Resmed · 1 month ago
Customer Experience Manager
US Brightree Mt. Pleasant
Full-time
Hybrid
Mid, Senior Level
$45K/yr - $62K/yr
5+ years expBrightree, a subsidiary of ResMed, is focused on innovation in cloud-based patient management software. The Customer Experience Manager will act as a liaison between customers and operations, ensuring effective communication and fostering strong relationships while managing customer onboarding and performance analysis.
Health CareHealth DiagnosticsMedicalMedical Device
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 Salesforce 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
Qualification
Required
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
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
Bachelor's Degree
Minimum of 5 years of related experience
Preferred
Brightree software and/or DME Billing Experience
Salesforce
Smartsheet
Advanced Proficiency in Microsoft Excel
Knowledgeable of federal and state laws and requirements relating to healthcare management
Benefits
Comprehensive medical
Vision
Dental
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)
Tuition assistance
Fifteen days Paid Time Off (PTO)
11 paid holidays
3 floating days
14 weeks of primary caregiver leave
Two weeks of secondary caregiver leave
Company
Resmed
ResMed provides medical devices to treat and manage sleep apnea and pulmonary diseases.
5001-10000 employees
H1B Sponsorship
Resmed has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (18)
2024 (16)
2023 (10)
2022 (21)
2021 (16)
2020 (16)
Funding
Current Stage
Late StageLeadership Team
Michael "Mick" Farrell
Chief Executive Officer
Sanjay Kumar
Chief Technology Officer - ResMed SaaS
Recent News
2024-04-28
Company data provided by crunchbase