Senior Customer Relations Manager - Strategic Access Support Team - Remote

Vanderbilt University Medical Center • Nashville, TN

22h • Remote

About The Position

The Senior Customer Relations Manager (CRM) on the Strategic Access Support team at Vanderbilt University Medical Center (VUMC) 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. VUMC, located in Nashville, Tennessee, is a community dedicated to teaching, discovery, and patient care, aiming to advance health and wellness through preeminent programs. The position is part of the Business Analysis and Solutions Development organization, where employees are valued and encouraged to thrive.

Requirements

• Bachelor's degree
• 5 years of relevant work experience
• Demonstrated ability to build, manage, and sustain effective relationships with clinical leaders, operational partners, and cross-functional stakeholders (Relationship Management)
• Strong verbal and written communication skills, with the ability to clearly convey complex concepts to diverse audiences (Communication Skills)
• Proven track record of establishing trust and credibility with clinical and operational leaders through consultative partnership (Trust & Credibility)
• Highly detail-oriented with the ability to manage complex workflows, processes, and data inputs accurately (Attention to Detail)
• Ability to analyze data, identify gaps or trends, and translate insights into actionable recommendations—without a primary focus on data creation or number crunching (Business & Analytical Mindset)
• Experience supporting patient access functions such as scheduling, referrals, registration, or access operations within a healthcare environment (Patient Access Experience)
• Demonstrated ability to evaluate end-to-end workflows, identify inefficiencies, and design sustainable process improvements (Workflow Optimization)
• Advanced Project Communications skills
• Advanced Project Issues Management skills
• Advanced Project Planning skills
• Advanced Project Coordination skills
• Advanced knowledge within a professional area and basic knowledge across related areas

Nice To Haves

• Master’s degree in Business Administration (MBA), Healthcare Administration (MHA), or a related field
• Hands-on or consultative experience with EPIC Cadence, including scheduling workflows, templates, or optimization initiatives

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
• Demonstrates the uppermost levels of expertise in conducting project communications in challenging and complex situations
• Delivers 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
• 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
• 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
• 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
• Independently delivers on objectives with understanding of how they impact the results of own area/team and other related teams
• Utilizes multiple sources of data to analyze and resolve complex problems; may take a new perspective on existing solution
• Has advanced knowledge within a professional area and basic knowledge across related areas
• Acts as a "go-to" resource for colleagues with less experience; may lead small project teams
• Invests time, energy, and enthusiasm in developing self/others to help improve performance and gain knowledge in new areas
• Maintains regular contact with key colleagues and stakeholders using formal and informal opportunities to expand and strengthen relationships
• Recognizes group interactions and modifies one's own communication style to suit different situations and audiences
• Seeks to understand current and future needs of relevant stakeholders and customizes services to better address them
• Approaches problems from different angles; Identifies new possibilities to interpret opportunities and develop concrete solutions
• Provides ongoing support and coaching in a constructive manner to increase employees' effectiveness
• Engages regularly in formal and informal dialogue about quality; directly addresses quality issues promptly
• Applies various learning experiences by looking beyond symptoms to uncover underlying causes of problems and identifies ways to resolve them
• Understands all aspects of providing a safe environment and performs routine safety checks to prevent safety hazards from occurring
• Demonstrates a sense of ownership, focusing on and driving critical issues to closure
• Applies understanding of the departmental work to effectively manage resources for a department/area
• Demonstrates strong understanding of the information or data to identify and elevate opportunities
• Proactively identifies new ideas/opportunities from multiple sources or methods to improve processes beyond conventional approaches
• Demonstrates an enthusiasm for learning new technologies, tools, and procedures to address short-term challenges
• Views difficult situations and/or problems as opportunities for improvement; actively embraces change instead of emphasizing negative elements

Benefits

• Comprehensive benefits package which may include health, disability, retirement and/or wellness offerings to enhance your well-being and professional growth

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 5,001-10,000 employees