CRM Program Manager

• 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.

• 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.

• 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.

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

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

• 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.

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.