Client Education and Knowledgebase Lead

Homecare Homebase is seeking a Client Education and Knowledgebase Lead to oversee the development, maintenance, and optimization of internal and external knowledge resources. The role focuses on enhancing employee and client engagement, driving KCS adoption, and analyzing performance metrics to improve case deflection and content accessibility. The position involves coordinating training programs and communicating with internal teams, IT, and clients.

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 and implement strategies to improve engagement and case deflection rates.
• Coordinate communication for educational programs
• Develop and distribute marketing and communication materials