Senior BPN Member Experience Advisor

This is a fully remote position, open to applicants in Colorado.

📋 Description

• Act as a primary liaison between Banner Plans & Networks and provider practices.

• Facilitate monthly meetings to evaluate performance metrics, pinpoint areas for improvement, and formulate action plans.

• Analyze data from practices and members to uncover trends.

• Communicate findings and recommendations to provider groups, office personnel, and stakeholders through virtual meetings and educational sessions.

• Collaborate with practices to execute improvement initiatives and track outcomes.

• Assist in member engagement strategies.

• Identify and rank improvement opportunities across provider, payer, and operational customer interactions.

• Create, suggest, educate, and implement best-practice tools and processes.

• Cultivate relationships and exert influence over internal and external stakeholders.

• Report findings, project updates, outcomes, and suggestions to key stakeholders.

• Recognize implementation risks and propose timely solutions.

• Serve as a subject matter expert on customer experience best practices, tools, and procedures.

⛳️ Requirements

• Bachelor's Degree in business, healthcare, or a related field.

• Five years of relevant experience in process improvement, customer service, culture change, and project development.

• In-depth knowledge of healthcare operations, customer service principles, and practices.

• Proven ability to collaborate with various stakeholders to achieve desired customer experience outcomes.

• Exceptional oral, written, and interpersonal communication skills.

• Understanding of process improvement principles and practices.

• Proficient in personal software applications.

• Capable of organizing, prioritizing, and managing multiple tasks in a fast-paced environment.

• Strong writing skills for presentations, policies, procedures, and other communications.

• Familiarity with conflict resolution strategies and techniques.

• Ability to maintain composure and professionalism in challenging and stressful situations.

• Skilled at managing multiple conflicting assignments, demands, and priorities with keen attention to detail.

• Capacity to coach employees who do not report directly to them.

• Candidates must reside in the state of Colorado.

• Experience in implementing customer service initiatives in a retail environment is preferred.

• Additional related education and/or experience is preferred.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health benefits package.

• Opportunities for professional development and growth.

• Flexible work environment.

• Supportive team culture.