Customer Relationship Management

Colleen leads VUMC IT's Relationship Management team, a team
dedicated to building trusted relationships with VUMC stakeholders through
transparency, expert communications, and issue resolution. The Relationship Management team focuses in four core areas:

• Administrative department/ Non-Clinical Applications
• Outreach and acquisitions
• Enterprise applications, Vendor Selections, and Analytics
• Technical Alignment

Together, these areas provide the framework for reciprocal engagements 
between VUMC IT and the greater VUMC community. 

Before joining VUMC IT in 2018, Colleen developed a nationwide IT audit
preparation program for a 79-hospital network after having led both at 
the local and regional levels. Prior to that, Colleen established her career 
at VUMC as an electronic medical records project manager, advancing to
IT Manager overseeing the go-live and day-to-day support for VUMC's first
outpatient satellite facility (One Hundred Oaks), and managed service 
delivery of telecom and desktop support services for the medical center. 

Colleen has a Bachelor of Science from Vanderbilt University and an MBA 
in Technology Management from University of Phoenix. She is a Business 
Relationship Management Professional through the BRM Institute and 
participates regularly in the Women in Technology of Tennessee organization
as a mentor and repeat presenter.
 

• IT Forum for Independent Service Providers (ISPs)
• Mergers & Acquisitions
• Liaison to clinical areas for guidance and/or navigation of IT processes and procedures
• Management of the ITConnect@vumc.org inbox
• Targeted Project Outreach

• Vendor Selection and Request for Proposal (RFP) process
• Intake and Governance process for applications that will serve the VUMC Enterprise
• Customer Surveys for VUMC IT Help Desk tickets

• Non-Clinical Applications Governance meeting and process
• Strategic relationships to administrative departments:
  • Human Resources
  • Finance and Treasury
  • Medical Center Development
  • Supply Chain
  • Strategic Marketing
  • Medical Center Administration
  • Office of Faculty Affairs
  • Office of Legal Affairs
  • Risk Management
  • Health & Wellness

• Application Transition process
• VUMC IT Infrastructure Governance
• Liaison for VUMC IT and VEC Internal Request
• Desktop Governance
• Liaison for all Office of Research requests
• Market and internal application searches to help determine if in-house solutions can be explored before performing vendor searches