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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 an RN Agent at Hummingbird, you’ll provide high-quality, efficient, and compassionate care to patients via telephone triage. This includes assessing patient needs, offering clinical advice, and ensuring appropriate follow-up care that follows client-specific clinical guidelines, policies, and processes.

In this role, you will work under moderate supervision as you develop proficiency, conducting work of increasing complexity and contributing to team objectives and outcomes

Responsibilities

Telephone Triage

• Answer inbound telephone calls promptly and direct callers efficiently, adhering to defined service level agreements (SLAs) and quality metrics.

• Verify and document patient information, adhering to HIPAA regulations.

• Using Epic’s Nurse Triage module, perform clinical assessments and provide appropriate medical advice following client-specific clinical guidelines, policies, and processes.

• Determine the urgency of patient symptoms and direct patients to the appropriate level of care.

• Identify patient needs, clarify information, and provide solutions or alternatives using appropriate tools and resources.

• Document patient interactions accurately in the electronic health record (EHR) system.

• Escalate complex inquiries to senior agents or supervisors as necessary.

Clinical Decision-Making

• Use clinical knowledge and judgment to prioritize and manage patient care needs, following client-specific clinical guidelines, policies, and processes.

• Identify and address potential health risks and escalate cases to appropriate providers when necessary.

• Coordinate with team members and clinic teams to ensure accurate and efficient scheduling, patient communication, and comprehensive care.

Customer Service Excellence

• Address and resolve customer service issues promptly and professionally, ensuring patient satisfaction while maintaining patient confidentiality and adhering to HIPAA regulations.

• Communicate effectively with supervisors and team leads, following established protocols and guidelines.

• Maintain high standards of service quality by following best practices, actively participating in training, and continuously seeking improvement.

Team Engagement

• Actively support team initiatives, contributing to a culture of trust and transparency.

• Complete ongoing training to maintain competency in existing and changing workflows.

• Share insights and support team goals.

• Collaborate with non-clinical and clinical colleagues to enhance overall performance and understanding of appropriate situations for nurse triage.

• Suggest practical solutions to improve patient access services.

• Embrace continuous learning and professional development opportunities.

Required & Desired Skills

Required Skills and Experience

• 2+ years of clinical nursing experience, preferably in an emergency, telephonic triage, or critical care setting.

• Current, unrestricted RN license in the state of North Carolina.

• Strong clinical assessment and decision-making skills via telephone.

• Strong customer service skills including the ability to handle challenging situations with patience and professionalism.

• Basic computer literacy and troubleshooting skills.

• Ability to type 50 WPM with accuracy.

• Strong communication skills, both written and verbal.

• Ability to adhere to established clinical protocols and guidelines.

• Ability to multitask and prioritize tasks in a fast-paced environment.

• Ability to work collaboratively in a team setting.

• Comfortable working in a remote work environment.

Desired Skills and Experience

• Current Compact State Nursing License or eligibility for licensure in a compact state.

• Previous telephone triage or contact center experience is highly desirable.

• Familiarity with contact center software and technology.

• Prior experience using Epic’s electronic health records (EHR) software.

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.