Job Number 209463 Facility Banner Staffing Services - Arizona Shift Other Department Banner Staffing Service AZ - Banner Staffing Services-AZ Position Type BR: Banner Registry Street Address 525 W. Brown Road City & State US-AZ-Mesa Posting Category Administrative / Clerical
We are looking for an experienced Business Analyst based at our Corporate office in Phoenix.
Corporate employee located at the Phx Corp Plaza Location but must have ability to travel across multiple locations
Site visits include locations across AZ West and AZ East.
Hours: Monday through Friday 8am to 5pm
Develop material for CRM/SalesForce Role out
Develop/maintain knowledge articles within Salesforce
Administer Training of Material
Requirements and Responsibilities:
Responsible for researching processes and procedures and identifying opportunities within existing documentation to edit, rewrite, compose or create standard protocols within the Consumer Experience Program.
Responsible for leading/developing effective training, and delivery of training programs /support material
Develop and maintain a library of knowledge articles and multi-media support materials that is readily accessible to users at the point of need
Create all training collateral including, training guides to ensure users have the ability to resolve issues without having to contact CRM team.
Capture necessary graphics or data for documentation by using screen shots, photos, process flow charts, diagrams, and charts
Strong ability to analyze business requirements to develop and deliver training materials
Contributes to moderately complex aspects of a project
Support development of training plans and curriculum
Interact and report to Clients on training environment, successes and opportunities for development
Conducts training classes and utilizes a variety of teaching techniques including role playing; overcoming objections; dealing with gatekeepers; calming down irate customers; creating a warm and positive experience for all customers.
Performs other duties as required.
Works closely with other departments and is accountable for the quality, consistency, and effectiveness of protocols, training material and documents managed in the shared knowledge management system.
strong communicator and be skilled at extracting information from others so they can translate this knowledge into obtained information into process and standard documentation.
Critical Skills Required:
BS/BA in Education or Business Administration or equivalent work experience required.
Knowledge and experience of Salesforce Required
Previous contact center training experience, contact center systems (ACD), and healthcare preferred
Knowledge of adult learning principles and the ability to implement these principles into a training curriculum
Strong verbal and written communication skills
Strong presentation skills; strong analytical and problem solving skills
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 incl...udes 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 locations 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.