Oak Street Health
Oak Street Health is rebuilding healthcare as it should be.
Chicago, IL

Process Engineer, Contact Center

| Chicago
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Description

Company: Oak Street Health

Title: Process Engineer, Contact Center

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 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.

Core Responsibilities:

  • 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
  • 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.
See More
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Where we are

30 W. Monroe St, Chicago, IL 60603

Technology we use

  • Engineering
  • Product
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • TypescriptLanguages
    • RxJSLibraries
    • gRPCLibraries
    • KafkaFrameworks
    • IstioFrameworks
    • KubernetesFrameworks
    • VueJSFrameworks
    • Material DesignFrameworks
    • CypressFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • MongoDBDatabases
    • PiwikAnalytics
    • BalsamiqDesign
    • InVisionDesign
    • SketchDesign
Previous
Next

What are Oak Street Health Perks + Benefits

Culture
Friends outside of work
Open door policy
Diversity
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Commuter Benefits
Happy Hours
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Promote from within
Continuing Education stipend
Time allotted for learning
Customized development tracks

An Insider's view of Oak Street Health

What’s the vibe like in the office?

Everyone here truly believes in what we’re building which creates a collaborative and focused environment where we’re always willing to lend a hand. We love to work hard and also have fun every step of the way. There’s never a shortage of smiles and laughter during our team standups, lunches, happy hours, and company wide huddles.

Kelsey

Product Manager

What's the biggest problem your team is solving?

Traditional healthcare systems tend to leave care teams to figure things out on their own. Here, we apply today’s standards in UX and machine-learning to change that behavior for the better. Gathering direct feedback from our teams, we identify what’s most important to them and help them make clinically sound decisions for our patients’ care.

Mike

Sr. UX Designer

How has your career grown since starting at the company?

OSH has been a tremendous learning experience for my first full time job. My manager has prioritized building a strong foundation of coding skills, which helped me to learn and transition into our new tech stack. I was given learning resources to develop skills on my own and gained knowledge and best practices from collaborating with teammates.

Molly

Software Engineer

What projects are you most excited about?

I am most excited about our disease progression projects. For these projects, we compile unstructured data and combine it with more traditional health data like labs and vital signs to develop models that give providers the opportunity to proactively manage the health of our patients. At Oak Street, you have a direct impact on the patient's care

Brian

Data Scientist

Jobs at Oak Street Health
36

All Jobs
All Jobs
Finance
Data + Analytics
Dev + Engineer
HR + Recruiting
Internships
Marketing
Operations
Product
Project Mgmt
Tap to close

Kafka Data Engineer

Oak Street Health
Remote
5 hours ago
+32
Description   Company: Oak Street Health   Title: Data Engineer (Kafka)   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

Technical Product Manager

Oak Street Health
Chicago
14 hours ago
+32
Description Company: Oak Street Health Title: Technical Product Manager Location: Treehouse 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

Center Operations Supervisor

Oak Street Health
Chicago
1 day ago
+32
Description Company: Oak Street Health Title: Center Operations Supervisor Oak Street Health is 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 in medically underserved communities. By providing holistic, comprehensive and integrated care right in our patients'

Process Engineer, Contact Center

Oak Street Health
Chicago
3 days ago
+32
Description Company: Oak Street Health Title: Process Engineer, Contact Center 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

Manager, Software Engineering

Oak Street Health
Chicago
4 days ago
+32
Description Company: Oak Street Health Title: Software Development Manager Location: Remote 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

Recruiter - Remote

Oak Street Health
Chicago
6 days ago
+32
Description Company: Oak Street Health Title: Specialist, Talent Acquisition Location: 30 W. Monroe Chicago, IL 60603 Company Description Oak Street Health is a rapidly growing company of primary care centers for adults on Medicare in medically-underserved communities where there is little to no quality healthcare. Oak Street's care is based on an entirely new model that is based on value for its patients, not on volume of services.

Internal Recruiter

Oak Street Health
Chicago
6 days ago
+32
Description Company: Oak Street Health Title: Specialist, Talent Acquisition Location: 30 W. Monroe Chicago, IL 60603 Company Description Oak Street Health is a rapidly growing company of primary care centers for adults on Medicare in medically-underserved communities where there is little to no quality healthcare. Oak Street's care is based on an entirely new model that is based on value for its patients, not on volume of services.

