Job Information
Banner Health Senior Customer Research Consultant in Arizona, Arizona
Primary City/State:
Arizona, Arizona
Department Name:
Customer Loyalty & Perfor-Corp
Work Shift:
Day
Job Category:
Marketing and Communications
Additional Job Description
Great careers are built at Banner Health. There’s more to health care than doctors and nurses. We support all staff members as they find the path that’s right for them. Apply today, this could be the perfect opportunity for you.
Becker’s Healthcare recently honored Banner as one of 150 top places to work in health care for 2023, we are proud to offer our team members many career and lifestyle choices throughout our network of facilities. At Banner Health, we’re excited about what the future holds for health care. That’s why we’re changing the industry to make the experience the best it can be. If you’re ready to change lives, we want to hear from you.
This roles is remote 5/8’s; Mon-Fri; start time between 8am-9am AZ Time; end time between 4pm-5pm. In this position you will:
Meet with vendor on a weekly basis
Review survey results for our regulatory survey programs
Conduct analysis on the survey results as needed for leadership, create reports (e.g., PPTs), and present reports to groups throughout the organization and direct to C-suite leadership
Monthly system-wide report generation and quality assurance reviews
Manage organization of ambulatory and inpatient units to maintain effective operation of the program, update and change as needed
Ensure survey processing is operating as expected on a daily basis and work with internal IT teams, frontline leadership, C-suite leadership, and vendor to adjust and correct for any unexpected issues with processing that arise
Maintain a solid understanding of regulatory survey requirements per CMS guidelines and stay up-to-date on upcoming compliance changes
Work with internal teams to support additional dashboarding for frontline teams
Mentor and lead projects with other team members and cross-functionally with other departments (e.g., IT and frontline care teams)
Your pay and benefits are important components of your journey at Banner Health. This opportunity includes the option to participate in a variety of health, financial, and security benefits.
Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.
POSITION SUMMARY
This position will work closely with business leaders and IT teams to design, implement, and enhance complex customer research programs and strategies that support Banner Health’s goal of improving the customer/patient experience. Responsibilities include advising on and conducting research program design, implementation and data analysis; review of current processes and programs to identify and establish improvements; and configuration and optimization of deliverables (e.g., reports, presentation, etc.). Customer Research Sr Consultants will work with organization leaders to establish critical goals, or other key performance indicators that support improvement initiatives. Successful incumbents will be detail oriented, analytical, and thrive in a multi-tasking environment where they are expected to adjust their priorities on the fly. Customer Research Sr. Consultants will have a customer-first mindset, learn about how to position compelling data-driven insights to leaders, and manage programs to deliver on stakeholder needs.
CORE FUNCTIONS
Works closely with health system leaders, business partners, and internal team members to design, implement, document, and continuously monitor customer research programs and improvement strategies. Incumbents must have expert knowledge of research design and implementation practices and principles. Customer Research Sr. Consultants will be assigned to multiple projects associated with large, complex facilities, and/or groups depending on need, interest, and expertise. Incumbents will provide leadership and mentorship to team members in the areas of research methods, questionnaire design, statistical analysis, and best practices.
Creates and maintains analytical models to help the organization measure and monitor customer experience performance. Must be able to develop structure around desired performance levels, including targets, ranges, and the use of scientific methods to determine when there is meaningful change. Advanced skills using statistical software packages (e.g., SPSS, R, minitab, Stata, SAS) is required. Leads and reviews work of supporting associates or specialists.
Establishes a trusted/strategic advisor relationship with each assigned business stakeholder and serves as an expert resource uncovering and delivering strategic insights. Duties may involve working with stakeholders to resolve research or technical/system inquiries and providing support when analyzing large sets of data. Meets regularly with facility/business entity senior management teams and HR to support communication and promote partnership. Successful incumbents will have an excellent attention to detail, strong communication skills and be a polished presenter.
Develops and delivers management reporting, communications, presentations and training to increase understanding and awareness of research programs and their linkages to other system-wide policies, programs and initiatives. Influences toward desired outcome, presents complex ideas. Ensures program/deliverable reliability by overseeing and performing quality assurance and audit activities. Makes recommendations on large scale audits or changes to data.
This position is responsible for interfacing with system-wide business stakeholders as well as providing team members with analytical guidance as needed. Incumbents are to foresee and resolve customer issues and provide solutions that meet the needs of the organization. Incumbents are to manage resources to resolve conflicting objectives and priorities and to stay within budget guidelines.
Performs all functions according to established policies, procedures, regulatory and accreditation requirements, as well as applicable professional standards. Provides all customers of Banner Health with an excellent service experience by consistently demonstrating our core and leader behaviors each and every day.
NOTE: The core functions are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Specific tasks or responsibilities will be documented as outlined by the incumbent's immediate manager.
SUPERVISORY RESPONSIBILITIES
DIRECTLY REPORTING
May directly supervise professional employees
MATRIX OR INDIRECT REPORTING
None
TYPE OF SUPERVISORY RESPONSIBILITIES
The incumbent may provide supervision for candidate selection, training, individual and team development, mentoring, performance appraisals, work assignments and disciplinary actions.
Banner Health Leadership will strive to uphold the mission, values, and purpose of the organization. They will serve as role models for staff and act in a people-centered, service excellence-focused, and results-oriented manner.
PHYSICAL DEMANDS/ENVIRONMENT FACTORS
OE - Typical Office Environment: (Accountant, Administrative Assistant, Consultant, Program Manager)
Requires extensive sitting with periodic standing and walking.
May be required to lift up to 20 pounds.
Requires significant use of personal computer, phone and general office equipment.
Needs adequate visual acuity, ability to grasp and handle objects.
Needs ability to communicate effectively through reading, writing, and speaking in person or on telephone.
May require off-site travel.
Not a safety sensitive position.
MINIMUM QUALIFICATIONS
Must possess a strong knowledge of research design and performance analysis as typically obtained through the completion of a bachelor's degree in Marketing, Marketing Research, Sociology, Psychology, Economics, Business Management, Mathematics, or other related field of study.
Requires experience typically obtained by five plus years working with quantitative or qualitative research programs.
Advanced skills using statistical software packages (e.g. SPSS, R, minitab, Stata, SAS) are required.
Ability to collaborate with teams across the organization while also being able to work independently and as a self-starter.
Must have significant knowledge of cross functional departments in order to serve as a liaison and provide relevant guidance or leadership as well as have strong project management skills.
Must demonstrate general knowledge of research process and healthcare, including questionnaire design and analytical techniques.
Requires communication and presentation skills to engage a diverse audience. Incumbent will have skills to mentor less experienced team members.
PREFERRED QUALIFICATIONS
A master’s degree in a relevant field is preferred.
Expert in research design and implementation practices and principles.
Expert knowledge of statistical software packages (e.g. SPSS, R, minitab, Stata, SAS).
Additional related education and/or experience preferred.
DATE APPROVED 10/20/2019
EOE/Female/Minority/Disability/Veterans (https://www.bannerhealth.com/careers/eeo)
Our organization supports a drug-free work environment.
Privacy Policy (https://www.bannerhealth.com/about/legal-notices/privacy)
EOE/Female/Minority/Disability/Veterans
Banner Health supports a drug-free work environment.
Banner Health complies with applicable federal and state laws and does not discriminate based on race, color, national origin, religion, sex, sexual orientation, gender identity or expression, age, or disability