Sr. Extraordinary Service Specialist

Job description

Primary City/State: Phoenix, Arizona Department Name: Svc Excellence-Corp Work Shift: Day Job Category: Marketing and Communications 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 The Sr. Extraordinary Service Specialist plays a key part in advancing Banner Health's commitment to exceptional service excellence. The position proactively identifies areas for improvement and proposes actionable solutions to achieve and sustain elevated Patient Experience outcomes. By developing innovative strategies, tools, and processes, this role drives the delivery of outstanding care and service to patients, families, members, and customers alike. Additionally, this position champions and models a world-class, service-driven culture across all Banner entities — fostering trust, deepening loyalty, and ensuring that every individual we serve receives the highest standard of care and attention. Duties: Conducting on-site visits and observing best practices to providing real-time coaching and guidance to leaders across care settings. On any given day, this role may involve diving deep into performance data and trends, collaborating on targeted action plans, facilitating meaningful leader development sessions, or partnering closely with operational leaders to uncover and address system-wide challenges. At its core, this position serves as a trusted coach and consultant in the field — empowering leaders to implement evidence-based practices, strengthen reliability, and drive lasting, sustainable performance improvement across a diverse range of care environments. Hybrid Role: This position requires travel Monday through Friday. Specific scheduling details and travel expectations will be discussed further during the interview process. 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 is responsible for assisting in the success of Banner Health’s extraordinary services program improvements. This position identifies opportunities for improvement and recommends solutions to achieve and sustain improved Patient Experience goals. This position develops strategies and develops tools and processes that lead to delivering extraordinary service to patients, families, members and customers. This position is responsible for supporting, driving and modeling a top-tier service-oriented culture across all Banner entities with the overall goal of improving the trust and loyalty of those we serve. CORE FUNCTIONS 1. Partners with leadership to establish a sustainable extraordinary service strategy for Banner Health’s customers. This includes developing and driving extraordinary strategies and tactics that achieve system wide outcomes for Banner Health. Regularly reports to leadership on program status and initiative progress. 2. Aligns and prioritizes all patient/member extraordinary service initiatives across the system and aligns with team member extraordinary service initiatives to achieve organizational goals and objectives. Ensures consistency across the continuum with our organizational approach to improving the internal and external customer experience by delivering extraordinary service. 3. Collaborates with Banner Health partners to evaluate patient/member survey data related to leader and team member opportunities to improve the patient experience 4. Analyzes patient experience data, trend outcomes and identifies opportunities for improvement. Articulates and demonstrates an expectation for continuous quality improvement utilizing processes. 5. Promotes patient/member experience philosophies and behaviors across entities. Works closely with extraordinary services team to ensure tight alignment with system level strategy, plans and tools to enhance the overall patient, member and people experience. Provide communication to partners around extraordinary service strategy, plans, tools, and ongoing activities that enhance and sustain the service-focused culture. 6. Facilitates in patient experience teams and committees as assigned. Serves as Banner’s subject matter expert in delivering extraordinary service to patients, families, members and customers. Supports the integration of process improvements across network and community. Available for leadership support calls. 7. Facilitates cross functional partnerships to identify extraordinary experience opportunities, mentorship and provider onboarding improvement strategies, priorities, measures and milestones. 8. Leads by example with high visibility and influences change at the facility, as well as continually supporting and exhibiting company values and extraordinary service standards. Identifies and supports a flexible resource environment by working with Banner Health partners across the system. 9. Solves and presents solutions to complex problems. Must be able to anticipate objectives and persuade others to adopt a different perspective. Develops innovative processes or products that address current and future issues within their field of expertise. Leads and collaborates with senior leadership across Banner Health. Provides leadership for extraordinary experience processes and initiatives of the operating entities across the organization. MINIMUM QUALIFICATIONS Bachelor’s Degree in business, healthcare related field or equivalent experience. Requires a proficiency level typically attained with 3 years’ experience of providing consulting services in healthcare operational/financial management, quality improvement, risk assessment, change management, and project/standardization work at a large organizational setting required. Outstanding verbal and written communication skills. Excellent planning, problem-solving, analysis and research abilities. PREFERRED QUALIFICATIONS Previous healthcare experience preferred. Additional related education and/or experience preferred. Estimated Pay Range: $30.56 - $50.93 / hour Banner Health is committed to pay equity and transparency. The posted compensation range is a reasonable estimate that extends from the lowest to the highest pay Banner Health in good faith believes it might pay for this particular job, based on the circumstances at the time of posting. This range is based on possible base salaries and does not include the value of our total rewards package. Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills, and geographic location, along with a review of current employees in similar roles to ensure pay equity is achieved and maintained. Anticipated Closing Window (actual close date may be sooner): 2026-12-10 EEO Statement: EEO/Disabled/Veterans Our organization supports a drug-free work environment. Privacy Policy: Privacy Policy