Business Relationship Manager 2

The St. Charles IS&T Business Relationship Manager 2 is an intermediate level account management role that ensures IS&T initiatives are executed, communicated, elements of the assigned projects are documented, and updated to maintain an accurate record of project activities. This position primarily provides customer support and account management to assigned St. Charles departments and on occasion SCHS affiliates, supporting the working relationship between the IS&T department, and SCHS business lines. The IS&T Business Relationship Manager 2 fosters and creates an inviting customer experience relationship within their assigned region to proactively drive IS&T initiatives and identify areas of improvement. The IS&T Business Relationship Manager 2 prioritizes tasks, documents risk & issues, manages project schedule, and milestones to successfully deliver quality project outcomes on time, within budget, and according to scope.

This position does not manage other caregivers.

Essential Functions And Duties

Customer Relationship Management:

• Facilitates account management activities for internal St. Charles IS&T business partners.
• Communicates organizational updates, timelines, and works to ensure assigned region’s projects are within IS&T timelines.
• First point of escalation for leadership of SCHS.
• Develops, maintains, and collects standard toolsets for contracting, cost and invoicing process.
• Supports effective participation of SCHS partners in all levels of governance.
• Builds and maintains the portfolio of all third-party vendors and engages with vendors to manage contractual relationships and price bases.
• Supports the working relationship between SCHS operations, IT, and Epic. Manages inputs and feedback to continually measure and improve customer satisfaction.
• Monitors and documents overall program performance, captures and collates key performance indicator metrics and benchmarking to gauge program success and identify opportunities for improvement.
• Coordinates improvements to be in alignment with planned upgrades.
• Creates statement of works for additional services for SCHS partners.
• Ensures all deliverables and responsibilities are fulfilled for statement of work.
• Monitors ticket dashboards for each customer to gain a holistic understanding of the breadth of IT work.
• Proactively advise on technology options and innovation for assigned area of business.
  
  

Project Coordination

• Serves as a resource for their assigned areas to proactively identify projects and coordinate these projects to coincide with planned upgrades.
• Leads the planning and implementation of multiple mid to large-size projects, and multiorganizational.
• Manages project scope, goals, deliverables, tasks, and resource requirements; assembles and coordinates project staff, plans and schedules timelines, tracks progress using appropriate tools, and provides ongoing support to the team while regularly reporting updates to all impacted parties.
• Manages project budget.
  
  

Service Delivery And Value Creation

• Ensures IT services are delivered effectively and meet agreed-upon service levels.
• Manages stakeholders’ sentiment and ensures successful adoption of IT services.
• Rounds regularly with their assigned customers and lines of business.
• Initiates the IT Intake process for assigned business areas and keeps key stakeholders apprised of the intake process for their assigned business areas.
• Elaborates business cases and defines the realization of business-partner value.
  
  

Change Management And Communication

• Develops a common change strategy for IT projects to ensure successful user adoption.
• Manages the flow of information, updates, and change management initiatives between IT and assigned lines of business stakeholders, communicating change management initiatives.
• Socializes realistic IT roadmaps for assigned business areas.
  
  

St. Charles Health System’s Professional Expectations

• Collaborates with teams to review processes and identify/implement opportunities for improvements, applying Value Improvement Practice concepts and tools.
• Conducts all activities with the highest standards of professionalism and confidentiality. Complies with all applicable laws, regulations, policies, and procedures, supporting the organization’s corporate integrity efforts by acting in an ethical and appropriate manner, reporting known or suspected violation of applicable rules, and cooperating fully with all organizational investigations and proceedings.
• Supports the vision, mission, and values of the organization in all respects.
• Supports Lean principles of continuous improvement with energy and enthusiasm, functioning as a champion of change.
• Provides and maintains a safe environment for caregivers, patients, and guests.
• May perform additional duties of similar complexity within the organization, as required or assigned.
  
  

Education

Required: Bachelor’s degree in Business, Communications, Public Relations; or equivalent combination of education and experience.

Preferred: N/A

Licensure/Certification/Registration

Required: N/A

Preferred: ITILv4, Certified Associate Project Management (CAPM®), Business Relationship Management Professional (BRMP®, Certified Business Relationship Manager (CBRM®), Epic certification, Lean certificate, administrative professional certificate.

Experience

Required: Must have a minimum of two years Epic, business relationship, communication, account management, customer relationship, and project coordination experience. Beginner to intermediate knowledge in using industry standard programs such as Microsoft office suite products.

Preferred: Healthcare experience. Information technology experience.