Brightree

Role Description The Manager, Call Center is accountable for the leadership of the customer service functions of a dynamic team of dedicated calling staff. In this role, you will ensure consistent delivery of services, while optimizing the overall performance and productivity. This position oversees a team of Customer Service Representatives and is responsible for: - Managing performance and productivity of the assigned customer service team. - Coaching and developing talent. - Ensuring accountability. - Monitoring key performance indicators. - Tracking call metrics. Key Responsibilities - Leads and manages the performance of a team of up to 30 Customer Service Representatives. - Oversees career development and performance management for the assigned team. - Serves as mentor to Customer Service Representatives, enabling them to develop their abilities. - Identifies issues through the monitoring of queues, task assignments, customer communications, and KPIs. - Ensures timely action is taken to resolve issues related to customer performance. - Acts as the first escalation point for high touch customer care for patients. - Responds with urgency, clarity, competence, and swift fulfillment of all service requests. - Interfaces with appropriate team members and leadership to provide data-based process and actions necessary for identification and escalation of unresolved customer issues. - Monitors and reports customer satisfaction levels to ensure compliance with service level agreements and issue resolution. - Participates in interviews and makes hiring recommendations. - Collaborates with peers and support leadership to discuss activities, strategies, initiatives, and opportunities that support team and business goals. - Recommends suggestions for team and department improvement. Qualifications - High School Diploma/GED required. - Bachelors/Associates degree preferred. - 5 years of call center customer service experience. - 4 years of people management experience in customer service or a related industry. - Experience managing large teams (i.e., 20+ team members) required. Skills and Abilities - Strong leadership capabilities. - Demonstrated business consulting skills with the ability to forge relationships, facilitate discussions, and drive to resolution. - Self-starter, results driven, highly motivated, with a proven track record of exceeding objectives. - Exceptional communication skills. - Highly organized. - Ability to multi-task in a fast-paced environment. - Ability to work independently. - Demonstrated leadership competencies, with experience as an exceptional relationship manager and collaborator in a dynamic company. Benefits - Comprehensive medical, vision, dental, and life insurance. - 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). - Tuition assistance. - Fifteen days Paid Time Off (PTO) in the first year of employment. - 11 paid holidays plus 3 floating days. - Eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members. Compensation A reasonable estimate of the current base range for this position is: $77,000 - $100,000 USD. For remote positions located outside of the US, pay will be determined based on the candidate’s geographic work location, relevant qualifications, work experience, and skills.

Role Description Brightree Patient Collections, a nationwide leader in patient-pay billing and collection services, is seeking a driven and customer-focused Senior Customer Success Specialist to join its growing team. In this role, you will serve as a primary point of contact for clients, ensuring a high level of service delivery, customer satisfaction, and account performance. - Serve as the lead point of contact for all matters related to the assigned customer base. - Coordinate, schedule, and facilitate relevant training for assigned customers. - Build and maintain strong, long-term customer relationships. - Identify and assess customer issues, problems, and opportunities by analyzing information from multiple sources and drawing sound conclusions. - Maintain consistent monthly and/or quarterly customer touchpoints to ensure timely communication and alignment with company initiatives. - Collaborate with other Account Managers to identify and support program enhancements related to the customer base and software solution. - Identify current and potential revenue management issues. - Recommend corrective actions to resolve outstanding financial issues in consultation with clients. Qualifications - Associate’s degree required; bachelor’s degree preferred. - 1–3 years of proven account management, business-to-business sales, or related experience required. - Experience in the HME/DME industry and medical billing required. - Financial analysis and direct profit and loss accountability experience preferred. - Advanced proficiency in Microsoft Office products. - Advanced analytical skills. - Passion for customer service, with strong problem-solving skills and a focus on identifying and implementing customer solutions. - Strong business and financial acumen, including the ability to set expectations and align goals to business plans. - Strong ethics and a high level of personal and professional integrity. - Effective communication skills, including strong oral, written, and persuasive communication abilities. - Ability to communicate, present, and influence effectively across all levels of management, including C-level stakeholders. - Exceptional organizational skills, strong attention to detail, and the ability to manage multiple priorities. - Self-starter who is results-driven, highly motivated, and energetic. Benefits - Comprehensive medical, vision, dental, and life insurance. - 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). - Tuition assistance. - Fifteen days Paid Time Off (PTO) in the first year of employment. - 11 paid holidays plus 3 floating days. - 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

