Senior Customer Relations Manager - Strategic Access Support Team - Remote

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.

• Advanced
  
  Education:
  
  Master’s degree in Business Administration (MBA), Healthcare Administration (MHA), or 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 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.

• Provides leadership through relationship management and strategic expertise.
• Manages strategic partnerships with customers.
• Performs needs analysis to define problems requiring solution—both qualitative and quantitative.
• Owns customer issue management and escalation, serving as main coordination point with customers.

• Project Communications (Advanced):
  Demonstrates expertise in delivering complex information effectively and efficiently; fosters open communication across functions and within units; leads in pressurized situations and sets standards for project communication.
• Project Issues Management (Advanced):
  Demonstrates expertise in resolving high‑priority issues, coordinating stakeholders and resources, delivering solutions creatively.
• Project Planning (Advanced):
  Demonstrates ability to forecast resource needs, break work into tasks, set priorities, define dependencies, schedule activities, prepare acceptance criteria, and manage large complex projects.
• Project Coordination (Advanced):
  Manages interdependencies among multiple projects, identifies opportunities for cross‑discipline participation, documents project policies, and ensures project goals are met.

Organizational Impact:
Independently delivers on objectives with understanding of how they impact the results of own area/team and related teams.

Problem Solving/Complexity:
Utilizes multiple sources of data to analyze and resolve complex problems; may take a new perspective on existing solutions.

Breadth of Knowledge:
Advanced knowledge within professional area and basic knowledge across related areas.

Team Interaction:
Acts as a "go-to" resource for colleagues with less experience and may lead small project teams.

• Supports colleagues:
  Develops self and others, invests in growth and knowledge.
• Builds and maintains relationships:
  Maintains regular contact with key stakeholders.
• Communicates effectively:
  Recognizes group interactions and adapts communication style.
• Delivers excellent services:
  Serves others with compassion and customizes services.
• Solves complex problems:
  Approaches problems from different angles and offers solutions.
• Ensures high quality:
  Engages in dialogue about quality and addresses issues promptly.
• Supports continuous improvement:
  Looks beyond symptoms to uncover root causes.
• Ma…