Managing Consultant, Experience and Service Design

Tegria • Washington, DC

9d • $135,000 - $165,000

About The Position

As a Managing Consultant, Experience and Service Design, your work at Tegria focuses on helping healthcare organizations improve how patients engage with care—before, during, and after visits. You play a key role in this effort by combining operational expertise, patient access workflow knowledge, and healthcare IT proficiency to design and optimize end-to-end service experiences. Through close collaboration with hospital and clinic leaders, you assess current-state processes, define future-state workflows, and implement enabling technologies such as EHR tools, CRM platforms, digital front door solutions, and patient engagement applications to drive measurable improvements in patient satisfaction, access efficiency, and revenue performance. As a Tegria consultant, you guide healthcare clients in using technology to achieve their unique goals. You contribute to a range of engagements—from strategy and implementations to process improvement, working independently or as part of a team. You may lead a project or juggle multiple priorities. Beyond client work, you mentor team members, support internal efforts, and contribute to business growth. Your ability to think strategically, communicate clearly, and adapt quickly drives success for clients and Tegria alike. The role you play An effective Managing Consultant, Experience and Service Design will help the organization on a whole achieve success through: Living our Tegria values: Respect Every Person, Act with Integrity, Strive for Better, Embrace Change, Deliver as a Team

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.
• Solid understanding of the consultant’s role, methods and tools.
• Work independently and collaboratively with wide latitude for independent judgement.
• Manage and track your own work progression.
• Employ strategic thinking and align initiatives with business goals.
• Approach and solve problems methodically, apply critical thinking and analysis.
• Parse complex problems into manageable components and develop solutions that meet performance, time, resource, and compliance parameters.
• Demonstrate full capability to manage projects and deliver within deadlines.
• Use good project management skills, appropriate tools and methods such as status reports, metrics, expectation management, change management and quality control.
• Collaborate with and influence team members and clients on workstreams or project segment.
• Exercise excellent listening, writing, verbal, and presentation skills.
• Translate complex technical concepts to less technical audiences.
• Create reports, proposals, emails, and technical documents.
• Facilitate small group meetings.
• Deliver engaging presentations with confidence, energy and style.
• Proficiently use Office Productivity and Collaboration Tools (e.g., O365).
• Juggle multiple client projects and tasks while meeting deadlines.
• Re-prioritize tasks based on changing workloads, deadlines and urgency without losing focus on the overall objectives.
• 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

Nice To Haves

• Epic certification in Cadence, Prelude, Welcome, or MyChart (preferred)
• Experience with digital front door or patient engagement platforms (e.g., Kyruus, Phreesia, Salesforce Health Cloud, GetWell) (preferred)
• Prior consulting experience (preferred).
• Some experience implementing, supporting, optimizing, and upgrading Epic (preferred).
• Demonstrated success in small project/engagement management (preferred).
• Understands modern project management frameworks such as Agile or Scrum to manage workflows and deliver incremental improvements (preferred).
• 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.
• Keeps current with regulations and trends in healthcare technology.
• Experience mentoring less experienced team members.

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.

Benefits

• We offer a choice of multiple health and dental plans with nationally recognized networks, as well as vision benefits, a total wellness program, and an employee assistance program for you and your family.
• We offer competitive wages, retirement savings plans, company-paid disability and life insurance, pre-tax savings opportunities (HSA and/or FSA), and more.
• Our lifestyle benefits are unrivaled, including professional development offerings, opportunities for remote work, and our favorite: a generous paid-time-off program, giving you the flexibility to plan a vacation, take time away for illness (or life’s important events), and shift your schedule to accommodate those unexpected curve balls thrown your way.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 501-1,000 employees