Role Description The Commercial Analytics Analyst acts as a strategic partner to the Commercial organization, enabling revenue growth and sales effectiveness through data driven insights, modern analytics solutions, and advanced BI platforms. This role goes beyond traditional reporting and dashboarding. The analyst is responsible for: - Translating complex data into actionable insights - Innovating and designing decision-oriented analytics solutions - Helping Sales teams make better, faster, and more confident decisions The position serves as a commercial problem solver, combining strong analytical capabilities with business acumen and a solution driven mindset. The role requires close collaboration with Sales, Marketing, Finance, IT, and other cross functional stakeholders to innovate and deliver scalable analytics solutions, improve data quality, and continuously evolve how analytics supports commercial execution. Responsibilities - Serve as a senior, trusted commercial intelligence advisor to Sales leadership, owning the translation of complex commercial challenges into scalable analytical solutions and decision support. - Deliver executive ready, story-driven insights that clearly communicate what is happening, why it matters, and recommended actions to improve revenue and execution. - Provide advanced, data driven recommendations across territory strategy, account prioritization, pipeline health, forecasting accuracy, and performance management. - Own the design, development, and continuous evolution of decision-oriented dashboards and analytics solutions embedded into core Sales rhythms. - Balance speed, analytical rigor, scalability, and data governance when delivering insights, dashboards, and analytics products. - Lead analysis of large, complex, multisource datasets; ensure high standards of data quality, integrity, and consistency across reporting and analytics. - Write, optimize, and maintain performance SQL queries; partner with BI and IT teams to influence data models, automation, and analytics architecture. - Drive exploration, piloting, and adoption of AI-enabled analytics use cases to enhance insight generation, forecasting, and decision support, while championing responsible AI practices. - Act as a senior advisor and enablement leader for Sales teams through hands-on guidance to increase analytics adoption and maturity. - Lead and contribute to cross functional initiatives and complex ad hoc analyses, continuously identifying opportunities to automate, standardize, and scale analytics processes. - Demonstrated ability to translate complex business questions into advanced analytical approaches and executive ready insights. - Deep experience working with large, complex datasets and writing optimized SQL queries. - Proven track record of owning and delivering sophisticated analytics solutions using Tableau and/or Power BI. - Strong data storytelling, executive communication, and stakeholder influence skills. - Ability to independently manage multiple high impact initiatives while maintaining focus on business outcomes. - Strong understanding of sales performance metrics, commercial KPIs, and revenue analytics. - Comfort operating in ambiguous environments and providing analytical leadership without complete information. - Ability to influence stakeholders and drive alignment without formal authority. Qualifications - Proven experience leveraging AI or machine learning techniques in a business or sales analytics context (e.g., forecasting, segmentation, or lead scoring). - Familiarity with AI-enabled analytics tools or platforms (e.g., Python ML libraries, Snowflake, Power BI, Tableau, or similar). - Experience using generative AI tools (e.g., Copilot, ChatGPT) to enhance analysis, automate reporting, or improve productivity. - Bachelor’s degree in Business, Finance, Economics, Analytics, or a related field. - 5–8 years of progressive experience in sales analytics, business intelligence, or commercial performance roles. - Demonstrated ownership of complex analytics solutions from problem framing through delivery and adoption. - MBA or advanced degree preferred, but not required. - Experience in medical devices, healthcare, regulated industries, and/or high-tech environments strongly preferred. - Advanced SQL expertise (Microsoft SQL Server or equivalent). - Strong Microsoft Excel and PowerPoint skills for executive-level analysis and storytelling. - Familiarity with modern cloud analytics stacks, including Snowflake and transformation frameworks such as DBT, to support scalable analytics engineering and data quality. - Exposure to Python or comparable analytical programming tools to support exploratory analysis, automation, or advanced insights (preferred). - Strong command of statistical analysis, analytical reasoning, and quantitative methods. - Ability to apply percentages, ratios, trends, and performance metrics to complex commercial and sales analytics scenarios. - Capability to assess variability, drivers, and impacts within large datasets to inform strategic decisions. Benefits - Comprehensive medical, vision, dental, and life insurance - 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) - Tuition assistance - Fifteen days Paid Time Off (PTO) in the first year of employment - 11 paid holidays plus 3 floating days - 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members Compensation A reasonable estimate of the current base range for this position is: $91,000 - $116,000. Individual pay decisions are based on a variety of factors, such as the candidate’s geographic work location, relevant qualifications, work experience, and skills. Company Description 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!

