Senior Operations Consultant, Patient Access

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead structured discovery and assessments of the current state to uncover workflow gaps, access challenges, and opportunities for improvement within patient access functions.

• Convert findings into clear, evidence-based recommendations that align with Hummingbird’s delivery standards and are tailored to each client’s specific context.

• Take ownership of delivery across designated workstreams, overseeing tasks, dependencies, and stakeholder communication from problem identification through to execution.

• Proactively identify risks and tradeoffs, address them early, and suggest practical solutions moving forward.

• Facilitate client-facing design sessions, workshops, and working meetings with professionalism and a commanding executive presence.

• Establish trusted relationships with clinic teams and operational stakeholders, acting as a reliable partner who comprehends both the operational and human aspects of healthcare access.

• Provide updates, findings, and recommendations in a manner that fosters alignment and action across clinical and administrative audiences.

• Utilize data and operational insights to assess scheduling optimization, referral workflows, prior authorizations, and contact center performance.

• Develop decision trees, templates, and visit type logic that enhance clarity and consistency in workflows.

• Evaluate contact center readiness and assist clients in building or centralizing patient access functions they may not have previously established, including WFM, QA, call deflection, and knowledge management.

• Document workflows, findings, and execution strategies to promote transparency and encourage long-term adoption.

• Mentor colleagues and aid in refining delivery methods, tools, and templates for others to utilize.

• Leverage technology and automation to enhance the efficiency and consistency of daily delivery tasks.

• Support essential client delivery activities as necessary, including contact center assistance, project support, and administrative responsibilities.

⛳️ Requirements

• 4–5+ years of experience in healthcare operations, patient access, or a related advisory/consulting role, with proven independent delivery in complex, cross-functional settings.

• Practical experience within health systems utilizing Epic: understanding the operational functionality of the platform, even if not previously in an Epic analyst role.

• Frontline or supervisory background in clinic operations, encompassing authorizations, scheduling, referrals, front office workflows, and a clear understanding of what operational improvements entail for a healthcare organization.

• Experience with or within contact centers: managing, centralizing, or standardizing patient access functions.

• Capability to lead design sessions and client-facing meetings with assurance, clarity, and professionalism.

• Strong analytical abilities; proficient in utilizing data and operational metrics to identify gaps and propose access improvement recommendations.

• Familiarity with process documentation tools such as Visio, along with knowledge of project management practices.

• Effective communicator with both clinical and non-clinical stakeholders, including executive audiences.

• Possess a growth mindset, comfortable navigating ambiguity, and driven by the desire to create solutions that have not been previously developed.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage

• Paid time off

• 401(k)

• Parental leave

• Career development support

• and more