Senior Manager, Customer Service

Patient Collections Customer Experience Manager

Brightree's Patient Collections helps post-acute healthcare providers unlock their full potential by delivering expert guidance, operational best practices, and data-driven strategies. Our consultants work directly with organizations to optimize revenue cycle performance, streamline workflows, ensure compliance, and achieve sustainable growth.

As part of the Brightree family, powered by ResMed, you'll join a team of forward-thinking professionals who are passionate about transforming healthcare operations. Here, you'll collaborate with providers nationwide, solve complex challenges, and create lasting impact for businesses that care for patients every day.

If you're driven by problem-solving, continuous improvement, and the opportunity to make a real difference in healthcare, join us!

Responsibilities

• Oversee the day-to-day operations of the Patient Collections Customer Experience Team which includes account management and customer support.
• Identify and address the customer service needs of Brightree customers and implement process improvements to enhance billing and accounts receivable functions.
• Handle escalated issues across a customer base of 800+ HME/DME providers.
• Work with internal departments and individuals to escalate and resolve customer issues, enhancements, or other projects.
• Conduct strategic needs assessments and collaborate with the Operations Specialist to determine customer service needs of existing and prospective customers.
• Direct employees engaged in revenue cycle management calls, inquiries, and complaints.
• Manage subordinate staff in areas of development, project direction, and ensuring production quality and quantity.
• Monitor customer trends to identify and implement process efficiencies.
• Provide guidance and leadership to direct reports to promote effective teamwork through motivational and organizational methods.
• Ensure compliance with company policies and regulatory requirements applicable to Patient Collections teams.
• Implement and monitor key performance metrics to meet Patient Collection standards.
• Initiate and monitor corrective action plans when business results fall short of targets or indicate potential future issues.
• Contribute to the development of onboarding programs for providers and support ongoing training efforts.
• Collaborate with current phone collection vendors to ensure program success and explore new resources.
• Build and foster strong relationships with customers and business partners.
• In partnership with the training department, oversee the development and delivery of internal training programs to ensure consistency.
• Work closely with key stakeholders, specifically the Vice President of Brightree Patient Collections on program enhancements.
• Track and analyze churn rates and customer health scores to proactively address at-risk accounts.
• Build dashboards and reports for executive leadership that highlight KPIs such as Net Revenue Retention (NRR), Time to Value (TTV), and product adoption metrics.
• Provide data-driven insights to Product, Sales, and Marketing to inform roadmap planning and upsell opportunities.
• Use data analytics to segment customers by usage, engagement, and profitability to tailor business strategies.

Qualifications and Experience

• Passionate about customer service with strong problem-solving skills focused on effective customer solutions.
• A change agent capable of guiding the team through change management initiatives.
• Demonstrated leadership in setting team direction and aligning goals with business plans.
• High level of ethics, personal, and professional integrity.
• Strong communicator with effective oral, written, and interpersonal skills.
• Exceptional organizational skills with strong attention to detail and the ability to multitask.
• Self-starter with high motivation, energy, and a results-driven mindset.
• Proven ability to meet and exceed required performance metrics.
• Skilled in communicating and influencing across all management levels, including C-level.
• Prior people management experience in a medium to large entrepreneurial environment.
• Experience using HME/DME software such as Brightree is preferred; other billing platform experience will be considered.
• Desired competencies include:
• Aligning performance for results
• Managing vision and purpose
• Effective communication
• Prioritizing and time management
• Problem-solving and analysis
• Drive for results
• Customer service orientation
• Quality decision-making
• Managing conflict
• Trust and integrity
• Advanced proficiency in all Microsoft Office products.
• Strong analytical experience, must be proficient and comfortable working with data.
• Equivalent combination of education and experience will be considered.
• Ability to travel as required.
• Bachelor's degree.
• 5–10 years of experience in the HME/DME industry or medical billing.
• 2–4 years of proven account management, business-to-business sales, or related experience.
• Experience in financial analysis and direct profit/loss accountability 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: $89,000 - $134,000

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.