Job Information
Banner Health Senior Patient Experience Consultant in Phoenix, Arizona
Primary City/State:
Phoenix, Arizona
Department Name:
Svc Excellence-Corp
Work Shift:
Day
Job Category:
Marketing and Communications
Great careers are built at Banner Health. There’s more to health care than doctors and nurses. We support all staff members as they find the path that’s right for them. Apply today, this could be the perfect opportunity for you.
Becker’s Healthcare recently honored Banner as one of 150 top places to work in health care for 2023, we are proud to offer our team members many career and lifestyle choices throughout our network of facilities. At Banner Health, we’re excited about what the future holds for health care. That’s why we’re changing the industry to make the experience the best it can be. If you’re ready to change lives, we want to hear from you.
This position is remote, but would be preferred to be in the Phoenix area because when in person, we are at the Phoenix Corporate Office. The work schedule is 8 hours, Mon-Fri Preferably 8am-4pm. In this role you will be :
Working one on one with facility/clinic leaders and team members regarding patient experience education and resources.
Leading PX initiatives and strategy and aligning standard practices across the system.
Reviewing CX data and identifying trends and working directly with leaders on improvement plans.
Assisting in managing the PX Banner Connect with the most relevant and recent best practices.
There are monthly trainings and reoccurring meetings that you will either co-lead or lead independently
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.
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 is responsible for Banner Health’s Patient Experience program improvements. Incumbents lead a team of cross-regional counterparts to implement and coordinate efforts, focus support where needed and share best practices. Identifies opportunities for improvement and recommends solutions to achieve and sustain improved Patient Experience goals. Develops strategies and develops tools and processes that lead to positive patient experiences. Works collaboratively within a diverse team of caregivers to successfully plan and execute projects/programs ensuring alignment with the patient experience goal of 100% satisfaction. This role impacts both the awareness and action of leaders at multi markets and organizational level often. Demonstrates ease in ability to influence larger audiences without extra effort. Incumbents are recognized within Banner as possessing knowledge, skills and abilities that allow them to teach, train and influence C-Suite members at any facility.
CORE FUNCTIONS
Partners with leadership to establish a sustainable patient experience program. This includes developing and driving strategies and tactics that achieve system wide outcomes for Banner Health. Regularly reports to executive, leadership and oversight teams on program status and initiative progress. This often includes involving other facilities beyond assigned areas. Routinely recaps findings and shares information and awareness is a simple and concise way with other markets and/or organizational teams.
Adopts a proactive approach to identify risks to project success. Organizes tools and strategies, processes and procedures that can be utilized across the assigned region and that ensure successful outcomes.
Leverages program content, training curriculum and provides on-going education to leadership, providers and caregivers. Applies evidence based knowledge of performance improvement, survey instruments and methodology to work.
Identifies trends that are beyond the market and shares those to drive action with facts that generate results. Tracks Patient Experience data, analyzes trend outcomes and identifies opportunities for improvement. Reports on findings to key stakeholders leading to transparency of project and its outcomes. Ensures awareness for trends that have multiple market and organizational reaching impacts.
Works collaboratively with physician leads, other program managers, project managers, and other leaders to identify and mitigate risks to project success. Facilitates teams for related Patient Experience project work and supports other teams work performed in relation to Patient Experience outcomes.
Leads/facilitates/participates in patient experience teams and committees as assigned. Serves as knowledge, quality and process subject matter expert. Supports the integration of process improvements across network and community. Available for leadership support calls.
Facilitates cross functional teams to identify patient experience, mentorship and provider onboarding improvement strategies, priorities, measures and milestones.
Leads work teams to accomplish defined, standardized, goals. Identify resources and look for process improvement environment. Supports a flexible resource environment by working with peers within facilities and patient experience
Incumbents are expected to consistently solve unique and complex problems and be able to present solutions to those as well as anticipate objectives and persuade others to adopt a different perspective. Decisions are made within general guidelines. Incumbents are expected to develop innovative processes or products that address current and future issues within their field of expertise. Leads and collaborates with senior leadership across Banner Health. Provides leadership for patient experience processes and initiatives of the operating entities across the organization. Prioritize the value of the improvement and be able to appropriately say no and offer other solutions.
MINIMUM QUALIFICATIONS
Must possess a knowledge of business or healthcare as normally obtained through the completion of a bachelor’s degree in business or related field.
Six plus years of related quality/process improvement work experience required. Minimum of three years' in providing consulting services in a large organizational setting required. Outstanding verbal and written communication skills. Excellent planning, problem-solving, analysis and research abilities.
PREFERRED QUALIFICATIONS
Previous healthcare experience preferred.
Additional related education and/or experience preferred.
EOE/Female/Minority/Disability/Veterans (https://www.bannerhealth.com/careers/eeo)
Our organization supports a drug-free work environment.
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