About Us:
Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. Visit us at:
 
www.accenture.com/song
 
We are a leading management consulting group specializing in driving transformational change for health payers and providers. Our focus is on improving service and experience across human and digital modalities. We partner with clients to design and implement strategies that achieve operational excellence, enhance customer satisfaction, and leverage cutting-edge technologies.
Role Overview: We are seeking highly motivated and experienced Consultants to join our growing Health Payer/Provider Service practice. As a Consultant, you will play a pivotal role in delivering strategic projects, working closely with clients to tackle complex challenges in their service operations. This position requires deep healthcare industry expertise, exceptional consulting skills, and the ability to thrive in high-ambiguity environments.
Key Responsibilities:
Client Engagement: Work collaboratively with clients to understand their business objectives, diagnose problems, and design tailored solutions.
Project Delivery: Lead and contribute to workstreams in projects focused on contact center service strategy, CRM implementation and optimization, digital transformation, and operational improvement.
Data Analysis: Use data-driven approaches to identify insights, track performance metrics, and build business cases for change initiatives.
Technology Enablement: Provide thought leadership on leveraging CCaaS platforms, CRM systems, AI, and digital tools to enhance customer service capabilities.
Digital Service Improvement: Develop strategies to improve service delivery in digital modalities such as chat, mobile applications, customer portals, and self-service platforms.
Experience Enhancement: Focus on elevating member experience, provider experience, and employee experience through innovative and customer-centric approaches.
Stakeholder Management: Build strong relationships with client teams, including senior leaders, and facilitate workshops, meetings, and presentations.
Team Collaboration: Collaborate with internal teams to ensure seamless delivery and alignment with broader project goals.
Change Leadership: Support clients in driving organizational change and adoption of new processes, tools, and behaviors.
Thought Leadership: Contribute to the development of intellectual capital within the practice by identifying trends, challenges, and innovative solutions in the healthcare industry.
Travel Requirement: Travel for this role is expected and required, the amount of travel is variable depending upon the client and project.