Client Education and Knowledgebase Lead

About Us

JOB DESCRIPTION

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.

Client Education and Knowledgebase Lead

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 clients—leading 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:

• Bachelor’s 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.