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Customer Support Associate II

May 25, 2026

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 <div>Let's talk Responsibilities: </div><div><ul><li>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. </li></ul></div><div><ul><li>Diagnose and resolve both basic and complex financial or billing issues through phone and electronic communication, ensuring high-quality customer service. </li></ul></div><div><ul><li>Troubleshoot nonstandard issues by engaging directly with customers to resolve problems that may not have documented solutions. </li></ul></div><div><ul><li>Contribute to a comprehensive knowledge base by documenting new issues, frequently asked questions, and effective resolutions. </li></ul></div><div><ul><li>Identify and escalate critical issues that may affect multiple clients, providing proactive communication, coordinating product fixes, and supporting subsequent updates or uploads. </li></ul></div><div><ul><li>Track, document, and monitor all inbound support requests, ensuring accurate notation of customer concerns and actions taken. </li></ul></div><div><ul><li>Collaborate closely with customers to understand their needs and deliver solutions that align with their operational and billing requirements. </li></ul></div><div><ul><li>Maintain up to date knowledge of MatrixCare products, including design changes, new releases, and emerging technologies relevant to billing workflows. </li></ul></div><div>Let's talk Qualifications & Experience: </div><div><ul><li>Technically proficient, with strong comfort using computers, internet browsers, and software applications in a support or billing environment. </li></ul></div><div><ul><li>Exceptional interpersonal, communication, and customer service skills, with a proven ability to resolve challenging or sensitive issues promptly and professionally. </li></ul></div><div><ul><li>Fast learner with strong self direction, demonstrating motivation, accountability, and a high level of commitment to assigned tasks. </li></ul></div><div><ul><li>Positive, growth oriented attitude, with a willingness to learn, adapt, and continuously improve skills and processes. </li></ul></div><div><ul><li>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. </li></ul></div><div><ul><li>Bachelor’s degree or equivalent work experience preferred. </li></ul></div><div><ul><li>Strong problem solving abilities, with the capability to analyze, diagnose, and resolve billing/financial issues within an innovative home health and hospice software platform. </li></ul></div><div><ul><li>Ability to excel in a fast-paced, collaborative, project oriented environment, including ownership of product areas and the ability to work with minimal supervision. </li></ul></div>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, and 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), and 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 for an annual cash bonus payment based on company, business unit, and/or individual performance.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.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 HourlyJoining 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. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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