Principal Relationship Manager (Operating Room Support) – Local Only

Vanderbilt University Medical Center

Job Location:

Nashville, IN - USA

Monthly Salary: Not Disclosed

Posted on: 2 days ago

Vacancies: 1 Vacancy

Job Summary

Discover Vanderbilt University Medical Center: Located in Nashville Tennessee and operating at a global crossroads of teaching discovery and patient care VUMC is a community ofindividuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued your knowledge expanded and your abilities challenged. Vanderbilt Health is committed to an environment where everyone has the chance to thrive and where your uniquenessis sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilts mission is to advance health and wellness through preeminent programs in patient care education and research.

Organization:

VUMC IT Support Services Relationship Management

Job Summary:

The Principal Relationship Manager strengthens VUMC IT Support Services by serving as the strategic liaison between OR clinical teams IT and vendor partners. This role elevates communication accelerates issue resolution and enhances the daily experience of OR clinicians through proactive relationship management technical awareness and structured support processes.

In addition the Principal Relationship Manager provides leadership and oversight to the Senior Relationship Managers offering coaching guidance and performance feedback to ensure consistent high quality engagement and service delivery across all OR support relationships.

Key Responsibilities:

Communications

Serve as the primary advocate for OR clinical staff and maintain strong relationships with end users and vendors to improve communication and service value.
Build strategic partnerships with OR leadership to align IT services with operational needs.
Communicate vendor support activities and use data (ITSM Excel PowerBI) to guide rounding and identify priorities.

Issue Management

Act as the single point of contact for OR escalations ensuring timely resolution and adherence to quality standards.
Manage customer satisfaction by addressing feedback and co-owning vendor performance.

Process Improvement

Coordinate field services resolve complex technical issues and support new hardware/software deployments.
Lead rounding efforts as the SME for customer communication data insights and satisfaction.
Train staff optimize workflows resolve data issues and identify opportunities using operational dashboards.

Team Interaction

Supervise Sr. Relationship Managers providing coaching and performance feedback.
Serve as a resource to colleagues and contribute to small project teams.
Collaborate with IT program management and vendor services to define reporting requirements and improve service delivery.

Key Functions

Issues Management (50%) Lead OR issue resolution serve as the expert authority and develop organizational best practices.
Communication (35%) Communicate complex OR support needs clearly across IT supply chain and applications; lead communication best practices.
Coordination (15%) Ensure seamless integration of OR hardware workflows and supply chain documentation.

Mission

Serve as the central coordination hub for ITrelated issues affecting OR operations. By rapidly triaging and managing technical problems the Support Services OR Relationship Management Team ensures reliable technology performance that empowers clinicians to focus on patient care.

Goals

Streamline Issue Intake & Resolution: Provide a simple efficient process for OR staff to report and resolve IT technical issues.
Facilitate CrossTeam Coordination: Act as the primary liaison between Perioperative Services and IT teams to ensure accurate routing and ownership of issues.
Improve Communication & Transparency: Deliver timely updates on system changes outages and ticket progress; close the loop on Pegasus tickets.
Enhance OR Technical Reliability: Identify recurring technical problems and partner with IT and vendor teams to stabilize scanning hardware device and workflow performance.
Build Knowledge Resources: Maintain field guides workflows troubleshooting instructions and reporting dashboards specific to the OR environment.
Support HighQuality Customer Experience: Provide hightouch proactive technical support that reduces friction for clinicians and improves overall OR technology performance.

REQUIREMENTS

Bachelors degree is preferred but not required with equivalent experience.

About the Department:

VUMC IT

VUMC IT provides hardware software and service solutions for the entire Medical Center. With over 40000 workstations in the Medical Center our teams can assist not only with hardware support but alsosoftware and application support and services to enhance security and protection of your information.

Position Shift: Days

Our professional administrative functions include critical supporting roles in information technology and informatics finance administration legal and community affairs human resources communications and marketing development facilities and many more.

At our growing health system we support each other and encourage excellence among all who are part of our workforce. High-achieving employees stay at Vanderbilt Health for professional growth appreciation of benefits and a sense of community and purpose.

Core Accountabilities:

Organizational Impact: Delivers projects/assignments that have a direct impact on goals/objectives of the unit/department that the job is in. Problem Solving/ Complexity of work: Conducts extensive analysis of situations or data to resolve numerous complex issues; may involve the input/work of others. Breadth of Knowledge: Has in-depth level of knowledge within a professional area and working knowledge of other areas. Team Interaction: May lead mid-sized projects; coaches and guides team members.

Core Capabilities :

Supporting Colleagues: - Develops Self and Others: Invests time energy and enthusiasm in developing self/others to help improve performance e and gain knowledge in new areas. - Builds and Maintains Relationships: Maintains regular contact with key colleagues and stakeholders using formal and informal opportunities to expand and strengthen relationships. - Communicates Effectively: Recognizes group interactions and modifies ones own communication style to suit different situations and audiences. Delivering Excellent Service: - Serves Others with Compassion: Seeks to understand current and future needs of relevant stakeholders and customizes services to better address them.- Solves Complex Problems: Approaches problems from different angles; Identifies new possibilities to interpret opportunities and develop concrete solutions. - Offers Meaningful Advice and Support: Provides ongoing support and coaching in a constructive manner to increase employees effectiveness. Ensuring High Quality: - Performs Excellent Work: Engages regularly in formal and informal dialogue about quality; directly addresses quality issues promptly. - Ensures Continuous Improvement: Applies various learning experiences by looking beyond symptoms to uncover underlying causes of problems and identifies ways to resolve them. - Fulfills Safety and Regulatory Requirements: Understands all aspects of providing a safe environment and performs routine safety checks to prevent safety hazards from occurring. Managing Resources Effectively: - Demonstrates Accountability: Demonstrates a sense of ownership focusing on and driving critical issues to closure.- Stewards Organizational Resources: Applies understanding of the departmental work to effectively manage resources for a department/area. - Makes Data Driven Decisions: Demonstrates strong understanding of the information or data to identify and elevate opportunities. Fostering Innovation: - Generates New Ideas: Proactively identifies new ideas/opportunities from multiple sources or methods to improve processes beyond conventional approaches. - Applies Technology: Demonstrates an enthusiasm for learning new technologies tools and procedures to address short-term challenges. - Adapts to Change: Views difficult situations and/or problems as opportunities for improvement; actively embraces change instead of emphasizing negative elements.

Position Qualifications:

Responsibilities:

Certifications:

Work Experience:

Relevant Work Experience

Experience Level:

5 years

Education:

Bachelors

Vanderbilt Health is committed tofosteringan environment where everyone has the chance to thrive and is committed to the principles of equal opportunity. EOE/Vets/Disabled.

Required Experience:

Manager

Discover Vanderbilt University Medical Center: Located in Nashville Tennessee and operating at a global crossroads of teaching discovery and patient care VUMC is a community ofindividuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be ...