Manager, Relationship Management

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The Role

The Relationship Manager (RMM) is primarily responsible for overseeing the Relationship Management team assisting the market leaders with their business and clinical needs and coordinating with appropriate I&T teams to scope solutions to achieve those needs. In addition, the RMM is responsible for fitting the business needs to the enterprise I&T services, designs, and solutions. The RMM is a key liaison between the RM team and Front-line business users, Business Partners, and I&T. The RMM is essential for improving communication between the RM team, market business stakeholders, business partners, and I&T. RMMs should have a good understanding of I&T processes, healthcare, and market/partner business processes while also working to identify opportunities for improvement, automation, and increased effectiveness. 

Key Responsibilities

The Relationship Management Manager will be responsible for, but not limited to:

Relationship Management

• Collaborates with the I&T Team, I&T leaders, and market business partners to implement and support application and technology solutions that support the clinical and business functions of the organization.
• Assist in implementing specific projects, either sponsored by I&T or the market. Facilitate needed escalations to remove barriers to progress and communicate needs to direct managers. 
• Establishes key relationships with market and business partner executives and operational leaders, physicians, as well as influential staff members within the market. Maintains high moral and ethical leadership principles.
• Demonstrates conflict management skills by reacting promptly and effectively following organizational policies. Facilitates team engagement to resolve conflicts.
• Develop relationships with the market executive stakeholders to ensure that these key stakeholders are actively engaged in technology planning and implementation.
• Oversees team staffing, time off, and necessary coverage to ensure work continues and leaders have a point of contact. 
• Facilitates, leads, and participates in department committees and other requested meetings. Responsible for meeting with market leaders regularly to provide project updates and collect market initiatives and priorities. Regularly participates in requested facility and market-level Business Functional Committee meetings.
• Effectively coordinates and communicates I&T priorities within the market and/or Connect Partner they serve.
• Performs rounds within facilities in conjunction with the assigned RM team member to validate engagement, prioritization, and team participation.
• Works in conjunction with the Office of the CIO to align on I&T market priorities.

Skills and Experience

• Knowledge of healthcare operations and processes including healthcare topography (acute hospitals, ambulatory diagnostic centers, physician practices, and freestanding healthcare delivery centers).
• Excellent presentation, time management, and collaborating skills.
• Knowledge of information technology principles and processes.
• Excellent analytical, planning, organizational, and technical skills.
• Excellent written and verbal communication skills. Experience delivering presentations to senior-level executives and technical audiences.
•  Leads teams and facilitates necessary change management, conflict resolution, and team engagements to build and promote a dynamic team. 
• Ability to take initiative, use sound judgment, make independent decisions, and work with tight deadlines.
• Exhibits a willingness to explore new ideas, identify improvement opportunities, and develop ways to meet demands, while understanding the financial implications of implementing changes. 
• Is a continuous, life-long learner who regularly invests their time and efforts in enhancing their healthcare business and technology knowledgebase.

Minimum Years of Experience

• 4+ Leadership/Management experience preferred.
• 7+ years in IT Services Industry/Healthcare
• Bachelor's information technology, healthcare field, or related experience

Other Knowledge, Skills and Abilities Required

• Proficient in Microsoft Office Suite
• Ability to join calls for escalations or major incidents after hours and on weekends

Additional details

• Travel up to 20% of the time.