This position supports the day-to-day internal and external operations of the Voice Of the Customer (VOC) survey program. The position is responsible for program performance by proactively improving the effectiveness of survey processes, workflows and dashboard design and functionality. This position will support ongoing tracking and trending of customer feedback and program performance data while monitoring and responding to internal stakeholder and external customer inquiries.
Serves as primary point of contact and responds to patient and consumer experience inquiries regarding survey processes, inclusion/exclusion criteria, general feedback and reporting.
Fulfills new requests for user access, hierarchy updates, and support/training within our vendors.
Creates, updates and maintains centralized program documentation, including but not limited to, business requirements, change control, content on the intranet, as well as training and program guides and manuals.
Monitors the daily, weekly and monthly survey vendor data exchange. Identifies anomalies and engages the necessary team(s) to identify, address and resolve concerns, as needed.
Assists with data requests received through individual and group/team-based settings. This includes collecting, organizing and presenting scores and written/audio comments from survey platforms.
Evaluates program performance by analyzing and reporting on user adoption, response rates, and suppression impact and feedback integrity. Tracks, trends and provides reporting on program scores and comment themes to appropriate team members and/or stakeholders. Regularly audits comment cataloguing to ensure the text analytics process produces accurate results and recommends enhancements when and where applicable to continuously refine and expand the comment catalog.
Identifies opportunities to install new listening posts along the customers journey and collaborates with the appropriate business areas to identify and define survey triggers and associated survey logistics.
Must possess a strong knowledge of project management normally obtained through the completion of a bachelor's degree in business, marketing or related field.
Must possess one to two years of related experience. Requires strong problem-solving skills, excellent presentation, oral and written communication skills. This includes the ability to interact tactfully and patiently with others. Requires excellent attention to detail, commitment to follow through, the ability to work independently with general oversight, as well as the ability to collaborate and work in a team setting. Must have solid group interaction and facilitation skills.
Strong spreadsheet and relational database skills with ability to create and run queries and reports.
Previous exposure to the health care industry preferred. Additional related education and/or experience preferred.
Additional related education and/or experience preferred.
Internal Number: 211627
About Banner Health
You want to change the health care industry – one life at a time. You belong here. You’re excited to be part of the dramatic changes happening in the health care field. In fact, you thrive on change. But you also understand that excellent, compassionate patient care is the true measure of the success of these changes. You belong at Banner Health. Our award-winning, comprehensive health system includes 23 hospitals in seven western states, primary care health centers, research centers, labs, a network of physician practices and much more. Throughout our system, skilled, compassionate professionals use the latest technology to change the way care is provided. If you’re looking to be a key contributor to a forward-looking organization, you’ll experience a wide variety of professional advantages: •Our vision for changing the future of health care gives you the opportunity to leverage your abilities to achieve something historic. •Our expansive system offers you an unmatched variety of clinical settings – from large urban trauma center to small rural hospital, ambulatory to home health. Our system also includes hospitals specializing in cancer, heart health and pediatrics. •Our many loc...ations also translate into a broad selection of exciting and rewarding lifestyle options – from the big city to the wide-open spaces. •Our commitment to healthcare innovation means you always have the latest technologies at your fingertips to help you provide the finest care possible. •The size, success and growth of our system provide you with the stability and options to pursue your desired career path. •Our competitive compensation and comprehensive benefits offer you options to complement your unique needs.