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

Business Systems Analyst Call Center Operations at Oak Street Health

| Chicago
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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, Clinical Call Center (C3) Operations reports to the Manager, Clinical Call Center Operations, and is responsible for collaborating closely with C3 leadership as well as key business and technical stakeholders to analyze data reporting surrounding the workflow and call efficiencies within the clinical call center.

The associate will utilize the Greenway EMR system, Canopy and our current telephony platform to assist with identifying deficiencies and trends within call center workflows and processes. The support of the analyst will help to drive improvements that will enable the call center team to develop and achieve optimal scheduling processes and provide an unmatched patient experience. The improvements will help with delivering strategic business objectives to align with our OSH partners. They will be the subject matter expert on Greenway and Canopy utilization in the call center and all other integrated technologies that impact the customer experience, such as contact routing, soft phone, inbound dialer, etc.

Core Responsibilities:

  • Support the Clinical Call Center Operations leadership and key stakeholders in analyzing and identifying workflow and process inefficiencies within the call center and all integrated technologies, which includes:
    • Analyze and identify reported issues, create and monitor quantitative variables to identify preliminary root causes
    • Collaborate with OSH partners to conduct root cause discovery of non call center related issues
    • Aligning with call center leaders and senior operational partners to create and implement appropriate next step plans to ensure proper issue resolution
  • Partners with the clinical call center manager and other call center leaders to identify and discuss call center staff inaccuracies
  • Assist with identifying trends that would support additional training and development opportunities for call center staff
  • Prepare reports and supporting documentation for weekly review meetings
  • Review and maintain system-related documentation, including application SOPs
  • Other duties as assigned

What are we looking for?

  • Extensive experience with contact center technology platforms such as: EMR, Inbound IVR Dialers, Soft Phone, etc.
  • Strong detail-orientation, ability to manage a root-cause analysis issue resolution process which involves organizing and prioritizing issues submitted, investigating when appropriate to identify root causes, and escalating complex issues when appropriate to leadership
  • 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 aculture 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
  • Experience working within a healthcare setting preferred (hospital, physician practice)
  • 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.
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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
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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

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