Senior Customer Experience Advisor

Primary City/State:

Tucson, Arizona

Department Name:

Customer Experience

Work Shift:

Day

Job Category:

General Operations

Help move health care into the future. At Banner Health we are changing health care to make the experience the best it can be. If that sounds like something you want to be part of, apply today.

As a Senior Customer Experience Advisor, your typical day is connecting and meeting with providers and practices while evaluating data related to Customer Experience survey scores. This role is hybrid requiring some onsite visits with providers area applicants.Having strong knowledge of process improvement, change management experience, and great interpersonal skills and ability to collaborate are needed in this position. Hours are Monday - Friday 8AM-5PM.

Banner Health has been recognized by Becker's Healthcare as one of the 150 top places to work in health care. In addition, we recently made Newsweek's list of America's Greatest Workplaces 2023 for Diversity.

These recognitions reflect Banner Health's investment in team members' professional development, wellness benefits, and continued education. It highlights our commitment to advocating for diversity in the workplace, promoting work-life balance, and boosting employee engagement.

Banner Health Network (BHN) is an accountable care organization that joins Arizona's largest health care provider, Banner Health, and an extensive network of primary care and specialty physicians to provide the most comprehensive healthcare solutions for Maricopa County and parts of Pinal County. Through BHN, known nationally as an innovative leader in new health care models, insurance plans and physicians are coming together to work collaboratively to keep members in optimal health, while reducing costs.

POSITION SUMMARY

This position is responsible for supporting Banner Population Health Service Organization (PHSO) Customer Experience program elements across a variety of customer touchpoints involving providers, payers, and operational settings. As a member of the PHSO Customer Experience team, the Senior PHSO CX Advisor works collaboratively with internal and external stakeholders to identify and prioritize areas of opportunity for improvement. Develops, recommends, educates, and implements best practice tools and processes that align with PHSO initiatives and PHSO customer experience goals and result in a consistently exceptional customer experience.

CORE FUNCTIONS

1. Leverages strong interpersonal skills to quickly develop relationships and influence internal and external stakeholders. Collaborates with teams to develop and maintain a customer-centric culture.

2. Uses customer experience data and insights as well as process improvement methodologies to identify and inform opportunities for improvement. Identifies trends across touchpoints and shares those to drive action with facts that generate results. Partners with internal and external stakeholders to drive an environment of continuous improvement May be responsible for reporting findings, project updates and outcomes, and recommendations to key stakeholders.

3. Partners with internal and external stakeholders to drive consistent use of standard tools and processes that result in an exceptional customer experience and. Proactively identifies risks to successful implementation and consistent use of best practice tools and processes. Recommends and takes timely action to manage risks and develop effective solutions to assure success.

4. Serves as point of contact and subject matter expert for inquiries related to customer experience best practices, tools and processes. Communicates all commitments and related requirements (both verbally and in writing) with applicable internal and external stakeholders as well as leadership.

May be required to lift up to 20 pounds.

Requires significant use of personal computer, phone and general office equipment.

Needs adequate visual acuity, ability to grasp and handle objects.

Needs ability to communicate effectively through reading, writing, and speaking in person or on telephone.

May require off-site travel.

This is not a safety sensitive position.

MINIMUM QUALIFICATIONS

Strong knowledge of healthcare operations customer service principles and practices as normally obtained through the completion of a Bachelor's Degree in business, healthcare, or related field.

Must have and a strong working knowledge of process improvement, customer service, driving a culture, change management and project development as normally demonstrated through five years' relevant experience.

Proven track record of partnering with various stakeholders to achieve desired customer experience outcomes. Must have excellent oral, written and interpersonal communication skills to effectively interact and provide assistance to a diverse group of individuals. Knowledge of process improvement principles and practices. 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. Knowledge of conflict resolution strategies and techniques 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.

PREFERRED QUALIFICATIONS

Experience operationalizing customer service initiatives in a retail setting.

Additional related education and/or experience preferred.

EOE/Female/Minority/Disability/Veterans

Our organization supports a drug-free work environment.

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