Software Specialist in Richardson, Texas at Choice Rehab

Homecare Homebase (HCHB) Experience Required

Choice Health at Home is seeking an experienced Software Support Specialist to provide application support for our growing organization. This position serves as a key resource for employees using Homecare Homebase (HCHB) and other business applications across our Home Health and Hospice operations.

The Software Support Specialist will triage incoming support requests, troubleshoot application issues, assist users with system functionality, manage user access, test system changes, and provide training and guidance to both local and remote employees.

Applicants must have prior Homecare Homebase (HCHB) experience. Experience supporting Home Health or Hospice operations is strongly preferred.

Hybrid could be an option.

• Serve as a primary point of contact for software-related questions, issues, and support requests.
• Triage incoming support tickets and determine appropriate priority and resolution.
• Respond to urgent issues within 1 hour and moderate-priority tickets within 2–4 hours.
• Provide an initial response to support requests by the end of the business day when received before 4:45 p.m. CT.
• Troubleshoot software errors, system functionality, access issues, and user questions.
• Provide effective support to both local and remote employees through phone, email, and the ticketing system.
• Assist users with application functionality, "how-to" questions, workflows, and best practices.
• Escalate complex issues to senior support team members, leadership, or third-party vendors when necessary.
• Clearly document troubleshooting steps, findings, replication steps, and resolutions.
• Participate in on-call support responsibilities as assigned.

• Provide ongoing support for Homecare Homebase (HCHB) and other business and operational applications.
• Maintain current knowledge of software releases, updates, enhancements, and system changes.
• Perform software testing before upgrades and following enhancements, configuration changes, permission changes, and system updates.
• Replicate reported issues to assist with troubleshooting and resolution.
• Assist with software system configuration and setup as directed.
• Document enhancement requests and escalate them for review and potential submission to software vendors.
• Develop a strong understanding of how software applications support Home Health and Hospice operational workflows.

• Manage application users, including:
  • New-user provisioning
  • Role and access changes
  • Password resets
  • User permissions
  • Application access
• Maintain appropriate security and access standards.
• Assist with system configuration and application setup as assigned.

• Participate in training for Company software applications and related operational processes.
• Facilitate system training for employees as needed.
• Provide one-on-one support and education to end users.
• Identify recurring issues that may indicate a need for additional employee training.
• Develop user guides, job aids, "how-to" documents, and other training resources.
• Explain technical information and system functionality in a clear, user-friendly manner.
• Help employees understand software best practices and more efficient ways to use available applications.

• Maintain accurate and timely documentation of support activities.
• Communicate effectively with employees, supervisors, peers, vendors, and other departments.
• Participate in meetings, training sessions, projects, and workgroups as required.
• Develop and maintain constructive working relationships throughout the organization.
• Organize and prioritize multiple support requests while meeting established response expectations.
• Stay current on technology, application functionality, and operational processes.
• Identify opportunities to improve systems, workflows, training, and the end-user experience.
• Perform additional duties as assigned.

• Previous Homecare Homebase (HCHB) experience is required.
• Bachelor's degree in Computer Science, Information Systems, Business, or a related field from an accredited college or university OR at least 1 year of documented Home Health operations experience in lieu of a degree.
• Working knowledge of Home Health and/or Hospice operational software.
• Working knowledge of Microsoft Office Suite.
• Knowledge of Windows-based operating systems, file structures, user security, and general system navigation.
• Strong computer troubleshooting and problem-solving skills.
• Ability to learn and develop expert-level knowledge of business and operational applications.
• Strong verbal and written communication skills.
• Ability to communicate technical information to employees with varying levels of technical experience.
• Strong organizational skills with the ability to prioritize multiple requests and meet response deadlines.
• Ability to work independently while collaborating effectively with a remote and cross-functional team.
• Ability to accurately document technical issues, troubleshooting steps, and resolutions.
• Ability to train and coach others on software functionality and operational workflows.
• Ability to travel to various locations as needed, including occasional overnight travel.
• Ability to participate in on-call responsibilities as assigned.

• Experience supporting Homecare Homebase (HCHB) in a Home Health or Hospice environment.
• Experience providing application or help desk support to end users.
• Knowledge of Home Health and/or Hospice clinical and operational workflows.
• Experience with application user administration, permissions, system configuration, and troubleshooting.
• Experience developing training materials, job aids, or software user guides.
• Experience working with software vendors to troubleshoot and resolve application issues.

The ideal candidate is a problem-solver who understands both technology and the needs of Home Health and Hospice users. You should be comfortable troubleshooting software issues, managing competing priorities, communicating with employees at all levels, and translating technical information into practical solutions.

If you have Homecare Homebase experience and enjoy helping people get the most out of the technology they use every day, we would like to hear from you.