Billing Support Analyst

ResMed Inc; Northern (KY); Hybrid; USD 32,000 - 40,000; Full time

Benefits offered by this job

comprehensive medical

vision

dental

life

AD&D

short-term disability insurance

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

Job summary

ResMed Inc in the United States (remote) seeks a Customer Support Associate II proficient in home health billing to serve MatrixCare clients. You will resolve billing questions, document issues, and collaborate to deliver client-focused solutions.

This role requires home health or hospice experience, strong communication, and the ability to work in a fast-paced, remote environment with schedules around EST hours. Competitive benefits and growth opportunities.

Qualifications

• 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.
• MatrixCare experience is preferred.
• Bachelor’s degree or equivalent work experience preferred.
• 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.

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 elevate 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 billing experience

Excellent communication

Tech-savvy with billing systems

Fast learner with initiative

Education

Bachelor’s degree or equivalent work experience

Job description

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 ****

Shift: 11:00 am EST - 8pm EST

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 elevate 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.

Qualifications & Experience

• 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.
• MatrixCare experience is preferred.
• Bachelor’s degree or equivalent work experience preferred.
• 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.

Benefits

• comprehensive medical
• vision
• dental
• life
• AD&D
• short-term disability insurance
• 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

Employees scheduled to work 30 or more hours per week are eligible for benefits.

We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members.

Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills. At ResMed, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range for this position is: $23.28 - 29.10 USD Hourly

Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones.

We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates.

ResMed Corporation is an equal opportunity employer and provides equal opportunity in employment for all qualified persons, without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. (US/Canada only) ResMed is an equal opportunity/affirmative action employer. ResMed is an E-Verify Employer. ResMed is a smoke-free workplace. We are a 2024 Circle Back Initiative Employer -- we commit to respond to every applicant!

MatrixCare is a wholly owned subsidiary of ResMed (NYSE: RMD, ASX: RMD). Visit www.matrixcare.com to learn more.

As a global leader in health technology, ResMed has developed transformative cloud-connected medical devices and solutions for people with sleep apnea, COPD, and other chronic diseases. Today the company is applying this digital health expertise more broadly through the SaaS business, offering comprehensive software platforms that support healthcare providers in settings outside of the hospital. With this full suite of cloud-based EHR and business management systems supporting all aspects of care delivery for both home- and facility-based organizations, ResMed SaaS is changing the way care is delivered.

We commit to respond to every applicant.