CRM Program Manager

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Day - 08 Hour (United States of America)

This is a Stanford Health Care job.

A Brief Overview
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.

Locations
Stanford Health Care

What you will do

• 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 automatically.
• Identifies and remediates content drift: cases where CRM workflow changes have made knowledge base articles stale, or where new knowledge base content requires corresponding CRM taxonomy updates.
• Supports the transition from Panviva to any future knowledge management platform (e.g., CXone Expert, Genesys Knowledge) by ensuring CRM-to-KB mappings are documented and portable.
• Governance, Intake & Change Management
• Oversees CRM governance, intake, prioritization, and change review to ensure CRM changes are vetted against standards and evaluated for impact to routing logic, reporting, Contact Hub workflows, knowledge base dependencies, and integrations.
• Partners with Epic, TDS, operations, PMO, and other stakeholders to evaluate CRM-related requests, define business requirements, and assess downstream impact prior to implementation.
• Establishes a CRM change advisory process: no CRM taxonomy or workflow change goes to production without documented impact assessment covering routing, reporting, KB alignment, and agent experience.
• Owns the end-to-end operational change management for omnichannel CTI and Epic CRM rollout, ensuring workflows, documentation standards, staff readiness, and adoption are implemented in a coordinated manner.
• Develops and delivers CRM-specific training for new agents, supervisors, and operational leads — not just how to use the system, but why the taxonomy matters and how their inputs drive downstream reporting and patient experience.
• Reporting & Data Integrity
• Drives CRM reporting maturity by partnering on reporting standards, data integrity, and sustainable reporting structures to support operational insights and decision-making.
• Defines and monitors CRM data quality metrics: disposition completion rates, categorization accuracy, decision tree completion rates, and follow-up action closure rates.
• Partners with the Reporting/BI Analyst to design CRM-sourced dashboards that give operations leaders visibility into contact patterns, resolution rates, escalation trends, and agent workflow efficiency.
• Identifies and resolves systemic data quality issues — e.g., high volumes of “Other” or “Miscellaneous” dispositions that indicate taxonomy gaps or training deficits.
• Omnichannel Readiness & Platform Integration
• Serves as the CRM subject matter expert for the omnichannel platform migration, ensuring that CRM taxonomy, workflows, and decision trees are compatible with the new platform’s CTI integration, screen pop design, and agent desktop.
• Partners with the Solution Architect and Integration Engineers to define how CRM data flows between Epic and the omnichannel platform — which fields populate the screen pop, which dispositions write back to Epic, and which events trigger CRM workflow updates.
• Evaluates how new omnichannel capabilities (chat, SMS, email, voicebot) impact the CRM taxonomy — ensuring that digital channel contacts are classified consistently with voice contacts and that reporting integrity is maintained across channels.
• Contributes to the platform product roadmap by identifying CRM-driven enhancement opportunities: new disposition codes for emerging contact types, decision tree refinements based on contact pattern analysis, and workflow optimizations based on agent feedback.

Education Qualifications

• Bachelor’s degree in a work-related field from an accredited college or university is required
• Master’s in Health Informatics, Healthcare Administration, or Information Systems is preferred.

Experience Qualifications

• 7+ years of experience in healthcare IT, contact center operations, or healthcare business operations, with demonstrated working knowledge of Epic CRM, Contact Hub, or scheduling workflows from a business governance or operations perspective.
• Preferred experience: o Experience with Master Data Management principles, data normalization, and CRM taxonomy design o Experience with omnichannel contact center platforms (NICE CXone, Genesys Cloud, or equivalent) and their Epic integration models (SpinSci, Health CX, or native CTI). o Experience with Panviva or similar knowledge management platforms in a healthcare contact center environment. o Familiarity with contact center reporting tools and metrics (AHT, FCR, disposition analysis, contact categorization accuracy). o Experience in an academic medical center or multi-entity health system with complex scheduling and referral workflows. o Experience leading Epic CRM build or optimization projects through the full lifecycle: requirements, design, build, test, train, go-live, and post-live optimization.

Required Knowledge, Skills and Abilities

• Working knowledge of Epic Contact Hub and CRM workflows from a business operations perspective; Epic certification not required. Familiarity with how Epic CRM data structures support routing logic, reporting, and agent navigation is expected.
• Demonstrated experience building and maintaining CRM taxonomy, governance frameworks, and workflow standards in a multi-site or multi-specialty healthcare environment.
• Strong understanding of knowledge base management principles and experience integrating KB content (Panviva, KMS, or equivalent) with CRM workflows.
• Experience with contact center operations: understanding of ACD routing logic, disposition coding, agent workflows, and how CRM data drives operational reporting.
• Proven ability to manage change in a complex stakeholder environment — partnering with clinical operations, IT, training, and vendor teams to implement workflow changes without disrupting patient-facing operations.
• Excellent analytical skills: ability to identify data quality issues, trace reporting discrepancies to their root cause in CRM configuration, and design sustainable fixes.
• Strong documentation and communication skills: ability to write CRM standards, governance procedures, and training materials that non-technical operational staff can follow.

Licenses and Certifications

• PMP - Project Mgmt Professional preferred . or
• CAPM - Certified Associate In Project Mgmt preferred .

These principles apply to ALL employees:

SHC Commitment to Providing an Exceptional Patient & Family Experience

Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

You will do this by executing against our three experience pillars, from the patient and family’s perspective:

• Know Me: Anticipate my needs and status to deliver effective care
• Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health
• Coordinate for Me: Own the complexity of my care through coordination

Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

Base Pay Scale: Generally starting at $68.52 - $90.78 per hour

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.