<p>Description</p> <p>Introduction</p> <p>Do you want to join an organization that invests in you as a Manager CRM Service Lines? At HCA Healthcare, you come first. HCA Healthcare has committed up to 300 million in programs to support our incredible team members over the course of three years.</p> <p>Benefits</p> <p>At HCA Healthcare, we want to ensure your needs are met. We offer eligible colleagues an attractive benefit package that includes medical, wellbeing, dental and vision benefits along with some unique benefits including:</p> <ul> <li>Medical, Dental, Vision, Life Insurance and Flexible Spending </li><li>Paid Time Off (PTO) and Personal Leave </li><li>401K (100% annual match - 3% to 9% of pay based on years of service) </li><li>Academic Assistance and Reimbursements for Tuition and Student Loans </li><li>Employee Discounts including Tickets, Retail, Mental Health Apps, Education Apps, Identity Theft Protection etc. </li><li>Home, Auto, and Pet Insurance </li><li>Employee Stock Purchase Program (ESPP) </li><li>Short Term & Long Term Disability coverage </li><li>Adoption Assistance </li><li>Legal Benefits and lots more! </li></ul> <p>Learn more about Employee Benefits</p> <p>You contribute to our success. Every role has an impact on our patients' lives and you have the opportunity to make a difference. We are looking for a dedicated Manager CRM Services Lines like you to be a part of our team.</p> <p>Job Summary and Qualifications:</p> <p>This role manages key aspects of a series of CRM enterprise-wide programs designed to improve patient engagement and is instrumental in driving growth and strengthening the program for improvement in patient connection with the next level of care in a number of care settings.</p> <p>This role will have responsibilities between and across a number of different CRM Services Lines that could include; Appointment Services (ER and Urgent Care Follow-up), Consumer Services (Classes & Events, Physician Referrals), MyHealthONE services, and others. Together with the CRM Service Line Leaders this role is responsible for managing the operations for CRM enterprise-wide service lines. This includes ongoing identification of program enhancements. Once identified this role is responsible for overseeing the development/deployment/communication/and monitoring of program enhancements.</p> <p>The Manager of CRM Service Lines will be responsible for working with service line leads to ensure program success for strategy, evolution and ongoing program needs. The responsibilities require coordination and management through matrixed organizations in the hospitals, division and corporate. Will also require collaboration with ITG, Contact Center leadership and CRM leadership including Regional Vice-President of CRM to assure effective relationship building with key field leaders. Assures that ideal state processes and capabilities are ready for easy implementation on the part of the field leaders. Works fluently with Division VPs, Hospital leadership teams and key clinical personnel to assure that the connection is made between existing processes and process changes.</p> <p>What you will do in this role:</p> <p>Serves as liaison between CRM service lines and Contact Center:</p> <ul> <li>Coordinates regular meetings to ensure ongoing communication, KPI tracking, monitoring of outstanding items, new considerations, resource allocation, process compliance and team collaboration </li><li>Works with the quality and training teams to keep them abreast of service line updates, pipeline and future needs </li><li>Collaborates with service line leads as needed to resolve issues or obtain data metrics for quantifiable data points </li><li>Works directly with Telephony and Reporting Team for new phone line requests and campaign management </li></ul> <p>Leads deployment of CRM service line processes within required timeframe to maximize benefit to the patient and service line program efficiencies:</p> <ul> <li>Understands Corporate, Division and Facility processes and timelines to deliver deployment as expected </li><li>This role is responsible for managing assigned service line deployments at newly acquired facilities and decommissioning services at divested facilities. </li><li>Proactively creates opportunities with the appropriate sense of urgency </li><li>Manages overall deployment performance through interaction with CRM, NCCM, Corporate Division/Facility VPs, C-suite leaders, departmental directors, and project leads, Participates in working meetings to create effective change management to existing Division and Facility processes </li><li>Reports on established deployment metrics, develops other metrics to drive adoption improvement </li><li>Monitors new launches and evaluates against expected metrics; determines appropriate action </li><li>Coordinates with NCCM/Contact Center to assimilate feedback </li><li>Collaborates with the CRM Directors and AVP of Operations to improve operations and identify best practice recommendations </li></ul> <p>Support CRM Service Line Program Development and growth:</p> <p>Supports service line monthly review of patient, agent, and Stakeholder feedback. Constantly uses performance metrics to drive process change and to create a burning platform for the implementation of optimization of key CRM Services Activities</p> <ul> <li>Creates process to efficiently manage program volume and utilization of monitoring tools. Facilitates discussions/forums to identify best practices, share knowledge, & operationalize program improvements. Codifies and assures that best practices and learnings are captures and rollout across the enterprise </li><li>Identify process, procedural, and program issues across facilities and work with physicians, administration, and corporate resources to effectively resolve challenges </li><li>Collaborate with CRM Leaders to share best practices for effective CRM services rollout and optimization program to create fast deployment and optimization of CRM Service Line efforts. </li><li>Coordinated NCCM point of contact for identified areas of CRM service lines and serves as the subject matter expert for assigned program initiatives for assigned domain. Aware of other programs to ensure broad opportunities considered </li><li>Develop enterprise-wide communications for assigned domain. Be a regular source of data and outcome information for various parts of the organization </li><li>Work to deliver key information and insights for Service Line Monthly Operation Reviews </li></ul> <p>Responsible to develop and manage pilots through pilot life-cycle (i.e., 90-120 days), rapidly determining success factors and potential to scale across the enterprise:</p> <ul> <li>Coordinate with CRM pipeline management team, Service Line Directors, NCCM/Contact Center and other organizations to operationalize pilots </li><li>Provide reports on success/failure and opportunities to change pilot </li><li>Communicate across all participating entities to ensure pilot and execution is appropriate </li><li>Prepare to disband failed pilots and communicate as needed </li><li>Prepare to expand successful pilots and consider applicability across multiple service lines, engaging with an assigned PM, if appropriate, and owning direction and successful implementation and lessons learned </li></ul> <p>What qualifications you will need:</p> <ul> <li>Bachelor's degree or equivalent experience required </li><li>3 or more years of experience with managing transformational products, ideas or initiatives to successful adoption, preferably in healthcare clinical operations or information systems-oriented environments </li><li>At least 2 years of the experience in a healthcare environment preferred </li><li>Experience working with ITG, program development, implementation, etc. </li></ul> <p>HCA Healthcare has been recognized as one of the World's Most Ethical Companies by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated 3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.</p> <p>"Good people beget good people."- Dr. Thomas Frist, Sr.</p> <p>HCA Healthcare Co-Founder</p> <p>We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.</p>