CRM Program Manager

1.0 FTE Full time Day - 08 Hour R2659837 Onsite  Admin Enterprise Contact Ctr Administrative Support NEWARK, 7600 Gateway Blvd, California

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Day - 08 Hour (United States of America)

Stanford Health Care's Enterprise Contact Center (ECC) serves as a shared services platform supporting patient scheduling, nurse triage, referral coordination, and multi-specialty contact center operations across the SHC care delivery network. The CRM Program Manager owns the Epic CRM program for the enterprise contact center ecosystem — the taxonomy, standards, governance, and operational workflows that determine how every patient contact is categorized, routed, documented, and reported.

This role is the connective tissue between Epic's Contact Hub and CRM capabilities, the Panviva knowledge base, the new omnichannel platform's CTI integration, and the operational teams who rely on all of them working together seamlessly. Business requirements, workflow validation, UAT, and operational sign-off are owned by this role;
Epic/TDS teams own technical build, configuration, functional testing, and integration testing.

Stanford Health Care

• Epic CRM Program Ownership
• Owns the Epic CRM program including taxonomy, standards, foundational structure, and governance to ensure consistency across ECC and non-ECC contact center teams.
• Defines the CRM standards framework for new builds, modifications, naming conventions, categories, outcomes, and documentation practices, and hold Epic/TDS technical teams accountable for consistent application across all contact center environments to support operational consistency, reporting integrity, and omnichannel readiness.
• Serves as the single business owner of the CRM data model — defining and enforcing the hierarchy of contact types, categories, subcategories, dispositions, and follow-up actions that agents select to classify every patient interaction across the enterprise, ensuring the taxonomy supports cascading navigation and consistent disposition selection.
• Epic Contact Hub & Workflow Operations
• Serves as the operational lead for Epic Contact Hub workflows, ensuring configurations, CRM workflows, and the agent experience remain aligned to operational needs and future omnichannel capabilities.
• Develops deep expertise in Epic scheduling decision trees and own the navigation between CRM workflows and decision tree usage to create a seamless staff experience and reduce workflow friction during patient interactions.
• Designs and optimizes agent-facing workflows that minimize clicks, reduce cognitive load, and guide staff through complex patient scenarios (multi-department scheduling, referral chains, prior authorization) with contextual CRM prompts.
• Leads User Acceptance Testing (UAT) for CRM workflow changes prior to deployment, validating that business requirements are met and operational workflows perform as expected; functional testing, configuration testing, and integration testing are owned by Epic/TDS technical teams.
• Knowledge Base Alignment & Content Governance
• Ensures CRM follow-up actions, dispositions, and next steps are appropriately classified and aligned with Panviva knowledge base content so that guidance remains intuitive, duplication is minimized, and staff receive a consistent experience across systems.
• Partners with the knowledge management team to maintain a mapping between CRM disposition codes and corresponding Panviva articles — ensuring that when an agent selects a disposition, the relevant guidance surfaces…