OSF OnCall, the digital and virtual care division of OSF HealthCare, has been recognized for Outstanding Contact Center Culture, honoring its commitment to a positive, empowering, and inclusive workplace where team members thrive and patient care is enhanced. The award will be presented at Healthcare Call and Contact Center’s 35th Annual Conference, June 3-5, 2026 in Atlanta, Georgia.  
 

Serving patients and care teams across the entire OSF HealthCare Ministry, the OSF OnCall Contact Center has built a culture grounded in compassion, collaboration and continuous learning and it is a culture that is producing measurable results.

An annual confidential employee engagement survey shows the Digital Experience division, which includes the contact center, earned an engagement score of 4.5, with 61% of respondents classified as highly engaged — 0.41 points above the OSF average and 0.51 points above the national health care employee average.

That engagement translates directly into patient experience. Following the launch of an emotional intelligence training program in 2024, call quality scores increased by more than 15% within six months, and net promoter scores improved by an average of +14.66 points compared to the previous year. Patient feedback consistently highlights empathy, reassurance and clear communication.

The contact center’s culture has also driven dramatic improvements in recruitment and retention. Staffing grew by 44% from fiscal year 2023 to fiscal year 2025, while turnover dropped from 31.6% to 10.1% — nearly a 70% reduction over two years.

The OSF OnCall Contact Center has received national recognition for its innovative virtual care, including the 2023 ICMI Global Contact Center Award for Best Strategic Value to the Organization. 

A key differentiator has been the creation of the Digital Experience Division Unit Practice Council, empowering Mission Partners at all levels to lead initiatives, strengthen communication and shape their work environment. The council has launched division-wide engagement activities, recognition programs and community outreach efforts, including an Angel Tree campaign benefiting children and families.

“The Best Contact Center Culture Award recognizes organizations that demonstrate exceptional employee engagement, leadership support, inclusivity and measurable business impact. OSF OnCall has shown it is excelling in all these important areas that contribute to a culture where employees want to work and patients are well served.”-Jessica Levco, Writer & Event Strategist, Healthcare Contact Center Times

For OSF OnCall, the recognition affirms that culture is not simply an internal priority — it is a strategic driver of performance, patient loyalty and long-term sustainability.

OSF HealthCare is introducing a new way for patients to connect. My OSF is a smart phone app that offers a single place to access OSF resources. It makes it easy to find urgent care, access OSF MyChart, navigate OSF locations, pay bills and more. My OSF empowers patients with instant access to everything they need to manage their health.  

A key feature is wayfinding to help patients navigate from their home or office to the parking lot to their medical destination. Then, it offers step-by-step directions once inside and includes floor maps to help navigate what can sometimes be dauntingly large facilities. *(Currently available at the OSF HealthCare Cancer Institute in Peoria with more locations are coming soon!)

Here are the many features within My OSF:

• Find a provider
• Find an OSF HealthCare location near you and get directions
• Get wait times for urgent care locations
• Start an OSF OnCall Urgent Care virtual visit
• Schedule an appointment 
• Access OSF MyChart
• Pay a bill
• Access Clare, our 24/7 virtual health assistant, who helps patients manage symptoms and connect to a nurse anytime, anywhere.
  Discover career opportunities
• Find useful health and wellness information
• Navigate locations within large medical facilities, starting with the OSF HealthCare Cancer Institute in Peoria with additional locations being added

The My OSF app also allows users to save the most often visited features on the app as a favorite. The app is available for all smartphones to download from any app store.