Client Services Incident Manager

Hearst Health•Dallas, TX

About The Position

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. 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.

Requirements

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

Responsibilities

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