CRM Systems Administrator

About Us:

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

Mass General Brigham (MGB) Global Patient Services (GPS) represents the new systemwide initiative to provide leading clinical care to patients from around the country and around the world. This exciting business combines a broad existing set of capabilities from the academic medical centers and specialty hospitals within the Mass General Brigham system with a significant investment program to take the business to the next level by developing and enhancing the platform and driving broad-based growth in the business.

The GPS CRM admin will be responsible for managing and maintaining the GPS Salesforce organization at MGB. This role involves a range of work to ensure the GPS Salesforce organization is effectively utilized to support GPS sales, marketing, customer service, and other business functions. Key responsibilities include but are not limited to: Salesforce configuration and refinement (based on user/stakeholder feedback), user management, data management, integration work (e.g., Epic, Atlas, etc), reporting and dashboard development, training, security and privacy management, process automation, support and maintenance tasks, change management, and documentation. Finally, this role will interface closely with many MGB Digital teams such as the larger MGB Salesforce, Integration, Virtual Care, and Epic teams.

Principal Duties and Responsibilities:

• Coordinate with other teams to develop system enhancements/functionality, and provide day-to-day project management for application-related initiatives

• Responsible for Declarative "Point and Click" configuration of Page Layouts, Field creation and record types.

• Define & assign user rights and privileges within the database/CRM system

• User Management: Manage all aspects of User and License Management, inclusive of new user activation assigning the most appropriate data sharing and permissions, user deactivation and group management. Routinely review System Audit and Event Monitoring Logs to identify suspicious behavior and/or unnecessary transactions.

• Data Steward: Ensure data entered in CRM is accurately maintained, aggregated and de-identified-providing oversight, monitoring of data entry & updates, and using system checks for duplicate records. Assist with creation of validation rules to enforce data integrity.

• Responsible for global changes, clean ups, system maintenance and database appending procedures

• Identify and implement business process improvements and related system enhancements for functional use, including improving efficiencies through automated routines to perform tasks

• Develop and provide training on core and advanced system functionality for end users, maintaining and furthering the knowledge level of staff around use of the database/CRM system

• Change Management: Authoring CRM Training Manuals and pamphlets focusing on Salesforce CRM functionality. Assist with the growth of Salesforce end user adoption and screen navigation with the use of virtual team conferences and personalized 1:1 custom-tailored training sessions. Create Communication plans articulating system upgrades and new release features.

• Develop queries, selections, reports, and dashboards useful to GPS staff

• Analytics: Creation of reports and Dashboards with the use of OOTB Salesforce features, and the creation of trending analytics with CRM Analytics. Provide high level analysis highlighting the results of each dashboard and predictive analytic allowing GPS Executives to identify trends used for decision making.

• Use/s the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration

Working Conditions:

• Possible local travel to Mass General Brigham sites

• While performing the duties of this job, the employee is frequently required to sit; talk; or hear; use hands to finger; handle; or feel; reach with hands and arms. The employee is occasionally required to stand; walk; and stoop; kneel; or crouch. The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision and depth perception.

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Normal office working conditions. The noise level in the work environment is quiet to moderate.

• Bachelor's degree required

• 3-5 years of experience in Salesforce management

• Proficient in Excel, Word, Powerpoint, Tableau, Salesforce

• Demonstrated experience with data management, manipulation of data sets, statistical analysis, advanced skills in Excel, Tableau and/or other data visualization tools

• A combination of education and experience may be substituted for requirements

• Salesforce Certified Administrator, Salesforce Certified Business Analyst preferred.

• Salesforce Certified Sales Cloud Consultant preferred.

Skills/Abilities/Competencies:

• Very strong organizational and analytical skills

• Skilled in managing and organizing large, complex data sets

• Proven experience in producing high quality data graphics

• Reliable and dependable individual

• Adapts easily to changing demands and needs

• Performance amidst complexity - Ability to perform at a high level in a rapidly changing and ambiguous environment

• Demonstrates exceptional problem-solving skills, both technical and interpersonal

• Possesses excellent written and verbal communication skills

• Proven judgment - knows when and to whom to escalate problems as needed

• Self-starter - functions well independently

• Is a team builder as well as a team member

• Maintains positive attitude and impeccable integrity, with focus on accomplishment of department goals and system's mission