Principal AI Consultant, Healthcare Services

Role Overview

• Act as the Healthcare Provider SME
• Serve as the primary Healthcare Provider subject matter expert within the AI Adoption COE
• Bring deep understanding of provider operations, patient access, service workflows, and operating models into internal and customer-facing conversations
• Help internal teams speak credibly to healthcare provider priorities, service challenges, and transformation opportunities
• Identify high-value opportunities for AI across provider service environments, including patient access, appointment scheduling, referral management, authorizations, billing inquiries, care navigation, nurse triage support, and digital self-service
• Advise on where AI can automate workflows, augment staff, reduce friction, and improve patient experience
• Connect NiCE AI capabilities to business goals, operational KPIs, and service improvement opportunities
• Help customers and internal teams understand practical considerations for AI adoption in highly sensitive and regulated patient environments
• Participate in executive briefings, workshops, QBRs, and strategic account conversations as an industry advisor
• Support account planning and adoption conversations with industry-specific insight and executive-ready recommendations
• Help shape practical, high-impact AI narratives for healthcare provider customers
• Educate consultants, leaders, and cross-functional teams on provider trends, patient service models, AI opportunities, and operational realities
• Contribute to industry playbooks, messaging, point of view content, and best practices
• Surface recurring customer needs, market shifts, and industry opportunities to product, strategy, and adoption leaders
• Success in this role will be measured by improved industry credibility in healthcare provider customer engagements, stronger alignment between NiCE AI solutions and healthcare provider priorities, higher quality industry-specific adoption strategies, use case recommendations, and executive narratives, increased internal readiness and fluency in healthcare provider and AI-related conversations, meaningful contribution to customer outcomes, workflow improvement, and AI value realization.

Requirements

• 12+ years of experience in healthcare provider operations, patient access, contact center leadership, CX transformation, digital health servicing, consulting, or industry advisory
• Deep expertise in one or more provider segments such as health systems, hospitals, ambulatory networks, physician groups, academic medical centers, or integrated delivery networks
• Demonstrated experience advising on, implementing, or operationalizing AI and automation use cases within healthcare provider service or operations environments
• Strong understanding of patient access, contact center, and service operations in provider environments
• Strong knowledge of patient journeys, service processes, and common friction points across scheduling, referrals, authorizations, billing, and care navigation
• Ability to connect business priorities to KPIs such as speed to answer, abandonment, schedule utilization, first contact resolution, containment, CSAT, staff productivity, and cost-to-serve
• Strong executive communication, facilitation, and consulting skills
• Proven ability to influence senior stakeholders and act as a trusted advisor
• Willingness to travel as needed.

Benefits

• Health insurance
• 401(k)
• Flexible work arrangements
• Professional development opportunities