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

Join Our Triage Nurse Talent Pool

At Hummingbird, we’re always growing! And that means we’re always on the lookout for caring, detail-oriented professionals who are passionate about improving healthcare access.

By joining our Triage Nurse Talent Pool, you’ll be among the first to be considered when new opportunities open. We often receive a lot of interest in these roles, so it may take a little time to hear back. We promise to keep you updated, usually within a couple of weeks. Our recruiters may reach out to invite you to complete an assessment and have an initial screening call so we can get to know you and help ensure a smooth, fast recruitment process when the time comes.

As a Triage Nurse at Hummingbird, you’ll provide high-quality, efficient, and compassionate care to patients via telephone triage. The Triage Nurse is a customer-service focused nursing professional with an expectation for managing high volume health-care calls (inbound and outbound) within a remote centralized contact center setting. This includes assessing patient needs, offering clinical advice, and ensuring appropriate follow-up care that follows client-specific clinical guidelines, policies, and processes.

In this role, you will handle calls autonomously and work under moderate supervision as you continue to build proficiency, handling increasingly complex tasks and making valuable contributions to team objectives and outcomes.

Responsibilities

Full job description below!

Timeline: We add new specialists about once a month, so we interview continuously. If we offer you a position, your start date could be a few months after your application.

Schedules:

We offer both full-time and part-time (24 hours/week) positions
Monday through Friday
Work-from-home, giving you the flexibility to thrive while making a difference for patients nationwide.

Experience & Competencies: Ideal candidates bring

2+ years of clinical nursing experience, preferably in an emergency, telephonic triage, or critical care setting.
Current, unrestricted RN license in the state of North Carolina OR current Compact State Nursing License or eligibility for licensure in a compact state.
Strong clinical assessment and decision-making skills via telephone.
A genuine passion for helping others, and the ability to communicate with empathy, accuracy, and professionalism.
Attention to detail, excellent typing skills, and technical comfort, including navigating multiple systems simultaneously, are essential to success in this role.

Please note:

We use both your resume and your written/oral communication throughout the process to help evaluate fit for this position.
Thoughtful responses show us your attention to detail, professionalism, and ability to communicate clearly — all key skills for this role.

Compensation: $30.43-$32.72-$35.00 per hour, based on experience
Location: Remote (U.S. only)
Internet: Wired connection required, minimum upload speed of 100 Mbps
Travel: Optional, for company events
Benefits: Eligible at 30+ hours per week
FLSA Status: Non-exempt

Keep in touch! Your next flight into the Hummingbird nest could be just around the corner!

P.S. We know job hunting can be stressful, and we truly appreciate your interest in joining Hummingbird! Please apply only once per position and when you apply for a new position, please use a single candidate profile. Creating multiple applications or candidate profiles actually slows down our review process and can delay responses for everyone. One thoughtful application is all you need. We promise we’ll give it our full attention. 💚

Required & Desired Skills

Telephone Triage

Answer inbound telephone calls promptly and direct callers efficiently, adhering to defined service level agreements (SLAs) and quality metrics.
Verify and document patient information, adhering to HIPAA regulations.
Using Epic’s Nurse Triage module, perform clinical assessments and provide appropriate medical advice following client-specific clinical guidelines, policies, and processes.
Assess the urgency of patient symptoms and guide patients to the appropriate level of care.
Identify patient needs, clarify information, and provide solutions or alternatives using appropriate tools and resources.
Document patient interactions accurately in the electronic health record (EHR) system.
Escalate complex inquiries to senior agents or supervisors as necessary.
Actively participate in training sessions focused on the use of technology in a call center environment and ongoing medical education.

Clinical Decision-Making

Apply clinical knowledge and judgment to prioritize and address patient care needs, following client-specific clinical guidelines, policies, and processes.
Identify and address potential health risks and escalate cases to appropriate providers when necessary.
Coordinate with team members and clinic teams to ensure accurate and efficient scheduling, patient communication, and comprehensive care.

Customer Service Excellence

Address and resolve customer service issues promptly and professionally, ensuring patient satisfaction while maintaining patient confidentiality and adhering to HIPAA regulations.
Communicate effectively with supervisors and lead Triage Nurses, following established protocols and guidelines.
Maintain high standards of service quality by following best practices, actively participating in training, and continuously seeking improvement.

Team Engagement

Actively support team initiatives, contributing to a culture of trust and transparency.
Complete ongoing training to maintain competency in existing and changing workflows.
Contribute knowledge and insights that help achieve team goals.
Collaborate with non-clinical and clinical colleagues to enhance overall performance and understanding of appropriate situations for nurse triage.
Offer practical suggestions to enhance patient access services.
Embrace continuous learning and professional development opportunities.

Required Skills and Experience

2+ years of clinical nursing experience, preferably in an emergency, telephonic triage, or critical care setting.
Current, unrestricted RN license in the state of North Carolina.
Strong clinical assessment and decision-making skills via telephone.
Strong customer service skills including the ability to handle challenging situations with patience and professionalism.
Basic computer literacy and troubleshooting skills.
Ability to type 50 WPM with accuracy.
Strong communication skills, both written and verbal.
Ability to adhere to established clinical protocols and guidelines.
Ability to multitask and prioritize tasks in a fast-paced environment.
Ability to work collaboratively in a team setting.
Comfortable working in a remote work environment.

Desired Skills and Experience

Current Compact State Nursing License or eligibility for licensure in a compact state.
Previous telephone triage or contact center experience is highly desirable.
Familiarity with contact center software and technology.
Prior experience using Epic’s electronic health records (EHR) software.

Please Note: The seniority level of this position may be adjusted during the recruitment process based on candidate skills and experience.

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.

Triage Nurse (Remote, Contact Center) - Talent Pool

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