CRM Administrator

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Entity: Corporate Services

Department: Customer Engagement Marketing Analytics

Location: 3535 Market Street, remote

Hours: M-F, 8 hr days

Summary:

Penn Medicine's Customer Analytics and Marketing Technology Solutions Team works to develop data-driven insights, and advise on, create, and maintain integrated experiences built on leading edge technologies. Partnering with our Digital and Marketing Strategy functions, we provide a vast array of skills and work collaboratively to enable best-in-class patient and provider experiences.

The CRM Administrator is responsible for maintaining Penn Medicine's CRM platform by solving day to day end user issues and making platform enhancements. In addition to providing daily support to end users, the Salesforce CRM Administrator will be part of a team that collaborates and contributes to larger projects for our end user groups, by designing solutions that meet emerging business needs. These end user groups and stakeholders are diverse and include: Marketing Contact Center, Referral Development, VIP and International Services, Physician Recruitment, Business Development, and several clinical departments.

This role will be responsible for documentation and deployment of new data sets, field placement and general platform QA, ensuring the platform works seamlessly across the organization and captures all required information at key points in the customer life cycle. The CRM Administrator reports directly to the Sr. Manager CRM Platform, and sits within an expanding team responsible for the CRM technology at the health system.

Responsibilities:

PLATFORM ADMINISTRATION

• The CRM Administrator will be responsible for broad platform support inclusive of:
• Object management, custom fields, page layouts, lightning pages, lightning actions
• User set up and management, new user account creation, profile management, permission sets
• Platform automation, workflows, process builder, flows, validation rules
• Reports and dashboards, email alerts, ticketing system
• Logging and tracking identified system problems through resolution utilizing ticketing system and working with Sr. Manager CRM Platform to prioritize requests

PLATFORM GROWTH

• Partnering with CRM management team, conducting business requirements gathering with various end user groups
• Support with the design and development of end-to-end solutions as new expansion opportunities in the platform emerge
• Support stabilization of platform integrations as new data sets are built out based on business needs

PROFESSIONAL DEVELOPMENT

• Stays abreast of health care, marketing, and technology-related issues to serve as a knowledgeable leader and system resource
• Maintains skill levels in technology tools required to perform job requirements
• Propose new methods for utilizing marketing technology platforms, incorporating best practices from high performing organizations, and staying current on the competitive health care landscape
  
  
• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
• Other duties as assigned to support the unit, department, entity, and health system organization

Education or Equivalent Experience:

• Bachelor's degree is required.
• 3+ years of working in related field is required.
• 1+ years of working with Salesforce is required.
• 1+ years of previous experience in a healthcare organization is preferred.
• Salesforce Admin Certification (of may be obtained within 6 months of hire) is required.

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.