Customer Support Representative, Pharmacy

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 Support Representative – Pharmacy/Home Infusion will provide exceptional customer service, and work to resolve customer issues in a friendly, effective, and efficient manner via different channels of communication for Brightree' s Home Infusion product. The Support Representative will address customer inquiries related to the home infusion software product and work to resolve general complaints.  The representative will provide first-line technical and pharmacy assistance and will escalate the issue to relevant teams for timely resolution.

Let's talk about responsibilities:

• Research, diagnose, and resolve basic and complex customer questions over the telephone or through electronic communication
• Analyze, troubleshoot, document, and solve software issues reported by customers
• Interact with customers to troubleshoot and resolve customer issues that may not have standard documented solutions
• Track and document inbound support requests and ensure proper notation of customer problems and issues
• Identify critical issues that may impact all clients, and provide proactive communications regarding product fixes
• Report product defects to product/development for appropriate resolution
• Document new issues, FAQs, and resolutions for a robust knowledge base
• Stay abreast of current technology in products, design changes, and new products offered
• Comply with all federal and state laws, rules, and regulations governing the practice of pharmacy and the delivery of medical equipment and supplies

Let’s talk qualifications and experience: ​

• Brightree software application experience
• Brightree Pharmacy/Home Infusion software application experience
• Prior help desk experience providing software support to external customers preferably supporting a pharmacy/home infusion software product
• Experience with pharmacy workflows and processes such as: patient registration, order entry, clinical monitoring, dispensing, compounding, NCPDP adjudication, inventory management
• Strong understanding of the pharmacy DME industry and pharmacy billing
• Strong analytical ability to troubleshoot and diagnose technical software issues
• Proven ability to resolve challenging issues in a timely manner
• Ability to communicate effectively over the phone or other electronic communications
• Must be a quick learner, self-directed, motivated, and have strong dedication and commitment level to the tasks at hand
• Must be able to work in a fast-paced, collaborative, environment with minimal supervision
• Exceptional communication skills with keen attention to detail
• Highly organized with the ability to manage different customer issues
• Creative and innovative problem-solver
• Intermediate understanding of Microsoft Office products
• Certified Pharmacy Technician highly preferred

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 circumst