Customer Support Associate II

Job Overview The Customer Support Associate II is the primary point of contact for MatrixCare’s customers. We are seeking a customer-oriented individual with in-depth knowledge of the home health space to provide exceptional service to our clients. This is a remote position and requires home health or hospice experience. Shift 11:00 am EST - 8:00 pm EST 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 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. Ability to excel in a fast-paced, collaborative, project-oriented environment, including ownership of product areas and the ability to work with minimal supervision. Benefits This position qualifies for a comprehensive benefits package, including: 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) and tuition assistance Employees scheduled to work 30 or more hours per week are eligible for benefits. Individual pay decisions are based on a variety of factors, and compensation may include an annual cash bonus or stock equity at the company’s discretion. The estimated hourly range is $23.28 - 29.10 USD. We commit to responding to every applicant. #J-18808-Ljbffr