Hi. We’re Hummingbird.
We’re a health technology services company with a mission to improve healthcare by better leveraging existing technology. We’re elevating the patient experience by reimagining how patients access care and how healthcare providers leverage their Epic platform. Join us and help build the healthcare experience we want for our communities, our families, and ourselves.
Summary
Positions may be filled as either Senior Contract Center Instructional designer or Contact Center Instructional Designer based on candidate qualifications and experience AND project need.Responsibilities
Benefits Eligible: Yes
Sr. ID Compensation: Starting at $83,000+ per year, based on experience.
ID Compensation: Starting at $70,000+ per year, based on experience.
Travel: Up to 25%-35% for client visits, training, and company events / varies based on project
Work Location: This position is remote. You must work from a location within the United States with consistent internet service.
Working Hours: Time zone varies based on project
Training Needs Analysis
Lead collaborative sessions with contact center leadership, subject matter experts, and stakeholders to analyze training needs and identify performance gaps for patient contact center teams.
Conduct in-depth needs assessments to ensure training programs address complex operational and performance challenges.
Analyze extensive data on team performance, customer feedback, and operational metrics to inform strategic training needs.
Based on current agent and team performance against standard operating procedures, identify and prioritize critical skill gaps and knowledge areas requiring development for contact center teams.
Curriculum Development
Design and develop comprehensive training curricula for patient contact center teams, incorporating a multifaceted approach aligned with instructional design principles and adult learning theory.
Develop high-quality instructional materials, including manuals, guides, and multimedia content, to support the training curriculum with minimal supervision.
Ensure training content is accurate, relevant, and aligned with standard operating procedures, organizational goals, compliance standards, and industry best practices.
Collaborate closely with subject matter experts to incorporate deep technical and procedural knowledge into the curriculum.
Recommend the sequence of training modules and appropriate tools for each module in accordance with the training topics.
Learning Design and Optimization
Lead the creation of sophisticated, engaging, and interactive learning experiences tailored to diverse learning styles and preferences, integrating complex simulations and scenarios relevant to patient call center operations.
Lead the development of robust assessment tools, quizzes, and knowledge checks to measure learning outcomes, evaluate comprehension, and reinforce key concepts covered in training programs.
Leverage LMS and other technology platforms to deliver and track training content, monitor learner usage and progress, and generate comprehensive reports on training effectiveness.
Implement and optimize blended learning solutions, combining online modules, virtual instructor-led sessions, and hands-on practice.
Deliver end-user training when trainers require backup.
Continuous Improvement
Lead training program evaluation to gather detailed feedback, identify areas for significant improvement, and make iterative revisions to enhance learning outcomes for patient contact center teams.
Stay at the forefront of emerging trends, best practices, and innovations in instructional design, e-learning technologies, and adult learning methodologies.
Regularly review and update training content to ensure it remains current and relevant to evolving industry standards and organizational needs.
Provide expert guidance and support to trainers and facilitators in delivering highly effective training sessions and coaching patient contact center teams.
Mentor and assist less-experienced instructional designers, providing guidance on best practices and complex projects.
Serve as liaison with Quality Assurance to ensure alignment between training content, performance metrics, and customer satisfaction goals.
Required & Desired Skills
Required Skills and Experience (Sr. ID)
5+ years of relevant experience in instructional design and/or curriculum production.
Advanced understanding of instructional design principles and adult learning theory.
Proven experience in analyzing training needs and developing advanced training curricula.
Proficiency in creating sophisticated interactive learning experiences and using complex simulations.
Ability to develop effective assessment tools and knowledge checks.
Expertise with LMS and technology platforms for delivering and tracking training content.
Exceptional collaboration skills to work with stakeholders and subject matter experts.
Strong organizational and project management skills, with the ability to manage complex projects independently.
Required Skills and Experience (ID)
2+ years of relevant experience in instructional design and/or curriculum production.
Solid understanding of instructional design principles and adult learning theory.
Experience in analyzing training needs and developing training curricula.
Proficiency in creating interactive learning experiences and using simulations.
Ability to develop effective assessment tools and knowledge checks.
Familiarity with LMS and technology platforms for delivering and tracking training content.
Excellent collaboration skills to work with stakeholders and subject matter experts.
Strong organizational and project management skills.
Desired Skills and Experience
Extensive experience in the contact center industry, particularly within a patient call center.
Current Epic Certification in Cadence/Prelude is desirable. Certification in at least One (1) Epic Application required.
Knowledgeable in Epic Cadence, Prelude, Ambulatory, or Referrals.
Advanced knowledge of e-learning technologies and trends.
Skilled and trained in Amplifire and Cornerstone.
Ability to stay continuously updated on instructional design and training methodologies.
Extensive experience in continuous improvement and training evaluation.
Background in Epic, healthcare or patient services training 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:
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.