Role Description The Brightree Customer Success Team is responsible for driving consistent customer value through adoption of Brightree products and services. Customer Success Managers align with key stakeholders on top priority initiatives by providing ongoing insights, recommendations, and best practices to support their goals. This team contributes to our overall mission of changing 500 million lives by 2030 by optimizing HME operations and allowing our customers to focus on patient care. Utilizing deep knowledge of Brightree products and services in conjunction with broad expertise in the mechanics of running an HME business, the Senior Customer Success Manager uses independent judgement to assess complex business processes and develop prioritized recommendations that will improve customer efficiency, increase ROI and drive overall adoption of Brightree and reduce churn. The Senior Customer Success Manager routinely collaborates with the customer to evaluate diverse issues or data and demonstrates the ability to understand unique challenges, identify opportunities and offer insights and effective solutions using company best practices. - Engage with customers’ executive leadership to align on business goals, improvement priorities and success strategies - Proactively monitor key performance and risk indicators for assigned accounts and manage escalations through creation and utilization of an action plan - Work autonomously to manage ongoing internal and external communication and projects across multiple customers simultaneously to ensure customer satisfaction and retention - Identify expansion and cross sell opportunities that align with customers’ short and long-term goals - Design, lead and document onsite annual business reviews, quarterly business reviews and monthly status meetings that add value to the customer - Independently identify risk and use sound judgement to properly escalate customer issues and barriers to continued success - Maintain extensive knowledge of Brightree HME, Resupply and Pharmacy solutions as well as industry and regulatory changes - Research, diagnose and resolve basic and complex customer questions or problems on site, over the telephone or through electronic communication - Create and present relevant content to existing and potential customers at tradeshows and other industry events - Facilitate working sessions with customers to understand and document business and technical requirements for improved functionality in the Brightree system. Qualifications - Minimum 8 years of experience in HME and resupply operations management - Four-year college degree in business, finance, IT or a relevant discipline; or solid finance and accounting skills to communicate effectively with corporate officials. - Minimum 4 years of experience in business process improvement - Minimum 2 years of experience using the Brightree business management solution - Demonstrated success in partnering and maintaining ongoing relationships with executive leadership including ability to present and effectively communicate prioritized recommendations that will improve customer efficiency, increase ROI and drive overall adoption of Brightree - Exceptional consultative and communication skills with a keen attention to detail while handling multiple priorities - Knowledge of software implementations, system workflows and industry best practices - Broad soft skills including effective communication, active listening, conflict resolution, problem-solving, dependability and leadership skills - Proficient in MS Excel, MS Word, MS PowerPoint and MS Outlook - Ability to work in a fast-paced, collaborative environment with the ability to own areas of the customer life cycle with minimal supervision. - Solid understanding of medical insurance billing and the reimbursement relationships between patients, providers, and insurance carriers. - 50-60% domestic travel required - 4+ years of experience in customer success or account management role with a focus on diagnosing, diffusing, and resolving customer escalations preferably with national, multi-product or large regional accounts - 2+ years Infusion pharmacy experience - Highly organized with the ability to manage and drive change - Skilled in process analysis and improvement with demonstrated business benefits Benefits - Comprehensive medical, vision, dental, and life insurance - 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) - Tuition assistance - Fifteen days Paid Time Off (PTO) in the first year of employment - 11 paid holidays plus 3 floating days - 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members

Role Description We are seeking a Senior Data / Business Analyst to support healthcare analytics initiatives focused on disease states and therapy categories with ongoing patient resupply. This role partners closely with business, operations, product, and technology teams to translate complex business questions into data-driven insights, reporting, and decision support. As a senior healthcare data analyst, this individual will drive insights and performance improvements across patient resupply, operations, and revenue. Leveraging tools such as SQL and Snowflake, they will analyze complex healthcare data to identify trends, improve patient adherence and outcomes, optimize operational workflows, and reduce revenue leakage. This role blends deep healthcare domain knowledge with strong technical and analytical expertise to enable data-driven decision-making across the organization. Key Responsibilities - Develop deep expertise in healthcare resupply workflows, including eligibility, adherence, utilization, payer