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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 Capacity & Template Management Analyst at Hummingbird, you will be responsible for creating, updating, optimizing, and monitoring provider, resource, and department scheduling templates. You will fulfill provider template change requests, ensuring that all template changes align with departmental policies and procedures and are delivered within the agreed-upon service level and turnaround time. This role directly supports frontline caregivers by providing them with the support and tools they need to serve patients and make the best use of the Epic scheduling system.

The Capacity & Template Management Analyst plays a pivotal role in Access Intelligence by collecting, analyzing, and interpreting data to drive operational improvements and ensure adherence to regulatory standards. This position involves collaborating with cross-functional teams to optimize processes and enhance operational efficiency across our customers’ patient contact centers.

Responsibilities

Business and Systems Analysis

• Translate business requirements into system configurations and enhancements.

• Assess the impact of proposed changes on service levels and operational metrics.

• Analyze workflows, data, technical, and workflow issues, proposing and implementing solutions.

• Review template change requests to ensure compliance with policies and procedures.

• Implement requested template changes accurately and within the agreed-upon turnaround time.

• Ensure that templates are optimized for the best use of the Epic scheduling system.

• Complete all required testing to ensure provider templates meet business requirements.

Performance Monitoring and Reporting

• Compile data from various sources to identify trends and patterns.

• Generate and analyze reports and dashboards to track key performance indicators (KPIs) and service level agreements (SLAs).

• Ensure the seamless delivery of support services by proactively managing workflows and processes.

Operational Efficiency and Process Optimization

• Contribute to the establishment of best practices to optimize workflows and achieve business objectives.

• Actively seek ways to streamline processes and increase efficiency, including partnering with stakeholders to identify opportunities for improvement.

• Support the implementation of process improvements, automation initiatives, and technology enhancements.

• Recommend process improvements to enhance the template management program.

• Stay informed about best practices and emerging trends in template management.

• Implement changes that prioritize customer communication and satisfaction.

• Work with the team to streamline and optimize template management processes.

Support and Collaboration

• Deliver high-quality support aligned with SLAs, including maintenance and upgrades, addressing any issues or concerns promptly and professionally.

• Collaborate with cross-functional teams to understand organizational processes and goals.

• Partner with training teams to assist in developing Template Management training materials and delivery.

• Communicate with providers and staff to understand their template needs.

• Collaborate across departments to ensure templates meet the needs of all stakeholders.

General

• Manage small projects, including planning, execution, monitoring progress, and ensuring timely implementation.

• Contribute to team objectives and consult with senior team members for guidance on complex tasks.

• Comply with all relevant build documentation and change control processes.

• Assist in onboarding new team members to template management processes.

• Contribute to team meetings and provide input on template management strategies.

Required & Desired Skills

Required Skills and Experience

• 2+ years of experience in provider schedule and template management and/or closely aligned areas within patient access operations.

• 2+ years of experience as an Epic scheduling end user, super user, or trainer.

• Knowledge and experience with provider scheduling and resource management.

• Analytical and problem-solving skills, with experience driving operational improvements.

• Excellent communication and interpersonal skills, including the ability to effectively interact with healthcare professionals, operational leadership, and patient contact center agents.

• Service mindset and a commitment to delivering high-quality support services.

Desired Skills and Experience

• Experience using Epic for provider template management.

• Experience scheduling with multiple specialties

• Familiarity with Help Desk ticketing platforms such as Zendesk, ServiceNow, JIRA, Freshdesk, or similar tools.
  Familiarity with process improvement methodologies.

• Ability to work independently and as part of a team.

• Knowledge of regulatory standards and compliance requirements relevant to patient contact centers, including HIPAA (Health Insurance Portability and Accountability Act).

• Project management experience.

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.