Epic crm program manager

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Day - 08 Hour (United States of America)

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.

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.

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.

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.

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.

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.

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.

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.

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.

Licenses and Certifications

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

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.