Customer Support Manager

You could say Brightree by ResMed is a technology company. And that's true. But Brightree is, at its heart, about people. We develop innovative, end-to-end technology solutions and services for people facing everyday challenges in the post-acute care industry. Brightree helps streamline processes, improve efficiency, and increase profitability. For over fifteen years, organizations big and small have put their trust in us-for our wide-ranging solutions, our leadership, and our unmatched customer service. Going to work each day and creating new ways to positively impact our customers' businesses and the lives of patients is just what we do. Because Brightree is, after all, about people.

To learn more about Brightree technology and solutions watch this short video by our CEO: https://www.brightree.com/whychoosebrightree

The CSM's purpose is to work with and manage customers and collaborating with other RCM departments in order to provide the best possible service and results.

Let's talk about Responsibilities

• Operate as the lead point of contact for any and all matters specific to your customer base.
• Coordinate, schedule, and conduct all pertinent training for assigned customer base.
• Build and maintain strong, long-lasting customer relationships amongst your customer base.
• Have the ability to identify and understand issues, problems and opportunities, comparing data from different sources to draw conclusions and use effective approaches for choosing a course of action.
• Communicate clearly on regularly scheduled meetings with your customer base ensuring proper and timely contact is consistent with company initiatives.
• Work closely and collaboratively with other departments on program enhancements as it relates to the customer base and software solution.
• Identify current and potential problems in customer accounts and workflow.
• Suggest remedial measures to solve all outstanding financial and operational issues in consultation with our clients.
• Manage and respond to all RCM Support cases for your customer base.

Let's talk about Qualifications and Experience

Required:

• High School degree, or an equivalent combination of education and professional experience.
• Minimum of 1-3 years prior billing, customer service, or account management experience.

Preferred:

• Bachelor's degree.
• 3+ Brightree Software Experience.
• Proficient in Microsoft Office Applications.
• Minimum of 8 years of related experience.
• Applies acquired expertise and exercises judgment to analyze and solve problems without clear precedent.
• Analysis of situation or data requires review of relevant factors.

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.

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 candidate's geographic work location, relevant qualifications, work experience, and skills.

Subject to the absolute discretion of the company, this role is 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:

45,000.00 - 56,000.00 - 67,000.00 USD Annual

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

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!