MS Office: Excel, Outlook, Word

 

Strong communication, interpersonal, customer service, and organizational skills

 

Excellent attention to detail in order to effectively manage competing priorities

 

 

 

PREFERRED QUALIFICATIONS:

 

Experience in a Contact Center or customer service role

 

Experience with EPIC scheduling and registration and/or physician office work experience

 

Experience in performance improvement

 

Background and experience in patient experience

 

 

 

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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