Sr Customer Relations Manager-Patient Access-Remote

Profile

Organization: Customer Relations Job Summary: JOB SUMMARY Leads activities of the project team and facilitates relationship with customer independently. Identifies appropriate resources and develops schedules to ensure completion of project. Coordinates the activities of the team by becoming familiar with scope and objectives and roles of team members. Understands customer needs and uses expertise to meet their needs. Conducts analysis and translates to identify trends with actionable items. Leads project teams. Coaches the development of staff. Implements complex large/multiple projects. . 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

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