Customer Support Associate II

Summary: MatrixCare is a company focused on providing exceptional service to its customers in the home health space. The Customer Support Associate II will serve as the primary point of contact, addressing customer inquiries and resolving billing-related issues in a timely and effective manner. 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 Required Qualifications: - Home health or hospice billing experience - Strong comfort using computers, internet browsers, and software applications in a support or billing environment - Exceptional interpersonal, communication, and customer service skills - 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 - Willingness to learn, adapt, and continuously improve skills and processes - Strong problem solving abilities - 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 - Ownership of product areas and the ability to work with minimal supervision Preferred Qualifications: - MatrixCare experience - Bachelor's degree or equivalent work experience Required Skills: Home health billing experience, Hospice billing experience, MatrixCare experience Important Skills: Technical proficiency, Problem solving abilities Nice-to-Have Skills: Customer service skills, Self-direction, Interpersonal skills, Communication skills, Positive attitude Benefits: Comprehensive medical, Vision, Dental, 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), Tuition assistance