Position Objective

Knack is Care Lync's operating platform and billing source of record. It is where Case Managers, Supervisors, Assistant District Managers, District Managers, Compliance, Training, and executive leadership go to see what work exists, whether it is getting done, and whether the business is performing.

The Knack Developer is the day-to-day point of ownership for that platform. This role builds and maintains the objects, views, forms, permissions, and automations that teams rely on; works with the COO and program heads to turn operational needs into working functionality; coordinates with Care Lync's internal programming department on custom code, plugins, API integrations, and AI-enabled workflow enhancements; and maintains the documentation, testing, and access discipline that keeps a business-critical platform trustworthy as the company grows.

This is a hands-on build and support role. Complex architecture and advanced API work are performed with support from the Head of IT and the programming department.

Qualifications

Minimum

1–3 years of hands-on experience building or supporting applications in Knack or a comparable no-code/low-code platform (Airtable, Zoho Creator, Caspio, Quickbase, Microsoft Power Apps). Internships, coursework, and on-the-job exposure count.
Working understanding of relational data structure - tables, keys, one-to-many and many-to-many relationships, and how a change in one place affects reporting and integrations elsewhere.
Practical experience with workflow automation and application configuration.
Working knowledge of HIPAA and PHI safeguard requirements as they apply to system access, role-based permissions, and audit logging.
Strong documentation habits and clear written communication with non-technical stakeholders.
Comfortable working independently in a remote environment and communicating proactively.
Associate's or Bachelor's degree in Information Systems, Computer Science, Business Analytics, or a related field - or equivalent demonstrated experience.

Preferred

Direct Knack build experience - views, connections, equations, text formulas, roles, and page, record, and display rules.
Familiarity with automation tooling such as Make, Zapier, or n8n.
Basic JavaScript and CSS sufficient to read and debug custom code contributed by the programming department.
Exposure to cloud platforms (GCP or Azure) at a basic level.
Experience building reporting views or dashboards on operational data.
Prior experience working remotely on a distributed team.

Core Responsibilities

1. Platform Build & Maintenance

Build and maintain Knack objects, fields, connections, views, pages, forms, roles, rules, and automations.
Serve as the day-to-day point of ownership for the platform, with a prioritized build backlog showing status, requester, and target date.
Monitor platform performance, record counts, and plan limits; flag capacity needs to the Head of IT before they become problems.
Retire unused views, fields, and automations on a scheduled basis to prevent platform bloat.

2. Workflow Development with the COO & Program Heads

Work closely with the COO and program heads to develop workflows that are as effective and efficient as possible for every team.
Write short, plain-language requirement summaries and confirm them with the requester before building.
Learn Care Lync's core operational workflows - referral intake, client assignment, caseload management, visit compliance, documentation, incident management, training and certification tracking, billing, and utilization monitoring - well enough to translate everyday needs into working features.

3. Data Integrity & Reporting

Maintain the Knack data model and the documented field dictionary; escalate structural changes with downstream reporting or integration impact to the Head of IT before implementing.
Maintain and monitor reconciliation between raw data and reporting tables in Knack; investigate and resolve synchronization variances and report unresolved discrepancies to the Head of IT and affected market leadership.
Build and maintain role-appropriate reporting views: Case Manager task views, Supervisor team views, ADM operational dashboards, DM performance and utilization views, and executive company-wide views.
Ensure every reported metric has a documented definition and calculation so two leaders reading the same dashboard reach the same conclusion.
Build validation rules that prevent bad data entry at the point of capture rather than correcting it downstream.
Validate report accuracy against source data before releasing any new dashboard to leadership.

4. Automations, Integrations & Programming Support

Build, maintain, and troubleshoot automations for triggers, record updates, assignments, escalations, reminders, and notifications.
Serve as the platform-side counterpart to the internal programming department on custom code, plugins, and API integrations touching Knack; define field mappings and expected behavior before code is written, with support from the Head of IT on advanced work.
Maintain an inventory of every active integration, plugin, and custom script - what it does, what it touches, who wrote it, and what breaks if it fails.
Own monitoring and first-line triage of integration and automation failures; escalate to the programming department with reproduction steps and log evidence rather than symptom reports.
Support the programming department in implementing AI-enabled efficiencies such as document handling, summarization, extraction, and intelligent routing, including documenting what data each workflow accesses and what human review step precedes reliance on its output.

