Job Summary

Provide support management to our customer contacts to ensure applications are utilized as designed to provide software solution to the home health agency.  Responsible for working with Product Management and Development teams to research and resolve problems with the application.

Skills and Requirements

• Act as liaison between customer contacts and Homecare Homebase beginning with implementation and continuing throughout customer use of application.
• Serve as primary point of escalation between customer triage and customer contact to ensure all issues are addressed in timely manner.
• Act as liaison between customer and Director, Product Management, Development, and Quality Assurance teams to coordinate resolution to customer concerns, questions, or enhancement requests.
• Hold conference calls, provide and coordinate training with customers to proactively address needs and provide education as needed.
• Monitor Key Performance Indicators for assigned accounts and report this information to customers during conference calls.
• Monitor trends in customers’ environments and address areas identified as potential problems for the customer.
• Monitor open work orders for assigned customers to ensure issues are addressed timely.
• Coordinate with Team Leads, Process Manager/ Trainer for Customer Support team, to ensure support staff is aware of any challenges with the customer that may impede successful use of the application.
• Educate new customers on operations of the Customer Support team and how to obtain assistance when needed.
• Work with the implementation team with new customer implementations to assure training is established to allow proper use of the application. This includes participating in the system set up for new customers to assure an easy transition between implementation and support.
• Assist Director with coordination of notices to customers of releases, patches, and any unexpected application occurrences.
• Provide leadership to customer support team members serving as a subject matter expert on the proper use of the application.
• Provide insight into application challenges for the development and quality assurance team to ensure customer concerns are addressed in a timely manner.
• Research customer inquiries utilizing SQL Enterprise Manager and SQL Query Analyzer to pin point data irregularities.
• Research data functionality and report problems to the development team with needed steps for customer resolution.
• Act as a resource person to the implementation team members as needed while on site with a new customer.
• Assist customer field agents to utilize the hand held application and synch data back to the office based application.
• Adhere to departmental policy regarding necessary documentation.
• Adhere to HIPAA policies of Homecare Homebase.
• Assure confidentiality of agency information.
• Additional duties and responsibilities as assigned.
• Good communication skills
• Good investigation and problem solving skills
• Ability to understand complex software applications
• Ability to work under pressure of multiple projects and deadlines
• Self-motivated individual who can work with minimal direction
• MS SQL experience is a plus

Education

• Bachelor’s degree desired.
• Registered nurse desired
• Technical training in data analysis, but not required.

Experience

• Minimum of three years experience in the healthcare IT (home health and/or hospice industry experience desired).
• Minimum of two years experience in customer service/support, including specific experience in the analysis of software functionality
• Demonstrated ability to analyze and solve complex problems.

Additional Information and Benefits

Please provide specific details of career accomplishments in response to requirements noted above. HCHB as a strong team-oriented culture where your skills will be valued and appreciated!  For more information, see www.hchb.com

Benefits: Medical Insurance, Life Insurance, Dental Insurance, Paid Vacation, Paid Sick Days, Paid Holidays, Short Term Disability, Long Term Disability, Simple IRA

To apply, send your cover letter, resume, and salary requirement  by email to: careers@hchb.com

Homecare Homebase is an Equal Opportunity Employer.