Patient Services, Patient Experience Manager

Manager - Digital Customer - Patient Services, Patient Experience

Are you passionate about helping clients solve complex challenges and supporting them through critical transformations? As a member of our Digital Customer practice, you will design and implement sales and service experiences, capabilities, and architecture required to bring customer strategies to life. Would you like to work for an organization committed to your professional development and personal success? Deloitte offers an award-winning culture that supports our employees' development of their personal brand through learning opportunities, professional experiences, inclusion, collaboration and personal well-being.

Work you'll do

Our ambition is to be the best in the world at driving customer transformation through the development of clever commercial strategies, distinctive experiences, and the application of digital technologies.

Responsibilities include, but are not limited to:

• Help companies maximize the return for their digital sales enablement and sales operations infrastructure investment
• Work with Sales Leadership on devising sales strategies aimed at improving sales productivity focused on sales process standardization, digital tool adoption, sales reporting (pipeline, performance)
• Provide best-in-class services for planning, designing, deploying, and supporting digital sales technology tools
• Offer end-to-end solutions including process analysis and design, requirements planning, business case development, analytics support and administration support
• Act in a mentoring capacity to support the career development of other colleagues
• Responsible for business development efforts, including Statements of Work (SOW), proposal development, client presentations, etc.
• Contribute to the internal development of our practice through participation in areas such as business development, training, methodology and toolkit development, and recruiting

• Sales Excellence & Service Excellence | delivers sales and service strategies and plans, operating model definition, incentive design and implementation, and operations support for digitally-enabled sales, channel, and customer service capabilities
• Digital Experience | creates engaging omni-channel digital experiences across web, mobile, AR/VR, voice, gesture, IoT, and video
• Flexible Consumption | the commercial strategy, operating model definition, and capability delivery of subscription/flexible consumption business models
• Digital Foundry | a flexible, end-to-end delivery model emphasizing innovation and disruption
• DigitalMix | an integrated set of platforms to enable business re-platforming

• Bachelor's degree from accredited university with strong undergraduate academic record
• 6+ years of professional experience, including 4+ years Life Sciences industry and/or 1-2+ years' operating as a manager in a consulting environment
• 3+ years' experience in the Patient Services industry, including services strategy and design, hub vendor operations and/or digital/technology solutions
• 2-3 years of experience leading engagements focused on multiple workstreams to solve for complex client challenges
• Ability to lead diverse teams with minimal oversight, including through influence across matrix
• Strong oral and written communication skills, presentation skills
• Ability to travel up to 50%, on average, based on the work you do and the clients and industries/sectors you serve.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

• Advanced degree in business (e.g., MBA) from a top tier program
• Demonstrated experience in Life Sciences ecosystem strategic challenges, e.g. medical, pharmaceutical, health care delivery or insurance, regulatory, policy issues
• Superior critical thinking, analytical and problem-solving skills, including quantitative, statistical or medical/pharmacy research interest
• Demonstrates consistent career progression with increasing levels of responsibility; performed above expectations in professional roles
• Exceptional interpersonal, team building and communication skills
• PowerPoint and Excel proficiency
• Ability to own deliverables to completion
• Outstanding integrity, initiative, creativity, and passion
• Ability to work in an ambiguous environment
• Strong problem solving and troubleshooting skills with the ability to exercise mature judgment
• Live within commuting distance to one of Deloitte's consulting offices