Customer Support Associate II

• 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

• 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

MatrixCare experience is preferred

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