Patient Success Representative (Remote)

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.

An internet speed test is a mandatory requirement for this role. You must have access to a remote working environment with a hard-wired Ethernet connection that provides a minimum of 20 Mbps upload and 30 Mbps download speeds. Please run an internet speed test using the following link: Speedtest. Upload a screenshot of your test results along with your resume as part of the application process.

Working in a call center now?  Tired of coming to an office?  Brightree by ResMed is hiring motivated callers ready for a change and eager to work for a growing, innovative company with great pay and benefits.  Our fully remote positions offer competitive pay, and medical, dental, 401K and employee stock purchase plan. Equipment is also provided. Pay is $17 hourly.

Let's talk about the team and you:

We are currently looking for full-time remote (U.S.) Customer Service Specialists in the Resupply space. The Customer Service Specialist will make and receive follow-up calls to and from medical equipment patients. Calls are patient follow ups for solicitation of resupply of existing products. Candidates must have experience providing customer service via phone, strong attention to detail and the ability to utilize multiple computer applications while providing best in class customer service. A successful candidate must be able to convey information to patients in a clear and concise manner and be able to navigate simple software programs.

Key accountabilities and decision ownership:

• Initiates and receives calls to/from patients requiring resupply of sleep therapy products and collects information needed to complete an order
• Understands the unique requirements of patients and provides appropriate direction
• into a daily work list and documents results of calls
• Flexibility to work with multiple clients and any given time.
• Provides patient education to provide patients the ability to make an education decision on ordering new supplies.
• Completes and documents sales orders with accuracy and speed.
• De-escalates patients through best practices.
• Navigates through multiples systems and programs.
• Works directly with other departments and clients to resolve patient issues.

Skills, experience, technical/professional qualifications:

Must have:

• High school education required
• 1 year of customer service experience
• 1 year of sales experience required
• Must be a self-starter who can troubleshoot challenges on the fly
• Strong communication skills on the telephone
• Excellent written communication skills
• Ability to multi-task in a fast-paced environment
• Ability to work independently
• Ability to make twenty to twenty-five calls per hour
• Must have access in the remote working environment where you can hard-wire ethernet connection that runs an 20 upload and 30 download speed. As part of the interview process, you will be required to demonstrate that you meet this requirement.

Preferred:

• Associates Degree and/or college coursework preferred
• Call center experience preferred
• Bilingual Spanish speaking is a plus

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 pl