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