Director, Service Ops Continuous Improvement

Call Center Leadership Chicago, Illinois


Company: Oak Street Health 

Title: Director, Service Ops Continuous Improvement

Location: Treehouse, Downers Grove, Remote

Role Description:

The Director, Service Operations Continuous Improvement will be responsible for driving continuous improvement (including quality improvement and process improvement) for all central service operations teams at Oak Street Health. There are 5 distinct service ops teams, including a patient service contact center team, a pharmacy technician contact center team, a triage nurse contact center team, a referrals processing team, and a medical records request team.

This role will oversee the following teams/individuals

Quality assurance team - this team conducts quality audits for call center calls, accuracy of handoff documentation - Carereqs, and referral processing

Issue resolution team - this team collects internal feedback from other Oak Street teams to service ops teams, investigates these reported issues, and provides resolution and/or feedback to the relevant parties as appropriate)

Manager of Service Operations Workflows & Procedures - responsible for overseeing standard operating procedures and workflows for all central service operations teams 

This role will also lead the overall continuous improvement process for service ops teams (including specific components detailed below under core responsibilities) and ultimately drive step function improvements in quality, efficiency, and effectiveness.

This role is part of the Operations Enablement team, and will report to the Senior Director leading Operations Enablement. This role is located in Chicago, IL (also accepting remote applicants open to 20%+ travel). 

Core Responsibilities:

  • Drive continuous improvement and measurable improvements in quality and effectiveness by:

    • Measuring quality/effectiveness in the right way: define the right quality metrics for each service ops team that consider each team’s unique goals and workflows. Also, working with the engagement analytics and business intelligence teams to set up regular reporting for these quality metrics

    • Conducting regular quality audits to 1. Monitor and manage performance for quality/accuracy, and 2. To use results to identify opportunities for improving processes, workflows, technology, team organization, and overall team effectiveness

    • Using other sources of information to surface continuous improvement opportunities: e.g. internal feedback through the issue resolution process, hypothesis-driven discovery of new technologies, techniques, processes, utilizing technologies like speech analytics…

    • Conducting root cause analysis for select opportunities for process improvements to scope change initiatives, come up with a project plan, next steps, and recommended timeline/prioritization

    • Prioritizing the pipeline of continuous improvement initiatives

    • Leading/supporting the implementation of improvement initiatives (identified and prioritized above)

    • Measure and report back to stakeholders on the impact of improvement initiatives and of overall quality and effectiveness

  • Key enablers of success for this role include

    • Manage a dynamic pipeline of prioritized improvement opportunities and allocate team resources/bandwidth effectively to the highest-impact opportunities

    • Manage close stakeholder relationships with the operational leader of each service ops team, various corporate program leaders, and support functions (like training delivery, workforce management, analytics, etc…)

    • Provide thought leadership on key enablers of step-function (not just incremental) operational improvements (e.g. what changes in technologies, team structures… etc would be game changers)

  • Other duties as assigned

What are we looking for?

  • 5+ years of shared services or healthcare operational leadership required 

  • Experience and/or with continuous improvement methodologies (e.g. Six Sigma and Lean)

  • Strong understanding of and commitment to customer/patient service principles

  • Previous experience leading/implementing multiple major improvement initiatives that led to significant and measurable outcomes

  • Bachelor’s degree or years of equivalent operational leadership experience required

  • Proven experience and ability to manage, develop, mentor, and empower a team

  • Ability to collaborate across multiple teams and engage in multiple perspectives to work toward a common goal

  • Strong analytical and problem-solving skills: demonstrated ability to synthesize quantitative data into easy-to-understand and actionable recommendations 

  • Ability to succeed in a fast-paced, ever-changing environment

  • Outstanding written and verbal communication, interpersonal, and conflict resolution skills

  • Self-starter with a high degree of drive, initiative, and follow-through

  • Ability to develop, plan, and implement short and long-term goals

  • Commitment to company vision

  • A flexible and positive attitude

  • High level of integrity

  • U.S. work authorization.

  • Travel - up to 20%

  • US work authorization

  • Someone who embodies being Oaky

What does being Oaky look like?

  • Radiating positive energy

  • Assuming good intentions

  • Creating an unmatched patient experience

  • Driving clinical excellence

  • Taking ownership and delivering results

  • Being relentlessly determined

Why Oak Street Health?

Oak Street Health is on a mission to rebuild healthcare as it should be, providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient communities, and focused on the quality of care over volume of services. We are an organization on the move! With over 200+ locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody Oaky values and passion for our mission.

Oak Street Health Benefits: 

  • Mission-focused career impacting change and measurably improving health outcomes for medicare patients

  • Paid vacation, sick time, and investment/retirement 401K match options

  • Health insurance, vision, and dental benefits

  • Opportunities for leadership development and continuing education stipends

  • New centers and flexible work environments

  • Opportunities for high levels of responsibility and rapid advancement


Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply. 

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