[Remote] Billing Support Analyst

Note: The job is a remote job and is open to candidates in USA. MatrixCare provides software solutions for home health, hospice, and private duty care organizations. The Billing Support Analyst serves as a primary customer contact, providing timely support for billing questions and resolving financial issues. The role also involves troubleshooting complex problems, documenting solutions, escalating critical issues, and collaborating with customers and internal teams.

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

• 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
• Positive, growth oriented attitude, with a willingness to learn, adapt, and continuously improve skills and processes
• Home health or hospice billing experience is required, with a solid understanding of financial workflows and regulatory considerations in post acute care
• 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

• Employees scheduled to work 30 or more hours per week are eligible for benefits.
• Comprehensive medical, vision, dental, and life insurance
• AD&D insurance
• 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
• Flexible work arrangements
• Opportunities to grow personally and professionally

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