requirements, order cycles, and fulfillment. - Partner with stakeholders to define business needs and translate them into scalable analyses, dashboards, and reporting. - Use SQL and Snowflake to extract, transform, analyze, and validate data across multiple sources (patient, orders, claims, CRM, operations). - Analyze performance across disease states, therapy categories, patient segments, providers, payers, and operations. - Identify trends and drivers impacting adherence, resupply timing, order conversion, revenue leakage, and operational efficiency. - Build and maintain dashboards, KPIs, and executive reporting to support performance management. - Conduct ad hoc analyses and deliver actionable recommendations to solve complex business problems. - Collaborate cross-functionally (data, BI, product, operations) to improve data quality, metrics, and analytics infrastructure. - Ensure data accuracy, consistency, and alignment across all reporting outputs. - Communicate insights clearly through data storytelling to technical and non-technical audiences. Focus Areas - Patient resupply eligibility and reorder timing. - Therapy adherence and utilization trends. - Disease-state and therapy-category performance. - Order conversion, cancellations, and abandonment. - Payer requirements and documentation impacts. - Patient segmentation and outreach effectiveness. - Operational productivity and fulfillment performance. - Revenue leakage, missed resupply opportunities, and retention. Ideal Candidate - Strategic, hands-on analyst with strong healthcare and technical expertise. - Proficient in SQL and Snowflake for data querying, validation, and analysis. - Trusted partner to stakeholders, translating business needs into actionable insights. - Focused on improving patient outcomes, operational efficiency, and revenue performance. - Experienced in analyzing patient, payer, provider, and resupply behaviors. - Identifies trends, risks, and optimization opportunities. Qualifications - 5+ years in data, business, or healthcare analytics. - Healthcare experience in DME, pharmacy, home health, chronic disease management, or resupply models. - Experience working with large datasets and delivering actionable insights. - Ability to gather requirements and translate into analytical solutions. - Experience analyzing patient orders, resupply, and adherence, claims, payer rules, and revenue cycle data, utilization and fulfillment performance. - Cross-functional collaboration with operations, product, sales, finance, or customer success. Skills and Abilities - Advanced SQL (joins, CTEs, window functions, aggregations, optimization). - Experience with Snowflake or similar cloud data platforms. - Proficiency in BI tools (Tableau, Power BI, Looker, etc.). - Strong analytical and problem-solving skills in complex environments. - Ability to translate data into clear, actionable insights. - Excellent communication with technical and non-technical audiences. - High attention to detail and data accuracy. - Knowledge of HIPAA and healthcare data privacy. - Understanding of patient lifecycle, engagement, and recurring revenue models. - Experience documenting metrics, data definitions, and reporting logic. Benefits - Comprehensive medical, vision, dental, and life insurance. - AD&D, short-term and long-term disability insurance. - Sleep care management. - Health Savings Account (HSA) and Flexible Spending Account (FSA). - Commuter benefits. - 401(k) and Employee Stock Purchase Plan (ESPP). - Employee Assistance Program (EAP) and tuition assistance. - Fifteen days Paid Time Off (PTO) in the first year of employment. - 11 paid holidays plus 3 floating days. - Eligibility for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

Role Description This position reports directly to the Director of Operations, RCM Intake Management and is responsible for supervising the day-to-day functions of the Intake Management team to achieve optimal results for our clients while ensuring compliance to Medicare, Medicaid and Private insurance requirements and RCM policies and procedures. Responsible to update current policies/ procedures needed for improved compliance and financial results. - Provide leadership, communication, and motivation, while supervising the day-to-day functions of the Intake Management Revenue Cycle team. - Oversee performance management and development of direct report team members; coaching staff and assuring output levels are achieved with minimal errors. - Ensure adherence to objectives, operating policies and procedures, and strategic action plans by aligning goals around business plans. - Responsible for training and monitoring productivity of Intake Management processes and procedures to ensure tasks are completed within SLA. - Act as a change agent while initiating various projects with the view of leading and guiding the organization towards a robust future. - Implement and ensure adherence to operating policies and procedures established, including government and state regulations. - New customer onboarding and implementation to RCM Intake Services through gathering customer information, enforcing RCM best practices, and building/training internal. - Maintain Intake customer relationships and leading status update and performance calls with Brightree Intake Management customers. - Management of customer and patient escalations, ensuring timely resolution. - Prepares and submit reports to the customer as requested to discuss progress, trends, solutions with the customer on a regular basis. - Trains and monitors global partner performance, including but not limited to new customer training