Resmed · 18 hours ago
Customer Support Associate II
United States
Full-time
Remote
Mid Level
$23.28/hr - $29.10/hrResmed is a company focused on improving health outcomes, and they are seeking a Customer Support Associate II to provide exceptional service to their clients in the home health and hospice sector. The role involves diagnosing and resolving billing issues, maintaining knowledge of products, and collaborating with customers to meet their needs.
Health CareHealth DiagnosticsMedicalMedical Device
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
Qualification
Required
Home health or hospice billing experience is required, with a solid understanding of financial workflows and regulatory considerations in post acute care
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
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
Preferred
MatrixCare experience is preferred
Bachelor's degree or equivalent work experience preferred
Benefits
Comprehensive medical
Vision
Dental
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)
Tuition assistance
Company
Resmed
ResMed provides medical devices to treat and manage sleep apnea and pulmonary diseases.
Founded in 1989
5001-10000 employees
H1B Sponsorship
Resmed has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (18)
2024 (16)
2023 (10)
2022 (21)
2021 (16)
2020 (16)
Funding
Current Stage
Late StageLeadership Team
Michael "Mick" Farrell
Chief Executive Officer
Sanjay Kumar
Chief Technology Officer - ResMed SaaS
Recent News
2024-04-28
Company data provided by crunchbase