Contact Center Training 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 a Contact Center Training Manager at Hummingbird, you will oversee and support patient contact center education services and knowledge management administration. This role involves developing strategic plans, overseeing technology implementation, ensuring compliance with regulatory requirements, and fostering collaboration across departments to drive operational excellence and continuous improvement. You will be accountable for the development and maintenance of the Contact Center learning & development program. You will lead a team of learning professionals providing support services across one or multiple customers, with direct and indirect management responsibilities.

This role is instrumental in fostering a culture of continuous improvement, innovating training methodologies, and contributing to overall success. You'll collaborate cross-functionally, working closely with stakeholders to ensure the training program meets immediate needs, aligns with broader organizational goals, and leverages emerging learning technologies across the organizations’ ecosystem. You’ll conduct assessments, analyze data, diagnose organizational inefficiencies, implement solutions-oriented measures to enhance efficiency, and establish metrics to measure training impact.

Responsibilities

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

Compensation: Starting at $100,000 to $122,500 less statutory deductions.

FLSA Status: Exempt.

Working Hours: Eastern / Mountain Time.

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

On Call: Required to participate in escalations.

Travel: 20% for client visits, training, and company events.

Benefits Eligible: Yes.

People Manager: Yes.

Operations Strategy and Management

• In support of the contact center team(s), lead day-to-day operations of Learning & Development, ensuring alignment with organizational goals.

• Implement strategies to boost efficiency, streamline processes, and enhance service delivery within the team.

• Collaborate with key stakeholders to establish training governance and assess programming needs.

• Design scalable frameworks that prioritize learner engagement and performance.

• Develop and maintain best practices, policies, and procedures for Learning & Development.

• Anticipate future resource needs based on workload projections and team growth.

• Oversee training sessions, ensuring high engagement, effective knowledge transfer, and impactful learning outcomes.

• Manage processes for accurate tracking and reporting of training activities, attendance, and performance metrics.

Performance Management and Reporting

• Report key training insights to drive strategic planning and foster continuous improvement.

• Provide senior management with regular updates on Learning & Development performance and impact on contact center and team member performance.

• Prepare and present detailed performance analyses, offering actionable insights and recommendations to leadership and stakeholders.

• Monitor KPIs to assess the effectiveness of Learning & Development initiatives, identifying improvement areas and implementing necessary adjustments.

• Lead the integration of new technologies and processes, ensuring smooth adoption and enhanced performance.

Collaboration and Stakeholder Engagement

• Serve as the primary liaison between Learning & Development and departments such as IT, clinical staff, human resources, and contact center operations, ensuring effective communication and collaboration.

• Collaborate with the Quality Assurance team to address learning gaps and boost quality assurance and patient satisfaction scores.

• Engage with stakeholders to understand their needs, gather feedback, and implement strategies that enhance satisfaction and operational excellence within support services.

• Work closely with project managers, department heads, and end users to align training with project timelines and meet expectations.

• Provide regular, proactive updates on training progress to department leadership, addressing concerns or issues promptly.

Compliance and Continuous Improvement

• Monitor training sessions and collect feedback from learners and managers to drive continuous improvement.

• Regularly assess training programs to identify and implement areas for enhancement.

• Track key performance indicators to guide data-driven improvements in training effectiveness.

• Ensure Learning & Development processes comply with regulatory requirements, company policies, and SLAs.

• Stay updated on industry trends, best practices, and advancements in Learning & Development, integrating relevant innovations into organizational practices.

General

• Keep current with all Learning & Development processes, tools, and technologies, and act as a backup for team members when needed to maintain service levels.

Team Leadership

• Lead the team(s) to meet department and organizational goals.

• Engage the team through 1-1s, team meetings, feedback, recognition, clear communication, and development of standard work.

• 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.

• Model and guide the team towards embracing and demonstrating Hummingbird culture and values.

Required & Desired Skills

Required Skills and Experience

• 5+ years of experience in Learning & Development, ideally in a healthcare or patient access setting.

• Demonstrated experience in managing and developing a team, including resource allocation, performance reviews, and conflict resolution.

• Prior experience designing and delivering both system workflow and behavioral skills development training.

• Exceptional communication and stakeholder management skills, including the ability to confidently facilitate meetings and drive consensus.

• Proven experience in program development and execution, including developing and implementing policies, procedures, and governance structures.

• Excellent data analysis skills, with experience in generating insights and reports.

• Familiarity with modern learning development tools (e.g., Articulate360, Amplifire, etc.). 

• Direct experience with instructional design, curriculum build, LMS build, reporting, and optimization.

• Experience establishing metrics and evaluation programs to measure training effectiveness.

• Strong leadership, communication, interpersonal, and relationship building skills.

• Excellent organizational, project management, and change management skills.

• Familiarity with Epic applications, training approach, and materials.

Desired Skills and Experience

• Prior experience managing a training team in a patient access environment.

• Knowledge of regulatory standards and compliance requirements relevant to patient contact centers, including HIPAA (Health Insurance Portability and Accountability Act).

• Familiarity with service level agreements and performance metrics in healthcare operations.

• Background in change management, continuous improvement processes and ROI assessment.

• Ability to strategically plan and manage multiple projects and initiatives simultaneously.

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.
 

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