Client Education and Knowledgebase Lead

Homecare Homebase, a subsidiary of Hearst Corporation, is seeking a Client Education and Knowledgebase Lead to oversee the development and maintenance of their internal knowledge resources. This role focuses on enhancing employee and client engagement through the Customer Experience Portal within ServiceNow, ensuring accuracy, usability, and HIPAA compliance. Responsibilities include content creation, performance tracking, collaboration with IT and clients, and managing training programs.

Requirements

• 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.
• 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 content.
• Create, edit, and publish knowledgebase articles, resources, and training materials.
• Monitor knowledgebase and portal performance metrics.
• Develop and distribute marketing materials.
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Ability to interact effectively with clients.
• BS/BA degree or five years of relevant experience