Population Health, Director

Oak Street Health
Chicago
6 days ago
+32
Description Company: Oak Street Health Title: Population Health Director Location: Chicago Oak Street Health is a rapidly growing company of primary care centers for adults on Medicare in medically-underserved communities where there is little to no quality healthcare. Oak Street's care is based on an entirely new model that is based on value for its patients, not on volume of services. The company is accountable for its patients' health,

Digital Marketing Business Analyst

Oak Street Health
Chicago
6 days ago
+32
Description Company: Oak Street Health Title: Digital Marketing Business Analyst Location: Chicago, IL (Remote to start) Company Description Oak Street Health is a rapidly growing company of primary care centers for adults on Medicare in medically-underserved communities where there is little to no quality healthcare. Oak Street's care is based on an entirely new model that is based on value for its patients, not on volume of services. The

Digital CRM Associate (Patient)

Oak Street Health
Chicago
6 days ago
+32
Description Company: Oak Street Health Title: Associate, Digital CRM Location: Chicago, IL (Remote to start) 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.

People Operations (HR) Generalist

Oak Street Health
Chicago
1 week ago
+32
Description Company: Oak Street Health Title: Associate, People Operations Generalist - Corporate 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

Salesforce Business Analyst

Oak Street Health
Chicago
1 week ago
+32
Description Company: Oak Street Health Title: Salesforce Business Analyst Location: Treehouse Oak Street Health is 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 in medically underserved communities. By providing holistic, comprehensive and integrated care

Manager, Data Engineering

Oak Street Health
Chicago
1 week ago
+32
Description Company: Oak Street Health Title: Manager, Data Engineering Location: Remote Oak Street Health is a rapidly growing company of primary care centers for adults on Medicare in medically-underserved communities where there is little to no quality healthcare. Oak Street's care is based on an entirely new model that is based on value for its patients, not on volume of services. The company is accountable for its patients' health,

Compliance Manager (J.D. Preferred)

Oak Street Health
Chicago
1 week ago
+32
Description Company: Oak Street Health Title: Manager of Compliance Location: Downtown Chicago (or Remote) Oak Street Health is a rapidly growing public company of primary care centers for adults on Medicare in medically-underserved communities where there is little to no quality healthcare. Oak Street's care is based on a unique model that is focused on value for its patients, not on volume of services. The company is accountable for its

Business Systems Analyst Call Center Operations

Oak Street Health
Chicago
1 week ago
+32
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

Talent Acquisition Specialist

Oak Street Health
Chicago
1 week ago
+32
Description Company: Oak Street Health Title: Specialist, Talent Acquisition Location: 30 W. Monroe Chicago, IL 60603 Company Description Oak Street Health is a rapidly growing company of primary care centers for adults on Medicare in medically-underserved communities where there is little to no quality healthcare. Oak Street's care is based on an entirely new model that is based on value for its patients, not on volume of services.

Data Engineer

Oak Street Health
Chicago
1 week ago
+32
Description Company: Oak Street Health Title: Data Engineer Location: Downtown Chicago (30 W. Monroe St.) Oak Street Health is 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 in medically underserved communities. By providing holistic, comprehensive and

Human Resources, Director

Oak Street Health
Chicago
1 week ago
+32
Description Company: Oak Street Health Title: Human Resources Director Company Description Oak Street Health is a rapidly growing company of primary care centers for adults on Medicare in medically-underserved communities where there is little to no quality healthcare. Oak Street's care is based on an entirely new model that is based on value for its patients, not on volume of services. The company is accountable for its patients' health,

Senior Accountant

Oak Street Health
Chicago
2 weeks ago
+32
Description Company: Oak Street Health Title: Senior Accountant Location: 30 W Monroe St. Suite 1200 Chicago, IL 60603 Oak Street Health is 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 in medically underserved communities. By providing holistic,

Product Analyst

Oak Street Health
Chicago
2 weeks ago
+32
Description Company: Oak Street Health Title: Product Analyst Location: Downtown Chicago (30 W. Monroe St.) Oak Street Health is a rapidly growing, innovative company of community-based healthcare centers that provides higher quality health and wellness care that improves outcomes, manage medical costs, and provides an unmatched experience for adults on Medicare in medically underserved communities. By providing holistic, comprehensive

