Senior Customer Relations Manager - Strategic Access Support Team

Vanderbilt University Medical Center • Nashville, TN

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About The Position

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. Vanderbilt Health is committed to an environment where everyone has the chance to thrive and where your uniqueness 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. Organization: Business Analysis and Solutions Development 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.

Requirements

• Relevant Work Experience Experience Level: 5 years
• Education: Bachelor's

Nice To Haves

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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level