Note: The job is a remote job and is open to candidates in USA. Resmed is a company focused on improving health outcomes, and they are seeking a Customer Support Associate II to provide exceptional service to their clients in the home health and hospice sector. The role involves diagnosing and resolving billing issues, maintaining knowledge of products, and collaborating with customers to meet their needs.
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
Skills
- Home health or hospice billing experience is required, with a solid understanding of financial workflows and regulatory considerations in post acute care
- 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
- 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
- MatrixCare experience is preferred
- Bachelor's degree or equivalent work experience preferred
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 Overview
Company H1B Sponsorship