"Alerted.org

Primary City/State:

Phoenix, Arizona

Department Name:

Community Delivery Admin-Corp

Work Shift:

Day

Job Category:

Nursing

A network with resources for leaders with vision. Our leaders are at the front of the health care transformation, planning the future of Banner Health. If changing health care for the better sounds like something you want to be part of, we want to hear from you.

Your pay and benefits are important components of your journey at Banner Health. This opportunity includes the option to participate in a variety of health, financial, and security benefits. In addition, this position may be eligible for our Management Incentive Program as part of your Total Rewards package.

Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.

POSITION SUMMARY

This position has overall accountability for designing and implementing the customer, member, patient and family experience and survey experience strategy for the Banner Health system, providing leadership, direction, and administration of operations ensuring that services provided at all levels of the organization exceed the expectation of our customers. This role is accountable for building and sustaining an innovative and reliable infrastructure for customer, member, patient and family experience strategy, including survey methodology design and integration of the ecosystem of digital engagement products and programs specific to every business segment, and necessary programs to equip leaders and team members to provide an extraordinary experience. This position is responsible for developing, implementing, driving, supporting and modeling a top-tier service-oriented culture across all Banner entities with the overall goal of improving the trust and loyalty of those we serve.

CORE FUNCTIONS

1. Functions as Banner’s subject matter expert in delivering extraordinary service to patients, families, members and customers. Partners with executive leaders to design and implement system-wide extraordinary service strategy and tactics to achieve Banner’s strategic goal to be a top decile performer by 2034. Directs and leads the patient/member experience strategy by listening to the voice of our internal/external customers and then develops plans to maximize loyalty and expand the customer base. Aligns and prioritizes all patient/member experience initiatives across the system and aligns with team member experience initiatives to achieve organizational goals and objectives. Ensures consistency across the continuum with our organizational approach to improving the internal and external customer experience

2. Responsible consultant with Banner corporate teams and select extraordinary experience vendor(s) for the development and diffusion of customer, member, patient and family experience strategy into all aspects of Banner services and turning data into strategy to drive a consistent extraordinary service level that sustains Banner in the top decile nationally by and beyond 2034. This includes development, design and delivery of tools and plans as well as leadership, guidance and development for staff, articulating and demonstrating expectation for delivering extraordinary service.

3. Fosters a high level of collaboration within a highly matrixed environment to actively assist in driving culture change. Champions, models, and promotes patient/member experience philosophies and behaviors across entities. Works very closely with direct report team to ensure tight alignment with system level strategy, plans and tools to enhance the overall patient, member and people experience. Provide necessary tools to ensure consistent communication to entity leadership around extraordinary service strategy, plans, tools, and ongoing activities that enhance and sustain the service-focused culture.

4. Collaborates with Banner leadership to evaluate patient/member survey data related to leader and team member opportunities to improve the patient experience. Identifies and implements opportunities for improvement that enhance the extraordinary service patient experience skills of all Banner employees. Directs and provides oversight regarding the extraordinary service culture and plans that are tightly aligned with the system. Leads by example with high visibility across all levels of entities supported and influences change at the facility and entity levels.

5. Provides leadership, supervision, guidance and development for team members, articulating and demonstrating an expectation for continuous improvement, as well as continually supporting and exhibiting company values and extraordinary service standards. Identifies and provides growth opportunities for team members. Selects and develops well-trained and effective team, ensuring the achievement of goals and objectives through effective leadership. Articulates and demonstrates an expectation for continuous quality improvement utilizing processes that include consideration of all stakeholders. Fosters an environment that focuses on highly reliable processes and outcomes. Leads multi-functional design and implementation teams in optimizing use extraordinary service for patient/member experience strategy resources and operational processes to ensure balance of functionality with operations and alignment to Banner’s overall strategy.

6. Provides system-wide management for the function of Extraordinary Service for the organization, for patient, family, member and team member benefit. Partners with senior leadership of the system, region and operational business units, including but not limited to Banner plans and networks, revenue cycle, ambulatory, clinics, acute care delivery, post-acute, home health, and hospice. Interacts with all levels of the organization; provides guidance and consultation to leaders. Internal customers range from executive staff to point of service providers. External customers are patients, family members, team members, medical staff, plans and networks members, payers, the community-at-large, and applicable regulatory agencies.

MINIMUM QUALIFICATIONS

Expert-level working knowledge of principles, practices, and operations as normally obtained through the completion of a Bachelor’s Degree in Health Care Administration, Human Resources, Organizational Development, or related field and a minimum of seven years of progressively responsible experience in health care, human resources or a related area, including a minimum of two years management level experience within a healthcare system setting or large multi-operational, complex corporate environment.

Experience implementing high quality services and programs in a healthcare environment. Proven track record of partnering with staff to achieve desired patient and customer experience outcomes. Must have excellent oral, written and interpersonal communication skills to effectively interact and provide assistance to a diverse group of individuals. Advanced knowledge of process improvement principles and practices. Knowledge of conflict resolution strategies and techniques.

Must have a working knowledge of personal software packages. Must have the ability to organize, prioritize and multi-task workload in a fast-paced environment. Proficient use of written language in composing a variety of presentations, policies, procedures, and other applicable communication pieces. Skilled in solving problems in order to facilitate the communication network between patient and hospital.

Skilled in maintaining composure and professional demeanor in difficult and stressful situations. Skilled in effectively handling multiple conflicting assignments, demands, and priorities with great attention to detail; coaching non direct report employees. Executive presence and ability to partner with leadership teams to drive results by setting and pursuing aggressive goals that demonstrate a strong commitment to organizational success; effectively working with leadership team to allocate resources in order to accomplish projects; and quickly assessing and assimilating organizational and industry financial dynamics in order to act with speed. Proven track record of driving successful performance outcomes and accomplishing organizational goals.

Must demonstrate skills and business acumen through direct leadership experiences such as: Anticipating and responding to the needs of internal and external customers; managing a budget and financial plans; building partnerships with management, staff, and stakeholders to achieve department goals and objectives; managing problems and situations where uncertainty is inherent; ability to analyze and interpret data; persuading others to adopt a particular stance on an issue; developing and evaluating best practices and emerging trends for organizational applicability and appropriateness; constructing new and innovative solutions for complex and varying problems and situations while considering the larger perspective or context; mentoring and coaching staff by providing open and honest feedback to enhance performance; developing and implementing strategic goals and initiatives that support organizational success; demonstrating excellent human relations, organizational and communication skills; demonstrating a passion about continuously improving and providing high quality care and service excellence to customers, patients, families, employees and/or physicians.

PREFERRED QUALIFICATIONS

Master’s degree preferred with applicable certifications in health care administration, human resources or organizational development that demonstrate proficiency.

Subject matter expertise in patient and family experience, survey methodologies, platforms, and/or programmatic content development and delivery with proven results.

Prior patient and family experience or service excellence leadership, with proven results.

Additional related education and/or experience preferred.

EEO Statement:

EEO/Disabled/Veterans (https://www.bannerhealth.com/careers/eeo)

Our organization supports a drug-free work environment.

Privacy Policy:

Privacy Policy (https://www.bannerhealth.com/about/legal-notices/privacy)

EOE/Female/Minority/Disability/Veterans

Banner Health supports a drug-free work environment.

Banner Health complies with applicable federal and state laws and does not discriminate based on race, color, national origin, religion, sex, sexual orientation, gender identity or expression, age, or disability