Freeing you to focus on what matters most.
Sr. Analyst, Technology & Data – Call Insights & Caller Intent Analysis
Location
United States
Posted
4 hours ago
Salary
$91.6K - $119K / year
No structured requirement data.
Job Description
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
Every day, healthcare contact centers handle thousands of patient conversations. Hidden inside those interactions are signals about what’s working, what isn’t, and where patients are getting stuck. In this role, you’ll help uncover those signals and turn them into insights that improve both patient experience and operational performance.As a Sr. Analyst, Technology & Data – Call Insights & Caller Intent Analysis at Hummingbird, you’ll transform unstructured call and chat data into structured intent models and measurable operational insights. Your work will help teams understand why patients are reaching out, where friction exists in the journey, and what improvements can reduce repeat contacts and improve resolution.
Your day will often involve digging into conversational data, testing hypotheses about customer behavior, validating AI-generated classifications, and collaborating with operations, product, and service delivery teams to translate insights into action. You’ll work with conversational intelligence platforms and analytics tools to build frameworks that quantify outcomes like resolution, escalation, churn risk, and customer friction.
This is a role for someone who enjoys solving ambiguous problems, asking the right questions to uncover root causes, and turning complex technical analysis into clear insights that teams can act on.
Responsibilities
What You’ll Do
Design and evolve a structured caller intent taxonomy aligned with operational and strategic priorities
Translate unstructured conversational data into measurable signals that track resolution, escalation, repeat contacts, churn risk, and customer friction
Validate AI-generated intent classifications using structured QA frameworks, including precision and recall measurement
Identify performance drivers and friction points across the customer journey and surface actionable improvement opportunities
Build hypotheses around repeat contacts, service breakdowns, or patient confusion and test them using conversational analytics tools
Partner with operations, service delivery, and product teams to turn insights into workflow, scripting, staffing, or product improvements
Configure and refine conversational intelligence tools (such as CallMiner or similar platforms) to capture the right signals and data points
Communicate technical findings clearly to both technical and non-technical partners, translating analytics into practical decisions
Guide structured testing and validation approaches for new models, intent classifications, and operational improvements
Mentor peers and strengthen documentation and analytics practices to improve clarity, maintainability, and long-term impact
The Details
Employment Eligibility: Candidates must be legally authorized to work in the United States without sponsorship
Work Location: Remote. You must work from a location within the United States with consistent Internet service
Work Type: Full-time
Schedule: Standard business hours with flexibility based on project needs
Compensation: The range for this role is $91,600 - $119,000. New hires typically start between $91,600 - $110,000, based on experience and internal equity.
Benefits: Comprehensive medical, dental, and vision coverage; paid time off; 401(k); parental leave; career development support; and more
Travel: Minimal, occasional travel for team or client collaboration may be required
Required & Desired Skills
What You’ll Bring
5+ years of experience in conversational analytics, contact center analytics, customer experience analytics, or related data disciplines
Experience designing or managing intent frameworks, signal models, or AI classification validation methodologies
Hands-on experience with conversational intelligence platforms and AI-generated tagging or classification systems
Proven ability to translate unstructured interaction data into measurable operational insights and business impact
Strong analytical skills and experience structuring ambiguous problems into measurable analyses
Ability to communicate complex technical concepts in clear, plain language for operational and business audiences
Experience working cross-functionally with operations, service delivery, product, or technical teams
Comfort working in a lean, fast-moving environment where priorities may shift and structure is still evolving
Ability to independently manage priorities, navigate ambiguity, and drive work forward with minimal oversight
Nice to Have
Experience with conversational intelligence platforms such as CallMiner or similar speech analytics tools
Experience analyzing repeat contacts, root causes, or operational friction in contact center environments
Experience working in healthcare, health technology, or other highly regulated industries
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 — all skills that are essential for success on our team.
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.
Why You’ll Love Working Here
We’re on a mission to make healthcare more human, and that includes how we support our people. You’ll find clarity in expectations, connection in how we work together, and real opportunity to grow your skills over time. We invest in development because we want your work here to lead somewhere meaningful.
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.