and process updates. - Communicate updates to RCM Intake Management Manager/Director. - Maintains patient confidentiality and function within the guidelines of HIPAA. - Other tasks and responsibilities as assigned. Qualifications - Minimum of 2 years’ experience related to health care revenue cycle management, preferably in the HME/DME industry. - Minimum of 2 years’ experience related to customer service. - Knowledgeable of Medicare, Medicaid and Private Insurance billing and qualification/documentation guidelines. - Robust supervisory competencies in the areas of leadership and team development; including coaching, mentoring and situational assessment skills. - Experience developing high-performing teams in the day-to-day functions of billing, collections, or customer service. - Broad knowledge of federal and state requirements relating to healthcare management. - Strong ethics and a high level of personal and professional integrity. - Strong computer proficiency with Microsoft Office and Databases. - Bachelor’s degree preferred; however, will consider equivalent job experience. - Passionate about customer service. - Excellent problem-solving skills focused on identifying and implementing solutions for customers. - Effective communication skills with strong oral, written, and persuasive abilities to work with people at all levels in the organization. - Exceptional organizational skills with a high level of attention to detail and the ability to multitask. - Results-driven, self-starter who is highly motivated and able to troubleshoot challenges on the fly. - Proven track record of working towards and exceeding metrics. Benefits - Comprehensive medical, vision, dental, and life insurance. - 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). - Tuition assistance. - Fifteen days Paid Time Off (PTO) in the first year of employment. - 11 paid holidays plus 3 floating days. - Eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

Role Description Ready for a Change? Work From Home with Brightree by ResMed! Currently working in a call center and tired of commuting to the office? Brightree by ResMed is hiring motivated, customer-focused callers who are ready to take the next step in their career—from the comfort of home! In this role, you will manage inbound and outbound calls with patients to support resupply of existing products: - Handle high-volume (100+) inbound and outbound calls per day - Serve as the primary point of contact for creating and booking patient orders - Complete tasks accurately and on time - Collaborate with internal and external teams to resolve issues - Monitor performance metrics and meet quality and service-level standards - Adhere to schedules and departmental procedures while working independently - Deliver exceptional customer service while effectively multitasking across multiple accounts Qualifications - High school diploma required - 1+ year of customer service and/or sales experience - Self-motivated with the ability to troubleshoot and adapt quickly - Strong verbal and written communication skills - Highly detail-oriented with a focus on data-entry accuracy - Ability to multitask in a fast-paced environment - Comfortable working independently Requirements - Remote work requires a HIPPA compliant work environment - Hardwired Ethernet internet connection (cable or fiber) with minimum speeds of 30 Mbps download and 20 Mbps upload - Wi-Fi, satellite, cellular, and 5G connections are not supported Benefits - Comprehensive medical, vision, dental, and life insurance - 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) - Tuition assistance - Fifteen days Paid Time Off (PTO) in the first year - 11 paid holidays plus 3 floating days - Eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave

Role Description The Revenue Cycle Management (RCM) Team Lead is responsible for overseeing the daily operations of a Durable Medical Equipment (DME) revenue cycle team. This role ensures all work is completed accurately, efficiently, and within established service level agreements (SLAs). The Team Lead supervises and develops staff, drives performance and productivity, and serves as a key liaison between frontline teams, partners, and leadership. This position also plays a critical role in maintaining compliance with regulatory requirements and advancing process improvements across billing and collections workflows. Responsibilities - Team Leadership & Performance Management - Supervise, coach, and mentor team members across billing, collections, and/or various day-to-day functions. - Monitor individual and team performance against KPIs and SLAs; oversee performance management and development of team members assuring output levels are achieved with minimal errors. - Foster a high-performance, accountability-driven team culture. - Conduct regular one-on-ones, performance reviews, and training sessions. - Operational Oversight - Ensure timely and accurate processing of claims, payments, denials, and follow-ups. - Manage daily workflow distribution and workload balancing. - Identify and resolve operational issues impacting productivity or accuracy. - Communicate performance trends, risks, and updates to leadership/stakeholders. - Compliance & Policy Implementation - Ensure adherence to all applicable state and federal regulations, including HIPAA. - Maintain strong knowledge of Medicare, Medicaid, and commercial payer requirements. - Support the implementation and enforcement of company policies and procedures. - Process Improvement & Systems Optimization - Identify opportunities to improve workflows, reduce denials, and increase cash collections. - Support