Business Systems Analyst Call Center Operations

Call Center Chicago, Illinois


Description

Company: Oak Street Health

 

Title: Business Systems Analyst, Call Center Operations 

Company Description

The mission of Oak Street Health is to rebuild healthcare as it should be. 

We are a rapidly growing, innovative company of community-based healthcare centers delivering higher quality health and wellness care that improves outcomes, manages medical costs and provides an unmatched experience for adults on Medicare.

The Oak Street model integrates outstanding clinical expertise, technology, and teamwork to deliver improved care quality and cost savings. These cost savings are then reinvested into care in our communities, creating a virtuous cycle of improving community health. 

We are a national organization serving over 100,000 patients and we are growing rapidly. We are a diverse team of care providers, service team members, technologists, community outreach experts, business professionals, and more -- all dedicated to our Oaky Values and motivated by our mission. We’re looking forward to getting to know you!

For more information, visit www.oakstreethealth.com.

Role Description:

The Business Systems Analyst, Call Center Operations reports to the Director, Call Center Operations, and is responsible for collaborating closely with business and technical stakeholders and ensuring that CRM development drives workflow/reporting improvements that enable our rapidly scaling inside sales call center team to achieve their strategic business objectives. They will be the subject matter expert on Salesforce utilization in the call center and all other CRM-integrated technologies that impact the customer experience, such as contact routing, soft phone, outbound dialer, etc.

Core Responsibilities:

  • Support the Director, Call Center Operations in creating and defining the strategy for CRM utilization in the call center and all integrated technologies, which includes:

    • Assessing the current state and defining the most efficient methods for delivering a consistent customer experience in a high-volume environment

    • Aligning the team to top operational priorities and creating appropriate project action plans for success

  • Partners with the Director, Salesforce in managing the Salesforce development lifecycle, which includes:

    • Analyzing business and user needs and preparing detailed business requirements, from which user stories will be written

    • Preparing status updates and communicating with stakeholders as needed

    • Testing new and updated functionality to verify that desired results are achieved

  • Prepare requirements, solution, and supporting documentation (i.e. use cases, user stories, process flows, business rules, UI mock-ups)

  • Develop and maintain system-related documentation, including application SOPs

  • Other duties as assigned

What are we looking for?

We are looking for people that have:

  • Extensive experience with contact center technology platforms such as: CRM (Salesforce.com), WFM, Outbound Dialer, Soft Phone, etc.

  • Experience establishing cross-functional partnerships with broader leadership and technical teams to improve program efficiency and business results

  • The ability to interpret data and translate into actionable steps; helps drive a culture of continuous improvement working toward department goals 

  • The ability to operate independently in a highly efficient manner; superior organizational, problem solving and time management skills

  • Undergraduate degree

  • 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 scrappy



 

Why Oak Street?


Oak Street Health offers our coworkers the opportunity to be at the forefront of a revolution in healthcare, as well as:

  • Collaborative and energetic culture

  • Fast-paced and innovative environment

  • Competitive benefits including paid vacation and sick time, generous 401K match with immediate vesting, and health benefits

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