Customer Relationship Management

The Customer Relationship Management (CRM) team leads high-performing relationship management, support and strategy in tandem with Patient Access Services, Patient Care Center (PCC) and Department leadership. They work with PCCs to share patient access performance measures and establish shared priorities, goals and approaches to better serve a patient’s ability to access care at Vanderbilt. This team drives standardization across all clinics and promotes Best Practices and Standard Operating Procedures.

The Relationship Management team:

  • Builds relationships of trust and credibility
  • Balances and prioritizes shared PCC/PAS Goals
  • Serves as the first point of contact for challenges with and resolutions of access to care
  • Shares best practices across service lines to efficiently recommend and influence change
  • Provides transparent communication to promote understanding of expectations and continuous improvement for the best patient experience
  • Promotes a shared commitment to excellence through acts of service, engagement, quality of work and team building
  • Identifies the customer, differentiating by values and needs, interacting efficiently and effectively, and customizing the experience