Senior Manager, EUC/Field Technician

Information Technology Chicago, Illinois


Description

Company: Oak Street Health

Title: IT Manager, Call Center

Location: Downtown Chicago (30 W. Monroe St.)

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:

We are looking for a Call Center Manager to join our team! As the Call Center Manager, you will be responsible for planning and implementing strategies and operations of our call center. You will ensure system and process functionality and productivity. In addition, you will manage your staff and work closely with other departments at the company.  Some of the call center duties include managing the call center to achieve quantitative and qualitative objectives, identify bottlenecks and offer solutions for improvement, build relationships with staff and clients and ensure employee satisfaction, create a welcoming and motivating environment for employees, and oversee the call center.

Core Responsibilities:

  • Management of a team of staff members providing technical support with an emphasis on customer care

  • Managing the call center, Zoom phones, VOIP phones

  • Managing phone connectivity to all our locations and all call centers

  • Proven track record of identifying and interviewing qualified candidates and maintaining staff through continual guidance, feedback, and training

  • Research and implement best practices in methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships

  • Implement innovative and efficient staff and scheduling models to meet established SLAs

  • Develop a customer care philosophy that ensures customer satisfaction

  • Other duties, as assigned 

This position will report to the Director of IT Engineering.

What are we looking for?

We’re looking for motivated professionals with:

  • Minimum of 8 years of Helpdesk Manager experience

  • Experience with InContact, and Scripting

  • Experience working with multiple OS and demonstrated PC skills (Win 10, Mac, IOS Devices, MS Office, Google docs)

  • Associate's Degree required, Bachelor's degree preferred (BSc degree in Computer Science, Information Technology or relevant field)

  • Understanding of any EMR system processes

  • Hands-on experience with helpdesk software and remote-control software

  • Solid technical background with an ability to give instructions to a non-technical audience

  • Customer-service oriented with a problem-solving attitude

  • Excellent written and verbal communications skills

  • Team management skills

  • Phenomenal customer service skills

  • Passion for technology and using it to solve problems

  • High level of organization, reliability, and independence

  • Orientation toward detail

  • Ability to research emerging technologies and make recommendations that benefit our business

  • Create presentations/solutions with experience communicating to a variety of audiences

  • Demonstrated knowledge of call center technical solutions, standards and processes

  • Project management experience a plus

  • ITIL V3 certified

  • 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

  • Relentlessly determined

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.