MatrixCare · 6 hours ago
Customer Support Associate II
United States
Full-time
Remote
New Grad, Entry Level
$23.28/hr - $29.10/hrMatrixCare 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.
Information TechnologySoftware
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
Qualification
Required
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
MatrixCare experience
Bachelor's degree or equivalent work experience
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
Company
MatrixCare
MatrixCare solutions have powered the long-term care continuum for over 30 years.
Founded in 1982
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2018-11-05Acquired
Leadership Team
Jerry Dennany
Chief Technology Officer
Erin Markoe
People Business Partner
Recent News
2025-08-21
Research and Markets
2025-06-13
Google Patent
2025-05-05
Company data provided by crunchbase