Accenture Healthcare Patient Experience Transformation Manager in Topeka, Kansas
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People in our Client & Market career track drive profitable growth by developing market-relevant insights to increase market share or create new markets. They progress through required promotion into market-facing roles that have a direct impact on sales.
Management Consulting professionals design and implement process and change interventions that integrate strategy, technology and people to enable process improvements that create value for clients.
Accenture is seeking a Manager to support our Health & Public Services/Provider practice, specifically within our Consumer Experience CX offering, with consulting experience in the disciplines of Patient Access, Consumerism, and/or Customer Relationship Management (CRM) tools and strategies. Areas of focus will include: patient access assessment and design, customer experience strategy and design, CRM capability design and implementation, and the application of digital/technical solutions as part of a solution to address the overall customer experience. The desired candidate will have experience in leading and managing consulting engagements from the initial assessment and diagnosis of the current state capabilities to the design of future state capabilities, to include both operational and technology transformations. The candidate will have experience in using data to quantify the current state impact, and in using date to justify future state transformation through the development of a Return on Investment analysis. The scope of work will include the end-to-end healthcare consumer journey, and will focus heavily on Access transformation, Contact Center design, and CRM design and implementation.
Key Responsibilities may include:
Leading project teams in consulting-led transformation projects across the domains Patient Access, healthcare consumer experience, and CRM strategies in healthcare
Experience in managing key client stakeholder relationships and communication at all stages of the project. Facilitating complex meetings, presentations and workshops to build client commitment for the change.
Ability to articulate and clearly communicate complex problems and solutions in a simple, logical and impactful manner.
Experience in determining high-level business requirements, creating detailed functional specs and other documentation, such as requirement matrices, work-flow diagrams, and user journeys.
Strong interpersonal, team building, organizational, and motivational skills.
Experience working through organizational change, with a demonstrated track record of progressive responsibilities, creativity and innovation, including evidence of solution design.
Experience in using data and analytical skills to provide clarity to complex issues and synthesize large amounts of information into meaningful insights that drive decision-making
An ability to identify the root causes of issues by analyzing patterns and trends.
An awareness of key methodologies approaches and market trends in the industry.
A desire to deliver to a high standard in a suitable timeframe.
Collaborating with other health consumer experience executives to develop points of view and other thought leadership pieces that promote Accenture’s business in health consumer experience.
Collaborating with other health consumer experience executives to identify potential areas of business development and develop supporting sales documents.
Self-motivating, adaptable, able to prioritize and able to inspire and motivate others.
Manages large - medium sized teams and/or work efforts from initial discovery stages to delivery.
Location negotiable, ability to travel up to 100% is required.
Racking up those air miles will have to wait, as weekly non-essential travel to client sites Monday through Thursday is currently suspended. For now, all Accenture business travel, international and domestic, is currently restricted to client-essential sales/delivery activity only.
Please note: The safety and well-being for our people continues to be the top priority, and our decisions around travel are informed by government COVID-19 response directives, recommendations from leading health authorities and guidance from a number of infectious disease experts.
Minimum of 5 years consulting experience (either internal consulting or with a consulting firm/company).
Minimum of 3 years of experience with patient access and/or healthcare consumer experience initiatives and transformation.
Minimum of 3 years of experience with CRM systems and/or implementation of CRM systems preferred.
Bachelor's Degree required
Cloud First experience
Healthcare Access/Contact Center experience
Analytical and quantitative skills
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Unless expressly indicated, this role is not open in the state of Colorado.
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