Customer Support Associate II

The Customer Support Associate II is the primary point of contact for MatrixCare’s customers.  We are seeking a customer-oriented individual coupled with in depth knowledge of the HH space to provide exceptional service to our clients.

****This position is a remote position AND requires home health or hospice experience ****

Shift: 11:00 am EST - 8pm EST

Let's talk 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. 

Let's talk Qualifications & Experience:

• Technically 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.