Client Services Incident Manager

Hearst • Dallas, TX

38d

About The Position

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 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

Benefits

• 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.
• Meaningful work.
• Flexibility.
• A company that gives back.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level