Customer Support Associate II
MatrixCare · United States
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- Hybrid
- Full-time
- $55,000 / year
- United States
Job highlights
- Remote Customer Support Associate II role.
- Requires home health or hospice experience.
- Support MatrixCare Home Health & Hospice.
- Resolve billing and financial issues.
- Collaborate with clients for solutions.
About the role
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
Skills & topics
- Customer Support
- Associate
- II
- Remote
- Home Health
- Hospice
- Billing
- Support
- Client Services
- Healthcare Software
- HH
- HHP
- MatrixCare
- Customer Service
- Problem Solving
- Technical Support
- Software
- Applications
- Communication
- Collaboration
- Documentation
- Escalation
- Product Knowledge
- Financial Issues
- ES
- EST
How to get hired
- Tailor your resume: Highlight your home health/hospice billing experience and technical proficiency relevant to the Customer Support Associate II role.
- Showcase problem-solving: Emphasize your ability to diagnose and resolve complex financial or billing issues in your application.
- Demonstrate customer focus: Provide examples of your exceptional customer service and interpersonal skills in challenging situations.
- Highlight technical skills: Detail your comfort with computers, internet browsers, and software applications for the support environment.
- Research MatrixCare: Understand their HH/Hospice software and value proposition to align your application.
Technical preparation
Practice diagnosing software billing issues.,Familiarize with HH/Hospice financial workflows.,Master MatrixCare's HH/Hospice application.,Prepare to troubleshoot nonstandard problems.
Behavioral questions
Describe a complex billing issue resolved.,How do you handle difficult customers?,Share an example of proactive communication.,How do you stay updated on software changes?
Frequently asked questions
- What is the work arrangement for the Customer Support Associate II position at MatrixCare?
- The Customer Support Associate II position at MatrixCare is a fully remote role. This means you can work from your home office, providing flexibility in your work location.
- What specific experience is required for the Customer Support Associate II role at MatrixCare?
- A mandatory requirement for this role is prior experience in home health or hospice billing. A solid understanding of financial workflows and regulatory considerations in post-acute care is essential.
- What are the working hours for the Customer Support Associate II at MatrixCare?
- The required shift for this position is 11:00 am EST to 8:00 pm EST. This ensures coverage during specific business hours.
- What technical skills are important for a Customer Support Associate II at MatrixCare?
- Strong technical proficiency is key, including comfort with computers, internet browsers, and various software applications, especially in a support or billing context.
- Does MatrixCare offer benefits to Customer Support Associate II employees?
- Yes, employees scheduled to work 30 or more hours per week are eligible for a comprehensive benefits package, including medical, vision, dental, and other insurances, plus retirement and tuition assistance.
- How does MatrixCare handle compensation for the Customer Support Associate II role?
- Compensation is determined by factors such as geographic location, qualifications, experience, and skills. The role may also be eligible for annual cash bonuses and stock equity, subject to company discretion.
- What is the estimated salary range for the Customer Support Associate II position?
- The estimated hourly salary range for this position is between $23.28 and $29.10 USD.
- What types of issues will a Customer Support Associate II typically handle?
- You will handle billing-related questions, diagnose and resolve financial/billing issues, troubleshoot nonstandard problems, and escalate critical client issues for the MatrixCare Home Health, Hospice, and Private Duty Care applications.
- Is there an opportunity for professional growth in this role?
- Yes, MatrixCare emphasizes a growth-oriented attitude, continuous skill improvement, and provides a culture that supports personal and professional development.