Digital Contact Center Senior Support - Federal Health

Are you a creative thinker who loves to be on the cutting edge, solving problems though innovative technology solutions? Are you passionate about customer strategy, digital design, marketing, and platform development? Our Customer & Marketing Offering Portfolio integrates the differentiated customer and marketing businesses that support the mission-critical goals of federal, state and local government agencies, and higher education institutions. By joining our team, you will play a vital role in making an impact for our clients and the people they serve through our growth strategy, enhanced user experiences, and engagement through the entire lifecycle of customers' interactions with the public sector.

Work you'll do:

You will become part of a team advising a nationwide healthcare organization that is working to modernize its clinical contact centers and standardize applications, processes and procedures to improve and increase access to care and the overarching care experience. Through dedicated programming, the healthcare organization provides 24/7 access to registered nurses, urgent care providers, clinical pharmacists, and administrative clinical support staff. The Deloitte team works directly with the healthcare organization to deliver work spanning technology integration and enablement, strategic communications, strategy, process improvement, and planning to drive modernization efforts.

Deloitte's Government and Public Services (GPS) practice - our people, ideas, technology and outcomes-is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.

Requirements:

• Bachelor's Degree
• 4+ years of consulting and/or industry experience
• Translate complex and ambiguous problems into clear and actionable strategies and solutions
• Communicate effectively with clients and stakeholders, using storytelling and visualization techniques to convey project planning and related insights and recommendations
• Comfort working in a fast paced, rapidly changing environment
• Facilitate meetings with internal and external teams, documenting, and tracking action items to completion as applicable
• Collaborate with internal and external teams to develop, review, and submit deliverables
• Track and report on the team's progress, identify and implement process improvements, and ensure functional solutions meet quality standards
• Support efforts to conduct training needs assessments to identify skill gaps and training requirements for different user groups
• Gather and document training requirements, ensuring alignment with business objectives and project goals
• Develop and maintain detailed documentation, including training needs analysis reports, training plans, user manuals, and other training materials
• Support the design and development of training curricula, materials, and resources, ensuring they meet the identified needs
• Ability to travel 20-50%, on average, based on the work you do and the clients and industries/sectors you serve.
• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
• Must be able to obtain and maintain the required clearance for this role

Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html

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