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  Help clients build capabilities to better understand patient value drivers and make choices about digital, social, and mobile channels that ensure the customer experience in the contact center align with the overall institution strategy, values, and initiatives.
• Help clients improve the quality, nature and power of interactions between the customer and the organization at key touch points in the patient's journey.
• Ensure the capabilities required to deliver a seamless and consistent patient experience. Design, develop, and implement: the structure, operational model, enabling technology, processes, workflows and measurements (qualitative and quantitative) that the contact center delivers.
• Maintain close, collaborative relationships with groups across Guidehouse and the client organization including nursing, marketing, revenue cycle, IT and digital health to optimize and support the contact center.
• Develop communication mechanisms and forums for sharing defined ‘key performance measurements’ and strategic initiatives within the contact center to key organizational stakeholders to ensure alignment and transparency.
• Build clients operational teams (including training, knowledge management, workforce planning, quality management, performance management, etc.) within the digital/contact center
• Ensure client accounts for cost of ownership of the contact center as it relates to staffing, technology, real estate, and other categories
• Work with client’s providers and clinic operators to best serve the needs of the patients
• Contribute to the internal development of our practice through participation in areas such as business development, training, methodology and toolkit development, and recruiting

MINIMUM QUALIFICATIONS:

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  Bachelor's degree accredited university required
• 8 years of related experience required

IDEAL QUALIFICATIONS:

• Ability to demonstrate detailed knowledge of customer -facing service models and processes inclusive of: strategy, customer/patient experience, engagement channels, talent models, service delivery models, operations, processes, and enabling technology.
• 10+ yrs. of proven experience in Ambulatory operations and contact center processes
• 8+ yrs. proven experience to both define executable business and technology customer service/contact center strategies and to lead the full life-cycle of operational and technical implementation for clients.
• Demonstrated ability to develop and implement process enhancements and efficiencies that deliver value for clients by improving patient experience, growing revenue, and reducing costs through strategy, channels, talent, process, operations, technology, and digital improvements within patient engagement functions and capabilities.
• Experience working with physicians and other providers in a healthcare environment
• Excellent communication, leadership, management, team-building, and organizational skills
• 5 + yrs. of recent consulting experience at an executive /leadership level preferred
• Strong structured, analytical/problem solving skills

• The successful candidate must not be subject to employment restrictions from a former employer (such as a non-compete) that would prevent the candidate from performing the job responsibilities as described.
• The hourly range for this consultant role is $100- $200 per hour but may vary based on experience and location
• Applicants must be currently authorized to work in the United States for any employer.
• No sponsorship is available for this position.
• Due to our contractual requirements, to be eligible for this role, you must be fully COVID-19 vaccinated at time of hire.

About Guidehouse

Guidehouse is an Equal Employment Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, citizenship status, military status, protected veteran status, religion, creed, physical or mental disability, medical condition, marital status, sex, sexual orientation, gender, gender identity or expression, age, genetic information, or any other basis protected by law, ordinance, or regulation.

Guidehouse will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of applicable law or ordinance including the Fair Chance Ordinance of Los Angeles and San Francisco.

If you have visited our website for information about employment opportunities, or to apply for a position, and you require an accommodation, please contact Guidehouse Recruiting at 1-571-633-1711 or via email at RecruitingAccommodation@guidehouse.com. All information you provide will be kept confidential and will be used only to the extent required to provide needed reasonable accommodation.

Guidehouse does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of Guidehouse and Guidehouse will not be obligated to pay a placement fee.

Rewards and Benefits

Guidehouse offers a comprehensive, total rewards package that includes competitive compensation and a flexible benefits package that reflects our commitment to creating a diverse and supportive workplace.

Benefits include:

• Medical, Rx, Dental & Vision Insurance
• Personal and Family Sick Time & Company Paid Holidays
• Position may be eligible for a discretionary variabl Finish e incentive bonus
• Parental Leave and Adoption Assistance
• 401(k) Retirement Plan
• Basic Life & Supplemental Life
• Health Savings Account, Dental/Vision & Dependent Care Flexible Spending Accounts
• Short-Term & Long-Term Disability
• Tuition Reimbursement, Personal Development & Learning Opportunities
• Skills Development & Certifications
• Employee Referral Program
• Corporate Sponsored Events & Community Outreach
• Emergency Back-Up Childcare Program