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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 Performance Program Architect specializing in Workforce Management at Hummingbird, you will develop and maintain end-to-end support service programs for contact center workforce optimization. In collaboration with the Service Development and Operate teams, you will ensure that workforce management capabilities meet business needs and client expectations. You will provide client-facing consulting to enhance scheduling, forecasting, and resource allocation. Your role will involve partnering with internal leaders to optimize workforce strategies, pilot innovative scheduling solutions, and share successful methodologies across clients.

Responsibilities

Compensation: Starting at $143,000/year, based on experience.
Benefits Eligible: Yes

Travel: 25%-35% for client visits, training, and company events. 2-3 trips per year for client visits, training, and company events.

Working Hours: Eastern Time / Mountain Time (based on client needs)

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

Program Development and Innovation

• Develop and maintain all aspects of an end-to-end healthcare contact center Workforce Management support service program.

• Collaborate with service development to maintain consistent documentation, including workforce management service specifications, scheduling playbooks, workflows, and operating procedures.

• Continuously innovate the program, driving maturity and achieving positive outcomes in terms of service and operational efficiency.

• Define key performance indicators (KPIs) and monitor performance metrics related to scheduling accuracy, adherence, and overall workforce efficiency.

• Introduce workforce management processes and technologies (e.g., advanced forecasting models and scheduling tools) to optimize staffing models, workforce allocation and improve service levels.

• Conduct assessments of current workforce management practices and leverage industry best practices to enhance program effectiveness and client satisfaction.

Client-Facing Consulting

• Engage in billable client work to evaluate, establish or optimize the Workforce Management program within client organizations.

• Act as a consultant within project teams, leading or advising on evaluations of workforce methodologies, benchmarking current performance, and recommending improvements.

• Serve as an advisor to performance transformation consultants and operational team members to ensure adherence to best practice standards for workforce management, scheduling, and resource allocation.

• Offer training and workshops for clients to improve their understanding of workforce management tools and strategies, enhancing their operational performance.

• Develop tailored workforce management solutions, including scheduling algorithms and reporting mechanisms, to address specific client challenges and operational goals.

Performance Optimization

• Monitor performance of the workforce management program and partner with operational leaders to design and implement optimizations for scheduling and resource allocation.

• Develop and implement best-practice Workforce Management (WFM) analysis frameworks to standardize complex forecasting, scheduling, and resource management.

• Gather feedback from frontline operators and clients, pilot new scheduling workflows or tools, and document successes to share with stakeholders.

• Lead internal governance committees to prioritize and approve optimization requests specific to the Workforce Management program.

• Stay updated on industry trends in workforce management technologies and scheduling methodologies to enhance Hummingbird's offerings.

• Maintain relationships with third-party workforce management vendors, driving continuous improvements in their tools and ensuring alignment with Hummingbird’s evolving operational needs.

Sales Support

• Support project scoping, proposal writing, pitching, and SOW writing for the Workforce Management program, in collaboration with Growth, PAaaS, and Performance Transformation teams.

• Conduct market research to identify potential client needs related to workforce optimization, ensuring that proposals are tailored to meet those needs and reflect current trends in scheduling and forecasting.

• Contribute to the design and positioning of workforce management solutions that align with clients' goals for operational efficiency and service excellence.

Operate Program Readiness

• Onboard new Operate leaders to Workforce Management methodologies, tools, and reporting processes.

• Provide expert-level guidance and support to Operate workforce management team, mentoring junior team members and fostering their analytical skills, enabling them to address intricate workforce challenges effectively.

• Mentor and coach workforce management leaders, ensuring they understand core processes, KPIs, and tools for effective resource allocation.

• Establish shared governance processes with clients who maintain their own internal workforce operations.

• Develop a comprehensive transition plan for clients, outlining key milestones and responsibilities to ensure a smooth handover of workforce management operations.

• Conduct training sessions and workshops for client staff to familiarize them with Hummingbird’s workforce management tools and frameworks, ensuring they are well-equipped to utilize the new systems effectively.

Team Leadership

• Provide guidance and mentorship to a small team of individual contributors, offering regular feedback on performance, strengths, and areas for improvement.

• Conduct regular 1-1 meetings with team members, helping them overcome challenges and achieve their objectives.

• Collaborate with department leadership to set performance objectives and development plans for team members and conduct performance reviews.

• Lead by example in demonstrating high performance standards and expectations.

Required & Desired Skills

Required Skills and Experience

• 8+ years of experience in Workforce Management, including hands-on experience in scheduling, forecasting, and resource allocation within a contact center environment.

• In-depth knowledge of healthcare contact center operations, including staffing models, shift bidding processes, and adherence management, particularly in healthcare or similar service-oriented industries.

• Extensive experience with diverse workforce management software and tools, including expertise in call center metrics, advanced forecasting, and scheduling solutions.

• Familiarity with industry best practices for workforce management, including workforce analytics, optimization strategies, and performance benchmarking.

• Proven ability to evaluate and recommend technology solutions tailored to client needs.

• Experience leading management initiatives related to workforce processes, driving adoption of new tools and methodologies among team members and clients.

• Proven track record in designing, configuring, and implementing innovative workforce management programs that drive operational excellence and enhance service levels.

• Proficiency in defining, monitoring, and analyzing key performance indicators (KPIs) to inform data-driven decision-making and continuous program optimization, particularly in high-volume settings.

• Strong analytical skills with the ability to interpret complex data sets and translate findings into actionable insights for workforce optimization.

• Excellent communication and interpersonal skills, enabling effective collaboration with cross-functional teams and stakeholders at all levels.

• Excellent communication skills, with the ability to effectively present insights and recommendations to stakeholders at all levels of the organization.

• Demonstrated ability to manage multiple projects simultaneously, prioritizing tasks to meet tight deadlines while maintaining a high level of attention to detail.

Desired Skills and Experience

• Familiarity with AI-driven solutions, such as real-time analytics, conversational AI, and machine learning applications, for enhancing call center performance.

• Experience collaborating with healthcare executives and stakeholders, effectively advocating for the strategic value of contact center functions in enhancing patient experience and operational efficiency.

• System configuration experience with a variety of Workforce Management solutions

• Background in data visualization techniques and tools, with the ability to present complex workforce data clearly and compellingly to non-technical stakeholders.

• Experience in conducting training sessions and workshops tailored to diverse audiences, empowering clients to leverage workforce management tools effectively.

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.