Remote Contact Center Engineer Jobs (NOW HIRING)

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
Help patients get the right level of care with calm, clinically sound guidance over the phone.
As a Triage Nurse at Hummingbird, you'll be the first clinical voice many patients hear when they're unsure what to do next. You'll provide telephone triage in a remote, centralized contact center - assessing symptoms, determining urgency, and guiding patients to safe next steps using client-specific protocols and Epic's Nurse Triage module.
Most of your day will be on the phone managing back-to-back calls, using your nursing judgment and clear guidelines to advise patients, route them appropriately, and support follow-up care.
You'll work with a supportive team of nurses and non-clinical colleagues and receive training, coaching, and feedback to grow your skills, handle increasingly complex scenarios, and continuously improve how we deliver care.
Responsibilities
Note: This posting is for our ongoing Triage Nurse Talent Pool. We interview continuously and anticipate frequent openings, with start dates typically 2-6 months after your application.
What You'll Do
In this role, you'll combine clinical judgment, technology, and communication skills to guide patients safely and efficiently:

• Provide telephone triage with Epic's Nurse Triage module, asking focused questions to assess symptoms, rule out red flags, and recommend the right level of care.
• Verify and update patient information, protect privacy under HIPAA, and coordinate with clinic teams to schedule or adjust appointments and escalate urgent or complex cases.
• Document calls in real time in the EHR while using Epic and contact center tools to navigate charts, follow protocols, and meet quality and performance expectations.
• Handle emotionally charged situations with empathy and professionalism, ensuring patients feel heard, informed, and confident about next steps.
• Take part in ongoing training and continuous improvement, sharing trends and feedback to strengthen workflows, quality, and team culture.

The Details

• Employment Eligibility: Candidates must be legally authorized to work in the United States without sponsorship.
• FLSA Status: Non-exempt
• Work Location: Remote. You must work from a location within the United States with consistent Internet service. Wired Internet is required.
• Schedule: Full-time, Monday-Friday; shifts vary between the hours of 7:00AM - 6:30PM EST
• Compensation: Expected range is $30.43 - $35.00 per hour. New hires usually start between $31.00 and $33.00, depending on experience and internal equity.
• Benefits: Comprehensive medical, dental, and vision coverage; paid time off; 401(k); parental leave; career development support; and more
• Training: Paid, structured onboarding that includes Epic workflows, client-specific protocols, and ongoing education and coaching.

Expectations for Focus & Presence

• To support patients and each other, this role requires your full attention during scheduled work hours. Our Outside Employment Policy doesn't allow overlapping work or "job stacking," so any outside work must happen fully outside your Hummingbird schedule.
• We're a camera-ready team, and you'll need to be on-camera during training and when needed during the workday after training ends.
• We value connection, teamwork, and being present, which is what keeps our patients safe and our team supported. If that's what you're looking for, you'll feel at home here. If you're hoping to hold another job during the same hours, this job won't be the best match.

About our Talent Pool
Hummingbird is growing fast, and we interview year-round for our Triage Nurse Talent Pool. While we're not hiring for this specific role right now, we typically add new specialists monthly, so start dates are often 2-6 months after applying.
Joining the talent pool means you'll be among the first considered when opportunities open. We receive a lot of applications, so hearing back may take a little time, but we'll keep you updated, usually within a couple of weeks. You may also be invited to complete an assessment or have a brief conversation with a recruiter as part of early screening.
Growth at Hummingbird
This role is a key part of our clinical support model. You'll build depth in telephone triage, Epic workflows, and patient communication: skills that are valuable across many care settings.
As you gain experience, you may have opportunities to:

• Take on more complex triage protocols and specialty areas.
• Support quality review, coaching, or training for other nurses.
• Contribute to workflow and protocol improvements with clinical and operations teams.

At Hummingbird, we believe good jobs should lead somewhere. Your experience as a Triage Nurse can open doors to future opportunities in clinical leadership, operations, or specialist roles as our services continue to grow.
Why You'll Love Working Here
We're on a mission to make healthcare more human. For our Triage Nurses, that means combining evidence-based practice with empathy, clarity, and calm - especially when patients are worried or unwell.
You'll receive structured training, clear protocols, and support from leaders who understand remote triage, building confidence and autonomy as you handle a wide range of patient scenarios over the phone.
Our nurses often say how meaningful it is to guide patients to the right care quickly, still using their clinical expertise every day in a setting that emphasizes safety, communication, and connection - without the pace of a bedside shift.
Required & Desired Skills
What You'll Bring

• Current, unrestricted RN license in North Carolina; willingness to obtain additional licensure if needed.
• 1+ years outpatient telephone triage experience or 3+ years clinical nursing experience (ideally primary care, emergency, home health, or med-surg).
• Strong clinical assessment skills and sound judgment, with the ability to follow standardized guidelines and know when to pause and escalate.
• Excellent communication skills - you translate complex medical information into clear, patient-friendly language and maintain a calm, steady presence when patients are anxious or unsure.
• Comfort in a remote contact center setting with back-to-back calls, defined performance metrics, and real-time use of multiple systems (EHR and contact center tools) while documenting and typing ~50 WPM.
• A strong commitment to patient privacy and strict adherence to HIPAA and all relevant policies.

Nice to Have

• Previous telephone triage or contact center experience
• Experience using Epic
• Compact nursing license or eligibility for compact licensure, depending on state and client requirements

What Helps You Shine

• Please note that we use both your resume and your written and oral communication throughout the hiring process to understand your fit for this role.
• Thoughtful, clear responses help us see your attention to detail, your professionalism, and your ability to communicate with care - skills that are essential for success on our team.

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.