Primary City/State:

Phoenix, Arizona

Department Name:

Clinical Risk Mgmt & Ptnt Rel

Work Shift:

Day

Job Category:

Risk, Quality and Safety

The Senior Director, Clinical Risk Management & Patient Relations will provide strategic and operational leadership to Banner Health’s teams responsible for clinical risk management team and patient relations. Great opportunity to collaboratively and strategically contribute to Banner’s mission of “Making Health Care Better, so Life can be Easier.” Broad leadership experience in clinical risk management, quality of care delivery issues, investigating and assessing potential liability exposures, using data analytics to identify areas for continued improvement, identifying, directing and implementing risk mitigation strategies and providing consultation and education to Banner Health system and facility leaders.

Banner Health believes leadership matters. We value and celebrate equity, diversity and inclusion and our leaders are at the forefront of health care transformation. We are One Team committed to the future of Banner Health as a high reliability organization, with excellence and safety in healthcare delivery.

Banner Health is a non-profit health system based in Phoenix, Arizona, with 30 hospitals and several specialized facilities across six states, and having over 55,000 employees. If you have significant leadership experience with clinical risk management, quality, performance improvement, patient relations, and process improvement consider this unique opportunity with Banner Health.

Preferred candidate with an RN, DO or MD and with JD.

This is a Hybrid position living in the Greater Phoenix area.

Your pay and benefits are important components of your journey at Banner Health. This opportunity includes the option to participate in a variety of health, financial, and security benefits. In addition, this position may be eligible for our Management Incentive Program as part of your Total Rewards package.

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 providing strategic and operational leadership to the clinical risk management team and patient relations team. The Senior Director, Clinical Risk Management and Patient Relations has oversight for Clinical Risk Management Directors managing risk and interacting with facility leadership teams across all care delivery sites for the organization. The position incorporates and utilizes methods to improve all aspects of clinical risk management, quality, performance improvement and patient safety, including overseeing the assessment and trending of liability exposures, identifying and directing risk mitigation strategies and providing consultation, education and coaching to assist Banner Health facilities’ leaders in improving the quality of care, patient safety, and patient relations. The position has oversight for the Patient Relations Service Center (PRSC), the team of centralized patient relations service center representatives who address patient relations issues across multiple entities to turn issues into opportunities that result in positive outcomes.

CORE FUNCTIONS

1. Provide leadership for all aspects of Banner Health's clinical risk management and patient relations programs; lead, guide, direct, and evaluate the work of regional and facility Risk Management and centralized Patient Relations staff. Integrate objectives and risk management work with Banner Health disciplines and other corporate departments.

2. Provide leadership in building consistency in risk management’s practices. Identifies staffing needs and is responsible for the selection, training, supervision and professional development of personnel required to support clinical risk and patient relations programs. Implement procedures designed to facilitate the efficient and effective utilization of resources. Regularly consult with regional and facility-based risk managers.

3. Develop and direct short and near term goals for the clinical risk and patient relations teams. Develop data metrics and reports to support recommendations for annual strategic initiatives and budget; manage operations within approved budget. Serve as member of the Chief Risk Officer’s leadership team, helping to establish, implement and monitor system level strategies and initiatives.

4. Collaborate with senior leaders and key stakeholders or experts, (e.g., Care Management, Quality, Patient Safety, Supply Chain, Legal, Pharmacy, and Human Resources, etc.) to develop system-wide responses to risk issues that impact specific groups or the entire System with policies/procedures, guidelines, tools, forms, and education/training.

5. As required, provide leadership in the response to emergent patient safety concerns or events across the organization. Inform those who need to know of the findings of risk management and make recommendations related to identified exposures. Develop risk mitigation strategies based on analysis of relevant data (e.g. claims, reportable events, assessments, FEMAs, etc.)

6. Implement and maintain clinical risk management programs including but not limited to CANDOR, that promote early identification and reporting of events involving serious injuries or probable liability, and prompt investigation, disclosure, and proactive intervention to resolve potential liability events. Develop processes and benchmarks to monitor the effectiveness of risk mitigation strategies.

