Customer Support Representative, Pharmacy

October 31

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ResMed

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Healthcare Insurance • SaaS

ResMed is a global leader in sleep technology and respiratory care, focused on improving out-of-hospital care to enhance the health and quality of life for individuals with chronic diseases. With over 30 years of innovation, ResMed develops life-changing technology and provides software platforms that support medical professionals and caregivers in helping patients manage their health from home or in preferred care settings. The company is committed to diversity and inclusion, supporting a wide range of professionals in building meaningful careers, and shaping the future of connected health care with the goal of impacting 250 million lives worldwide.

5001 - 10000 employees

Founded 1989

⚕️ Healthcare Insurance

☁️ SaaS

💰 Post-IPO Debt on 2019-07

📋 Description

• Respond to customer inquiries about Brightree Business Management Software for Pharmacy software and business management solutions • Diagnose and resolve a wide range of issues—both basic and complex—via phone and electronic communication • Troubleshoot challenging issues, applying creative problem-solving and technical knowledge • Document new issues, frequently asked questions (FAQs), and resolutions to enhance the knowledge base • Identify and escalate critical issues, ensuring proactive communication and timely fixes • Accurately track and log all support requests, maintaining detailed records of customer interactions and resolutions • Collaborate with customers to ensure solutions align with their operational needs • Stay current on product updates, design changes, and new offerings • Adhere to all federal and state laws, rules and regulations governing the practice of pharmacy and the delivery of medical equipment and supplies

🎯 Requirements

• Prior experience in a help desk or customer support role, specifically supporting pharmacy/home infusion software • Experience with home infusion pharmacy workflows and processes such as patient registration/intake, order entry, clinical monitoring, dispensing and compounding, TPN prescriptions, NCPDP adjudication, and inventory management • Solid understanding of the pharmacy HME industry and NCPDP billing standards • Strong technical aptitude and systematic troubleshooting skills • Proven ability to resolve challenging, complex issues quickly and effectively • Ability to thrive in a remote environment while consistently meeting performance metrics and contributing to team goals • Self-motivated, fast learner with a proactive mindset and strong commitment to task completion • Ability to thrive in a fast-paced, collaborative, project-driven environment • Must have a positive attitude, eagerness to learn, and a continuous improvement mindset • Experience using Brightree Business Management Software for Pharmacy • Certified Pharmacy Technician (CPhT) • Experience in pharmacy, home infusion, HME(Home Medical Equipment), and/or healthcare • Bachelor’s degree in finance, business, healthcare, technology, or a related field • Equivalent combination of education and experience will be considered.

🏖️ Benefits

• comprehensive medical, vision, dental, and life insurance • AD&D insurance • 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) in the first year • 11 paid holidays plus 3 floating days • 14 weeks of primary caregiver or two weeks of secondary caregiver leave