Health Industry - Patient Access & Experience Manager

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 Manager in our Health Provider business, you lead and support patient access and experience transformations for complex provider organizations such as national and regional health systems, academic medical centers, IDNs, and large medical groups. You bring deep expertise in access transformation, including scheduling optimization, workflow and throughput efficiencies, digital patient experience and self-service, and contact center performance, along with working knowledge of the broader patient journey. You know how to take an engagement from assessment through implementation, and you hold yourself accountable for results.You build relationships with operational, clinical and digital leaders across areas impacting patient access and experience, and you know how to communicate findings in a way that leads to action. You’re comfortable managing up and managing across, keeping clients aligned, teams moving, and workstreams on track. You understand that good transformation work isn’t just about recommendations; it’s about bringing people along with you.You stay current on how AI and automation are reshaping patient access and experience, from advanced capabilities in scheduling and virtual agents to digital self-service and personalized outreach, and you help clients translate those advances into practical, scalable improvements. You also know how to develop people, and you take that part of the job seriously.The work:Shape and Deliver Business Transformation Projects• Lead end-to-end patient access and experience engagements for complex, large-scale health care providers, with deep expertise across scheduling workflow and template optimization, referral and intake management, registration, contact center operations, digital front door, and patient communications and engagement• Reimagine and redesign access operating models. Lead workflow redesign, policy and procedure development, organizational and workforce realignment, and the design of KPIs and performance governance frameworks tied to appointment conversion and utilization, no-show and leakage reduction, call abandonment, digital engagement, and patient satisfaction• Identify and prioritize client value creation opportunities based on rigorous analysis, developing business cases and value propositions, benchmarking, and a clear-eyed view of performance gaps and strategic priorities• Develop implementation plans and lead cross-functional teams to deliver project outcomes on schedule, within budget, and against defined performance targets. Direct business pilots and client deployment activities and ensure planned outcomes are achieved and sustained after go-live• Embed AI, automation, and advanced analytics into patient access and experience operations to drive measurable improvement, applying advanced capabilities to analyze capacity and demand, model scheduling scenarios, and target use cases such as virtual agents, intelligent scheduling, digital deflection and self-service, personalized outreach, and agent assistance for contact centers• Advise clients on digital front door strategy, consumer engagement, and omnichannel access to address provider capacity constraints and meet rising patient expectations• Support technology enablement across provider IT, EHRs, and patient engagement platforms (e.g., CRM, contact center, scheduling and self-service tools), advising on business requirements, system optimization, interoperability, and workflow configuration aligned to access and experience objectives• Design and execute the engagement’s overall communication and change management approach, tailored to the client’s organizational culture and readiness.• Manage engagement risk, project economics, deliverable quality, and client satisfaction throughout the engagement lifecycleClient Relationship Development and Management• Build and maintain strong relationships with key client stakeholders, typically including VP and director level leaders across access and ambulatory operations, digital / IT and consumer engagement. Engage periodically with physicians and steering committee-level stakeholders.• Facilitate complex meetings, executive presentations, and cross-functional workshops that build client commitment, resolve competing priorities, and move transformation forward.• Cultivate follow-on opportunities and develop business cases and proposals that connect Accenture’s capabilities to client priorities, while managing engagement economics including budgets, revenue forecasting, and margin performancePractice Building• Contribute to practice-building activities including conference participation, thought leadership development, market offering design, and recruiting• Develop and share recognized expertise in specific patient access and experience domains, such as access transformation, digital engagement, or contact center modernization, contributing to internal methodology, toolkits, and knowledge assets that strengthen Accenture’s market position• Coach and mentor consultants and analysts, setting high standards for analytical rigor and client communication while actively supporting their professional development and career growth• Stay current on the regulations, consumer trends, and technology shaping patient access and experience across hospitals, health systems, medical groups, and ambulatory settings• Travel as needed, up to 80%Here’s What You Need• Bachelor's degree in healthcare administration, business, or a related field• Minimum of 5 years of experience leading 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 of consulting / advisory experience with healthcare provider and/or payer clients• Minimum 3 years experience in healthcare provider operations and customer experience capabilities – including patient access, patient experience, contact center, digital engagement, and/or CRMBonus points if:• Experience in ambulatory / clinic operations and/or physician enterprise environments, including practice operations and workflows, organizational design, and/or financial modeling• Working knowledge of EHR platforms and capabilities; in particular, Epic functional knowledge of patient access and engagement, self-service and outreach modules / capabilities• 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)• Experience advising on or deploying AI, automation, and RPA in patient access / engagement context, such as contact center agent assist, conversational AI, etc.• MBA, MHA, or equivalent advanced degreeCompensation 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 as set forth below.We anticipate this job posting will be posted until 11/30/2026.Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. See more information on our benefits here:U.S. Employee Benefits | AccentureRole Location Annual Salary RangeCalifornia $94,400 to $293,800Colorado $94,400 to $253,800Connecticut $94,400 to $253,800District of Columbia $100,500 to $270,300Illinois $87,400 to $253,800Maine $80,400 to $216,200Maryland $94,400 to $253,800Massachusetts $94,400 to $270,300Minnesota $94,400 to $253,800New York $87,400 to $293,800New Jersey $100,500 to $293,800Ohio $87,400 to $235,000Virginia $87,400 to $270,300Washington $100,500 to $270,300Requesting an AccommodationAccenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. 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