Knowledge Base Manager

About Us

Homecare Homebase, a subsidiary of Hearst Corporation is a market leader in healthcare software development providing mobile cloud-based solutions for clinical, operational, and financial improvement of homecare and hospice agencies throughout the United States. Our software enables real time solutions for wireless information exchange and communication between office staff, field staff, and physicians.

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. We are hiring dedicated individuals that want to make a difference.

Position Description

The Knowledge Base Manager is responsible for reviewing, updating, and managing Homecare Homebase's internal and external knowledge bases. The ideal candidate for this role must be an effective communicator, great collaborator, and has great time management and writing skills. The Knowledge Base Manager should be well versed in current knowledge management best practices and how to apply them to daily Homecare Homebase operations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

On-going management of existing knowledge bases and content associated with them.

Work cross-functionality with teams to harvest knowledge to be added to the knowledge bases, both internal and external.

Manage Customer Experience Portal within ServiceNow.

Identify and effectively communicate knowledge gaps with cross-functional teams.

Review existing content for accuracy and present/historical relevance.

Make sure content adheres to brand standards and HIPPA compliances.

Work with ServiceNow IT team to enhance Customer Experience Portal.

Lead Customer Experience Portal Cabinet with clients.

Add new content based on submissions from Homecare Homebase employees.

Optimized existing content for search ability.

Optimize knowledge bases to help drive key case deflection metrics.

Train staff on proper knowledge management practices and effective use of the tools available.

Help drive engagement of KCS programs with different teams.

Review feedback from Homecare Homebase employees and customers.

Assure confidentiality of agency information.

Additional duties and responsibilities as assigned.

ESSENTIAL SKILLS

Prior Knowledge Management experience is a plus

Prior technical writing experience is a plus

Prior ServiceNow experience is a plus

Great at team collaboration

Self-Starter - Initiative

Time management

Grammar/Writing

Communication (written and oral)

Organization

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 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 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.

HCHB requires all applicants to be US citizens or have a green card allowing them to work in the US without being subject to export control restrictions.