Customer Relationship Management Jobs in Florida

Position Summary

Status: Full Time
Location: New Lakeland Highlands Hospital

At Orlando Health, we are ordinary people with extraordinary individuality, working together to bring help, healing and hope to those we serve. By daily embodying our over 100-year legacy, we reinforce our reputation as a trusted and respected healthcare organization that delivers professional and compassionate care to our patients, families and communities. Through our award-winning hospitals and ERs, specialty institutes, urgent care centers, primary care practices and outpatient facilities, our 27,000+ team members serve communities that span Florida’s east to west coasts and beyond.

ORLANDO HEALTH - BENEFITS & PERKS:

Forbes Recognizes Orlando Health as a Best-In-State Employer

Forbes has named Orlando Health as one of America's Best-In-State Employers for 2024. Orlando Health is the top healthcare organization in the Metro Orlando area to make the prestigious list. "We are proud to be named once again as a best place to work," said Karen Frenier, VP (HR). "This achievement reflects our positive culture and efforts to ensure that all team members feel respected, supported and valued."

Employee-centric

Orlando Health has been selected as one of the “Best Places to Work in Healthcare” by Modern Healthcare.

Position Summary

The Manager for Business Relationship Management (BRM) is the IT liaison between business leadership and IT. The Manager will lead team members directly and indirectly to deliver IT solutions across all IT functions. This role requires a broad and flexible skill set that includes good leadership, communication, effective organization, excellent customer service via collaboration and partnership, business process and IT system knowledge.

Responsibilities

Essential Functions

- Manages and leads teams to achieve organizational goals.
- Acts as a technology solution delivery leader and change agent, working with (depending on assignment), either ERP and Corporate Services business leaders to align with strategic imperatives; working in a multi-facility healthcare system; serving in a healthcare quality/process improvement function.
- Aligns with governance processes and work efforts with key stakeholders in the business and IT to ensure effective prioritization of initiatives.
- Recruits, develops, retains and inspires a talented team of IT specialists in all required disciplines.
- Encourages staff empowerment, maintains an open door and fosters cross-team and department collaboration.
- Builds and maintains relationships with all IT functions to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.
- Mentors team members to constantly improve their capabilities and performance.
- Addresses staff related concerns and issues in a timely and consistent manner.
- Manages technical resource capacity and allocation.
- Prepares cost analysis, budget plans and proposals as needed.
- Monitors and provides oversight and hands-on guidance when needed, to resolve escalated IT issues.
- Ensures visibility of issue resolution and mitigation plans and status to all stakeholders.
- Provides analysis and evaluation of systems, processes, and workflow to ensure achievement of positive patient outcomes.
- Communicates decisions, priorities and relevant project information to staff regarding services requests, projects and initiatives.
- Advises on the implementation or support of products and solutions that align to strategic and tactical business requirements and goals.
- Partners managers and subject matter experts to translate needs to functional requirements, then subsequently to technical requirements and specifications.
- Ensures that BRM team members provide an effective level of business and technical support to assist both the IT Operations and IT Products team in effectively supporting and maintaining mission critical information systems.
- Effectively participates in the Demand Management process for new business requests. Collaborates with stakeholders, for example, to develop business cases, SBARs, proformas, project charters.
- Assists stakeholders by guiding initiatives through the defined phases of managerial assessment and approval, project oversight and IT Governance matters.
- Provides complex analysis and evaluation of systems, processes and workflows to ensure corporate system needs are met in a cost effective and timely manner.
- Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
- Maintains compliance with all Orlando Health policies and procedures.

Other Related Functions

- The IT Manager manages activities related to and in compliance with HIPAA and privacy regulations.
- Maintains current knowledge of Data Privacy including HIPAA, PII and PCI Compliance and confidentiality standards to ensure both vendor and internally developed software are compliant.

Qualifications

Education/Training

Bachelor’s degree in a related field of study. Five (5) years of directly related work experience may also substitute for the Bachelors’ degree (in addition to the requirements listed in the Experience section). Strong inter-personal and written communication skills.

Licensure/Certification

None.

Experience

- Three (3) years of leadership experience.
- A minimum of five (5) years of information technology experience, including (depending on assignment) a minimum of three (3) years of one of the following:
- IT experience working in a multi-facility healthcare system.
- Experience serving ERP and/or other Corporate Services business functions information and technology needs.
- Experience service in a healthcare quality/process improvement function or related role.