Customer Support Associate II

MatrixCare; BLOOMINGTON (MN); On-site; USD 30,238 - 40,088; Full time

Benefits offered by this job

Comprehensive medical

Vision

Dental

Life

Job summary

MatrixCare is seeking a Customer Clinical Support Analyst to provide remote clinical software support for Home Health and Hospice clients. You will answer clinical questions about the MatrixCare HH software in a friendly, efficient manner.

Ideal candidates have home health or hospice clinical experience, a Bachelor’s degree or equivalent, and the ability to troubleshoot and document issues, maintain a knowledge base, and work in a fast-paced, collaborative environment.

Qualifications

• Home health or hospice clinical experience preferred.
• Bachelor’s Degree or equivalent work experience.
• Ability to solve clinical problems on an innovative home health & hospice software product.
• Able to work in a fast-paced, collaborative, project-oriented environment with minimal supervision.

Responsibilities

• Diagnose and resolve basic and complex customer clinical questions over the telephone or through electronic communication.
• Interact with customers to troubleshoot and resolve issues that may not have standard documented solutions.
• Document new issues, FAQs, and resolutions for a robust knowledge base.
• Identify critical issues that may impact all clients and provide proactive communications and fixes.
• Track and document inbound support requests with proper notation of customer problems.
• Work closely with customers to ensure solutions meet their needs.
• Stay abreast of current technology in products and design changes.

Skills

Tech savvy

Customer service

Communication

Self-directed

Education

Bachelor’s Degree or equivalent work experience

Job description

Customer Clinical Support Analyst

Home Health & Hospice Clinical Software Support

Location: Remote

Work Shift: 11am - 8pm EST

• This position is a remote position AND requires home health or hospice experience ****

Who We Are

Based just outside of Minneapolis, MN, MatrixCare’s team of employees is thinking, creating and challenging ourselves to better serve our patients and customers. Each day is a new day for ground-breaking ideas and unparalleled opportunity. Ours is a culture focused on what we can accomplish today, and where it can lead us tomorrow.

Why work at MatrixCare?

We have vision. We’re a team of thinkers and innovators who constantly challenge ourselves to do everything better than the day before, so that people around the world can breathe easier.

What You’ll Do

Answer clinical related questions regarding the use of MatrixCare Home Health and Hospice, application (HH) in a friendly, effective, and efficient manner.

• Diagnose and resolve basic and complex customer clinical questions or problems over the telephone or through electronic communication.
• Interact with customers to troubleshoot and resolve customer issues that may not have standard documented solutions.
• Document new issues, FAQs, and resolutions for a robust knowledge base.
• Identify critical issues that may impact all clients, provide proactive communications, product fixes and subsequent uploads.
• Track and document inbound support requests and ensure proper notation of customer problems and issues.
• Work closely with customers to ensure we are providing solutions that meet their needs.
• Stay abreast of current technology in products, design changes, and new product offered.
• About you:
• Tech savvy working with computers, internet browsers, and software applications.
• Excellent interpersonal, communication, and customer service skills with the proven ability to resolve challenging issues in a timely manner.
• Quick learner, self-directed, motivated, and have strong dedication and commitment level to the tasks at hand.
• Great attitude that is willing to learn and increasingly strive to improve

About Your Experience

• Home health or hospice clinical experience is preferred.
• Bachelor’s Degree or equivalent work experience
• Ability to solve clinical problems on an innovative home health & hospice software product.
• Able to work in a fast-paced, collaborative, project-oriented environment with the ability to own areas of the product with minimal supervision.

We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world’s best talent. 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. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package:

• 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

Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills.

Subject to the absolute discretion of the company, this role may be eligible to receive stock equity based on company, business unit, and/or individual performance.

A reasonable estimate of the current range for this position is: 21.95 - 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.