Customer Relationship Management (CRM) Specialist

Ardent Health Services (AHS) is a national health care services company headquartered in Nashville, TN. Through its subsidiaries, Ardent owns and operates nearly 200 sites of care. Our subsidiaries own and operate hospitals and multispecialty physician practices in six states. Ardent includes 30 hospitals, 4,423 patient beds, 23,000 employees, and 1,700 employed physicians. Within the industry, we are noted for recognizing that every hospital is as unique as the community it serves. This in-depth understanding of how health care works at the local level is one of our great strengths.

POSITTION SUMMARY

The Customer Relationship Management (CRM) Specialist seeks to optimize patient acquisition and retention through Ardent's CRM platform and marketing automation tools. This role will have oversight of the initial deployment and maintenance of a CRM database, analytical insights, audience targeting and segmentation, and marketing automation (email and SMS).

• Set up of new CRM platform and facilitating integration with other required platforms such as call center and email/sms messaging platforms, in coordination with IT
• Maintain and update CRM systems, ensuring that all customer information is accurate, complete, and up-to-date.
• Analyze customer data to identify trends, behaviors, and opportunities for targeted marketing campaigns or enhanced customer service strategies. Generate reports to present findings to stakeholders.
• Develop, execute, and monitor marketing campaigns within the CRM system, including email marketing, SMS, lead nurturing, and customer onboarding campaigns.
• Create and manage customer segments based on behavioral, demographic, and transactional data to personalize communication and marketing efforts.
• Identify and implement improvements to customer relationship processes, enhancing operational efficiency and customer satisfaction.
• Provide ongoing collaboration and support to team members or cross-department teams utilizing, optimizing or supporting the CRM system.
• Collect and analyze internal and external feedback, using insights to make recommendations for service improvements and system enhancements.
• Ensure customer data is handled in compliance with relevant regulations and company policies, including GDPR and other data protection laws.

Education & Experience:

• Bachelor's degree in business, information technology, computer science, marketing, or 3 + years of business CRM experience.
• 1+ year experience with CRM and marketing automation platforms, database management, data analysis, report creation, and Microsoft O365.
• 2+ years of healthcare experience and CRM and marketing automation, preferred.

Knowledge, Skills & Abilities:

• Ability to analyze large datasets to extract actionable insights and trends. Proficiency in using data analysis tools and techniques is crucial.
• Attention to detail to ensure the accuracy and completeness of customer data, as well as monitoring the effectiveness of campaigns and processes.
• Identifying issues within CRM processes and systems, and developing effective solutions to address them.
• Ability to communicate findings and recommendations clearly to various stakeholders, including technical and non-technical team members.
• Strong organizational skills and the ability to manage multiple projects simultaneously, ensuring timely completion and implementation.
• Understanding customer needs and behaviors to enhance customer engagement and satisfaction.
• Ability to work collaboratively within teams, provide training, and support to CRM users across the organization.
• Ability to stay informed about the latest CRM technologies and industry best practices to continuously improve processes and tools.
• Understanding of CRM platforms (e.g., MS Dynamics, Klaviyo, Salesforce, HubSpot, Zoho CRM, etc.) and proficiency in using these tools to manage customer data and workflows.