Senior Customer Success Specialist

ResMed - Overland Park, KS

Full-time - Mid Level

Remote - Overland Park, KS

Merchant Wholesalers, Durable Goods

About the position

ResMed is at the forefront of applying technology to enhance healthcare delivery, particularly through our SaaS solutions that revolutionize patient care outside of traditional hospital settings. Our innovative systems leverage one of the largest actionable datasets in the industry, providing healthcare providers with critical insights to deliver timely and effective care. As we continue to evolve, we are committed to developing personalized solutions that utilize advanced technologies such as machine learning and predictive protocols. We are currently seeking a Senior Customer Success Specialist for Patient Collections at Brightree, a division of ResMed. This remote position, based in Overland Park, KS, will report directly to the Director of Customer Experience. The ideal candidate will be a highly motivated specialist in DME billing and claims, responsible for fostering long-term relationships with our existing customer base. This role involves engaging with key executives and decision-makers, ensuring that our clients derive maximum value from our Brightree Patient Collections suite of solutions. In this key position, you will collaborate with peers across various departments to enhance customer success and drive efficiencies. Your responsibilities will include serving as the primary point of contact for your customer base, coordinating training sessions, and maintaining strong relationships. You will also be tasked with identifying issues and opportunities within revenue management, suggesting solutions to financial challenges, and ensuring consistent communication with clients. This role is pivotal in contributing to the overall success of Brightree and ResMed's mission to improve healthcare outcomes.

Responsibilities

• Operate as the lead point of contact for any and all matters specific to your customer base.
• Coordinate, schedule, and conduct all pertinent training for assigned customer base.
• Build and maintain strong, long-lasting customer relationships amongst your customer base.
• Identify and understand issues, problems, and opportunities, comparing data from different sources to draw conclusions and use effective approaches for choosing a course of action.
• Communicate clearly on a monthly and/or quarterly touchpoint with your customer base ensuring proper and timely contact is consistent with company initiatives.
• Work closely and collaboratively with other Account Managers on program enhancements as it relates to the customer base and software solution.
• Identify current and potential problems in proper revenue management.
• Suggest remedial measures to solve all outstanding financial issues in consultation with our clients.

Requirements

• Passionate about customer service, with strong problem-solving skills focused on identifying and putting in place solutions for customers.
• Strong business/financial acumen in setting expectations and aligning team goals around business plans.
• Strong ethics and a high level of personal and professional integrity.
• An effective communicator with strong oral, written and persuasive skills and 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.
• Proven track record of working towards and exceeding metrics required.
• Demonstrated ability to communicate, present and influence effectively across all levels of management, including C-level.
• Bachelors degree is preferred or equivalent experience.
• 1-3 years' proven account management/Business to business sales experience or other related experience.
• Advanced proficiency in all MS Office products. Advanced analytical experience. Financial analysis and direct profit/loss accountability and experience is a plus.
• Experience in HME/DME Industry, Medical Billing required.

Nice-to-haves

• Desired success competencies: aligning performance for results; managing vision and purpose; effective communications; prioritizing and time management; problem solving and analysis.
• Drive for results; customer service orientation; quality decision making; managing conflict; trust and integrity.

Benefits

• A culture driven by excellence that supports personal and professional growth.
• Opportunities for career advancement in a rapidly expanding healthcare and technology solutions space.
• Commitment to diversity and inclusion in the workplace.