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.

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.

In this role you can expect to work a 40-hour work week with shifts on Monday to Friday, between the hours of 7 am and 9 pm CST (8 hr shift per day). Your schedule will include 2 paid 15-minute breaks as well as 30 minutes unpaid lunch

Key accountabilities and decision ownership:

• Managing inbound and outbound phone calls, responding to follow-up emails, and engaging in chat support.
• Serving as the primary contact for order placements and general inquiries.
• Completing tasks accurately and within established timelines.
• Collaborating with internal and external teams to resolve issues effectively.
• Proactively monitoring key performance indicators to meet departmental goals.
• Achieving quality assurance standards.
• Maintaining service levels and adhering to scheduled commitments.
• Working independently while following departmental procedures.
• Meeting minimum internet speed requirements and ensuring a HIPAA-compliant environment.
• Providing exceptional customer service.
• Effectively multitasking and managing multiple accounts or clients.
• You will be expected to engage in phone-based communication daily on a set schedule with minimal flexibility for the entirety of your shift.

Skills, experience, technical/professional qualifications:

Must have:

• High school education required
• 1 year of customer service experience
• 1 year of sales experience required
• 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
• 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

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 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 circumstances of each case.  A reasonable estimate of the current base range for this position is: $17.00 USD Hourly. For remote positions located outside of the US, pay will be determined based the candidate’s geographic work location, relevant qualifications, work experience, and skills.

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! We commit to respond to every applicant.