Senior Customer Design & Technology Consultant

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.

This role offers a dynamic blend of independent work and collaborative teamwork within a high-performing, close-knit department. Team members enjoy significant responsibility, autonomy, and freedom while also working in close coordination with their leader and colleagues to achieve shared goals.

The team consists of 14 professionals spanning a range of roles, including:

• Consultants
• Senior Consultants
• Program Directors
• Directors

The department supports improvement efforts across all four Revenue Cycle teams and maintains direct engagement with Access leadership, creating a broad and highly visible scope of influence across the organization.

This is a fast-paced, varied role where no two days are identical. A typical day may include:

• Managing complex, multi-faceted projects from initiation through completion
• Developing and delivering compelling presentations for leadership audiences at all levels
• Shadowing operational teams to observe and document current-state processes firsthand
• Researching industry best practices to inform recommendations and solutions
• Collaborating with cross-functional system resources, including IT, data, and analytics teams, to drive objectives forward
• Interfacing with all levels of leadership — from front-line managers to senior executives — requiring strong communication and relationship-building skills
• Coordinating closely with team members and leadership to align priorities and ensure project momentum
  Location: Remote- – M-F 8-5

POSITION SUMMARY

This position is a high-level strategic contributor that serves as the super user, designer, problem solver, and evangelist of key customer experience technology products. Acts independently or as a leader of a team to design, redesign and implement customer-obsessed processes and digital products that will transform the way Banner does business today and in the future. This position must be an expert at the technologies used to deliver those experiences and be deeply familiar with the databases and data flows that make those experiences possible. This position leads cross functional teams that dictate how, when, and where technologies are used.

CORE FUNCTIONS

1. Serves as the primary liaison between business and technical partners. Maintain relationships with leaders and stakeholders across multiple departments, including customer experience channels, clinic operations, hospital operations, service line leaders, digital business, IT, data warehouse, and Human Resources. Will intake and prioritize requirements from all stakeholders and communicate appropriately.

2. Translates and documents customer needs into actionable designs and business requirements. Understands root cause issues with current operational processes and develops new processes and scalable technical solutions that lead to reliable positive outcomes. Defines, documents, and designs required changes to resolve system and process deficiencies. Completes discovery and analysis on current state processes in the customer experience process to document gaps and opportunities for improvement. This is done through observation, interviews, process mapping, customer journey diagrams, data flows, and other tools. 

3. Designs workflows and operational processes that deliver the best experience while reducing costs, unnecessary work, and manual intervention. Designs must be highly reliable, scalable, and able to handle disruptions and variability in both volume and complexity.

4. Conducts technical product analysis and reviews what the currently owned technology is doing, what it could do, and identify what gaps may be present in the current technology stack. Will conduct research on products and technologies in the market that may better solve the problem.

5. 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.

6. Translates and documents designs into actionable business requirements. Understands root cause issues with current operational processes and develops new processes and scalable technical solutions that lead to reliable positive outcomes. Defines, documents, and designs required changes to resolve system and process deficiencies. Maps user and customer experiences and requirements back to the external inputs to confirm fit with desired scope and preferences of our customers.

EEO/Disabled/Veterans

Our organization supports a drug-free work environment.

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