Service Delivery Analyst Director

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

Responsibilities

Lead the analysts at the heart of our Epic delivery, and grow the people who make it work.

As a Service Delivery Analyst Director at Hummingbird, you’ll lead a team of Epic analysts, supervisors, and managers who deliver high-quality work across our clients’ Epic applications. You’ll set direction, develop leaders, and keep delivery consistent, and you’ll also roll up your sleeves as a working leader, doing analyst work alongside your team.

You’ll work with high autonomy in complex, ambiguous situations, aligning people, resources, and processes so your teams produce dependable results over time. You’ll stay well rounded across Epic applications such as Cadence, Prelude, Ambulatory, and MyChart, and you’ll focus on building clear paths for analysts to grow toward consultant roles and for support specialists to grow into analysts. Many of the managers on this team are newer leaders, so a genuine passion for coaching and developing people is central to the role.

What You’ll Do

• Lead and develop a team of Epic analysts, supervisors, and managers, setting clear standards and holding the team accountable for consistent, scalable delivery.

• Coach and support managers, many of them first-time leaders, helping them build confident, high-performing teams.

• Hire, onboard, and retain top Epic talent, and manage staffing and allocation assignments.

• Create clear development paths that move analysts toward consultant roles and help support specialists grow into analysts.

• Direct staffing, utilization, and allocation decisions, balancing company targets, client needs, and each person’s growth.

• Contribute to delivery as a senior practitioner, staying well rounded across Epic applications such as Cadence, Prelude, Ambulatory, and MyChart.

• Own Epic certification tracking and training-fund allocation across the organization, including scheduling new certifications and keeping teams cross-skilled.

• Establish operating rhythms that give visibility into workload, capacity, risk, and throughput, and surface issues early with stakeholders.

• Partner across functions to align delivery with strategy, resolve dependencies, and support proposals, scopes of work, and smooth sales-to-delivery transitions.

• Address performance concerns decisively and fairly, in line with Hummingbird values.

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

• Compensation: Expected range is $162,500 to $211,250. New hires usually start between $162,500 and $195,000, 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

Required & Desired Skills

What You’ll Bring

• 8+ years of relevant experience, including 4+ years leading teams or functional work.

• Active Epic certifications, especially Cadence, Prelude, Ambulatory, or MyChart, with real build or application experience, not just certification.

• Experience leading a team of Epic analysts, and the supervisors or managers who lead them, with a track record of recruiting, developing, and retaining strong talent.

• Hands-on Epic application knowledge, with the ability to work alongside analysts and guide them through complex, ambiguous problems rather than waiting for a task to be defined.

• A genuine passion for growing people and leaders, including giving and receiving direct, sometimes difficult feedback.

• Proven ability to own strategy, operating approach, and end-to-end outcomes for a service delivery area, program, or client operation.

• Strong executive communication and cross-functional collaboration skills in dynamic, high-ambiguity environments.

• Ability to make delivery tradeoffs and resolve performance risks across people, process, and resourcing.

Nice to Have

• Prior experience working at Epic is highly preferred.

• Background as a leader at Epic who moved into consulting or implementation, leading teams of analysts or consultants.

• Familiarity with the Epic certification process and training-fund management, plus experience building scalable standards in a remote, fast-growing organization.

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.

Growth at Hummingbird

This role sits at the center of our Service Delivery leadership team. You’ll shape how a growing analyst organization develops, and as Hummingbird grows you’ll have the opportunity to expand your scope, take on new functions and capabilities, and help build the next generation of analysts, consultants, and leaders. At Hummingbird, we believe good jobs should lead somewhere, and that starts here.

A Note on Authentic Interviews

We believe the best hiring conversations are real ones. Notes are welcome, and jotting things down during the call is completely fine. What we ask is that you don’t use AI tools or similar assistance to generate your responses in real time. We’re genuinely trying to get to know you: how you think, how you communicate, and what you’ve experienced. That connection matters to us, and it’s hard to find when answers are scripted rather than interactive.

We’re a team that makes healthcare more human. We’d love to meet the person behind your application.

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.

About Us

We're ready to grow the nest. We're a healthcare services team obsessed with reimagining access to elevate the patient experience.

Hummingbird is taking flight and we’re looking for those who are ready to create a world-class organization. Join us in building a workplace that values real change and real relationships.

We’re looking for the dreamers and the doers who were born to hustle and influence the next era of better healthcare for their communities, their families, and for themselves.

We believe by leading with respect, cultivating an innovation-focused growth mindset, and prioritizing the strength of a cohesive team, we have the power to reimagine the healthcare experience and create profound impact for our partners at scale.

Let's take flight. Together.

Benefits

At Hummingbird, we believe that taking care of our team means offering benefits that actually make a difference in your life, not just a list of checkboxes.

We're proud to offer coverage that works for you and your family, including:

• Two medical plan options (HDHP and PPO) through a national health plan, plus free Teladoc access for 24/7 virtual care

• Dental and vision coverage, with orthodontia options

• Company contributions to your HSA if you choose the HDHP, because we want to help you save

• 100% company-paid Basic Life, AD&D, and short- and long-term disability insurance

• A 401(k) with up to 3% company match, auto-enrolled so you're set up for success from day one

• Flexible PTO, Wellness PTO, 11 paid holidays, and 12 weeks of paid Parental Leave for eligible new parents

• Free access to counseling and support through our Employee Assistance Program (EAP)

You do meaningful work, and we want your benefits to reflect that. We know that feeling supported at work starts with knowing your health, your family, and your future are taken care of. That's not an afterthought here. It's the point.

Through UnitedHealthcare, UMR creates and publishes the Machine-Readable Files on behalf of Hummingbird Healthcare Inc..

To link to the Machine-Readable Files, please click here: Transparency in Coverage

Protecting Our Candidates

Recruitment Scam Alert

We want to give you a heads up: we've recently become aware of scammers posing as Hummingbird Healthcare recruiters online. It's frustrating, and we're sorry anyone has to deal with it.

These scams can show up as fake job postings, requests for personal or financial information, or interview invitations through unofficial channels.

Here's how to spot the real us:

• Legitimate Hummingbird recruiters only contact candidates from @hummingbird.healthcare email addresses.

• We do not conduct interviews via text message, WhatsApp, or non-company platforms.

• We will never ask for payment, bank details, or personal identification numbers during the hiring process.

• All current openings are posted exclusively on our official careers page at Hummingbird.Healthcare.

If something feels off, trust your gut. Please don't respond, and forward any suspicious messages to peopleoperations@hummingbird.healthcare so our team can look into it.

We take this seriously because you matter to us. Thank you for helping us keep our hiring process safe and trustworthy.