Senior Customer Support Specialist

MatrixCare; United States; Remote; USD 47,000 - 55,000; Full time

Job summary

MatrixCare, a cloud-based EHR provider serving post-acute and long-term care, seeks a Senior Customer Support Specialist to drive advanced support for Revenue Cycle Management and Claims Management solutions. You will escalate, troubleshoot, and resolve billing, payer, and denial issues while partnering with customers and vendor partners to ensure a superior experience.

You will document cases in Salesforce, contribute to knowledge base, and help improve support processes while supporting

Qualifications

• 3–5 years in healthcare billing, claims processing or revenue cycle support.
• Knowledge of 837 EDI files, claim submissions, and payer requirements.
• Familiarity with HCPCS, ICD-10-CM, CPT coding and medical terminology.

Responsibilities

• Provide phone and email support for RCM and claims management customers.
• Troubleshoot complex billing, claims, and application issues.
• Handle escalated cases from Tier 1 per documented processes.
• Document and track cases in Salesforce Service Console.
• Research claim edits, denials, appeals, and payment discrepancies.
• Verify payer credentialing, dates, taxonomy, enrollment, and billing rules.
• Collaborate with internal teams and vendor partners to resolve issues.
• Contribute to knowledge base and process improvements.
• Support team performance goals and customer satisfaction initiatives.

Skills

Customer Support

Technical Aptitude

Troubleshooting

Customer Service

Salesforce

Revenue Cycle Management

Claims Management

Healthcare Billing

Medical Billing

Claims Processing

Claims Denials

837 EDI

ICD-10-CM

CPT Coding

Medicare & Medicaid

Post-Acute Healthcare

Education

Bachelor's degree or equivalent

Tools

Salesforce Service Console

Case management system

Job description

About MatrixCare

MatrixCare, a Frazier Healthcare Partners portfolio company, is a cloud-based EHR software provider serving more than 15,000 providers across skilled nursing, senior living, life plan communities, home health, and hospice. MatrixCare is a multi-year Best in KLAS winner and one of the largest technology platforms serving the post-acute and long-term care continuum.

Highlights

• Location Remote, US
• Start Date Immediately
• Work Location Allows Remote Work

Skills

• Customer Support
• Technical Aptitude
• Basic And Advanced Troubleshooting
• Customer Service
• Salesforce
• Revenue Cycle Management (RCM)
• Claims Management
• Healthcare Billing
• Medical Billing
• Claims Processing
• Claims Resolution
• Claims Denials
• Appeals Management
• Payment Reconciliation
• Denial Management
• 837 EDI Transactions
• Electronic Claims Submission
• HCPCS Coding
• ICD-10-CM
• CPT Coding
• Healthcare Data Exchange
• Medicare & Medicaid
• Post-Acute Healthcare

Description

About MatrixCare

MatrixCare, a Frazier Healthcare Partners portfolio company, is a cloud-based EHR software provider serving more than 15,000 providers across skilled nursing, senior living, life plan communities, home health, and hospice. MatrixCare is a multi-year Best in KLAS winner and one of the largest technology platforms serving the post-acute and long-term care continuum.

About The Role

MatrixCare is seeking a Senior Customer Support Specialist to provide advanced support for customers utilizing our Revenue Cycle Management (RCM) and Claims Management solutions. This role serves as a key escalation point for customer inquiries related to billing, claims processing, payer requirements, denials, payment discrepancies, and healthcare revenue cycle workflows. The ideal candidate is customer-focused, highly analytical, and experienced in healthcare claims processing. You will partner with customers, internal support teams, and vendor partners to resolve complex issues while delivering an exceptional customer experience.

What You’ll Do

• Provide phone and email support to customers using MatrixCare Revenue Cycle Management and Claims Management solutions.
• Troubleshoot and resolve complex billing, claims, and application-related issues.
• Manage escalated cases from Tier 1 Support teams according to established processes.
• Utilize Salesforce Service Console to document, track, and manage customer cases.
• Research and resolve claim edits, rejections, denials, appeals, and payment discrepancies.
• Investigate payer denials and validate credentialing status, effective dates, taxonomy, enrollment information, and billing requirements.
• Collaborate with internal teams and vendor partners to resolve customer issues efficiently.
• Participate in vendor meetings to discuss product challenges, process improvements, and customer feedback.
• Contribute to knowledge base documentation and process improvements.
• Support team performance goals and customer satisfaction initiatives.

What Success Looks Like

• Consistently delivers outstanding customer service and support.
• Resolves customer issues accurately and efficiently.
• Effectively manages complex and escalated support cases.
• Demonstrates strong knowledge of healthcare billing and claims processing workflows.
• Contributes meaningful improvements to customer support processes and documentation.
• Builds strong relationships with customers, teammates, and vendor partners.

What You’ll Bring

Required Qualifications

• Minimum 3-5 years of experience supporting healthcare billing, claims processing, revenue cycle management, or a related healthcare support function.
• Knowledge of 837 EDI claim files and claim submission processes.
• Knowledge of post-acute healthcare claims processing workflows.
• Understanding of HCPCS, ICD-10-CM, CPT coding principles, and medical terminology.
• Knowledge of commercial insurance, Medicare, and Medicaid billing requirements.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication skills.
• Experience utilizing case management or ticketing systems.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and analytical skills.

Preferred Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Experience supporting healthcare software, SaaS applications, or EHR platforms.
• Call center or healthcare customer support experience.
• Experience using Salesforce Service Console or similar support platforms.
• Knowledge of long-term care, skilled nursing, assisted living, life plan communities, or post-acute care settings.

Compensation

We are shaping the future at MatrixCare, 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. This position qualifies for a comprehensive benefits package and 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 MatrixCare 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: $34- $40/hr. MatrixCare is an equal opportunity employer. This job description is intended to describe the general nature and level of work performed; it is not an exhaustive list of all duties, responsibilities, and qualifications.