7. Design and implement clinical risk programs to support insurance programs for the employed and independent medical staff; provide consultative risk management assistance to providers and management. Coordinate representation of clinical risk expertise and/or support on System initiatives. Assist with preparing meeting agendas and materials and regularly participate and present at System Committees, Risk Management Leadership meetings, and captive board meetings.

8. Pursue continuing education and professional organization memberships to advance knowledge of healthcare risk management. Serve on committees and task forces as assigned. Maintain a working knowledge of applicable Federal, State, and local laws and regulations, Banner Health’s Corporate Integrity Program, Code of Ethics, as well as other policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior.

9. Oversee the management of the PRSC, including ensuring patient complaints and grievances are timely and thoroughly addressed, and develop and implement best practices and process improvement opportunities for PRSC to ensure all key success metrics are consistently met.

10. System-wide responsibility for the direction and management of Clinical Risk Management. This position has a wide variety of internal and external customers. Internal customers include senior management, CEOs, patients and their families, administrators, physicians, relevant department heads, other leadership personnel, all types of employees, the department, the facility, and the organization as a whole; external customers include federal agencies, the legal system such as the judiciary, outside legal counsel; state agencies, various professional boards; state and local law enforcement agencies; foreign consulates; and physicians and other health care providers. Work independently under limited direction. Use specialized knowledge and independent judgment to make operational, financial, and strategic decisions affecting outcomes throughout the company.

MINIMUM QUALIFICATIONS

Bachelor’s Degree in a relevant field or equivalent level of education and experience. Expert-level working knowledge of principles, practices, and operations in assigned or related area of responsibility as normally obtained through a minimum of seven years of progressively responsible managerial experience, including a minimum of three years management level experience within a healthcare system setting or large multi-operational, complex corporate environment.

Depending upon assigned area of responsibility, position may require applicable certifications and/or licensures, including but not limited to: RN; MD or DO ; Driver’s License; Certified Healthcare Protection Administrator (CHPA); Certified Protection Professional (CPP); Chartered Property Casualty Underwriter (CPCU); Associate in Risk Management (ARM); CPA; SPHR; Registered Health Information Administrator (RHIA); Registered Health Information Technologist (RHIT); Certified Healthcare Facility Manager (CHFM); Certified Facility Manager (CFM); Certified Coding Specialist (CCS); Certified Professional Coder (CPC); JD from an American Bar Association accredited school; admission to a State Bar Association.

Must demonstrate expert-level knowledge and awareness of area of expertise in designated facility, business entity or area and/or experience in which the knowledge, skills, and abilities are directly transferrable. Proven track record of driving successful performance outcomes and accomplishing organizational goals. Must demonstrate skills and business acumen through direct leadership experiences such as: anticipating and responding to the needs of internal and external customers; managing a budget and financial plans; building partnerships with management, staff, and stakeholders to achieve department goals and objectives; managing problems and situations where uncertainty is inherent; persuading others to adopt a particular stance on an issue; developing and evaluating best practices and emerging trends for organizational applicability and appropriateness; constructing new and innovative solutions for complex and varying problems and situations while considering the larger perspective or context; mentoring and coaching staff by providing open and honest feedback to enhance performance; developing and implementing strategic goals and initiatives that support organizational success; demonstrating excellent human relations, organizational and communication skills; and demonstrating a passion for continuously improving and providing high quality care and service excellence to customers, patients, families, employees and/or physicians.

PREFERRED QUALIFICATIONS

Advanced business/healthcare management skills.

Juris Doctor and/or professional clinical degree and experience with healthcare professional liability claims management.

Additional related education and/or experience preferred.

EEO Statement:

EEO/Female/Minority/Disability/Veterans (https://www.bannerhealth.com/careers/eeo)

Our organization supports a drug-free work environment.

Privacy Policy:

Privacy Policy (https://www.bannerhealth.com/about/legal-notices/privacy)

EOE/Female/Minority/Disability/Veterans

Banner Health supports a drug-free work environment.

Banner Health complies with applicable federal and state laws and does not discriminate based on race, color, national origin, religion, sex, sexual orientation, gender identity or expression, age, or disability