Process Engineer, Contact Center
Company: Oak Street Health
Title: Process Engineer, Contact Center
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.
The Process Engineer, Contact Center will drive process standardization, documentation and continuous improvement across our sales and service functions. This position is responsible for delivering a complete understanding of the direct and indirect components of our customer service processes, including functions managed by other teams and/or external partners. With this deep understanding, this role will then identify defects which have the potential to negatively impact our internal and/or external customer experience. This role will operate at depth with data and leverage engineering methodologies to develop, implement and measure process improvements with a focus on experience improvement with the goal of a world class contact center. The Process Engineer, Contact Center will be providing solutions to complex customer problems with heavy emphasis on quality growth and ability to gain buy-in from multiple levels in organization.
Full ownership for all critical business processes for service contact center, sales contact center, medical records operations and third party referral service operations.
Build current state process maps and design future state flows for all processes in the contact center and customer operations functional area.
Develop deep understanding of patient experience processes by developing and/or reviewing process flows and modeling, process standards and engineering specifications.
Determine how to simplify customer service processes or deliver reduced defects and improved efficiency for both our team members and customers.
Build plans to optimize processes at enterprise level and drive changes with relevant business partners.
Work with third parties to help optimize processes through API’s, data sharing, process handoffs and technical capabilities.
Establish management control systems through reporting, analytics, quality control mechanisms, performance reviews to track process optimization efforts.
Support the implementation, standardization and deployment of new tools and processes to the customer service and sales organization.
Apply industrial engineering/process engineering skills and methodologies to opportunities that improve experience, consistency and efficiency for both our internal and external customers.
Direct studies in contact center operations to maximize workflow effectiveness.
Partner with contact center leadership to support tool and process improvements across all customer contact channels.
Serve as business partner on various projects which impact customer service operations such as staffing/schedule policies and agent utilization.
Other duties, as assigned.
What are we looking for?
Bachelor’s degree in Industrial Engineering, Statistics, or related field required
Minimum of 4 years professional experience in healthcare, quality, or process engineering, preferably in an inbound/outbound contact center, healthcare, or customer contact center environment in service industry
Experience with the development and maintenance of Standard Operating Procedures (SOPs), including intake and governance
Experience with Six Sigma, lean manufacturing, logistics would be a strong plus
Excellent interpersonal, verbal and written communication skills as well as analytical capabilities are required
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
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.