Managing Consultant, Experience and Service Design

Tegria is focused on improving patient engagement in healthcare, and they are seeking a Managing Consultant in Experience and Service Design to help healthcare organizations enhance their service experiences. The role involves assessing current processes, designing future workflows, and implementing technologies to boost patient satisfaction and operational efficiency.

Responsibilities:

• Evaluate current patient access and engagement processes
• Benchmark performance against industry best practices and regulatory requirements
• Recommend digital front door strategies and omnichannel communication methods
• Support selection and deployment of systems like Epic’s Cadence/Prelude, MEDITECH’s scheduling/registration, or third-party patient engagement platforms
• Integrate solutions for online scheduling, chatbots, contact centers, revenue cycle, and telehealth
• Ensure interoperability with EHR, CRM, and billing systems
• Streamline registration, scheduling, and insurance workflows to reduce denials and no-shows
• Improve transparency of costs and billing processes for patients
• Design and implement KPIs (e.g., average speed to answer, patient satisfaction, appointment fill rates)
• Lead the creation of service blueprints, journey maps, ecosystem diagrams, and operational workflows to visualize and improve user experiences and backend processes
• Ability to develop detailed service blueprints that map out the entire service process, including frontstage and back-stage activities
• Identify key touchpoints and interactions to ensure a cohesive service experience
• Identify opportunities for improvement and innovation across platforms and services
• Consistently deliver impactful, high-quality consulting services in various roles as assigned— project leader, team member or independent consultant
• Understand client needs and offer tailored, strategic solutions
• Collaborate cross-functionally to meet timelines and milestones
• Facilitate communication between stakeholders to align outcomes
• Proactively manage expectations and mitigate miscommunication
• Track key decisions and support change management initiatives
• Analyze current workflows to identify and resolve system gaps
• Configure, test, train, and implement clinical and operational systems
• Ensure interoperability and system reliability through structured testing
• Create and follow work plans for small team to meet quality and time expectations
• Measure outcomes and communicate value through reporting
• Identify, escalate, and mitigate risks related to scope, resources, or timelines
• Communicate mitigation strategies clearly and early
• Mentor client teams to support knowledge retention and autonomy
• Align on priorities, timelines, and outcomes; confirm shared understanding
• Align all work with client goals and service line strategy
• Support and mentor less experienced team members
• Share knowledge, tools, and best practices to support innovation
• Contribute to internal innovation and strategic initiatives
• Identify and share potential business opportunities
• Help develop content for proposals and marketing
• Engage in pursuit efforts when appropriate
• Performs other generally related duties as assigned

Requirements:

• Bachelor's degree in healthcare administration, Information Systems, related field or equivalent combination of education and experience
• Typically has 8 or more years of related experience, specifically including: Patient access operations
• Hands-on experience with Epic, Cerner, or similar EHR platforms, particularly in scheduling, registration, or patient experience modules
• Successful record of meeting deadlines, working from a project plan, and delivering on milestones
• Demonstrated success in small project/engagement management
• Experience mentoring less experienced team members
• In depth knowledge of patient access and experience, specifically: Understanding of front-end RCM and insurance processes
• EHR (Epic, Cerner, Meditech), patient engagement platforms, CRM tools, contact center solutions
• Solid understanding of the consultant's role, methods and tools
• Keeps current with regulations and trends in healthcare technology
• W2 project-based consultants will be expected to provide a computing device that adheres to industry standards and security best practices to use in satisfying the Project Services on behalf of Tegria
• Epic certification in Cadence, Prelude, Welcome, or MyChart
• Experience with digital front door or patient engagement platforms (e.g., Kyruus, Phreesia, Salesforce Health Cloud, GetWell)
• Prior consulting experience
• Some experience implementing, supporting, optimizing, and upgrading Epic
• Understanding of modern project management frameworks such as Agile or Scrum to manage workflows and deliver incremental improvements