Job Description

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 425,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.
 

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. 

 
Job Description:

Accenture seeks a Consultant with expertise in patient / customer experience and CRM transformation.  Areas of focus will include: customer experience strategy and design, CRM capability design & implementation, and overall digital / technical solution architecture design to help Healthcare Provider Clients design and implement changes to their customer experience capabilities.

 

The desired candidate will engage with health provider clients to diagnose and redesign customer experience processes and technologies. The scope of work will include the end-to-end healthcare consumer journey, and will focus heavily on access, contact center, CRM and omni-channel transformation.

 
Key Responsibilities may include:
  • Development of deliverables, use of key methodologies/tools, and management of client expectations/relationships
  • Support facilitation of complex meetings, presentations and workshops to build client commitment for the change.
  • An ability to articulate and clearly communicate complex problems and solutions in a simple, logical and impactful manner.
  • Experience eliciting high-level business requirements and creating detailed functional specs and other documentation, such as requirement traceability matrices, work-flow diagrams and use-cases.
  • The ability to develop creative and breakthrough solutions.
  • Strong interpersonal, team building, organizational and motivational skills.
  • Experience working through organizational change, with a demonstrated track record of continuing responsibilities, creativity and innovation, including evidence of solution design.
  • Well-developed analytical skills and the ability to provide clarity to complex issues and synthesize large amounts of information.
  • 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.
  • Self-motivating, adaptable, able to prioritize and able to inspire and motivate others.
  • Manages large - medium sized teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.
  • Location negotiable, ability to travel up to 80% is required.

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Qualifications

Basic Qualifications:
  • Bachelor's Degree required
  • 1-3 years of experience in patient / customer experience transformation-related initiatives, including both business and technical aspects
  • Experience in access, contact center, and/or CRM (customer relationship management) transformation
 Preferred Qualifications:
  • Working knowledge of contact center applications and processes
  • Salesforce experience in healthcare strongly preferred (other CRM platforms in healthcare also beneficial, such as MS Dynamics, Pega, etc.)
  • Experience at a consulting firm or equivalent in an internal consulting role or management role
  • Analytical and quantitative skills
  • MBA desirable
 

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.

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

Accenture is a federal contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

All employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected applicable law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

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