Hummingbird Healthcare

Compensation

Full Description

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 Join Our Patient Access Specialist Talent Pool At Hummingbird, we’re always growing! And that means we’re always on the lookout for caring, detail-oriented professionals who are passionate about improving healthcare access. By joining our Patient Access Specialist Talent Pool, you’ll be among the first to be considered when new opportunities open. We often receive a lot of interest in these roles, so it may take a little time to hear back. We promise to keep you updated, usually within a couple of weeks. Our recruiters may reach out to invite you to complete an assessment and have an initial screening call so we can get to know you and help ensure a smooth, fast recruitment process when the time comes. As a Patient Access Specialist at Hummingbird, you will engage with patients, handle appointment scheduling, address inquiries, provide MyChart technical support, and update patient data. You will provide exceptional customer service and contribute to an overall positive patient experience. We are looking for individuals who are passionate about patient care, technology-enabled healthcare solutions, and creating a seamless patient experience. In this intermediate-level position, you’ll work under moderate supervision as you develop proficiency in the role. You’ll complete general tasks and routine assignments independently, while receiving coaching and support from more experienced team members as you tackle more complex work like handling intricate tasks such as including cross-coverage of complementary service lines, managing complex registrations, correcting registration errors, supporting digital health tools, and assisting with referral coordination. Responsibilities Full job description below! Timeline: We add new specialists about once a month, so we interview continuously. If we offer you a position, your start date could be a few months after your application. Schedules: We offer both full-time and part-time (24 hours/week) positions Monday through Friday Work-from-home, giving you the flexibility to thrive while making a difference for patients nationwide. Experience & Competencies: Ideal candidates bring 1+ year of phone-based customer service experience (with a strong preference for healthcare or patient access) A genuine passion for helping others, and the ability to communicate with empathy, accuracy, and professionalism. Attention to detail, excellent typing skills, and technical comfort, including navigating multiple systems simultaneously, are essential to success in this role. Please note: We use both your resume and your written/oral communication throughout the process to help evaluate fit for this position. Thoughtful responses show us your attention to detail, professionalism, and ability to communicate clearly — all key skills for this role. Compensation: $20.43–$23.00 - $25.03 per hour, based on experience Location: Remote (U.S. only) Internet: Wired connection required, minimum upload speed of 100 Mbps Travel: Optional, for company events Benefits: Eligible at 30+ hours per week FLSA Status: Non-exempt Keep in touch! Your next flight into the Hummingbird nest could be just around the corner! P.S. We know job hunting can be stressful, and we truly appreciate your interest in joining Hummingbird! Please apply only once per position. Creating multiple applications or candidate profiles actually slows down our review process and can delay responses for everyone. One thoughtful application is all you need. We promise we’ll give it our full attention. 💚 Required & Desired Skills Call Handling & Patient Support Answer inbound telephone calls promptly and direct callers efficiently, adhering to defined service level agreements (SLAs) and quality metrics. Support outbound call campaigns when as directed supervisor. Address general questions from callers regarding services provided by the healthcare organization. Identify patient needs, clarify information, and provide solutions or alternatives using appropriate tools and resources. Guide patients to the correct clinical resources based on established protocols. Escalate complex inquiries to senior agents or supervisors as necessary. Appointment Scheduling and Coordination Use the Epic electronic medical record system to schedule various appointment types. Communicate necessary instructions to patients based on defined workflows for each appointment type. Cancel and reschedule appointments as needed, following established protocols. Pre-register patients who are new to the health system by capturing all required demographic and insurance information, per standard workflows. Validate demographic and insurance information for established patients. Document requests for prescription refills, lab orders, and test results, and process them in accordance with documented workflows and protocols. Assist with identifying and initiating necessary referrals for specialist appointments, procedures, and tests. Communicate with medical practices using defined communication methods on behalf of callers. Use the telephony platform, knowledge management system, and other contact center tools to complete daily work. Promote and encourage patient enrollment in self-service and digital patient access tools, such as the MyChart patient portal. MyChart & Technical Support Assist patients with MyChart account setup, password resets, and login troubleshooting. Provide guidance on secure messaging, online scheduling, and virtual visit setup. Troubleshoot technical issues related to MyChart, patient registration, and EMR access. Educate patients on the benefits of self-service tools, helping them navigate digital health solutions. Coordinate with IT support teams when technical issues require additional resolution. 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. Demonstrate genuine care and understanding for patients' needs and concerns, ensuring a compassionate and supportive interaction. Recognize and respond appropriately to the emotions of patients, maintaining a positive and empathetic demeanor. Team Engagement Actively support team initiatives, contributing to a culture of trust and transparency. Complete ongoing training to maintain competency in MyChart support, digital health tools, and changing workflows. Share insights and support team goals. Collaborate with colleagues to enhance overall performance. Suggest practical solutions to improve patient access services. Embrace continuous learning and professional development opportunities. Serve as a peer sponsor for associate agents to support their growth and development. Required Skills and Experience 1+ years of experience as a contact center agent or phone-based customer service representative. 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. Familiarity with contact center software and technology. Strong communication skills, both written and verbal. Ability to adhere to established 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 Familiarity with healthcare or patient access services. Familiarity with using electronic medical record (EMR) and MyChart. Strong problem-solving skills and the ability to think critically. Flexibility and adaptability to change. Bilingual or multilingual. Familiarity with medical terminology. Please Note: The seniority level of this position may be adjusted during the recruitment process based on candidate skills and 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. We're ready to grow the nest. We're a healthcare services team obsessed with reimagining access to elevate the patient experience. Hummingbird is taking flight and we’re looking for those who are ready to create a world-class organization. Join us in building a workplace that values real change and real relationships. We’re looking for the dreamers and the doers who were born to hustle and influence the next era of better healthcare for their communities, their families, and for themselves. We believe by leading with respect, cultivating an innovation-focused growth mindset, and prioritizing the strength of a cohesive team, we have the power to reimagine the healthcare experience and create profound impact for our partners at scale. Let's take flight. Together.