Epic CRM Program Lead for Enterprise Contact Center

Stanford Health Care; Newark (CA); On-site; USD 142,000 - 189,000; Full time

Job summary

Stanford Health Care seeks an experienced Program Manager to lead the Epic CRM initiative within its Enterprise Contact Center ecosystem. You will own taxonomy, governance, and data models guiding patient interactions across multiple channels.

The role requires deep expertise in Epic CRM, CRM workflows, and knowledge management integration, with attention to operational readiness and cross-team collaboration.

Qualifications

• 7+ years in healthcare IT, contact center operations, or healthcare business operations.
• Experience with Epic CRM, Contact Hub, or scheduling workflows from a governance/ops perspective.
• Familiar with omnichannel platforms and CRM taxonomy design.
• Ability to translate business requirements into CRM standards and governance.

Responsibilities

• Owns the Epic CRM program, taxonomy, standards, and governance across ECC and non-ECC teams.
• Define CRM standards and naming conventions; ensure consistent application across environments.
• Own the CRM data model with dispositions, categories, and hierarchies for patient interactions.
• Lead Epic Contact Hub workflows and ensure alignment with omnichannel capabilities.
• Oversee UAT for CRM workflow changes and coordinate testing activities with Epic/TDS teams.
• Govern content alignment between CRM taxonomy and Panviva knowledge base; maintain KB mappings.

Skills

Epic CRM

CRM governance

Workflow design

UAT testing

Panviva KB

CTI integration

Omnichannel platforms

Education

Bachelor's degree

Master’s degree preferred

Tools

Epic CRM

Panviva

CTI integration

Job description

Stanford Health Care seeks an experienced Program Manager to lead the Epic CRM initiative within its Enterprise Contact Center ecosystem. You will own taxonomy, governance, and data models guiding patient interactions across multiple channels.

The role requires deep expertise in Epic CRM, CRM workflows, and knowledge management integration, with attention to operational readiness and cross-team collaboration.