Get introduced to the
most exciting companies in
our portfolio.

Hi. We’re Hummingbird.

We’re elevating patient access so patients can get healthcare how, when, and where they need it. We partner with healthcare systems to transform how patients access care, enabling their providers to focus on what matters most – caring for patients. By managing patient access as a technology-enabled service, we help health systems stabilize costs and improve patient experience while creating good jobs that attract and retain talent in the industry. Our team of experts is obsessed with the connection between the people, processes, and technology that make healthcare organizations hum. Join us and help build the healthcare experience we want for our communities, our families, and ourselves.

Summary

As a Contact Center Trainer at Hummingbird, you will focus on hands-on instruction and continuous support for contact center agents and other contact center staff. Your role will ensure effective use of patient scheduling workflows (including Epic) and effective call handling, contributing to team objectives and outcomes. Additionally, you will emphasize the development of strong customer service skills to enhance the overall patient experience.

We are seeking candidates with outstanding written and oral communication skills, strong attention to detail, and 2+ years of experience delivering engaging training, preferably in a contact center environment. Healthcare and Epic training experience is required!

**Candidates resumes and applications will be evaluated based on these characteristics**

Responsibilities

Details

Employment Eligibility: Candidates must be legally authorized to work in the United States without sponsorship.

FLSA Status: Non-Exempt

Compensation: Starting at $30.00 per hour less statutory deductions

Work Location: This position is remote. You must work from a location within the United States with consistent internet service.

Travel: Up to 2-3 times/year for company events.

Benefits Eligible: Yes

Training Delivery

• Deliver engaging and informative virtual and in-person training sessions to contact center agents and other contact center staff.

• Use various training methods and tools to ensure all learning styles are accommodated.

• Provide clear and concise instructions to ensure learners understand and can apply new skills and knowledge.

• Emphasize the development of strong customer service soft skills, including empathy, active listening, and effective communication.

End User Support

• Provide ongoing support to end users, assisting with system use and troubleshooting issues.

• Create basic job aids and other learning tools to support end users in their daily tasks.

• Address any questions or concerns from contact center staff regarding workflow processes and system usage.

• Monitor and respond to support requests in a timely and effective manner.

• Offer guidance on best practices for handling patient interactions and resolving issues efficiently.

Training Schedule Coordination

• Maintain the training schedule, ensuring all required participants are enrolled and informed.

• Coordinate with business units to determine necessary training sessions for staff.

• Track attendance and completion rates, ensuring compliance with training requirements.

• Adjust schedules as needed to accommodate changes in staffing or operational needs.

Continuous Improvement

• Stay informed about changes to contact center workflows.

• Share feedback and ideas with instructional designers and training management to refine and enhance training curriculum and program design.

• Implement improvements to your training approach based on feedback and best practices.

Required & Desired Skills

Required Skills and Experience

• 2+ years of relevant experience in training or facilitation roles, ideally within a contact center / customer service environment.

• Experience in the healthcare or patient services industry.

• Familiarity with Epic scheduling workflows.

• Epic training experience.

• Strong communication and presentation skills.

• Ability to create clear and effective job aids.

• Strong attention to detail and organizational skills to manage training schedules and participant enrollment.

• Ability to work collaboratively with team members and stakeholders.

• Strong problem-solving skills to provide effective end-user support.

• Demonstrated ability to teach and reinforce customer service soft skills.

Desired Skills and Experience

• Proficiency in using contact center systems and software.

• Knowledge of patient scheduling workflows and call handling processes.

• Familiarity with e-learning platforms and digital training tools.

• Ability to adapt to new technologies and procedures quickly.

• Experience in continuous improvement and feedback-driven training enhancements.

The Hummingbird Approach
We value a team that brings diverse perspectives and experiences to the work we do. While there are many ways to do this, people who are successful at Hummingbird:

• Lead with Respect by valuing kindness and working to actively foster an environment of inclusion and respect.
• Embrace Growth and seek out learning and growth for themselves and support those around them in their growth journey. They bring curiosity and an openness to innovation to all their interactions.
• Bring a Win Together mentality by approaching conflict directly, listening carefully, and seeking to understand. They problem-solve with the goal of finding successes, not trade-offs, for all involved.

Equal Opportunity Statement
Hummingbird Healthcare is an equal opportunity employer committed to diversity and inclusion. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic. We value the talents of individuals from all backgrounds and actively seek a diverse workforce.

Our mission is to provide a fair and inclusive recruitment process for everyone, and reasonable accommodations are available to any applicant who may need them. Please reach out to talent@hummingbird.healthcare to request accommodations and we’d be happy to chat.