Senior Customer Experience Advisor-Health Plan

Primary City/State:

Department Name:

Work Shift:

Job Category:

As an essential member of the PHSO Customer Experience (CX) team, the Senior Customer Experience (CX) Advisor is responsible for working with providers and practice teams to educate on, identify opportunities to improve, and support the implementation of processes and tools proven to improve the customer experience. The ideal candidate is customer-centric, has excellent communication skills, builds collaborative, trusting relationships, and demonstrates the ability to effectively drive process improvements resulting in an exceptional customer experience.

Becoming a member of the PHSO CX team affords the opportunity for career growth as well as working in a fun, collaborative, energetic, and innovative team. Our leaders offer continuous learning and growth.

This position is based in Tucson and will work remotely.

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.

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.