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Customer Support Representative, Pharmacy

2 months ago

Peachtree Corners, United States ResMed Full time

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. The Customer Support Representative - Pharmacy/Home Infusion will provide exceptional customer service, and work to resolve customer issues in a friendly, effective, and efficient manner via different channels of communication for Brightree' s Home Infusion product. The Support Representative will address customer inquiries related to the home infusion software product and work to resolve general complaints. The representative will provide first-line technical and pharmacy assistance and will escalate the issue to relevant teams for timely resolution.Let's talk about responsibilities: Research, diagnose, and resolve basic and complex customer questions over the telephone or through electronic communicationAnalyze, troubleshoot, document, and solve software issues reported by customersInteract with customers to troubleshoot and resolve customer issues that may not have standard documented solutionsTrack and document inbound support requests and ensure proper notation of customer problems and issuesIdentify critical issues that may impact all clients, and provide proactive communications regarding product fixesReport product defects to product/development for appropriate resolutionDocument new issues, FAQs, and resolutions for a robust knowledge baseStay abreast of current technology in products, design changes, and new products offeredComply with all federal and state laws, rules, and regulations governing the practice of pharmacy and the delivery of medical equipment and suppliesLet's talk qualifications and experience: Brightree software application experienceBrightree Pharmacy/Home Infusion software application experiencePrior help desk experience providing software support to external customers preferably supporting a pharmacy/home infusion software product Experience with pharmacy workflows and processes such as: patient registration, order entry, clinical monitoring, dispensing, compounding, NCPDP adjudication, inventory managementStrong understanding of the pharmacy DME industry and pharmacy billingStrong analytical ability to troubleshoot and diagnose technical software issuesProven ability to resolve challenging issues in a timely mannerAbility to communicate effectively over the phone or other electronic communicationsMust be a quick learner, self-directed, motivated, and have strong dedication and commitment level to the tasks at handMust be able to work in a fast-paced, collaborative, environment with minimal supervisionExceptional communication skills with keen attention to detailHighly organized with the ability to manage different customer issuesCreative and innovative problem-solverIntermediate understanding of Microsoft Office productsCertified Pharmacy Technician highly preferred 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: $25.00/hr - $39.12/hr 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.