KMS Administrator

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

As a Knowledge Management System (KMS) Administrator at Hummingbird, you will be responsible for maintaining a comprehensive knowledge management system for our healthcare partners’ contact centers. You will gather and coordinate information from various stakeholders, input relevant content, and ensure that the KMS effectively meets the needs of users. Collaborating with the support services team and clinic stakeholders, you will gather critical information and understand when to engage IT support to improve site functionality and development. Your role will be pivotal in promoting effective knowledge sharing and resource management within the organization.

Responsibilities

Employment Eligibility: Candidates must be legally authorized to work in the United States without sponsorship.

FLSA Status: Non-Exempt

Compensation: $22.00-$26.50 per hour less statutory deductions

Work Location: This position is remote. You must work from a location within the United States with consistent internet service.

Travel: 2-3 times/year for company events OR whatever the role requires.

Benefits Eligible: Yes

People Manager: No

System Maintenance

• Maintain the KMS, following standardized processes for adding and updating content, including pages for new clinics and providers.
• Regularly review and enhance KMS functionalities to improve user experience and efficiency.
• Collaborate with IT to troubleshoot system issues and implement necessary upgrades.
• Utilize documented processes for how to update the KMS sites in all relevant scenarios, making improvement recommendations as needed to ensure transparency and adherence to best practices.
• Document processes and changes made to the KMS for transparency and reference.
• Ensure compliance with organizational policies and data security standards.
  
  

Content Management

• Create, curate, and maintain knowledge content, including articles, documentation, and multimedia resources.
• Implement quality assurance measures to verify the accuracy and relevance of knowledge resources.
• Collaborate with subject matter experts to gather and update content regularly.
• Organize and classify content for easy access and retrieval by users.
• Monitor feedback and engagement metrics to continuously improve content effectiveness.
  
  

Knowledge Capture and Organization

• Identify, capture, and organize critical knowledge and expertise within the organization.
• Develop taxonomies and metadata structures to facilitate efficient knowledge retrieval.
• Create and maintain organized repositories and databases for knowledge assets.
• Collaborate with teams to ensure all relevant knowledge is documented and accessible.
• Assist in coordinating and facilitating workshops or meetings to gather and share knowledge effectively.
  
  

Knowledge Sharing and Integration

• Promote the use of collaboration tools and platforms to enhance knowledge sharing across the organization.
• Integrate KMS solutions into existing systems and workflows for seamless access.
• Educate employees on KMS tools, processes, and best practices for effective usage.
• Partner with Training team to embed KMS navigation into broader training program.
• Monitor user engagement and provide ongoing support for knowledge-sharing activities.
• Develop strategies to encourage a culture of knowledge sharing and continuous learning.
  
  

Performance Tracking and Optimization

• Analyze key performance metrics related to engagement and effectiveness of the KMS.
• Monitor and track usage and impact of optimization initiatives and knowledge-sharing activities.
• Provide insights and recommendations for enhancing knowledge management programs based on performance data.
• Collaborate with leadership to align knowledge management efforts with organizational goals.
  
  

Required & Desired Skills

Required Skills and Experience

• 2+ years of relevant experience in knowledge management or a related field.
• Familiarity with knowledge management principles and best practices.
• Proficiency in KMS software and tools, with the ability to analyze and present data.
• Excellent communication and collaboration skills to work effectively across teams.
• Strong organizational skills with attention to detail in managing content.
  
  

Desired Skills And Experience

• Familiarity with healthcare industry knowledge management practices.
• Experience in developing training support materials or standard operating procedures.
• Knowledge of data governance and compliance standards relevant to knowledge management.
  
  

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.