Job Information

Kindred at Home Tier 2 - Home Care Home Base (HCHB) IT Support in Atlanta, Georgia

Tier 2 - Home Care Home Base (HCHB) IT Support

Corporate - Accounting, Finance, HR, IT, Marketing

Atlanta, GA

  • ID:71917

  • Full-Time/Regular

Our Care Matters.

When you join the Kindred at Home team, you become part of something bigger. We are the nation’s leading provider of comprehensive home health, hospice, and non-medical home care services. Our team delivers compassionate, high-quality care to patients in their homes or places of residence, including non-medical personal assistance, skilled nursing, rehabilitation, hospice and palliative care. Now more than ever, people in your community need in-home healthcare. Our team helps to keep them safely at home, during moments that matter most to them. Our caregivers focus on each unique patient to deliver the appropriate care and emotional support to our patients and their families.

Our Employees Matter.

We believe a world-class patient experience is enabled by an exceptional employee experience. And, committed to fostering an amazing employee experience at Kindred at Home. Our people are our greatest resource and asset, and we are committed to helping our employees thrive and fulfill their personal and professional goals.

We offer:

  • Competitive pay and 401k

  • Healthy Steps Wellness

  • Healthcare Plans

  • Employee Assistance Program

  • Centers of Excellence Program

  • Educational Assistance

  • Clinical ladder for professional credentialing and advancement

  • Leadership development

  • Talent focused Framework

  • Targeted personal and career development planning

The Customer Success Associate is responsible for providing TIER2 support for business applications included but not limited to EMR/EHR, HR, Financial, Ancillary, and Third-party vendor applications. Provides guidance and expertise with second-level support issues including but not limited to troubleshooting, triaging, and reassigning internal or to third-party vendors as applicable. Works as a liaison between customer and third-party vendor support team. Supports the organization’s overall business initiatives by applying an excellent understanding of processes and supporting information technologies to optimize information systems. Provides continued customer support inclusive of supporting education and application comprehension.

  • Abides by and demonstrates the company Mission – Vision – Values through both behavior and job performance on a day-to-day basis.

  • Provides advanced technical assistance and support for incoming inquiries, service requests.

  • Properly triage, categorize and communicate with the customer and perform root cause analysis and replicate reported problems to ensure proper diagnosis.

  • Ensure the customer is promptly notified while ensuring resolution and/or proper hand-off to team members.

  • Ensures effective communication between IT and end-users to ensure mutual understanding and agreement on ServiceNow application processes.

  • Escalate tickets to the next level of support, as needed.

  • Helps drive the efficiency and effectiveness of the ServiceNow application processes and recommends improvements.

  • Ensures compliance with all Kindred at Home service desk processes and procedures and participates in making recommendations for improvements as appropriate.

  • Provides periodic formal and informal status reports to Management.

  • Adheres to and participates in Company’s mandatory HIPAA privacy program/practices and Business Ethics and Compliance programs/practices.

  • Reviews and adheres to all Company policies and procedures and the Employee Handbook.

  • Participates in special projects and performs other duties as assigned.

Required Skills

  • HCHB IT Support is required - 2 year min

  • BS in Information Systems preferred or equivalent experience.

  • ITIL v4 requested but not required.

  • Excellent customer service and interpersonal skills.

  • Excellent spoken and written communication skills.

  • 5 years of software or application support experience.

  • Thorough knowledge of computer systems analysis/design and project management.

  • Healthcare experience is a PLUS.

  • Must read, write and speak fluent English.

  • Must have good and regular attendance.

  • Performs other related duties as assigned.

Required Experience

Join Our Team!

Check out our video to get a glimpse of a day in the life of our Home Health team - Home Health

To learn more, please apply online. Our Recruiters are ready to help you start a new and rewarding career with Kindred at Home.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

This position is located at 3350 Riverwood Pkwy, Atlanta, GA. View the Google Map in full screen.

Job Category: Corporate - Accounting, Finance, HR, IT, Marketing