Contact Center Operations Manager

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 the Contact Center Operations Manager at Hummingbird, you will oversee the operational functions of the patient access center, implementing strategic initiatives, managing client relationships, and ensuring continuous improvement of processes and technologies. This role requires a strong focus on optimizing efficiency and service quality, fostering a culture of trust and transparency, and collaborating with various teams to meet organizational objectives. You will lead a virtual team, manage financial targets, partner daily with the access center support services team, and drive customer service excellence across all PAaaS Operate customers.

Responsibilities

Operational and Financial Management

• Implement and manage Hummingbird business strategies, such as The Good Jobs Strategy.

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

• Manage financial targets and apply contact center operational tactics to achieve performance goals.

• Partner with access center support services team to coordinate recurring training, quality assurance auditing and coaching, and workforce management to maintain agent shift schedules.

• Serve as the primary contact between the client clinics and the access center.

• Actively listen to issues, identify patterns, and provide timely feedback to facilitate communication and enhance service delivery.

• Analyze financial status and implement cost-saving measures without negatively impacting quality.

• Prepare and present financial performance reports to senior leadership and clients.

• Lead and partner projects and initiatives.

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 innovate and implement new process and technology solutions.

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

• Monitor access center service level dashboards throughout the business day, and utilize data to identify trends, issues, and possible solutions. .

• Develop and implement strategies to improve operational team performance.

• Stay abreast of industry trends and emerging technologies to maintain a competitive edge.

• Reviews and provides feedback for knowledge management content and informs team of updates as they occur.

Customer Service Excellence

• Deliver service level agreement targets.

• Ensure superior customer service to all stakeholders, including patients, providers, and clinic staff.

• Maintain consistent customer experience across multiple channels – telephonic and digital.

• Support the implementation of customer experience programs that outline the processes for delivering, measuring, and improving the customer service experience.

• Foster client satisfaction and long-term relationships.

Client Success

• Ensure superior customer service.

• Foster client satisfaction and long-term relationships.

• Manage client success programs to ensure positive experiences and build a long-term competitive advantage, retain loyal customers, and expand revenue.

• Collaborate and unite leadership to create strategies for the organization that encourage a culture of customer success and positive customer experience.

• Act as champion and driver of the organization's culture and values.

Team Leadership

• Lead your team to meet department and organizational goals.

• Engage your team through 1-1s, team meetings, feedback, recognition, and clear communication.

• Provide guidance and coaching to help team members embrace growth, develop new skills, and meet their personal and professional goals.

• Perform management tasks including resource allocation, performance reviews, conflict resolution, and personnel management.

Required & Desired Skills

Required Skills and Experience

• 5+ years of proven experience in contact center operations or a related field, to include two or more years in a supervisory or management position.

• Strong operational and financial management skills, including demonstrated ability to coach team members to advance skills.

• Superior customer service and client relationship management skills.

• Proficiency in leveraging technology to enhance processes and operations.

• Exceptional communication and collaboration abilities.

• Effective in a fast-paced environment demonstrating strong problem-solving skills.

• Responsible for other duties as assigned.

Desired Skills and Experience

• Experience in healthcare or patient access contact center operations.

• Advanced problem-solving and decision-making skills.

• Knowledge of integrating IT systems within operational processes.

• Experience in developing and managing customer experience 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.