What are the responsibilities and job description for the Client Services Incident Manager position at Hearst Media Services?
The Opportunity
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.
The Challenge
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
What We're Looking For
Homecare Homebase's mission is to empower exceptional care among all the clients we serve. The Client Success 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.
What You Can Expect from Us
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.
About Homecare Homebase
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.
Sound like a good fit? Please take a moment to apply for this position.
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.
Homecare Homebase was started by a group of home care experts to offer practical, real-world solutions for nurses and field clinicians on the front lines of home health and hospice. Over the years, we’ve built on our experience and employed some of the smartest software developers, customer experience specialists, and adult learning experts out there. The result is a practical, powerful solution that empowers caregivers in the growing home health and hospice industries with the tools they need to be their very best.
As a subsidiary of Hearst Corporation, Homecare Homebase offers a stimulating, challenging environment where diverse ideas are met with enthusiasm. Our success is fueled by our talented teams that are driven by their passion to make a difference in patient care. Our employees work in a culture that is guided by values of caring, action, respect, excellence, and smile (a positive attitude). If you want to work in a role where your skills have a direct influence on patient care, Homecare Homebase is the next step in your career.
Degree Level : Bachelor's Degree
