Customer Support Associate II

About the Role

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. The shift is from 11:00 am EST - 8 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 and Perks

We work hard to offer holistic benefit packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries. Employees scheduled to work 30 or more hours per week are eligible for benefits, 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.

Individual pay decisions are based on factors like geographic work location, relevant qualifications, work experience, and skills. This role may be eligible for an annual cash bonus and/or stock equity based on performance. Compensation decisions are dependent on circumstances.

Key skills/competency

• Customer Support
• Billing Support
• Home Health Software
• Hospice Software
• Technical Proficiency
• Problem Solving
• Customer Service
• Communication Skills
• Issue Resolution
• Software Applications