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Senior Customer Relations Manager - Strategic Access Support Team - Remote
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Discover Vanderbilt University Medical Center : Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery, and patient care, VUMC is a community of individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded, and your abilities challenged.
Vanderbilt
Health is committed to an environment where everyone has the chance to thrive and where your uniqueness is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilt’s mission is to advance health and wellness through preeminent programs in patient care, education, and research.
Organization:
Business Analysis and Solutions Development
Job Summary:
The Senior Customer Relations Manager (CRM) on the Strategic Access Support team serves as a strategic partner focused on identifying, analyzing, and resolving issues that ultimately impact patient access and experience. This role works cross-functionally to drive operational improvements, standardize workflows, and support system-wide access goals.
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Preferred Skills & Experience
Advanced Education: Master’s degree in Business Administration (MBA), Healthcare Administration (MHA), or a related field strongly preferred.
Relationship Management: Demonstrated ability to build, manage, and sustain effective relationships with clinical leaders, operational partners, and cross-functional stakeholders.
Communication Skills: Strong verbal and written communication skills, with the ability to clearly convey complex concepts to diverse audiences.
Trust & Credibility: Proven track record of establishing trust and credibility with clinical and operational leaders through consultative partnership.
Attention to Detail: Highly detail-oriented with the ability to manage complex workflows, processes, and data inputs accurately.
Business & Analytical Mindset: Ability to analyze data, identify gaps or trends, and translate insights into actionable recommendations—without a primary focus on data creation or number crunching.
Patient Access Experience: Experience supporting patient access functions such as scheduling, referrals, registration, or access operations within a healthcare environment.
EPIC Cadence Experience: Hands-on or consultative experience with EPIC Cadence, including scheduling workflows, templates, or optimization initiatives, strongly preferred.
Workflow Optimization: Demonstrated ability to evaluate end-to-end workflows, identify inefficiencies, and design sustainable process improvements.
KEY RESPONSIBILITIES
Provides Leadership through relationship management providing strategic expertise
Manages strategic partnerships with customers
Performs needs analysis to define the problem that needs solving - both qualitative and quantitative
Owns customer issue management and escalation, serving as main coordination point with customers
TECHNICAL CAPABILITIES
Project Communications (Advanced): Demonstrates the uppermost levels of expertise in conducting project communications in challenging and complex situations. Demonstrates ability to deliver complicated information effectively and efficiently, selecting the appropriate message for the audience. Facilitates open communication across functions and within unit. Able to highlight and emphasize major ideas, issues and points dramatically and effectively. Often takes a lead role in highly pressurized situations when there is a need to communicate critical project information. Consistently delivers project communications products and services in a creative and imaginative manner while setting a standard for others. Contributes in the development of project communications best practices for the organization.
Project Issues Management (Advanced): Demonstrates the uppermost levels of expertise in resolving project issues in challenging and complex situations. Often takes a lead role in highly pressurized situations when there is a need to resolve high priority issues. Manages internal and external project issues in a way that bring disparate resources together to resolve issues and complete action items that contribute to the success of the project. Consistently delivers solutions in a creative and imaginative manner while setting a standard for others. Contributes in the development of best practices for Issues Management for the organization.
Project Planning (Advanced): Demonstrates ability to forecast resource needs, identify and break work down into discrete and measurable tasks, set priorities, define dependencies, sc
