Customer Support Associate II

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 non standard 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 a cute 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.