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HCHB Support Representative

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Arcadia Home Care and Staffing - an Addus family company

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Location:
United States , Frisco

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

The HCHB Support Representative is responsible for handling software support calls and tickets initiated by Addus Home Health, Hospice, and Private Duty, and Personal Care branches. The role will also assist in training during acquisition integration projects as well as testing hot fixes and system upgrades HCHB releases.

Job Responsibility:

  • Managing a service desk (ServiceNow) ticket queue which includes triaging incoming requests, managing escalations to Addus team members, building out new worker login profiles, device buildout, 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

Requirements:

  • 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
  • Computer proficiency required: including intermediate level knowledge in Microsoft Suite
  • 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 and collaborative environment
  • Quick learners with strong problem solving and creative thinking abilities
  • Driven individuals who remain engaged in their own professional growth
  • Ability to Travel: Heavy travel (varies and may exceed 50%) is required during acquisition phases
  • Some travel may be required on weekends or evenings
What we offer:
  • Medical, Dental and Vision Benefits
  • Continued Education
  • PTO Plan
  • Retirement Planning
  • Life Insurance
  • Employee discounts

Additional Information:

Job Posted:
January 07, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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