Customer Support Associate II

MatrixCare • Bloomington, MN

10d • $22 - $29 • Remote

About The Position

This position is a remote position and requires home health or hospice experience. The Customer Clinical Support Analyst will be responsible for answering clinical related questions regarding the use of MatrixCare Home Health and Hospice application (HH) in a friendly, effective, and efficient manner. This role involves diagnosing and resolving basic and complex customer clinical questions or problems over the telephone or through electronic communication. The analyst will interact with customers to troubleshoot and resolve issues that may not have standard documented solutions, and document new issues, FAQs, and resolutions for a robust knowledge base. Additionally, the role includes identifying critical issues that may impact all clients, providing proactive communications, product fixes and subsequent uploads, and tracking and documenting inbound support requests with proper notation of customer problems and issues. The analyst will work closely with customers to ensure solutions meet their needs and stay abreast of current technology in products, design changes, and new products offered.

Requirements

• 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.
• 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.

Responsibilities

• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree