Now Hiring - HCA Healthcare - Senior Director CRM Business Development in Nashville, TN

Introduction

Do you want to join an organization that invests in you as a Senior Director CRM Business Development? At HCA, you come first. HCA Healthcare has committed up to $300 million in programs to support our incredible team members over the course of three years.

Benefits

At HCA, we want to ensure your needs are met. We offer eligible colleagues an attractive benefit package that includes medical, wellbeing, dental and vision benefits along with some unique benefits including:

• Medical, Dental, Vision, Life Insurance and Flexible Spending
• Paid Time Off (PTO) and Personal Leave
• 401K (100% annual match - 3% to 9% of pay based on years of service)
• Academic Assistance and Reimbursements for Tuition and Student Loans
• Employee Discounts including Tickets, Retail, Mental Health Apps, Education Apps, Identity Theft Protection etc.
• Home, Auto, and Pet Insurance
• Employee Stock Purchase Program (ESPP)
• Short Term & Long Term Disability coverage
• Adoption Assistance
• Legal Benefits and lots more!

Learn more about Employee Benefits

You contribute to our success. Every role has an impact on our patients’ lives and you have the opportunity to make a difference. We are looking for a dedicated Senior Director CRM Business Development like you to be a part of our team.

Job Summary and Qualifications

As a key executive in the CRM program, the Sr. Director is responsible for ensuring CRM strategies are deployed and supported for optimal outcomes. The Sr. Director will be a primary contact for CRM strategic consultation and relationships within all HCA Healthcare Divisions and facilities. The candidate will be charged with understanding the execution of the CRM agenda and contextualizing it in relation to other HCA initiatives so that it is understood by CRM’s Internal HCA customers in a manner that is actionable. Partners with CRM Deployment team for planning and managing the flow within the CRM portfolio of projects such that execution of new initiatives are successfully launched and transferred to CRM operations.

A key responsibility of this position is to transform the way consumers and patients connect with HCA Healthcare through CRM digital channels and contact center interfaces. As the interface between patients, physicians, various healthcare access points and health systems evolves there is a need for care continuity principles to be applied in this new era in which consumerism is a key driver for the evolution of how healthcare services are accessed and utilized. This role is key to connecting HCA Healthcare marketing, strategy, business development and consumerism to appropriate patient care connectivity for all aspects of the CRM platform which includes both digital and contact center services.

The candidate should have strong communication, prioritization, and organizational skills, as well as be comfortable multi-tasking within variable work streams with various customers. Ability to learn on the fly in an effort to understand the diverse constituencies and navigate the organizational challenges is a requirement. This includes being politically and organizationally savvy such that they have the ability to communicate and influence across a wide range of audiences and customer sets. The candidate should have powerful Influence Skills and be highly self-aware. He/she must be internally driven and motivated; as well as agenda focused at all times and keeping themselves and the team on track of the organizational intent. The candidate must be able to manage high levels of stress with a calm, collective and professional demeanor at all times. He/she should be humble and team oriented; demonstrating a servant-leadership style and approach. The ideal candidate will be expected to advance CRM agenda in a positive atmosphere of growth, collaboration, and learning; acting as a strategic advisor, consultant and collaborative decision-maker. They are focused completely on CRM’s Customer Groups and they are a vigilant advocate for their needs and ideas; building an evangelical coalition on behalf of the customer.

What you will do in this role:

• Leads CRM strategic consultation and manages the CRM Strategy Execution Agenda with all HCA Healthcare Divisions and Facilities.
• Responsible for the creation and facilitation of Division CRM monthly operational review (MOR) meetings to demonstrate performance, identify issues and opportunities, provide consistent messaging and create an environment of positive change, movement, and strategic planning and innovation.
• Oversight of business elements and implications of CRM activity across the company. Aligns or escalates as appropriate to ensure consumer and patient needs are always met. Keeps the patient in mind as a key customer at all times. Is a veracious patient advocate.
• Responsible for collaboratively creating Marketing Strategy for the CRM Initiative and HCA’s Consumerism Platform. The core of HCA’s effort to effectively manage the continuum of care for all its patients.
• Works closely with NCCM Operations and Service Lines to establish agreements and SLA’s as needed.
• In partnership with CRM leadership, leads change management activity to ensure business processes across all areas are involved and prepared for new initiatives.
• Directs activity within an organization aligned across regions (Matrix Organization) and a variety of CRM-related products.
• Assists HCA Healthcare Divisions and Facilities with strategic plans to ensure CRM best practices are deployed and KPI tracking is in place. Assists AVP of CRM Field Deployment in defining strategic focus for tactical deployment of associated initiatives.
• Establishes customer feedback forums and will escalate CRM operational issues as they become apparent.
• Serve as the Acquisition and Divestiture Marketing & Corporate Affairs business owner on division acquisitions and divestitures; provides leadership and oversight imparting best practices to effectively execute transactions in accordance with MCA standards
• Perform other related duties and assignments as required and as assigned by senior leadership.

What qualifications you will need:

• Bachelor's degree is required
• Minimum of 5 years of experience in marketing/business development experience within healthcare.
• Extensive knowledge of CRM strategies, operations and success metrics.
• Has the ability to influence across HCA’s Matrix Structure to assure that best practices are not only identified but executed.
• Has the ability to craft a vision for the CRM Services within assigned business units that is compelling and powerful.
• Is extremely collaborative in approaching tasks. Understands the value of teaming and coordinating across the CRM team.
• Communicates in a way that compels others to follow. Is able to interface across the organizational spectrum.
• Must possess extremely good judgment and tact in handling routine and unexpected interactions with both Corporate Business Unit and Division leadership teams in order to provide excellent customer service

HCA Healthcare has been recognized as one of the World’s Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

"Good people beget good people."- Dr. Thomas Frist, Sr.
HCA Healthcare Co-Founder

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.