Senior Patient Experience Advisor

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.

In this role you will work in training and education with frontline team members as well as leaders within clinics and facilities. Your previous experience in a training environment, and ability to be comfortable with public speaking and communication, with strong power point skills is a major asset. This hybrid position is 40 hours, 8 hours, Mon-Fri Preferably 8am-4pm, with preference to candidates in the greater Phoenix area.

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 and People Experience program improvements across a variety of settings and locations. Incumbents will join a team of cross-regional counterparts to implement and coordinate efforts, focus support where needed and share best practices.

Identifies and prioritizes areas of opportunity for improvement while partnering with key stakeholders. Recommends solutions to achieve and sustain improved behaviors and routines that impact Patient and/or People Experience goals. Develops strategies, tools and processes that lead to positive patient experiences. Works collaboratively within a diverse team of leaders and staff to successfully plan and execute projects/programs ensuring alignment with System patient experience goals.

CORE FUNCTIONS

1.Leverages strong interpersonal skills to quickly develop relationships and influence key stakeholders. Collaborates with all levels of leaders and staff members to develop and maintain a values-based culture.

2.Works collaboratively to develop strategies that align with system initiatives to improve the patient and people experience.

3.Monitors Patient Experience data, analyzes trend outcomes and identifies opportunities for improvement. May be responsible for reporting on findings to key stakeholders in partnership with the Customer Experience Strategy & Insights team, leading to transparency of projects and outcomes.

Ensures awareness for trends that have Market reaching impacts. Applies evidence-based knowledge of performance improvement, survey instruments and methodology to work in alignment with system initiatives.

4.Partners with leadership to establish sustainable behaviors and routines that impact the patient and people experience 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. Routinely recaps these findings and shares the awareness and information in a simple concise way across other facility and market teams.

5.Adopts a proactive approach to identify risks to project success. Recommends and takes timely action to manage project risks and develop effective solutions to ensure the successful implementation and completion of project within deadlines. Leverages this approach broadly across facilities and in the broader market.

6.Serves as point of contact and responds to patient experience inquiries related to behaviors and routines that impact measures, and system initiatives. Communicates all requirements and commitments (both verbally and in writing) for each project with department and facility leadership. Identifies trends that are beyond the facility and shares those to drive action with facts that generate results.

7.Serves as knowledge, quality and process subject matter expert for patient experience teams and improvement or accountability activities. Supports the integration of process improvements across diverse locations and care settings.

8.Partners with key leaders and work teams to accomplish defined, standardized goals. Works to identify resources and tools that develop an environment of continuous improvement. Serves as a flexible resource for the system by partnering with Patient Experience peers in a variety of care settings or facilities, and continuing the evolution of Patient Experience into a leader led culture at Banner.

9.Assignments are more complex in nature as more in-depth knowledge is needed. Incumbents are able to develop new perspectives using existing knowledge of best practices.

Decisions are made within policies and past precedents. Leads and collaborates with senior leadership across Banner Health. Provides leadership for patient experience processes and initiatives of the operating entities across the organization. Prioritizes the value of the improvement and be able to appropriately assign resources, including time and support, or offer other solutions.

MINIMUM QUALIFICATIONS

Must possess a knowledge of business or management, communication, healthcare as normally obtained through the completion of a bachelor's degree in business, communication, management or related field

Two to three years' previous experience required. Able to interact tactfully and patiently with a variety of individuals.

Requires excellent attention to detail, commitment to follow through, ability to work independently with general oversight, and respect for established deadlines. Sound skills in verbal and written communications are necessary. Must demonstrate the ability to confidently provide feedback to personnel of all levels throughout the organization.

Strong presentation skills, such as public speaking, including the creation of teaching resources that integrate Banner values and best practices. Leverages program content, training curriculum and provides on-going education to leadership, providers and caregivers.

Strong spreadsheet and relational database skills, with ability to write, run and organize queries and reports. Requires the ability to analyze data and identify pertinent information and trends through the use of graphic illustration. Able to access meaningful information in literature and internet searches.

PREFERRED QUALIFICATIONS

Previous healthcare experience preferred.

Additional related education and/or experience preferred.

EOE/Female/Minority/Disability/Veterans

Our organization supports a drug-free work environment.

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