Principal AI Consultant, Healthcare Services
NICE
full-time
Posted on:
Location Type: Remote
Location: United States
Visit company websiteExplore more
Job Level
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
AI implementationautomation use casespatient accesscontact center operationsCX transformationdigital health servicingservice workflowsoperational KPIsbilling inquiriescare navigation
Soft Skills
executive communicationfacilitation skillsconsulting skillsinfluencing stakeholderstrusted advisorcross-functional collaborationeducational skillsstrategic thinkingcustomer engagementproblem-solving