Patient Experience Operations Support Program Manager

Banner Health•Tucson, AZ

About The Position

The Operations Support Program Manager for Patient Experience advances Banner Health’s commitment to service excellence by identifying improvement opportunities and recommending solutions to improve and sustain patient experience outcomes. The role develops strategies, tools, and processes that support outstanding care and service for patients, families, members, and customers, and promotes a service-driven culture across Banner entities. This position acts as a coach and consultant to leaders, helping them implement evidence-based practices, strengthen reliability, and achieve sustainable performance improvement across care environments. Work includes on-site patient visits, observing practices, providing real-time coaching to leaders, analyzing performance data and trends, developing targeted action plans, facilitating leader development, and partnering with operational leaders to address system-wide challenges. The role must translate data into operational strategies and present findings and recommendations to staff and leadership at all levels. The position prioritizes workload, develops best practices, and implements them across Banner Health. It supports work that improves the usability and understanding of tools and processes to enhance the end-user and patient experience. It designs and coordinates operational and process improvements, evaluates clinical, financial, and operational performance, monitors sustained results, builds stakeholder partnerships, develops programs and goals, applies external best practices, supports standardization and appropriate localization, and communicates strategic information across the organization. The role contributes to system strategies and clinical and operational initiatives, with work reportable to Care Management and System Leadership. Customers are primarily internal.

Requirements

Bachelor’s degree in business, a healthcare-related field, or equivalent experience.
Typically 3–5+ years of experience in healthcare operational or financial management, quality improvement, risk assessment, change management, and project or standardization work across multiple facilities.
Ability to create and communicate clear, detailed program plans to internal and external stakeholders, align resources, and motivate multidisciplinary teams to achieve goals and build partnership-style relationships.
Demonstrated technical, organizational, project management, and negotiation capabilities.
Self-starter with strong ability to implement and execute.
Ability to balance strategic priorities with day-to-day delivery details and connect project needs with internal resources to prioritize workload.
Ability to translate data into actionable operational strategies and present information and recommendations to staff and leadership at all levels.
Compassion and empathy, accountability, and a strong desire to improve the lives of patients, caregivers, and families.

Nice To Haves

Master’s degree in business or a healthcare-related field.
Additional related education and/or experience.
Proven experience navigating healthcare survey platforms.

Responsibilities

Identify opportunities to improve patient experience and recommend solutions that achieve and sustain improved outcomes.
Conduct on-site patient visits, observe best practices, and provide real-time coaching and guidance to leaders across care settings.
Analyze performance data and trends, translate findings into actionable operational strategies, and present data and recommendations to staff and leaders.
Develop targeted action plans, facilitate leader development sessions, and partner with operational leaders to address system-wide challenges.
Design operational and process improvement work addressing clinical and operational performance and patient safety at system, regional, and facility levels; provide conclusions and recommendations to company leadership.
Analyze clinical outcomes and financial and operational performance related to improvements and new services; support operating and capital budget compliance and financial performance.
Coordinate and oversee implementation of improvements with leadership, facility administration, and the RN community.
Design systems to monitor improvements and ensure that performance is sustained and effective.
Build relationships with internal and external stakeholders and organizations; develop partnerships, coordinate activities, review work, exchange information, and resolve integration-program issues.
Develop and implement programs and short- and long-range goals and objectives, determine how to achieve them, and review reports to assess progress.
Identify external best practices and apply them internally where appropriate; drive company-wide standardization and oversee appropriate localization.
Develop and incorporate efficient, standardized, best-practice communication methods to share strategic messaging and other pertinent information.
Support system strategies and initiatives, develop direction and vision for clinical and operational initiatives, and promote teamwork and collaboration in developing system-wide standards and targets.