Job Description

Our Company

BrightSpring Health Services

The Business System Analyst – Intermediate serves as a primary support resource for Homecare Homebase (HCHB) and associated clinical applications. This role is responsible for ensuring system stability, managing incidents and service requests, and providing frontline support to clinical and operational users. The analyst works closely with IT teams, vendors, and business stakeholders to resolve issues, maintain application performance, and enhance the overall user experience.

Responsibilities

• Provide day-to-day application support for HCHB Agency Management, Pointcare and integrated clinical systems, ensuring timely resolution of incidents and service requests.
• Monitor system performance and proactively identify, troubleshoot, and resolve application issues to minimize disruption to clinical operations.
• Manage incidents and requests within ServiceNow, including prioritization, documentation, escalation to vendors, and follow-up through resolution.
• Serve as a functional and technical resource for end users, offering guidance, issue resolution, and system usage support.
• Collaborate with cross-functional IT teams to assess, test, and implement system updates, enhancements, and fixes.
• Analyze recurring issues to identify root causes and recommend long-term solutions to improve system stability and reduce ticket volume.
• Support application integrations and data flow between systems, ensuring accurate and reliable information exchange.
• Assist with system upgrades, implementations, and optimization efforts to enhance performance and usability.
• Develop and maintain support documentation, knowledge articles, and standard operating procedures.
• Deliver targeted training and support materials to end users to improve adoption and efficient system use.

Qualifications

• Minimum of 3 years of experience providing application support for Homecare Homebase (HCHB) or similar EMR systems.
• Strong understanding of Home Health workflows, regulatory requirements, and clinical operations.
• Proven experience in incident management, troubleshooting, and root cause analysis.
• Ability to assess system impacts, prioritize issues, and apply sound judgment in a fast-paced support environment.
• Excellent communication skills with the ability to effectively support both technical and non-technical users.
• Experience with ServiceNow or similar ticketing systems preferred.

About our Line of Business

BrightSpring Health Services provides complementary home- and community-based health solutions for complex populations in need of specialized and/or chronic care. Through the Company’s service lines, including pharmacy, home health care, and rehabilitation, we provide comprehensive and more integrated care and clinical solutions in all 50 states to over 475,000 customers, clients and patients daily. BrightSpring has consistently demonstrated strong and industry-leading quality metrics across its services lines, while improving the health and quality of life for high-need individuals and reducing overall healthcare system costs. For more information, please visit www.brightspringhealth.com. Follow us on Facebook, LinkedIn, and X.