Patient Access Consumer Experience Strategist

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 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.

Responsibilities

Job Description
Compensation: 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.