Senior Software Engineer, Backend

Oak Street Health
Chicago
2 weeks ago
Description Company: Oak Street Health Role: Sr Software Engineer Job Posting Title: Sr Software Engineer, Backend Location: Remote 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

Kafka Data Engineer

Oak Street Health
Chicago
2 weeks ago
Description Company: Oak Street Health Title: Data Engineer (Kafka) 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

Product Analyst

Oak Street Health
Remote
2 weeks ago
Description   Company: Oak Street Health   Title: Product Analyst   Location: Downtown Chicago (30 W. Monroe St.)   Oak Street Health is a rapidly growing, innovative company of community-based healthcare centers that provides higher quality health and wellness care that improves outcomes, manage medical costs, and provides an unmatched experience for adults on Medicare in medically underserved communities. By providing holistic,

Associate, Revenue Cycle

Oak Street Health
Chicago
2 weeks ago
Description Company: Oak Street Health Title: Associate, Revenue Cycle Location: Treehouse Oak Street Health is 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 in medically underserved communities. By providing holistic, comprehensive and integrated care right

Data Scientist

Oak Street Health
Chicago
2 weeks ago
Description Company: Oak Street Health Title: Data Scientist Location: Remote Oak Street Health is a network of value-based neighborhood primary care centers throughout the Midwest. Oak Street operates an innovative model that drives patient engagement, improves health outcomes, and manages medical costs for the older adult population. In this virtuous cycle: every dollar saved is another dollar we can reinvest to improve patient care. Our

Sr. Associate, Growth Strategy and Analytics

Oak Street Health
Chicago
2 weeks ago
Description Company: Oak Street Health Title: Sr Associate, Growth Strategy and Analytics Location: Corporate Oak Street Health is 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 in medically underserved communities. By providing holistic, comprehensive and

Associate, Revenue Cycle (Contract)

Oak Street Health
Chicago
2 weeks ago
Description Company: Oak Street Health Title: Associate, Revenue Cycle Location: Treehouse Oak Street Health is 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 in medically underserved communities. By providing holistic, comprehensive and integrated care right

Senior Software Engineer

Oak Street Health
Remote
3 weeks ago
Description   Company: Oak Street Health   Role: Sr Software Engineer   Job Posting Title: Sr Software Engineer, Backend   Location: Remote   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

Senior Director, Internal Audit

Oak Street Health
Chicago
3 weeks ago
Description Company: Oak Street Health Title: Sr Director, Internal Audit Company Description Oak Street Health is a rapidly growing company of primary care centers for adults on Medicare in medically-underserved communities where there is little to no quality healthcare. Oak Street's care is based on an entirely new model that is based on value for its patients, not on volume of services. The company is accountable for its patients' health,

Consulting Program - Summer 2022

Oak Street Health
Chicago
3 weeks ago
Description Company: Oak Street Health Title: Consultant Location: 30 W. Monroe, Chicago IL 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

Sr. Learning Consultant

Oak Street Health
Chicago
3 weeks ago
Description Company: Oak Street Health Title: Senior Associate, Learning Business Partner Location: Downtown Chicago (30 W. Monroe St.) Oak Street Health is 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 in medically underserved communities. By providing

Sr. Associate, Technology Recruiter

Oak Street Health
Chicago
3 weeks ago
Description Company: Oak Street Health Title: Sr. Associate, Technology Recruiter Location: Treehouse Oak Street Health is 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 in medically underserved communities. By providing holistic, comprehensive and

Operations Partner-Expansion

Oak Street Health
Chicago
3 weeks ago
Description Company: Oak Street Health Title: Operations Partner Location: Remote Oak Street Health is 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 in medically underserved communities. By providing holistic, comprehensive and integrated care right in our

Project Manager, Provider Services

Oak Street Health
Chicago
14 hours ago
Description Company: Oak Street Health Title: Project Manager, Provider Services Location: Treehouse 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

Manager, Payer Data

Oak Street Health
Chicago
14 hours ago
Description Company: Oak Street Health Title: Manager, Payer Data Location: Treehouse (30 W. Monroe St. Chicago, IL) Oak Street Health is 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 in medically underserved communities. By providing holistic, comprehensive

Associate, Provider Services

Oak Street Health
Chicago
14 hours ago
Description Company: Oak Street Health Title: Associate, Provider Services Location: Treehouse Oak Street Health is 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 in medically underserved communities. By providing holistic, comprehensive and integrated care