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HCHB Support Representative


This is a Full-time position in Frisco, TX posted February 25, 2021.

Position Summary: The HCHB Support Representative is responsible for handling software support calls and tickets initiated by Addus Home Health and Hospice branches.

Essential Duties:

  • Managing a Service Desk Plus ticket queue which includes: triaging incoming requests, manage escalations to Addus team members, building out new worker login profiles, device buildout and user errors, and assisting branches in clearing claims or preventing ineligible claims
  • Consult with HCHB’s Customer Experience team as needed to provide solutions to HCHB errors
  • Submit and follow up on HCHB Support Tickets
  • Assist in project tasks related to new agency acquisitions
  • Communicate with branches via phone, email and live chat in a timely fashion to identify and resolve reported issues
  • Identifying trending issues and providing thorough research and documentation of findings
  • Effectively provide consultation and education on the appropriate use of all products within the HCHB Suite
  • Ability to take assigned projects to successful completion
  • The role may also include: training staff during HCHB rollouts, assisting in HCHB quarterly release testing, assist in audit reviews, and develop and conduct training programs to support team members on HCHB applications

Position Requirements & Competencies:

  • High school diploma or GED equivalent, some college preferred
  • No less than 2 years of recent HCHB software experience
  • Excellent written and oral communication skills
  • Excellent customer service skills
  • Must be computer literate and possesses knowledge of computer software, Microsoft Excel (advance skills preferred), internet, Word and Outlook
  • Dependable, conscientious and reliable
  • Ability to analyze and interpret situations to complete tasks or duties assigned
  • Detail oriented, strong organizational skills
  • Team players who are passionate about their work and will actively contribute to a positive, collaborative environment
  • Quick learners with strong problem solving and creative thinking abilities
  • Driven individuals who remain engaged in their own professional growth 

Addus provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.