Customer Experience Manager Job at ResMed (Mt. Pleasant)

Customer Experience Manager

ResMed

Location:
United States , Mt. Pleasant

Category:
Customer Service

Contract Type:
Not provided

Salary:

45000.00 - 62000.00 USD / Year

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Job Description:

The Customer Experience Manager will be a liaison- sharing metrics and reporting with customers on work performed by RCM, making best practice recommendations, and working internally with RCM Operations. The Customer Experience Manager works with Customers as well as Operational teams via telephone, various software applications, and email. The CEM must be able to maintain a high level of professionalism while working in a fast-paced environment.

Job Responsibility:

Build and foster strong relationships with customers and business partners
Onboarding new customers to RCM which includes organizing all onboarding calls and focused calls with Operational teams and providing necessary Go Live details to the Analytics team for customer setup
Manages all email communication and Salesforce cases created by customer and RCM Operations teams regarding assigned customer base
Performs Monthly Business Analysis around RCM related performance for assigned customer base: Including but not limited to- Denials Analysis/Trending, Outstanding Sales Orders, Unposted Deposits, AR Aging, AR Activity Trends
Attend internal Operations meetings with teams regarding outstanding issues/questions regarding assigned customer base
Keeps RCM Enabled Payer List Updated Monthly
Provides leadership and motivation by addressing clear expectations, communicating specific performance feedback to the Operations teams, to ensure timely and thorough performance reviews using internal measurement/monitoring standards
Assist Customers and RCM Operations with End of Month Processes to ensure timely closure of customer GL Periods
Collaborates with worldwide resources to ensure effective knowledge, information sharing, and quick resolution of service performance issues
Collaborates with all departments on any process gaps and initiates discussions for resolution
Acts as a liaison between all Brightree departments, ensuring timely communication and follow-up through proactive monitoring of the operational workflow and processes, working with the Sr Director & Director of Operations
Ensures adherence to objectives, operating policies and procedures, and strategic action plans for achieving goals

Requirements:

Passionate about customer service, with strong problem-solving skills focused on identifying and putting in place solutions for customers
Computer literate and proficient in using MS office programs
Analytical Thinker: Ability to solve issues quickly and effectively through a methodical, systematic approach
Must have excellent attention to detail and an understanding of how to investigate and troubleshoot issues and find workarounds
The ability to work in a fast-paced environment
Strong ethics and a high level of personal and professional integrity
An effective communicator with strong oral, written, and persuasive skills and the 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
Brightree software and/or DME Billing Experience
Bachelor's Degree
Minimum of 5 years of related experience
Salesforce
Smartsheet
Advanced Proficiency in Microsoft Excel
Knowledgeable of federal and state laws and requirements relating to healthcare management

What we offer:

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

Additional Information:

Job Posted:
February 18, 2026

Employment Type:

Fulltime

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