5. User Access, Permissions & PHI Safeguards

Maintain the role-based permission structure so each user sees only the records and fields their role requires.
Execute user provisioning, role changes, and deprovisioning within one business day of an authorized request.
Reconcile the active Knack user list against HR active-employee data monthly and process access corrections submitted by ADMs.
Maintain audit logging sufficient to reconstruct who accessed or changed a record and when.
Keep PHI out of views, exports, and notifications where it is not required, and support internal and external audit requests with access reports and change history.

6. Change Control, Testing & Documentation

Test all changes in a non-production environment or with a controlled pilot group before general release.
Maintain a written change log capturing what changed, why, who requested it, when it deployed, and how to reverse it.
Communicate changes to affected users before deployment, in plain language, in coordination with Training.
Time releases around known operational pressure points - audit periods, month-end billing, and state reporting deadlines.
Maintain current technical documentation (data model, integration and automation inventory, permission matrix) and a runbook for recurring maintenance and known failure modes, such that a qualified replacement could operate the platform from documentation alone.

7. Support & Troubleshooting

Serve as the point of contact for Knack functionality issues through a defined intake channel with published response expectations.
Triage reported issues by severity, distinguishing platform defects from data entry errors, training gaps, and process problems, and route each to the correct owner.
Resolve platform defects directly; escalate code-level and integration defects to the programming department.
Provide same-business-day acknowledgment for issues blocking billable work or regulatory compliance.
Track recurring issue patterns and address root causes rather than repeating fixes.

8. Multi-State Configuration

Build to a shared core with state-specific configuration layers so Pennsylvania, South Carolina, Maine, Georgia, Nevada, and future markets are supported without maintaining separate parallel applications.
Capture state-specific requirements from market leadership - visit cadence, documentation standards, incident reporting timeframes, credentialing - and configure rather than hard-code them wherever possible.
Support new-market onboarding as a documented configuration checklist, and verify that state-specific logic does not leak across markets.

Performance Metrics

Success in this role will be measured by:

First 120e days: documented inventory of the current Knack build, a data model diagram and field dictionary for business-critical objects, a published intake and change-request process in operation, and one completed user access reconciliation.
Change control: all platform changes captured in the change log with a documented rollback path.
Documentation currency: technical documentation reviewed and updated no less than monthly.
Access hygiene: zero terminated employees retaining active Knack access at monthly reconciliation.
Reliability: automation and integration failures detected by monitoring rather than reported by users.
Responsiveness: same-business-day acknowledgment of issues blocking billable work or compliance.
Data integrity: reporting-table variances identified, investigated, and reported within the agreed cycle.
Delivery: committed backlog items delivered on the agreed date, with variances explained in advance rather than after.
Adoption: measurable increase in active platform usage across roles, and reduction in shadow spreadsheets used to work around platform gaps.
Audit: zero findings attributable to platform access, logging, or PHI exposure.

Additional Expectations

Maintain strict confidentiality of all client records and personal information in accordance with HIPAA and applicable state regulations.
Complete and maintain all required Care Lync trainings and certifications, including HIPAA and PHI handling.
Surface blockers and slipping timelines early rather than at the deadline.
Participate in leadership, IT, and market meetings as requested.
Perform other related duties as assigned and approved by the Head of IT.

Why This Role Matters

Care Lync manages regulated case management services across multiple states, each with its own rules, timelines, and audit exposure. Knack is what makes that manageable as one company - and because it is also the billing source of record, its accuracy carries directly into revenue.

When the platform is well built, a Case Manager knows what is due today, a Supervisor knows who is behind, an ADM catches a compliance gap before the state does, and leadership can forecast staffing and revenue from real data instead of assembled spreadsheets. When it is poorly built, every one of those functions reverts to manual workarounds. This role determines which of those two states Care Lync operates in.

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