Director Service Optimization

Banner Health•Phoenix, AZ

5d•$50 - $84•Remote

About The Position

This role thrives on independence and self-leadership. Team members are empowered with significant responsibility, autonomy, and freedom to manage their work and make impactful decisions. The department operates in close collaboration with senior leaders across the organization, fostering a culture of trust, accountability, and strategic partnership. The Director supports improvement efforts across all four Revenue Cycle teams and maintains direct, ongoing engagement with Access leadership — making cross-functional relationship-building a cornerstone of success in this role. POSITION SUMMARY This position is a high-level strategic leader responsible for creating exceptional experiences across customer service and operational support processes. This role optimizes service experiences by combining operational subject matter expertise with process innovation and technology implementation. This position leads a team of high-level consultants, problem solvers, data analysts, and super users of key technology solutions. This position leads the vision, prioritization, execution, and continuous evolution of innovation, technology, and processes across customer service and revenue cycle. This position must be an expert at the technologies used to deliver exceptional experiences and be deeply familiar with the databases and data flows that make those experiences possible. This position leads cross functional teams of leaders in IT, HR, Marketing, finance, and operations to execute their vision of service optimization. They lead and participate in governance, communicating and aligning with executive leadership, and work as one team.

Requirements

Must possess strong technical and business knowledge as typically obtained through completion of a Bachelor’s degree in Business, Technology, Engineering, or a related field and at least seven to ten years of experience in the customer or operations technology field.
Strong experience in managing technical products, using databases, customer relationship management data, email/text automation, or electronic health record systems is a must.
Must possess excellent communication skills and the ability to translate technical concepts into digestible terms for business and leader consumption.
Must be comfortable with public speaking in front of large audiences.
Must demonstrate the ability to deal effectively with conflict and manage relations that balance system needs and entity priorities.
Ability to develop a clear, realistic, and actionable vision, as well as provide results-oriented strategic and systems leadership, and ability to effectively and credibly interact with and influence internal and external contacts.
Excellent problem solving, analytical skills; detail oriented with the ability to oversee projects from origin through execution.

Nice To Haves

Master’s degree in Business, Technology, Engineering, or a related field.
Advanced analytic capabilities using SQL or other query language is a plus.
Ability to manage large data sets in platforms such as Business Objects, Teradata, Tableau, or other tools is a plus.
Certifications in platforms such as Salesforce highly desired.
Other certifications in business processes such as Lean, Six Sigma, Scrum, or Agile is a plus.
Additional related education and/or experience preferred.

Responsibilities

Active participation in high-priority strategic initiatives such as System Access, Patient Financial Experience, and Customer Experience
Leading and contributing to cross-functional work groups that include Directors, Senior Directors, and Vice Presidents across Revenue Cycle, Operations, and Corporate functions
Driving improvement projects from concept through execution with minimal direction
Engaging with key organizational stakeholders to align priorities, remove barriers, and communicate progress
Balancing strategic thinking with hands-on execution across multiple concurrent initiatives
Leads and mentors a multidisciplinary team of high-performing subject matter experts, including consultants, analysts, and technology super users. Provides strategic direction, clears blockers, solves problems, teaches and guides their team through the scenarios they might face. Foster a one team environment by creating a culture of innovation, accountability, and high reliability in service delivery. Will intake new project request and manage the workload of team members.
Drives service optimization initiatives through process improvement, automation, and streamline workflows to reduce costs and eliminate non-value-added tasks. Facilitates customer experience expectations between business stakeholders, executive leadership, and technical partners. Maintain communication with business stakeholders across Revenue Cycle, service lines, call center, and operations such as hospital services, BMG, BUMG, MD Anderson, Banner Imaging, Banner Physical Therapy, Banner Urgent Care, etc. Work with technical partners such as IT, data warehouse and infrastructure teams to ensure that applications meet all needs and that resources are aligned.
Owns the vision and execution of a complex operational roadmap of upcoming features and enhancements. Must work with all stakeholders in order to prioritize and forecast work to meet all needs. Oversees the allocation of resources to ensure that the work is completed in the right sequence. Ensures solutions are scalable, consistent, and aligned with the needs of Sofia and other key personas.
Leverage existing knowledge and experience to serve as a strategic liaison between business and technical teams, holding both accountable for the various technologies, including the build and maintenance of new and existing platforms as well as data governance, architecture, security, data synchronization, refresh cycles and analytic definitions. Partners with leaders in IT, HR, Finance, and Operations to align technology deployment with service optimization goals and ensure seamless execution of outlined strategies.
Provides subject matter expertise in-service optimization data sets and databases. Serves as business owner over proper flow of data between tools such as CRMs, EHRs, online scheduling, provider data management, financial and revenue systems, various health plan resources, and self-service tools. Can pull, analyze, manipulate, and troubleshoot data from multiple sources and systems. Oversees data integration and flow to ensure accurate, secure, and actionable insights.
Establishes and enforces standards, policies, procedures, application use and end-to-end process documentation. Ensures implementation, storage, maintenance, and adherence to department and company standards as well as compliance with regulatory requirements.
Oversees the preparation of business cases and proposals for new technologies and process improvements. Reviews technical documentation to ensure alignment with business requirements, data integrity, and long-term sustainability. Identifies, investigates, tracks, and resolves complex project deliverables ensuring the solution is timely and of acceptable quality. Collaborates with key stakeholders to design, develop and implement scorecards and dashboards metrics to monitor ongoing progress.