Client Education and Knowledgebase Lead

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 success is fueled by our Education teams that are driven by their passion to make a difference in patient care. 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 people that want to make a difference.

Position Description

The Client Education and Knowledgebase Lead oversees the development maintenance and optimization of internal and external knowledge resources to enhance employee and client engagement. This role supports the Customer Experience Portal in ServiceNow ensuring content accuracy usability and HIPAA compliance while collaborating with cross-functional teams to identify knowledge gaps and improve information accessibility. Responsibilities include creating and updating knowledgebase articles and learning materials driving Knowledge-Centered Service (KCS) adoption and analyzing performance metrics to optimize case deflection and content engagement. The position also coordinates and promotes training programs managing logistics communications and materials through the Learning Management System (LMS). This role serves as a liaison between internal teams IT and clientsleading portal cabinet meetings gathering feedback and ensuring all communications and educational content are accurate consistent and on-brand.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Responsibilities for the Client Education and Knowledgebase Lead can vary but should include:

• Maintain internal and external knowledgebases to ensure accuracy relevance usability and HIPAA compliance.
• Administer and optimize the Customer Experience Portal within ServiceNow collaborating with IT to implement enhancements.
• Partner cross-functionally to collect curate and organize knowledge for publication across internal and client-facing platforms.
• Review and update existing content to ensure accuracy consistency and alignment with brand and regulatory standards.
• Identify knowledge gaps and collaborate with subject matter experts to develop new high-value content.
• Create edit and publish knowledgebase articles resources and training materials optimized for searchability and user engagement.
• Monitor knowledgebase and portal performance metrics; implement strategies to improve engagement and case deflection rates.
• Coordinate communication for educational programs ensuring accurate course descriptions materials and schedules.
• Develop and distribute marketing and communication materials including emails newsletters and updates to promote training and resources.

REQUIRED SKILLS:

• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• A positive professional and self-starter attitude.
• The ability to interact effectively with clients.

EXPERIENCE:

• Bachelors degree or five years relevant experience
• ServiceNow and Smartsheet experience a bonus
• Prior Knowledge Management experience a bonus.

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.