Job Description

You are…

As a member of Accenture’s healthcare team, you’ll be part of a team of health advisory professionals. From rapid deployments to entire transformations, you’ll deliver leading edge Customer Engagement strategy and operations capabilities to our healthcare clients.

As a Health Customer Engagement Manager, your primary responsibilities will include:

• Leading project workstreams in Customer Experience Transformation projects, ranging from business transformation to technology design and implementation.
• Coaching junior team members in the development of deliverables, use of key methodologies/tools, and management of client expectations/relationships.
• Managing key client stakeholder relationships and communications at the workstream level throughout the project. Facilitating complex meetings, presentations and workshops to build client commitment for the change.
• Leading components of consulting transformation work, including: assessments, business case and roadmap development, operating model and business process design, use case / business requirement development, and complex implementation efforts.
• Working with Health Consumer Experience executives to develop points of view, thought leadership, and capabilities that grow Accenture’s health consumer experience business.

Why should I join the Accenture Health team?

• Innovate every day. Be at the forefront of designing and delivering customer engagement solutions that push boundaries and create new opportunities for our clients.
• Lead with the industry’s best. Join an industry-recognized healthcare leader with more than 20,000 global healthcare professionals collaborating to drive enterprise-wide transformational projects on a global scale. Accenture has worked with more than 200 clients to deliver healthcare transformation to meet the diverse needs of patients and members.
• Learn and grow continuously. Harness unmatched training and professional development to help you build and advance your health, consultative and delivery skills. Access learning resources, interactive classroom courses, real-life client simulations and ongoing mentoring when you need it.

Travel As needed, up to 80%, depending on business need and client requirements.

Who will be successful at Accenture? It’s not just what you know or where you’ve been that propels success at Accenture: It’s who you are , fundamentally, as a person. We prize diversity in backgrounds and perspectives. Whatever your unique qualities, a few key traits should apply: You’re passionate about technology and motivated to apply the latest technology trends. You’re proactive and collaborative; a leader with effective communication skills. You’re driven by new challenges and are motivated to improve. You’re a creative problem solver with the flexibility to navigate uncertainty. You’re focused on the future with a desire to develop inclusive, responsible and sustainable solutions to complex challenges. Excellent communication skills and presentation abilities are pertinent for this role.

Here’s what you need:

• Bachelor's degree in healthcare administration, business, or a related field.
• Minimum of 5 years of experience leading consumer experience transformation-related initiatives, including both business and technical aspects.
• Minimum of 5 years of experience in healthcare provider operations and customer experience capabilities – inclusive in one or more of the following: Patient access, contact center, digital engagement, and/or CRM.

Bonus points if:

• Consulting experience at a consulting firm or equivalent in an internal consulting role.
• CRM experience in healthcare, including use cases / business value as well as vendor platforms such as Salesforce, MS Dynamics.
• Working knowledge of contact center applications (e.g. CcaaS, WFM, QM).
• Working knowledge of patient engagement digital solutions (e.g. web / portal, AI / digital assistant).
• Working knowledge of EHR platforms and capabilities.
• Experience in process design and optimization; experience working through organizational change.
• Problem-solving and analytical skills.
• Master’s degree.

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