Client Services Lead Incident Manager

The Opportunity

Homecare Homebase is searching for a Lead Incident Manager to oversee case escalations, problem escalations, and educational opportunities for assigned customers to ensure the best possible experience with Homecare Homebase.

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 Lead Incident Manager, you are often the face of Homecare Homebase for our clients and a driving force to help us achieve our department and company goals. You will play an essential role in prioritizing and communicating the needs of our customers so that they can focus their time and energy on delivering high quality patient care.

You will be responsible for:

• Acting as a liaison and advocate for assigned customers, working with various groups throughout the organization to drive timely resolution for customer needs.
• Determining impact and priority, following case and problem escalation rules when appropriate. Serving as point of contact and customer advocate on escalation bridge calls and providing timely and efficient communication to customers on urgent matters.
• Utilizing CSAT surveys and customer feedback to identify and contact CSAT detractors. Working diligently to improve relationships with detractors and increase CSAT ratings for assigned agencies.
• Managing regular calls with Authorized Requestors and other customer helpdesk staff.
• Identifying and reporting on educational opportunities for assigned customers.
• Providing communication to assigned accounts regarding RCAs, downtime, clean-ups, SOWs, and other items impacting customers.
• Meeting or exceeding established productivity and quality standards.
• Collaborating with Lead Customer Experience Technicians, Client Services Managers, and other leadership groups throughout the organization.
• Providing accurate and holistic feedback on team members' performance to assist with employee evaluation. Working with Client Services Managers to implement strategies and provide coaching to improve team performance, foster team growth, and assist with meeting department and company goals.
• Exemplifying CARES core values and providing leadership to team members 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 Lead 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 quality service. We are seeking:

• 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
• Highly professional and personable individuals with excellent relationship-building skills
• Team players who are passionate about their work and will actively contribute to a positive, collaborate 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. Above all, employees are part of a work environment where we live our CARES values: Care, Act, Respect, Excel, and Smile.

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, as well as the patients they serve.

A CEO who cares. CEO Scott Decker 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 both 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.