Sr. Extraordinary Service Specialist

Banner Health•Greeley, CO

4d•$31 - $51•Hybrid

About The Position

Health care is constantly changing, and at Banner Health, we are at the front of that change. We are leading health care to make the experience the best it can be. We want to change the lives of those in our care – and the people who choose to take on this challenge. If changing health care for the better sounds like something you want to be part of, we want to hear from you. The Sr. Extraordinary Service Specialist plays a key part in advancing Banner Health's commitment to exceptional service excellence. The position proactively identifies areas for improvement and proposes actionable solutions to achieve and sustain elevated Patient Experience outcomes. By developing innovative strategies, tools, and processes, this role drives the delivery of outstanding care and service to patients, families, members, and customers alike. Additionally, this position champions and models a world-class, service-driven culture across all Banner entities — fostering trust, deepening loyalty, and ensuring that every individual we serve receives the highest standard of care and attention. This position is responsible for assisting in the success of Banner Health’s extraordinary services program improvements. This position identifies opportunities for improvement and recommends solutions to achieve and sustain improved Patient Experience goals. This position develops strategies and develops tools and processes that lead to delivering extraordinary service to patients, families, members and customers. This position is responsible for supporting, driving and modeling a top-tier service-oriented culture across all Banner entities with the overall goal of improving the trust and loyalty of those we serve.

Requirements

Bachelor’s Degree in business, healthcare related field or equivalent experience.
Proficiency level typically attained with 3 years’ experience of providing consulting services in healthcare operational/financial management, quality improvement, risk assessment, change management, and project/standardization work at a large organizational setting required.
Outstanding verbal and written communication skills.
Excellent planning, problem-solving, analysis and research abilities.

Nice To Haves

Previous healthcare experience preferred.
Additional related education and/or experience preferred.

Responsibilities

Conducting on-site visits and observing best practices to providing real-time coaching and guidance to leaders across care settings.
Diving deep into performance data and trends, collaborating on targeted action plans, facilitating meaningful leader development sessions, or partnering closely with operational leaders to uncover and address system-wide challenges.
Serving as a trusted coach and consultant in the field — empowering leaders to implement evidence-based practices, strengthen reliability, and drive lasting, sustainable performance improvement across a diverse range of care environments.
Assisting in the success of Banner Health’s extraordinary services program improvements.
Identifying opportunities for improvement and recommending solutions to achieve and sustain improved Patient Experience goals.
Developing strategies and developing tools and processes that lead to delivering extraordinary service to patients, families, members and customers.
Supporting, driving and modeling a top-tier service-oriented culture across all Banner entities with the overall goal of improving the trust and loyalty of those we serve.
Partnering with leadership to establish a sustainable extraordinary service strategy for Banner Health’s customers, including developing and driving extraordinary strategies and tactics that achieve system wide outcomes.
Regularly reporting to leadership on program status and initiative progress.
Aligning and prioritizing all patient/member extraordinary service initiatives across the system and aligning with team member extraordinary service initiatives to achieve organizational goals and objectives.
Ensuring consistency across the continuum with our organizational approach to improving the internal and external customer experience by delivering extraordinary service.
Collaborating with Banner Health partners to evaluate patient/member survey data related to leader and team member opportunities to improve the patient experience.
Analyzing patient experience data, trend outcomes and identifying opportunities for improvement.
Articulating and demonstrating an expectation for continuous quality improvement utilizing processes.
Promoting patient/member experience philosophies and behaviors across entities.
Working closely with extraordinary services team to ensure tight alignment with system level strategy, plans and tools to enhance the overall patient, member and people experience.
Providing communication to partners around extraordinary service strategy, plans, tools, and ongoing activities that enhance and sustain the service-focused culture.
Facilitating in patient experience teams and committees as assigned.
Serving as Banner’s subject matter expert in delivering extraordinary service to patients, families, members and customers.
Supporting the integration of process improvements across network and community.
Available for leadership support calls.
Facilitating cross functional partnerships to identify extraordinary experience opportunities, mentorship and provider onboarding improvement strategies, priorities, measures and milestones.
Leading by example with high visibility and influencing change at the facility, as well as continually supporting and exhibiting company values and extraordinary service standards.
Identifying and supporting a flexible resource environment by working with Banner Health partners across the system.
Solving and presenting solutions to complex problems.
Anticipating objectives and persuading others to adopt a different perspective.
Developing innovative processes or products that address current and future issues within their field of expertise.
Leading and collaborating with senior leadership across Banner Health.
Providing leadership for extraordinary experience processes and initiatives of the operating entities across the organization.