Job description
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. Responsibilities: - Provide knowledgeable and timely support by answering billing-related questions regarding the MatrixCare Home Health, Hospice, and Private Duty Care (HHP) application. - Diagnose and resolve both basic and complex financial or billing issues through phone and electronic communication. - Troubleshoot non-standard issues by engaging directly with customers to resolve problems. - Contribute to a comprehensive knowledge base by documenting new issues, FAQs, and resolutions. - Identify and escalate critical issues affecting multiple clients. - Track, document, and monitor all inbound support requests. - Collaborate closely with customers to deliver solutions aligning with operational and billing requirements. - Maintain up-to-date knowledge of MatrixCare products.
Requirements
- Technically proficient, with strong comfort using computers, internet browsers, and software applications. - Exceptional interpersonal, communication, and customer service skills. - Fast learner with strong self-direction and motivation. - Home health or hospice billing experience is required. - Bachelor’s degree or equivalent work experience preferred. - Strong problem-solving abilities.