Senior Systems Trainer

Senior Systems Trainer

• Do you enjoy leading and developing direct report staff?
• Do you have a heart for customer service, following through to ensure that issues are resolved?
• Do you have a keen eye for detail, love troubleshooting an issue and documenting your findings for product enhancements?
• Do you have excellent written and verbal communication skills, presenting to a group remotely or in person and producing training materials/videos?
• Do you enjoy engaging with colleagues to share knowledge, brainstorm, and work on solutions and can be relied upon to hold up your end of a project?
• Are you passionate about improving processes and have an eye for spotting inefficiencies?
• Do you enjoy learning new software and grasp it quickly via self-education?
• Do you have experience with Personal Care either in a branch or in a support role?
• Do you enjoy traveling across the country to support branch new users?

If the above list resonates, this is the role for you!

About the Role

The Senior Systems Trainer is responsible to be the subject matter expert for the HomeCare Home Base (HCHB) application, including the full range of Service Lines with a primary focus on Personal Care, with ability to create training programs and perform activities of training and support for this and other key systems. Tasks will include support for acquisition integration projects including training and support throughout the integration project. Additionally, the Senior Systems Trainer assists with testing (UAT) and training for assigned applications, hot fixes and system upgrades including HCHB and CellTrak (EVV), and other special projects.

Remote Role / Monday - Friday from 8am-5pm Central time with some evening/weekends for travel.

Heavy travel within the USA is required at times during implementations (varies & may exceed 50%)

Essential Duties:

• Manage a team of Trainers. First point of escalation for the trainers, facilitate and support their skill development and growth.
• Lead Trainer supporting branches during implementation, remotely and onsite
• Provides timely resolution of internal customer support tickets using appropriate resources such as our knowledgebase and other resources, writes KB articles as needed. Assists branches on the live Support Line.
• Creates and delivers training resources for the most commonly used company software and administrative software, primarily HCHB and CellTrak/EVV. This should include - basic training and “Super Users” web classes, create user documentation for all applications as needed - quick sheets, manuals, web class, video training modules
• Subject Matter expert of the HCHB system - including all service lines (Personal Care in particular), providing support to end users as needed.
• Subject matter expert on all EVV systems and integration with billing systems & aggregators
• Monitors EVV to ensure procedures and processes are working properly
• Assists with UAT/testing of application upgrades, integration and customizations - HCHB, CellTrak/EVV, ADP and other applications such as LMS or Document Management
• Exhibit excellent interpersonal and communication skills necessary to interact with staff members in all departments and branches, and external vendors,
• Always maintains a high degree of confidentiality due to access to HIPAA protected and sen