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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 Contact Center Operations Supervisor at Hummingbird, you will oversee the day-to-day operations of the patient access center, ensuring that strategic initiatives are implemented effectively, client relationships are maintained, and processes and technologies are continuously improved for optimal efficiency and service quality. You will lead a team of contact center agents who work from home, foster a culture of trust and transparency, and work collaboratively with various teams to achieve performance goals.

Responsibilities

Compensation: Starting at $30.00+ per hour, based on experience.

Operational and Financial Management

• Support Hummingbird business strategies, such as The Good Jobs Strategy, within your team.

• Instill a culture of trust and transparency among team members and support your team in achieving performance goals.

• Ensure team adherence to financial targets and operational tactics to achieve performance goals.

• Actively listen to team concerns, identify patterns, and provide timely feedback to management to enhance service delivery.

• Monitor team performance against financial and operational metrics and provide reports to the Manager.

Process Optimization

• Partner with customer clinic management to maintain knowledge management system information, update daily announcements, and troubleshoot issues.

• Partner with the PAaaS Improve team to implement new process and technology solutions within the team.

• Partner with quality assurance and training teams to identify and address performance gaps.

• Drive team efficiency, effectiveness, and adaptability to changing market conditions.

• Use data to identify trends, issues, and solutions within the team’s operations.

• Implement strategies to improve team performance and workflow.

Customer Service Excellence

• Ensure the team meets service level agreement targets.

• Maintain a high standard of customer service to all stakeholders, including patients, providers, and clinic staff.

• Ensure consistent and superior customer service across all interactions.

• Develop and implement practices within the team to deliver, measure, and improve customer service experiences.

• Serve as the primary contact for escalations from team members.

• Answer patient calls during peak service times.

Client Success

• Foster client satisfaction and build long-term relationships through excellent service.

• Meet regularly with clinic supervisors for the clinics supported by the contact center.

• Act as a point of contact for client issues and escalate as necessary to ensure quick resolution.

• Work with the team to deliver positive client experiences and retain loyal customers.

• Support organizational strategies that promote a culture of customer success and positive customer experience.

Team Leadership

• Provide day-to-day supervision to help your team meet department and organizational goals.

• Conduct regular 1-1s with team members, offering guidance and support to help them overcome challenges and achieve their objectives.

• Assist managers by providing input for performance evaluations, resource allocation, and workload management.

• Coordinate cross-functional work efforts and drive projects to timely completion.

Required & Desired Skills

Required Skills and Experience

• 3+ years of experience as a contact center or customer service agent, to include 1+ years of supervisory, team lead, or mentoring/coaching experience.

• Experience in healthcare or patient access operations.

• Strong leadership and team management skills.

• Excellent communication and collaboration abilities.

• Ability to manage operational tasks and achieve performance goals.

• Proficiency in using technology to enhance team processes and operations.

Desired Skills and Experience

• Experience with patient scheduling workflows in Epic.

• Familiarity with Hummingbird business strategies such as The Good Jobs Strategy.

• Strong problem-solving and decision-making skills.

• Knowledge of contact center technologies and best practices.

• Experience in developing and implementing customer service programs.

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.