Job Description

Client Services Incident Manager

Homecare Homebase is searching for a Client Services Incident Manager who will oversee incident escalations for its home health and hospice clients. This exciting opportunity will allow HCHB Client Services to focus on the most significant issues for our customer base, positively impacting our customers' ability to provide care. In addition, this position will focus on educating our customer base on how they can best support their end-users, thus becoming overall better users of the software solution.

At Homecare Homebase, we help home health and hospice organizations across the nation overcome the business and technological challenges that stand in the way of patient care and efficiency. As a Client Services Incident Manager, you will play an essential role in prioritizing work for internal support teams and ensuring that we eliminate obstacles in a timely manner so that our customers can focus their time and energy on delivering high quality patient care. You will be responsible for:

• Meeting or exceeding established productivity and quality standards
• Demonstrating ownership of incident escalations, requested bug fixes, and educational opportunities through monitoring of all incident queues, incident trends, servicing time metrics, and regular customer calls
• Managing multi-thread problem-solving efforts across multiple teams to achieve timely resolution of incidents, of root cause analyses, or of custom development work that is to be delivered by a support group
• Creating documentation for our knowledge base
• Identifying Customer Satisfaction and process improvement opportunities
• Exemplifying CARES core values to promote a positive work environment and adherence to core values

Homecare Homebase's mission is to empower exceptional care among all the clients we serve. The Client Services Incident Manager supports this mission by providing excellent customer service, supporting our clients with their daily use of our software, and providing guidance to team members to ensure expedient incident resolution. We are seeking:

• Highly organized persons who work well under the pressure of multiple projects and deadlines, display active listening, and are detail-oriented
• Driven individuals who remain engaged in their own professional growth and thrive under clearly defined goals and ample career opportunities
• Quick learners with strong problem solving and creative thinking abilities
• Strong written and verbal communicators who are empathetic to customer needs and desire to make a difference in the lives of others
• Team players who are passionate about their work and will actively contribute to a positive, collaborative environment
• Effective leaders who demonstrate strong ownership abilities and are capable of driving resolutions to meet department and company goals

Education requirements: this career opportunity requires a bachelor's degree or an equivalent combination of some college and significant work experience.

At Homecare Homebase, we don't just help our clients succeed; we help our employees succeed. Competitive pay, robust benefits, and professional development opportunities are a few of the many reasons that Homecare Homebase is a great place to build your career. Our Team Members Also Enjoy:

• Meaningful work. Our employees often tell us that their work gives them a sense of purpose because it makes a difference in the lives of clinicians and homecare staff.
• A Leader who cares. President Luke Rutledge has continued the mission to create a culture that cares- one that appreciates and takes good care of its people. As a result, being an employee of HCHB feels like being a member of a big family.
• Flexibility. We value work-life balance because we know that happy employees create happy clients. That's why Homecare Homebase offers a range of career opportunities to fit life's unique demands.
• A company that gives back. Every year, Homecare Homebase proudly supports numerous charitable fundraising initiatives that align with our mission of empowering exceptional care and helping others in need.

Founded in 1999, Homecare Homebase is dedicated to helping our clients overcome business and technological challenges that stand in the way of clinical outcomes and operational efficiency. We work with home health and hospice organizations to tackle problems big and small. Our services are rooted in systems thinking and reach across the entire organization from Intake to Discharge to achieve transformative results.

This position does not provide sponsorship. All applicants should either be US Citizens or Permanent Residents eligible to work in the US without immigration restrictions.

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