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

Every day, healthcare contact centers handle thousands of patient conversations. Hidden inside those interactions are signals about what’s working, what isn’t, and where patients are getting stuck. In this role, you’ll help uncover those signals and turn them into insights that improve both patient experience and operational performance. 

As a Sr. Analyst, Technology & Data – Call Insights & Caller Intent Analysis at Hummingbird, you’ll transform unstructured call and chat data into structured intent models and measurable operational insights. Your work will help teams understand why patients are reaching out, where friction exists in the journey, and what improvements can reduce repeat contacts and improve resolution.

Your day will often involve digging into conversational data, testing hypotheses about customer behavior, validating AI-generated classifications, and collaborating with operations, product, and service delivery teams to translate insights into action. You’ll work with conversational intelligence platforms and analytics tools to build frameworks that quantify outcomes like resolution, escalation, churn risk, and customer friction. 

This is a role for someone who enjoys solving ambiguous problems, asking the right questions to uncover root causes, and turning complex technical analysis into clear insights that teams can act on. 

Responsibilities

What You’ll Do 

• Design and evolve a structured caller intent taxonomy aligned with operational and strategic priorities 

• Translate unstructured conversational data into measurable signals that track resolution, escalation, repeat contacts, churn risk, and customer friction 

• Validate AI-generated intent classifications using structured QA frameworks, including precision and recall measurement 

• Identify performance drivers and friction points across the customer journey and surface actionable improvement opportunities 

• Build hypotheses around repeat contacts, service breakdowns, or patient confusion and test them using conversational analytics tools 

• Partner with operations, service delivery, and product teams to turn insights into workflow, scripting, staffing, or product improvements 

• Configure and refine conversational intelligence tools (such as CallMiner or similar platforms) to capture the right signals and data points 

• Communicate technical findings clearly to both technical and non-technical partners, translating analytics into practical decisions 

• Guide structured testing and validation approaches for new models, intent classifications, and operational improvements 

• Mentor peers and strengthen documentation and analytics practices to improve clarity, maintainability, and long-term impact 

The Details 

• Employment Eligibility: Candidates must be legally authorized to work in the United States without sponsorship 

• Work Location: Remote. You must work from a location within