You could say Brightree by ResMed is a technology company. And that's true. But Brightree is, at its heart, about people. We develop innovative, end-to-end technology solutions and services for people facing everyday challenges in the post-acute care industry. Brightree helps streamline processes, improve efficiency, and increase profitability. For over fifteen years, organizations big and small have put their trust in us-for our wide-ranging solutions, our leadership, and our unmatched customer service. Going to work each day and creating new ways to positively impact our customers' businesses and the lives of patients is just what we do. Because Brightree is, after all, about people.
To learn more about Brightree technology and solutions watch this short video by our CEO: https://vimeo.com/293016800
Let's talk about Responsibilities:
Answer questions regarding the Brightree application and its extended services in a friendly, effective, and efficient manner.
Diagnose and resolve basic and complex customer questions or problems over the telephone or through electronic communication in the areas of system configuration/setup, product functionality, and bugs/enhancements.
Interact with customers to troubleshoot and resolve customer issues that may not have standard documented solutions. Ability to document new issues, FAQs, and resolutions for a robust knowledge base
Identify critical issues that may impact all clients, provide proactive communications, product fixes and subsequent uploads.
• Track and document inbound support requests and ensure proper notation of customer problems and issues.
• Work closely with customers to ensure we are providing solutions that meet their needs.
• Stay abreast of current technology in products, design changes, and new product offered.
Let's talk about Qualifications and Experience
Bachelor's degree strongly preferred
HME, Home health or healthcare administrative experience preferred
Minimum 3 years of experience in a customer support environment
Knowledge of customer support best practices.
Subject Manner Expert with multiple Brightree application and extended services
Strong presentation skills
Call center experience
Strong interpersonal, communication, and customer service skills with the ability to resolve challenging issues in a timely manner while mentoring peers
Proficiency with Microsoft Office Suite (Outlook, Word, and Excel)
Proficiency with Web Browsers (Explorer, Firefox, Chrome, and Safari)
Deep understanding of DME industry, medical billing and accounting
Prior help desk experience providing software support to external customers.
Technical aptitude and troubleshooting skills to tackle a problem using a logical, systematic sequential approach.
Proven ability to resolve challenging issues in a timely manner.
Must be a quick learner, self-directed, motivated, and have strong dedication and commitment level to the tasks at hand.
Candidate must be able to work in a fast-paced, collaborative, project-oriented environment with the ability to own areas of the product with minimal supervision.
Looking for someone with a great attitude that is willing to learn and increasingly strive to improve
Brightree Software Application experience
Bachelor's Degree in Computer Science
Equivalent combination of education and experience will be considered
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!