Health Customer Engagement Manager

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.

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.

Travel may be required for this role. The amount of travel will vary from 0 to 80% depending on business need and client requirements.

Here's what you need:

• Bachelor's degree in healthcare administration, business, or a related field.

• Minimum of 3 years of experience leading consumer experience transformation-related initiatives, including both business and technical aspects.

• Minimum of 3 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

Pay Transparency Info for Job Postings:

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, New York or Washington as set forth below.

We accept applications on an on-going basis and there is no fixed deadline to apply.

Information on benefits is here.

Role Location Annual Salary Range

California $93,400 to $258,500

Colorado $93,400 to $223,300

New York $86,500 to $258,500

Washington $99,500 to $237,800

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Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here

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Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

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