Job Description

Role: Client Solutions Partner

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Experience: 8-14 years

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Location: Mumbai/Bangalore (Hybrid)

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We are seeking a Healthcare-focused Client Solution Partner to lead AI-driven Customer Experience transformation initiatives across the US healthcare ecosystem. This role will primarily focus on Healthcare Payers, while also supporting Providers, Pharma, and Pharmacy organizations.

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You will lead pre-sales engagements and architect AI-powered contact center transformation solutions leveraging Google GECX and the broader Google Cloud ecosystem.

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This is a highly strategic, client-facing leadership role requiring deep healthcare domain expertise, strong consultative selling capabilities, and hands-on experience designing AI-led CX solutions.

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Key Responsibilities

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1. Healthcare CX Pre-Sales Leadership

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- Own end-to-end solutioning for AI-driven contact center transformation opportunities within healthcare accounts.
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- Engage CXOs and business leaders (Chief Experience Officer, Chief Digital Officer, CIO, Head of Member/Patient Services).
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- Lead discovery workshops specific to healthcare journeys such as:
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- Member onboarding & benefits inquiries (Payers)
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- Claims & prior authorization support
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- Provider services & network support
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- Patient access & scheduling (Providers)
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- Pharmacy benefit management inquiries
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- Clinical trial & patient support programs (Pharma)
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- Translate healthcare operational challenges into AI-enabled solution architectures.
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2. AI & Contact Center Transformation Advisory

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Design differentiated solutions leveraging:

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- Virtual Agents (voice & chat) for member/patient containment
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- AI-driven IVR modernization
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- Agent Assist & knowledge augmentation
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- Intelligent routing & intent recognition
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- Healthcare-specific analytics (call drivers, leakage, compliance tracking)
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- Omnichannel engagement (voice, chat, SMS, digital)
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Articulate measurable business value including:

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- Administrative cost reduction (medical cost ratio impact for payers)
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- Call deflection and containment
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- AHT reduction and agent productivity gains
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- Improved CAHPS / member satisfaction scores
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- Reduced prior authorization turnaround times
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3. Healthcare Compliance & Risk Alignment

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- Ensure solution alignment with HIPAA and healthcare data security requirements.
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- Incorporate PHI handling considerations into AI and conversational designs.
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- Partner with security and compliance teams to position secure-by-design architectures.
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- Understand regulatory nuances across Medicare, Medicaid, and Commercial lines of business.
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4. GTM & Ecosystem Collaboration

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- Partner with sales and alliance teams to drive pipeline growth within healthcare accounts.
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- Collaborate with Google teams to co-develop joint healthcare pursuits.
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- Build healthcare-specific solution accelerators and reusable assets.
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- Represent the CX practice in healthcare industry forums and client events.
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5. Commercial & Engagement Oversight

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- Own solution integrity from proposal through transition to delivery.
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- Drive estimation rigor aligned to healthcare complexity.
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- Support pricing strategy and defend value proposition during negotiations.
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- Ensure feasibility, scalability, and margin discipline.
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Required Experience & Qualifications

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- 10–15+ years of experience in Healthcare CX or Contact Center transformation.
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- Strong domain depth in Healthcare Payers (Medicare, Medicaid, Commercial).
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- Experience working with healthcare providers, pharma, or pharmacy organizations.
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- Hands-on experience with CCaaS platforms (Google, Genesys, NICE, Five9, Amazon Connect, etc.).
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- Demonstrated experience designing AI-powered virtual agents and agent assist solutions.
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- Strong understanding of healthcare regulatory environments (HIPAA, PHI handling).
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- Proven ability to lead large, complex pre-sales engagements.
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Preferred Qualifications

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- Experience implementing solutions on Google GECX.
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- Familiarity with healthcare platforms (e.g., claims systems, CRM, EHR integrations).
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- Consulting or SI background with enterprise healthcare clients.
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- Experience working with large national or regional health plans.
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What Success Looks Like

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- Increased healthcare pipeline and win rates across payer accounts.
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- Established executive relationships within strategic healthcare clients.
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- Creation of healthcare-specific CX solution accelerators.
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- Solid collaboration with Google healthcare and CX teams.
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- Measurable revenue contribution within the healthcare vertical.
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Why Join Us

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At Quantiphi, we are transforming healthcare customer experience using AI, cloud, and advanced analytics. This role offers the opportunity to:

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- Shape next-generation member and patient engagement models.
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- Work closely with Google Cloud healthcare and CX leaders.
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- Influence some of the largest payer and provider transformation programs in North America.
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- Drive meaningful impact in how healthcare organizations engage members and patients.
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📌 Client Solutions Partner (Bengaluru)
🏢 Quantiphi
📍 Bengaluru