system enhancements and optimization efforts. - Collaborate cross-functionally to implement best practices and standardize processes. - Participate in or lead process improvement initiatives. - Reporting & Stakeholder Communication - Prepare and deliver regular reports on team performance, KPIs, and revenue cycle metrics. - Provide insights and recommendations to leadership/stakeholders based on data analysis. - Support client/customer reporting requirements and performance reviews. - Project & Client Support - Serve as a project manager for statements of work (SOWs) and client implementations as needed. - Participate in customer progress reviews and operational meetings. - Ensure deliverables and timelines are met for assigned projects. Qualifications - 2+ years of experience in DME/HME revenue cycle management. - Strong knowledge of Medicare, Medicaid, and commercial insurance billing and documentation requirements. - Experience with Brightree or similar DME billing systems. - Demonstrated leadership or supervisory experience in billing, collections, or customer service teams. - Solid understanding of healthcare regulations and compliance standards. - Proficiency in Microsoft Office (Excel, Word, Outlook) and database systems. - Bachelor’s degree in healthcare administration, Business, or related field (or equivalent experience). - Proven track record of improving team performance and revenue cycle outcomes. Benefits - Comprehensive medical, vision, dental, and life insurance. - AD&D, short-term and long-term disability insurance. - Sleep care management. - Health Savings Account (HSA) and Flexible Spending Account (FSA). - Commuter benefits. - 401(k) and Employee Stock Purchase Plan (ESPP). - Employee Assistance Program (EAP) and tuition assistance. - Fifteen days Paid Time Off (PTO) in the first year of employment. - 11 paid holidays plus 3 floating days. - Eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members.

The primary role of Technical Support Engineer, Tier 2 Resupply function is to provide technical & engineering support to customers, support agents & internal teams. Key deliverables include taking ownership of customer queries on ResMed products, research solutions and promptly respond whilst maintaining the highest level in quality. Provide post Design support and repair of ResMed products, investigate device failures, upgrading the systems, product maintenance & testing. The shift for this role is : 8am - 5pm CST. Let’s talk about Responsibilities - Triage and prioritize escalated customer cases from the Customer Support team - Communicate with customers to precisely define software cases - Use SQL server database queries and scripts to gather detailed information on customer support cases - Identify and provide workarounds for customer cases whenever possible - Design, test and implement data scripts - Communicate case resolutions to customers - Provide best practice direction on software use to help users avoid recurrence of cases - Document software defects using defect tracking system and report defects to software engineers Let’s talk about Qualifications and Experience - 2+ years of work experience, preferably in a healthcare software environment - 2+ years of SQL experience, preferably in SQL Server - Brightree software experience - Connect or SNAP software experience - Must demonstrate an ability to learn complex business software and master best practice use of the software - Must have excellent attention to detail and the understanding of how to investigate and trouble-shoot software issues and find workarounds to those issues - Must have strong technical skills, including an ability to understand complex SQL syntax for investigating software issues and making changes to data - Strong analytical capabilities, data analysis techniques and common database query skills - Strong commitment to quality and ability to work closely and communicate effectively with software engineers and product managers - Strong interpersonal and communication skills - Experience working in a SaaS model a plus - Proficient in the Windows operating system - Ability to manage multiple concurrent priorities and meeting deadlines - Bachelor's Degree or Equivalent Experience - Basic understanding of the DME industry - Basic understanding of medical billing - Call center experience - Customer Support 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: $32.97/hr - $49.45/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.

• Own and lead architecture discussions, designing highly scalable, performant, and resilient software solutions in a cloud-native environment. • Demonstrate strong ownership of software components from design to deployment, ensuring system reliability and maintainability. • Apply AI-assisted development tools (e.g., GitHub Copilot, Augment, MCP servers, and Agentic AI frameworks) to enhance productivity and code quality. • Design data-centric architectures, treating data as a first-class citizen for secure transport, storage, and analytics. • Champion a quality-first approach, implementing unit tests, automation frameworks, and robust functional testing. • Identify codebase and system design gaps, setting and maintaining high-quality engineering standards through code, security, and design reviews. • Enhance product scalability and self-service capabilities, ensuring efficient onboarding and customer adoption. • Take an active role in mentoring junior engineers, sharing technical expertise, and fostering a culture of collaboration and innovation. • Support hiring efforts, participating in interviews and attracting top engineering talent.