Customer Experience Manager

Brightree is a wholly owned subsidiary of ResMed (NYSE: RMD, ASX: RMD).

When you work at Brightree, it’s more than just a job. You’ll be part of a team that’s driving innovation and leading the way in cloud-based patient management software. 

The technology allows us to provide the tools for better outcomes but at our heart, we’re really about people. We strive to positively impact our customers’ businesses and the lives of patients every single day.

The Customer Experience Team at RCM is dedicated to managing the relationships between RCM Customers and the RCM Operations Teams. We provide training on RCM processes to ensure effective communication regarding customer-specific requirements. Additionally, we monitor customers' business performance in relation to RCM. Our team is constantly seeking innovative ways to improve and adapt based on customer needs.

The Customer Experience Manager will act as a liaison, sharing metrics and reports with customers on the work performed by RCM, making best practice recommendations, and collaborating internally with RCM Operations. This role involves working with customers and operational teams through telephone, various software applications, and email. The Customer Experience Manager must maintain a high level of professionalism while thriving in a fast-paced environment.
Let’s talk about Responsibilities

• Build and foster strong relationships with customers and business partners.  

• Onboarding new customers to RCM which includes organizing all onboarding calls and focused calls with Operational teams and providing necessary Go Live details to the Analytics team for customer setup.

• Manages all email communication and Sales Force cases created by customer and RCM Operations teams regarding assigned customer base.

• Performs Monthly Business Analysis around RCM related performance for assigned customer base: Including but not limited to- Denials Analysis/Trending, Outstanding Sales Orders, Unposted Deposits, AR Aging, AR Activity Trends.

• Attend internal Operations meetings with teams regarding outstanding issues/questions regarding assigned customer base.

• Keeps RCM Enabled Payer List Updated Monthly.

• Provides leadership and motivation by addressing clear expectations, communicating specific performance feedback to the Operations teams, to ensure timely and thorough performance reviews using internal measurement/monitoring standards.  

• Assist Customers and RCM Operations with End of Month Processes to ensure timely closure of customer GL Periods.

• Collaborates with worldwide resources to ensure effective knowledge, information sharing, and quick resolution of service performance issues. 

• Collaborates with all departments on any process gaps and initiates discussions for resolution. 

• Acts as a liaison between all Brightree departments, ensuring timely communication and follow-up through proactive monitoring of the operational workflow and processes, working with the Sr Director & Director of Operations. 

• Ensures adherence to objectives, operating policies and procedures, and strategic action plans for achieving goals.

Let’s talk about Qualifications and Experience
Required:

• Minimum of 2 years of related experience.

• Passionate about customer service, with strong problem-solving skills focused on identifying and putting in place solutions for customers.

• Computer literate and proficient in using MS office programs.

• Advanced Proficiency in Microsoft Excel (V-Lookup, Pivot Tables)

• Analytical Thinker: Ability to solve issues quickly and effectively through a methodical, systematic approach.

• Must have excellent attention to detail and an understanding of how to investigate and troubleshoot issues and find workarounds. 

• The ability to work in a fast-paced environment.

• Strong ethics and a high level of personal and professional integrity. 

• An effective communicator with strong oral, written, and persuasive skills and the capability to deal with people at all levels in the organization.  

• Exceptional organizational skills with a high level of attention to detail and the ability to multitask. 

• Self-starter, results-driven, highly motivated, high energy.

• Knowledgeable of federal and state laws and requirements relating to healthcare management.

• Brightree Software and/or DME Billing experience.

Preferred:

• Salesforce

• Microsoft Teams

• SharePoint

• Smartsheet

• Applies acquired expertise and exercises judgment to analyze and solve problems without clear precedent. 

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:

Total Base Pay Range $48,000 - $72,000 USD Annual
 

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.