RCM Support Representative

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 Support Representative’s primary purpose is to work with and manage cases received from customers and collaborate with other RCM departments in order to provide the best possible service and results.

Duties and responsibilities

• Manages all email communication and Salesforce cases created by customer and RCM Operations teams regarding assigned customer base.
  • Uses Knowledge and Understanding to send cases to the appropriate RCM teams for resolution
  • Reviews Trending of Cases for areas of improvement
• Keeps Customer Success Manager Apprised of Escalated issues received in cases from RCM Operations teams and Customers.
• 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. 
• Manages all email communication and Sales Force cases created by customer and RCM Operations teams regarding assigned customer base.
  • Uses Knowledge and Understanding to send cases to the appropriate RCM teams for resolution
  • Reviews Trending of Cases for areas of improvement
• Keeps Customer Success Manager Apprised of Escalated issues received in cases from RCM Operations teams and Customers.
• 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. 

Qualifications

• 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 
• Must have excellent attention to detail and an understanding of how to investigate and troubleshoot issues and find workarounds. 
• An effective communicator with strong oral, written, and persuasive skills and the capability to deal with people at all levels in the organization.  
• Self-starter, results-driven, highly motivated, high energy. 
• Brightree Software and/or DME Billing Experience
• Salesforce
• Microsoft Teams
• SharePoint
• Minimum of 2 years of related experience. 
• Applies acquired expertise and exercises judgment to analyse 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. 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.

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 base range for this position is: $16.98 - 25.46

​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! We commit to respond to every applicant.