Director Service Optimization
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Job Description
Director optimizing customer service and revenue-cycle technology at Banner Health. Leading teams, data integration, process innovation, and operational roadmaps.
Responsibilities:
- Lead improvement efforts across all four Revenue Cycle teams
- Maintain direct, ongoing engagement with Access leadership
- Participate in high-priority strategic initiatives including System Access, Patient Financial Experience, and Customer Experience
- Lead and contribute to cross-functional work groups with Directors, Senior Directors, and Vice Presidents
- Drive improvement projects from concept through execution with minimal direction
- Engage organizational stakeholders to align priorities, remove barriers, and communicate progress
- Lead and mentor a multidisciplinary team of consultants, analysts, and technology super users
- Provide strategic direction, clear blockers, solve problems, and guide the team
- Intake new project requests and manage team workload
- Drive service optimization through process improvement, automation, and streamlined workflows
- Facilitate customer experience expectations between business stakeholders, executive leadership, and technical partners
- Coordinate with Revenue Cycle, service lines, call center, operations, IT, data warehouse, and infrastructure teams
- Own the vision and execution of the operational roadmap for features and enhancements
- Prioritize and forecast work and oversee resource allocation
- Ensure solutions are scalable, consistent, and aligned with key personas
- Serve as strategic liaison between business and technical teams
- Oversee platform builds and maintenance, data governance, architecture, security, synchronization, refresh cycles, and analytic definitions
- Provide subject matter expertise in service optimization datasets and databases
- Own proper data flow between CRMs, EHRs, online scheduling, provider data management, financial and revenue systems, health plan resources, and self-service tools
- Pull, analyze, manipulate, and troubleshoot data from multiple sources
- Oversee data integration and flow for accurate, secure, actionable insights
- Establish and enforce standards, policies, procedures, application use, and end-to-end process documentation
- Ensure compliance with department, company, and regulatory requirements
- Oversee business cases and proposals for technologies and process improvements
- Review technical documentation for business alignment, data integrity, and sustainability
- Identify, investigate, track, and resolve complex project deliverables
- Collaborate on scorecards and dashboards to monitor progress
- Participate in governance and align with executive leadership
Requirements:
- Bachelor’s degree in Business, Technology, Engineering, or a related field
- At least seven to ten years of experience in the customer or operations technology field
- Strong experience managing technical products
- Experience using databases, customer relationship management data, email/text automation, or electronic health record systems
- Excellent communication skills
- Ability to translate technical concepts into digestible terms for business and leader consumption
- Comfort with public speaking in front of large audiences
- Ability to deal effectively with conflict and manage relationships balancing system needs and entity priorities
- Ability to develop a clear, realistic, and actionable vision
- Results-oriented strategic and systems leadership skills
- Ability to interact with and influence internal and external contacts
- Excellent problem-solving and analytical skills
- Detail-oriented with ability to oversee projects from origin through execution
- Advanced analytic capabilities using SQL or other query language is a plus
- Ability to manage large data sets in Business Objects, Teradata, Tableau, or other tools is a plus
- Salesforce or other platform certifications highly desired
- Lean, Six Sigma, Scrum, or Agile certifications are a plus
Benefits:
- Option to participate in a variety of health, financial, and security benefits
- May be eligible for the Management Incentive Program
- Total Rewards package
- Stimulating and rewarding career opportunities
- Drug-free work environment
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