OSF OnCall, the digital and virtual care division of OSF HealthCare, has been recognized for its Outstanding Contact Center Culture, with the award set to be presented at Healthcare Call and Contact Center’s 35th Annual Conference in Atlanta from June 3-5.
The recognition highlights the importance of workplace culture in healthcare contact centers, emphasizing how a positive environment can enhance both employee engagement and patient care outcomes.
According to OSF HealthCare, the OSF OnCall Contact Center serves patients and care teams across its entire ministry. The organization reports that it has built a culture focused on compassion, collaboration, and continuous learning. This approach is said to have led to measurable improvements: an annual confidential employee engagement survey found that the Digital Experience division earned an engagement score of 4.5, with 61% of respondents classified as highly engaged—above both OSF’s average and national healthcare averages.
The company said these engagement levels have contributed directly to better patient experiences. After launching an emotional intelligence training program in 2024, call quality scores reportedly increased by more than 15% within six months. Net promoter scores also improved by an average of +14.66 points compared to the previous year. Patient feedback has consistently highlighted empathy, reassurance, and clear communication from staff.
Recruitment and retention metrics have also improved significantly; staffing grew by 44% between fiscal years 2023 and 2025 while turnover dropped from 31.6% to just over ten percent—a nearly seventy percent reduction over two years. The center previously received national recognition for innovative virtual care through awards such as the ICMI Global Contact Center Award for Best Strategic Value to the Organization in 2023.
A key factor cited by OSF HealthCare is its Digital Experience Division Unit Practice Council, which empowers employees at all levels through initiatives like division-wide engagement activities and community outreach programs such as 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 at Healthcare Contact Center Times said.
For OSF OnCall leadership, this recognition affirms their belief that workplace culture is not just an internal focus but a strategic driver of performance.
