CRM Program Manager
Core
Owns the Epic CRM program for the enterprise contact center ecosystem, defining taxonomy, standards, governance, and operational workflows for patient contact categorization and routing.
Role type
Senior Program Manager (Healthcare IT/Contact Center)
Builds
Epic CRM taxonomy, standards framework, agent-facing workflows, and omnichannel CTI integrations
Domain
Healthcare / Contact Center Operations / Epic Systems
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Epic CRM/Contact Hub expertise, healthcare business operations, workflow design, UAT leadership, data governance, change management, reporting standards, omnichannel platform integration
Preferred skills
Master Data Management principles, omnichannel contact center platforms (NICE CXone, Genesys Cloud), Panviva knowledge management, contact center metrics analysis
Technologies
Epic, Panviva, NICE CXone, Genesys Cloud, SpinSci, Health CX
Responsibilities
Define and enforce CRM taxonomy and standards; lead UAT for workflow changes; optimize agent-facing workflows; manage CRM governance and change intake; drive reporting maturity and data quality; support omnichannel platform migration
Seniority
Senior, hands-on IC