Workforce Management Program Architect – Healthcare Patient Access

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 a Performance Program Architect specializing in Workforce Management at Hummingbird, you will develop and maintain end-to-end support service programs for contact center workforce optimization. In collaboration with the Service Development and Operate teams, you will ensure that workforce management capabilities meet business needs and client expectations. You will provide client-facing consulting to enhance scheduling, forecasting, and resource allocation. Your role will involve partnering with internal leaders to optimize workforce strategies, pilot innovative scheduling solutions, and share successful methodologies across clients.

Responsibilities

Compensation: Starting at $143,000/year, based on experience.
Benefits Eligible: Yes

Travel: 25%-35% for client visits, training, and company events. 2-3 trips per year for client visits, training, and company events.

Working Hours: Eastern Time / Mountain Time (based on client needs)

Work Location: This position is remote. You must work from a location within the United States with consistent internet service.

Program Development and Innovation

• Develop and maintain all aspects of an end-to-end healthcare contact center Workforce Management support service program.

• Collaborate with service development to maintain consistent documentation, including workforce management service specifications, scheduling playbooks, workflows, and operating procedures.

• Continuously innovate the program, driving maturity and achieving positive outcomes in terms of service and operational efficiency.

• Define key performance indicators (KPIs) and monitor performance metrics related to scheduling accuracy, adherence, and overall workforce efficiency.

• Introduce workforce management processes and technologies (e.g., advanced forecasting models and scheduling tools) to optimize staffing models, workforce allocation and improve service levels.

• Conduct assessments of current workforce management practices and leverage industry best practices to enhance program effectiveness and client satisfaction.

Client-Facing Consulting

• Engage in billable client work to evaluate, establish or optimize the Workforce Management program within client organizations.

• Act as a consultant within project teams, leading or advising on evaluations of workforce methodologies, benchmarking current performance, and recommending improvements.

• Serve as an advisor to performance transformation consultants and operational team members to ensure adherence to best practice standards for workforce management, scheduling, and resource allocation.

• Offer training and workshops for clients to improve their understanding of workforce management tools and strategies, enhancing their operational performance.

• Develop tailored workforce management solutions, including scheduling algorithms and reporting mechanisms, to address specific client challenges and operational goals.

Performance Optimization

• Monitor performance of the workforce management program and partner with operational leaders to design and implement optimizations for scheduling and resource allocation.

• Develop and implement best-practice Workforce Management (WFM) analysis frameworks to standardize complex forecasting, scheduling, and resource management.

• Gather feedback from frontline operators and clients, pilot new scheduling workflows or tools, and document successes to share with stakeholders.

• Lead internal governance committees to prioritize and approve optimization requests specific to the Workforce Management program.

• Stay updated on industry trends in workforce management technologies and scheduling methodologies to enhance Hummingbird's offerings.

• Maintain relationships with third-party workforce management vendors, driving continuous improvements in their tools and ensuring alignment with