IT Manager, Call Center
Company: Oak Street Health
Title: IT Manager, Call Center
Location: Chicago/Downers Grove
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.
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.
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
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.