Senior Instructional Designer Healthcare Contact Center (Remote)

Hummingbird is seeking a Sr. Contact Center Instructional Designer to create our training programs for patient contact center teams. Join our team and be instrumental in empowering our agents to help patients access vital healthcare services.

Role requirements are listed below! Candidates with outstanding written communication skills, strong attention to detail, and 5+ years of instructional design and curriculum production experience, preferably in a contact center environment.

**Candidate resumes and applications will be evaluated based on these characteristics**

What You’ll Do: As a Sr. Contact Center Instructional Designer at Hummingbird, you’ll lead the charge in revolutionizing training for healthcare contact centers, analyzing their training needs, crafting engaging adult learning experiences, and leveraging cutting-edge tech to deliver and track training content. Design comprehensive curricula for various stakeholders, ensuring our patient contact center agents and team members have the tools to consistently provide outstanding patient experiences.

Training Needs Analysis:

• Lead collaborative sessions with leadership, SMEs, and stakeholders to identify training needs and performance gaps.
• Conduct in-depth assessments and analyze data to inform training strategies and prioritize skill gaps.

Curriculum Development:

• Design and develop comprehensive training curricula aligned with instructional design principles and adult learning theory.
• Create high-quality instructional materials, ensuring content accuracy and compliance with organizational goals.
• Collaborate with SMEs to incorporate technical knowledge into the curriculum and recommend training tools and sequences.

Learning Design and Optimization:

• Develop engaging and interactive learning experiences tailored to diverse learning styles.
• Utilize advanced LMS and technology platforms to deliver and track training content.
• Implement blended learning solutions and provide backup training delivery when needed.

Continuous Improvement:

• Lead program evaluations to gather feedback and make iterative improvements.
• Stay updated on emerging trends in instructional design and e-learning.
• Regularly review and update training content to ensure relevance to industry standards.
• Mentor less-experienced instructional designers and assist with complex projects.

What You’ll Bring:

• 5+ years of experience in instructional design and curriculum production, preferably within a patient call center environment.
• 3+ years’ experience designing and developing content using modern learning technology tools (e.g., Adobe suite, Articulate Storyline, UPerform, Gomo, Lectora, Camtasia, etc.).
• Advanced understanding of instructional design principles and adult learning theory.
• Proven experience in analyzing training needs and developing advanced curricula.
• Proficiency in creating interactive learning experiences and using simulations.
• Expertise with LMS and technology platforms for delivering and tracking training content.
• Exceptional collaboration skills to work with stakeholders and SMEs.
• Strong organizational and project management skills for managing complex projects.

It Would be Amazing if You Also Have:

• Extensive experience in the contact center industry, particularly within a patient call center.
• Background in Epic, healthcare, or patient services training programs.
• Advanced knowledge of e-learning technologies and trends.
• Continuous improvement and training evaluation expertise.

How We Work

We collaboratively developed team expectations and we think it’s important you understand what we value as you consider working with us. As a team, we hold ourselves accountable to these expectations:

• Be Proactive by anticipating end user’s needs, researching what we don’t know, aligning individual tasks with broader organizational goals, and using training materials for effective communication.
• Support Each Other by open and transparent communication, seeking help, actively listening, and considering alternate perspectives through collaboration.
• Orient to the Outcome by embracing flexibility and regularly checking that work is heading towards the results you seek.
• Document left, right, up, and down! With thorough documentation, we provide clarity and transparency, facilitating collaboration.
• Take Time to Reflect both personally and by soliciting feedback. This also helps us report progress, acknowledge and appreciate contributions, and embrace process improvement.

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:

• Value kindness and work to actively foster an environment of inclusion and respect.
• Seek out learning and growth for themselves and support those around them in their growth journey.
• Bring curiosity and an openness to innovation to all their interactions.
• Approach conflict directly by listening carefully and seeking to understand.
• 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.