Customer Support Associate II

Responsibilities

• Provide knowledgeable and timely support by answering billing-related questions regarding the MatrixCare Home Health, Hospice, and Private Duty Care (HHP) application in a friendly, effective, and efficient manner.
• Diagnose and resolve both basic and complex financial or billing issues through phone and electronic communication, ensuring high-quality customer service.
• Troubleshoot nonstandard issues by engaging directly with customers to resolve problems that may not have documented solutions.
• Contribute to a comprehensive knowledge base by documenting new issues, frequently asked questions, and effective resolutions.
• Identify and escalate critical issues that may affect multiple clients, providing proactive communication, coordinating product fixes, and supporting subsequent updates or uploads.
• Track, document, and monitor all inbound support requests, ensuring accurate notation of customer concerns and actions taken.
• Collaborate closely with customers to understand their needs and deliver solutions that align with their operational and billing requirements.
• Maintain up to date knowledge of MatrixCare products, including design changes, new releases, and emerging technologies relevant to billing workflows.

Qualifications & Experience

• Techically proficient, with strong comfort using computers, internet browsers, and software applications in a support or billing environment.
• Exceptional interpersonal, communication, and customer service skills, with a proven ability to resolve challenging or sensitive issues promptly and professionally.
• Fast learner with strong self direction, demonstrating motivation, accountability, and a high level of commitment to assigned tasks.
• Positive, growth oriented attitude, with a willingness to learn, adapt, and continuously improve skills and processes.
• Home health or hospice billing experience is required, with a solid understanding of financial workflows and regulatory considerations in post acute care.
• MatrixCare experience is preferred.
• Bachelor’s degree or equivalent work experience preferred.
• Strong problem solving abilities, with the capability to analyze, diagnose, and resolve billing/financial issues within an innovative home health and hospice software platform.
• Able to excel in a fast-paced, collaborative, project oriented environment, including ownership of product areas and the ability to work with minimal supervision.

Benefits

• Comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance.
• Sleep care management.
• Health Savings Account (HSA).
• Flexible Spending Account (FSA).
• Commuter benefits.
• 401(k).
• Employee Stock Purchase Plan (ESPP).
• Employee Assistance Program (EAP).
• Tuition assistance.

Pay

Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills.

Schedule

Shift: 11:00 am EST - 8pm EST