Senior Service Specialist

• Establish and drive a sustainable extraordinary service strategy for Banner Health's customers
• Report program status and initiative progress to leadership
• Align and prioritize patient/member extraordinary service initiatives across the system
• Evaluate patient/member survey data and identify opportunities to improve patient experience
• Analyze patient experience data and trend outcomes to drive continuous quality improvement
• Promote patient/member experience philosophies and behaviors across Banner entities
• Communicate extraordinary service strategies, plans, tools, and ongoing activities to partners
• Facilitate patient experience teams and committees and serve as a subject matter expert
• Support integration of process improvements across the network and community
• Facilitate cross-functional partnerships for experience opportunities, mentorship, provider onboarding improvements, priorities, measures, and milestones
• Influence change at facilities and model company values and extraordinary service standards
• Solve and present solutions to complex problems
• Develop innovative processes or products addressing current and future field issues
• Lead and collaborate with senior leadership across Banner Health
• Provide leadership for extraordinary experience processes and initiatives across operating entities

• Bachelor's Degree in business, healthcare related field or equivalent experience
• At least 3 years of experience providing consulting services in healthcare operational/financial management, quality improvement, risk assessment, change management, and project/standardization work in a large organizational setting
• Outstanding verbal and written communication skills
• Excellent planning, problem-solving, analysis, and research abilities
• Previous healthcare experience preferred
• Additional related education and/or experience preferred

Demonstrates expertise in healthcare operational management, quality improvement, and change management, with a strong focus on enhancing patient experience through data analysis and cross-functional collaboration.

• Healthcare Operational Management
• Quality Improvement
• Change Management
• Patient Experience Analysis
• Consulting Services

• Data Analysis
• Project Management
• Risk Assessment
• Process Improvement
• Standardization Work

• Outstanding Communication Skills
• Problem-Solving Abilities
• Planning Skills
• Research Abilities

• Patient Experience
• Healthcare Consulting
• Operational Management
• Quality Improvement Initiatives
• Cross-Functional Collaboration