Health Industry - Patient Access & Experience Consultant

Job description

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at accenture.com. Consulting professionals at Accenture belong to one of three workgroups: Management Consulting, Systems Integration Consulting or Technology Consulting. These workgroups enable us to deliver the increasingly specialized skills that clients demand while providing our people with varied career opportunities. Our management consultants have the opportunity to work and collaborate with colleagues from across the full spectrum of consulting activity: identifying and creatively solving complex problems, designing and re-engineering critical processes, and fundamentally transforming the way a company operates.  Our management consultants are more than just theorists - they turn theory into action.  Acting as trusted advisors to our clients, they work directly with FORTUNE© Global 500 companies across many different industry sectors.  They concentrate on getting a holistic view of a client's business and industry environment and use their expertise and critical thinking skills to design and deliver realistic, achievable business strategies and solutions that address key client priorities. Much of the work we do is at the cutting edge of innovation and thinking. We involve our consultants in publishing and sharing this knowledge as thought leadership to benefit clients, industry and fellow colleagues. You are: As a Patient Access & Experience Consultant in our Health Provider business, you understand both the end-to-end patient access journey (scheduling, registration, referral management, access / contact center operations, and patient outreach) and the healthcare digital and IT landscape that supports it. You will be at the core of streamlining and improving access and experience operations to help our clients meet their business goals and address their most pressing challenges in the ever-changing healthcare landscape. You are likely to engage in a range of activities, from identifying client value creation opportunities to project managing business solution implementations, helping healthcare providers make it easier for patients to find, schedule, and receive care, while ensuring every interaction reflects the best possible patient experience. The work: Assess and Implement Strategic Customer Engagement Projects for Providers •       Implement patient access and experience solutions across complex, large-scale health care providers, with an understanding of the end-to-end access journey and its full impact on patient satisfaction, provider capacity, and operational performance. Solutions include comprehensive transformational initiatives for operating models, performance improvement, change management, technology implementation support, and vendor management •       Contribute to business solution implementation: define operating models, process design, and development activities, and develop capabilities and performance measurements/KPIs such as third-next-available appointment, fill rates, no-show rates, call abandonment, and patient satisfaction •       Provide functional expertise and best practices to design or optimize technical solutions to support the future state, such as electronic health record (EHR) and patient engagement platform implementations, including scheduling, registration, and digital front door capabilities •       Help clients begin modernizing their patient access and engagement functions by consulting with internal and external teams to set strategy and goals, including opportunities for digital deflection, self-service, and AI-enabled automation •       Own project workstreams and interact with the client daily to foster engagement success. •       Analyze and document access and experience processes, such as scheduling workflows, template design, referral intake, and contact center operations, while focusing on specific opportunity areas identified during the assessment process •       Lead initiative teams consisting of Accenture and client participants that contribute to overall project objectives •       Recognize and identify access and experience process challenges or opportunities and escalate concerns in a timely manner Client Relationship Development and Management •       Manage key client stakeholder relationships and communications at all stages of the project. Facilitate complex meetings, presentations and workshops to build client commitment for the change •       Support day-to-day operational meetings with client sponsors and consulting leaders •       Prepare and communicate well-organized, effective reports and presentations to client and internal executives, articulating complex concepts in a clear and understandable manner •       Cultivate follow-on opportunities at clients and developing compelling business case/proposals to new business opportunities •       Be a trusted advisor to client leaders and key stakeholders Practice Building •       Proactively contribute and participate in practice-building activities and collaboration tools (e.g., recruiting, methodology development, template creation, best practice recommendations) •       Share your experience in specific practice specialty areas to drive firm-recognized expertise development •       Mentor team and practice members •       Stay on top of current regulations, trends, and technologies influencing revenue cycle across broad client types (e.g., hospitals, health systems, medical groups, pharmacies, durable medical equipment suppliers) •       Travel as needed, up to 80%. Here’s What You Need •       Bachelor's degree in healthcare administration, business, or a related field •       Minimum of 3 years of experience leading or supporting patient access and experience transformation-related initiatives, across both business and technical aspects, including program planning and management, process design and optimization, experience working through organizational change, and excellent communication and presentation abilities •       Minimum 3 years experience in healthcare provider operations and customer experience capabilities – including patient access, contact center, digital engagement, and/or CRM Bonus points if: •       Prior experience working in consultancy or consulting capacity is preferred •       Experience with AI, automation, data visualization and analytics •       Experience in ambulatory / clinic operations and/or physician enterprise environments •       EHR fluency, particularly with Epic •       Working knowledge of contact center solutions (e.g. CCaaS, WFM, QM), CRM solutions (e.g. Salesforce, MS Dynamics), and/or patient engagement digital solutions (e.g. web / portal, AI / digital assistant) •       Effective leadership and management skills with a proven ability to mobilize and energize project teams to deliver results •       Ability to create and deliver