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.
SummaryAs a Consumer Experience Strategist at Hummingbird, you will play a pivotal role in designing our consumer experience strategy, embedding human-centered design principles into client interactions and cross-functional initiatives. You will shape key strategic projects, advise on patient experience improvements, and drive consumer engagement strategies. A core focus of this role is supporting technology implementation and optimization within PAaaS Operate, driving positive end-user experiences for both patients and agents as new technologies are integrated.
ResponsibilitiesJob DescriptionCompensation: Starting at $122,000+, based on experience.Benefits Eligible: Yes.Travel: 25%-35% for client visits, training, and company events.Working Hours: Alignment with client work hours within the US.Work Location: This position is remote. You must work from a location within the United States with consistent internet service.
Experience Management Strategy - Develop and implement a comprehensive strategy managing patient experience across the client life cycle, serving as the experience management SME across assessments, consulting, and long term operate engagements.
- Collaborate with cross-functional teams to ensure that experience improvement initiatives contribute meaningfully to a positive, reliable, and efficient workplace.
- Establish goals for experience improvements aligned with our organizational vision, ensuring alignment with overall quality and service standards.
- Monitor emerging trends, technologies, and best practices in experience management to ensure strategies remain innovative and effective.
Experience Research - Design and implement a robust methodology for consumer experience research, incorporating diverse methods such as surveys, focus groups, interviews, usability testing, gap analyses and behavioral analytics to evaluate consumer experience.
- Implement systems to collect and analyze end-user feedback and patient satisfaction data. This may include performing consulting or advising consulting teams on Hummingbird's experience research methodology.
- Partner with Value & Insights Leader to measure ROI of experience management initiatives by connecting improvements to financial outcomes, patient retention, and operational efficiencies.
- Partner with the Access Analytics Architect and data & technology teams to integrated experience data within Patient Access reporting suite, ensuring a data-driven approach to can be leveraged for continuous improvement and strategic planning.
- Leverage consumer and employee feedback to prioritize improvement efforts, measure performance optimization impact, and generate strategic insights.
Experience Improvement - Create standardized frameworks and scalable processes to ensure a consistent approach to experience improvement across all client engagements.
- Ensure insights from experience research and feedback are integrated into project prioritization and strategic planning.
- Partner with performance transformation and operational teams to implement experience management frameworks, driving measurable improvements across Hummingbird's operate clients.
- Build strong partnerships with internal and client stakeholders to align experience management strategies with their organizational goals and performance objectives.
Experience Design - Drive the integration of human-centered design principles across optimization initiatives, ensuring solutions are sustainable, supportive, and beneficial for all stakeholders.
- Develop and execute employee engagement strategies that actively involve end-users in designing and improving the overall experience.
- Collaborate with technology experts and operational leads to develop frameworks for ideal customer experiences and align new processes with consumer needs.
- Collaborate with our Patient Access as a Service operations team to design and implement processes for evaluating, addressing, and resolving patient concerns effectively.
Technology Implementation Support - Guide experience design for new technology implementations within PAaaS Operate, focusing on patient and agent satisfaction.
- Collaborate with implementation teams to ensure a seamless experience during technology rollouts, emphasizing simplicity, reliability, and positive end-user experience.
- Develop experience-centric frameworks for evaluating new technology, participating in consumer-facing vendor evaluations
- Partner with training teams to ensure best practices and new features are incorporated in end-user training for optimal technology adoption and effectiveness.
- Monitor feedback on technology use and adoption post-implementation to identify areas for further experience improvement.
Required & Desired SkillsRequired Skills and Experience - 5+ years of experience in consumer experience, human-centered design, behavioral science or a related field.
- Experience working in Healthcare or Patient Experience Operations.
- Familiarity with technology implementation in a service-oriented environment, particularly within healthcare.
- Proficiency in experience mapping, consumer journey analysis, and behavioral research techniques.
- Experience working with journey mapping, design and prototyping tools (e.g., Figma, Miro)
- Experience working with survey and feedback tools (e.g., Press Ganey, Medallia, Qualtrics, Survey Monkey)
- Strong data analysis skills, with the ability to translate insights into actionable strategies that enhance reliability and fairness.
- Excellent communication and collaboration skills, with experience in cross-functional project work.
Desired Skills and Experience - Experience working in the Patient Access and Epic (EMR) space
- Experience with user research and testing tools (e.g., UserTesting, Lookback, Dovetail)
- Knowledge of Performance-as-a-Service (PAaaS) frameworks and strategies.
- Background in consumer psychology or behavioral economics.
- Experience in a healthcare or service-oriented setting, with an emphasis on patient or consumer engagement.
- Epic (EMR) experience preferred.
The Hummingbird ApproachWe 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 StatementHummingbird 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 ...@hummingbird.healthcare to request accommodations and we'd be happy to chat.