Patient Experience Operations Support Program Manager

Primary City/State: Tucson, Arizona

Department Name: Patient Concierge Svcs-Hosp

Work Shift: Day

Job Category: General Operations

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 Operations Support Program Manager for Patient Experience plays a key part in advancing Banner Health's commitment to exceptional service excellence. This position proactively identifies opportunities for improvement and recommends 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.

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.

Duties will include conducting on-site visits with patients and observing best practices to providing real-time coaching and guidance to leaders across care settings. It will 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.

Must have the ability to translate raw data points into actionable operational strategies and must be comfortable presenting such data, information and suggestions to all levels of staff and leadership. Proven experience navigating healthcare survey platforms a plus!

Banner - University Medical Center Tucson is nationally recognized for providing exceptional patient care, teaching future health-care professionals and conducting groundbreaking research. Also located on the campus is Diamond Children's - recognized for its specialized pediatric services including neonatal and intensive care, emergency medicine and cancer therapies. Banner - University Medical Center Tucson is a Level 1 Trauma Center, meaning we care for the most critically injured patients. The hospital is consistently listed among the nation's top hospitals in the prestigious Best Hospitals ranking by U.S. News & World Report. The academic medical center has earned Magnet Recognition becoming the only hospital in southern Arizona to meet the rigorous standards of the American Nurses Credentialing Center’s Magnet Recognition Program® for nursing excellence. The hospital's physicians are full-time faculty of the University of Arizona College of Medicine - Tucson. Our specialty services include comprehensive heart and cancer care, advanced neuroscience techniques and a multi-organ transplant program.

POSITION SUMMARY

This role is responsible for prioritizing workload, developing best practices, and implementing across the Banner Health System. This role will support and deliver work that improves the usability and understanding of tools/processes that enhance the experience of the end user and ultimately the patient.

CORE FUNCTIONS

1. Designs operational and/or specific process improvement work addressing clinical and operational performance and patient safety at the system, regional, and facility levels. Provides conclusions and recommendations to company leadership.
2. Analysis and evaluation of clinical outcomes, financial and operational performance, related to specific improvements and design of new services. Ensures development and compliance with operating and capital budgets and achievement of financial performance.
3. Provides coordination and oversight of implementation of improvements with leadership, facility administration and the RN community.
4. Designs systems to monitor improvements to ensure performance is sustained and effective.
5. Builds and supports effective relationships with internal and external stakeholders and organizations. Develops partnerships, coordinates activities, reviews work, exchanges information, and/or resolves problems related to corporate integration programs.
6. Development and implementation of programs, short and long-range goals and objectives and determines the optimal progression to obtain these goals. Reviews analysis and reports of various activities to determine department progress toward stated goals and objectives.
7. Identifies external best practices on various development related topics and applies internally where appropriate. Drive company-wide standardization across the business where it makes sense, and oversee appropriate “localizations” to ensure appropriate integration with company-wide standards.
8. Develops/incorporates efficient corporate communications and applies standardized and best-practice communication methods to ensure maximum leverage of strategic messaging and other pertinent information across the organization or to selected audiences within the organization.
9. Position maintains accountabilities towards achieving system strategies and initiatives. Develops direction and vision for the organization’s clinical and operational initiatives. Work performed is reportable to the Care Management and System Leadership. Problems are complex in nature, requiring an advanced understanding of hospital operations and measures. Establishes and promotes teamwork and collaboration between individuals, departments, and the entire organization in the development of system-wide standards and targets. Customers are primarily internal (includes leaders and staff across the organization).

MINIMUM QUALIFICATIONS

Bachelor’s Degree in business, healthcare related field or equivalent experience.

Requires a proficiency level typically attained with 3-5+ years’ experience in healthcare operational/financial management, quality improvement, risk assessment, change management, and project/standardization work at multiple facilities. Adept at creating and communicating a clear and detailed program plan to internal/external stakeholders, effectively aligning resources and motivating multi-disciplinary teams to achieve goals and create partnership-style relationships. Demonstrated technical, organizational, project management and negotiation capabilities. Must be a self-starter with excellent ability to implement and execute. Ability to balance the big picture with the day-to-day delivery details, connecting key project needs and internal resources to prioritize the workload. Strong desire to improve the lives of patients, their care givers, and families. Possesses compassion and empathy coupled with accountability and execution.

PREFERRED QUALIFICATIONS

Master’s degree in business or healthcare related field

Additional related education and/or experience preferred.

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