NICE - Principal AI Consultant, Healthcare Services, AI COE
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Requirements
• 12+ years of experience in healthcare provider operations, patient access, contact center leadership, CX transformation, digital health servicing, consulting, or industry advisory • 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 • 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 • AI and automation use cases • 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 • 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 • Experience working with large enterprise healthcare provider organizations • Experience in patient access transformation, self-service, workflow redesign, or operational excellence • Familiarity with NiCE, Genesys, Five9, or similar platforms • NiCE, Genesys, Five9, or similar platforms • Experience helping organizations evaluate, adopt, or optimize AI in service environments • Understanding of privacy, trust, and responsible AI considerations in healthcare environments • NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. • Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
Responsibilities
• 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 • Advise on AI Use Cases, Journeys, and Value • 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 • Support Strategic Customer and Internal Engagements • 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 • Raise Industry Readiness Across NiCE • 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 Measures • Success Measures • 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
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