Customer Support Associate II
New
United States, 11:00 am EST - 8pm ESTFull-TimeMiddle
Salary48,422.4 - 60,528 USD per year
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Job Details
- Required Skills
- Problem SolvingCustomer serviceTroubleshootingTechnical support
Requirements
- Technically proficient with computers, internet browsers, and software applications.
- Exceptional interpersonal, communication, and customer service skills.
- Proven ability to resolve challenging or sensitive issues promptly and professionally.
- Strong self-direction, motivation, accountability, and commitment to assigned tasks.
- Positive, growth-oriented attitude.
- Home health or hospice billing experience is required.
- 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 to analyze, diagnose, and resolve billing/financial issues.
Responsibilities
- Provide timely support by answering billing-related questions regarding the MatrixCare Home Health, Hospice, and Private Duty Care (HHP) application.
- Diagnose and resolve basic and complex financial or billing issues through phone and electronic communication.
- Troubleshoot nonstandard issues by engaging directly with customers.
- Contribute to a comprehensive knowledge base by documenting new issues, FAQs, and resolutions.
- Identify and escalate critical issues that may affect multiple clients.
- Track, document, and monitor all inbound support requests.
- Collaborate with customers to deliver solutions that align with their operational and billing requirements.
- Maintain up-to-date knowledge of MatrixCare products, design changes, and new releases.
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