Customer Support Associate II

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, 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 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: 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. 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.