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.