Senior Customer Relations Manager - Strategic Access Support Team - Remote

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, schedule activities, prepare acceptance criteria and organize work for large, complex projects requiring diverse functions and/or operations. Continuously monitors and follows up on buyins and commitments. Competently handles multiple projects simultaneously, balancing and scheduling tasks requiring dependencies and those which can be accomplished independently. Accurately estimates and plans complex projects and assignments. Maintains perspective between the overall picture and the details. Is proficient in the advanced features of project management tools.

• Project Coordination (Advanced): Manages interdependencies among multiple related and unrelated projects whose coordinated delivery is required to achieve higher organizational objectives. Identifies opportunities for cross-discipline participation. Develops and documents project policies and procedures. Manages the overall coordination, status reporting, and stability of major project efforts, ensuring that project goals and objectives are met within agreed upon time, scope, and resource requirements. Contributes to the development of Project Coordination best practices for the organization.

Our professional administrative functions include critical supporting roles in information technology and informatics, finance, administration, legal and community affairs, human resources, communications and marketing, development, facilities, and many more.

At our growing health system, we support each other and encourage excellence among all who are part of our workforce. High-achieving employees stay at Vanderbilt Health for professional growth, appreciation of benefits, and a sense of community and purpose.

Core Accountabilities:

Organizational Impact: Independently delivers on objectives with understanding of how they impact the results of own area/team and other related teams. Problem Solving/ Complexity of work: Utilizes multiple sources of data to analyze and resolve complex problems; may take a new perspective on existing solution. Breadth of Knowledge: Has advanced knowledge within a professional area and basic knowledge across related areas. Team Interaction: Acts as a "go-to" resource for colleagues with less experience; may lead small project teams.

Core Capabilities :

Supporting Colleagues: - Develops Self and Others: Invests time, energy, and enthusiasm in developing self/others to help improve performance e and gain knowledge in new areas. - Builds and Maintains Relationships: Maintains regular contact with key colleagues and stakeholders using formal and informal opportunities to expand and strengthen relationships. - Communicates Effectively: Recognizes group interactions and modifies one's own communication style to suit different situations and audiences. Delivering Excellent Services: - Serves Others with Compassion: Seeks to understand current and future needs of relevant stakeholders and customizes services to better address them. - Solves Complex Problems: Approaches problems from different angles; Identifies new possibilities to interpret opportunities and develop concrete solutions. - Offers Meaningful Advice and Support: Provides ongoing support and coaching in a constructive manner to increase employees' effectiveness. Ensuring High Quality: - Performs Excellent Work: Engages regularly in formal and informal dialogue about quality; directly addresses quality issues promptly. - Ensures Continuous Improvement: Applies various learning experiences by looking beyond symptoms to uncover underlying causes of problems and identifies ways to resolve them. - Fulfills Safety and Regulatory Requirements: Understands all aspects of providing a safe environment and performs routine safety checks to prevent safety hazards from occurring. Managing Resources Effectively: - Demonstrates Accountability: Demonstrates a sense of ownership, focusing on and driving critical issues to closure. - Stewards Organizational Resources: Applies understanding of the departmental work to effectively manage resources for a department/area. - Makes Data Driven Decisions: Demonstrates strong understanding of the information or data to identify and elevate opportunities. Fostering Innovation: - Generates New Ideas: Proactively identifies new ideas/opportunities from multiple sources or methods to improve processes beyond conventional approaches. - Applies Technology: Demonstrates an enthusiasm for learning new technologies, tools, and procedures to address short-term challenges. - Adapts to Change: Views difficult situations and/or problems as opportunities for improvement; actively embraces change instead of emphasizing negative elements.

Position Qualifications:

Responsibilities:

Certifications:

Work Experience:

Relevant Work Experience

Experience Level:

5 years

Education:

Bachelor's

This role offers the opportunity to make a meaningful impact within Vanderbilt Health, supported by a comprehensive benefits package which may include health, disability, retirement and/or wellness offerings to enhance your well-being and professional growth.

Vanderbilt Health is committed to fostering an environment where everyone has the chance to thrive and is committed to the principles of equal opportunity.  EOE/Vets/Disabled.