Sr Customer Relations Manager-Patient Access-Remote

Vanderbilt University Medical Center Remote
customer relations relations manager remote hospitals team health management p3 medical manages coordination project communications
March 10, 2023
Vanderbilt University Medical Center
Cheyenne, WY
Sr Customer Relations Manager-Patient Access-Remote - 2302041

Job : Professional and Managerial

Primary Location : Work from Home

Organization : Customer Relations 303243

Shift: : Days



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.

POSITION: Full-Time, Exempt

View how Vanderbilt Health employees celebrate the difference they make every day:

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. It is a place where your diversity — of culture, thinking, learning and leading — 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.

VUMC Recent Accomplishments

Because we are committed to providing the best in patient care, education and research, we are proud of our recent accomplishments:

+ US News & World Report: #1 Adult Hospital in Tennessee and metropolitan Nashville, named to the Best Hospitals Honor Roll of the top 20 adult hospitals, 10 nationally ranked adult specialty programs, with 3 specialties rated in the top 10 nationally, Monroe Carell Jr. Children’s Hospital at Vanderbilt named as one of the Best Children’s Hospital in the nation, with 10 out of 10 pediatric specialties nationally ranked.

+ Healthcare’s Most Wired: Among the nation’s 100 “most-wired” hospitals and health systems for its efforts in innovative medical technology.

+ Becker’s Hospital Review: named as one of the “100 Great Hospitals in America”, in the roster of 100 Hospitals and Health Systems with Great Oncology Programs and to its list of the 100 Hospitals with Great Heart Programs.

+ The Leapfrog Group: One of only 10 children’s hospitals in the to be named at Leapfrog Top Hospital.

+ American Association for the Advancement of Science: The School of Medicine has 112 elected fellows

+ Magnet Recognition Program: Received our third consecutive Magnet designations.

+ National Academy of Medicine: 22 members, elected by their peers in recognition of outstanding achievement

+ Human Rights Campaign Healthcare Equality Index: 6thyear in a row that Vanderbilt University Medical Center was a Leader in LGBTQ Healthcare Equality.


+ 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


_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 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.

_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.


+ 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.



+ - Develops Self and Others: Invests time, energy and enthusiasm in developing self/others to help improve performance 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.


+ - 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.


+ - 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.


+ - 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.


+ - 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.

Basic Qualifications

Bachelor's Degree (or equivalent experience) and 5 years relevant experience

Licensure, Certification, and/or Registration (LCR):

+ Physical Requirements/Strengths needed & Physical Demands:

+ Light Work category requiring exertion up to 20 lbs. of force occasionally and uses negligible amounts of force to move objects. Movement

+ Occasional: Standing: Remaining on one's feet without moving.

+ Occasional: Walking: Moving about on foot.

+ Occasional: Lifting under 35 lbs: Raising and lowering objects under 35 lbs from one level to another

+ Occasional: Carrying under 35 lbs: Transporting an object holding in hands, arms or shoulders, with help of coworkers or assistive device.

+ Occasional: Push/Pull: Exerting force to move objects away from or toward.

+ Occasional: Bending/Stooping: Trunk bending downward and forward by bending spine at waist requiring full use of lower extremities and back muscles

+ Occasional: Reaching above shoulders: Extending arms in any direction above shoulders.

+ Occasional: Reaching below shoulders: Extending arms in any direction below shoulders.

+ Occasional: Handling: Seizing, holding, grasping, turning or otherwise working with hand or hands.

+ Frequent: Fingering: Picking, pinching, gripping, working primarily with fingers requiring fine manipulation. Sensory

+ Continuous: Communication: Expressing or exchanging written/verbal/electronic information.

+ Continuous: Auditory: Perceiving the variances of sounds, tones and pitches and able to focus on single source of auditory information

+ Continuous: Vision: Clarity of near vision at 20 inches or less and far vision at 20 feet or more with depth perception, peripheral vision, color vision.

+ Continuous: Feeling: Ability to perceive size, shape, temperature, texture by touch with fingertips. Vanderbilt Health recognizes that diversity is essential for excellence and innovation. We are committed to an inclusive environment where everyone has the chance to thrive and to the principles of equal opportunity and affirmative action. EOE/AA/Women/Minority/Vets/Disabled



Req ID: 2302041
Vanderbilt University Medical Center is committed to principles of equal opportunity and affirmative action.

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