Customer Support Specialist

Overview

Res Med has always applied the best of technology to improve peoples lives. Now our SaaS technology is fueling a new era in the healthcare industry, with dynamic systems that change the way people receive care in settings outside of the hospitalnd tools that work every day to help people stay well, longer. We have one of the largest actionable datasets in the industry, creating a complete view of people as they move between care settings.

This is how we empower providerswith vital insight to deliver the care people need, right when they need it.

Were also ensuring that our health solutions connect to other companies networks. Because when objectives align, everyone wins. And as we work today to drive better care and lower costs, were developing more personalized solutions for tomorrow, utilizing machine learning, intelligent care paths, and predictive protocols. If you are an innovator who wants to make an impact we want to talk to you!

We have exciting opportunities supporting Brightree by Res Med and Matrix Care by Res Med!

The hours for this role is 9am - 6pm EST Monday - Friday.

• Provide professional, effective, and efficient technical support for Matrix Care Home Health and Hospice (HH) applications via phone, live chat, and electronic communication.
• Diagnose and resolve both basic and complex technical issues.
• Collaborate with customers to troubleshoot unique problems that may not have standard solutions.
• Document new issues, FAQs, and resolutions to contribute to a robust internal knowledge base.
• Identify and escalate critical issues that may impact multiple clients, ensuring proactive communication and resolution.
• Track and document all support interactions and maintain accurate records of customer issues.
• Work closely with clients to understand their needs and deliver tailored solutions.
• Stay current with product updates, design changes, and new offerings.

• Proven experience in technical support or help desk roles.
• Strong computer skills, including proficiency with internet browsers and software applications.
• Excellent interpersonal, communication, and customer service skills.
• Ability to learn quickly, work independently, and collaborate effectively in a team environment.
• Strong problem-solving skills and a proactive attitude.
• Experience with Home Health and Hospice software.
• Familiarity with SQL for querying databases and assisting with data-related troubleshooting.
• Background in home health or hospice care.
• Bachelors Degree in a related field or equivalent work experience.

We are shaping the future at Res Med, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the worlds 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.

Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

Individual pay decisions are based on a variety of factors, such as the candidates geographic work location, relevant qualifications, work experience, and skills.

At Res Med, 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 base range for this position is: $26.86 - $33.58/hr

For remote positions located outside of the US, pay will be determined based the candidates geographic work location, relevant qualifications, work experience, and skills.

Joining us is more than saying “yes” to making the world a healthier place. Its discovering a career thats 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.