Customer Support Representative, Pharmacy

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 communication
• Analyze, troubleshoot, document, and solve software issues reported by customers
• Interact with customers to troubleshoot and resolve customer issues that may not have standard documented solutions
• Track and document inbound support requests and ensure proper notation of customer problems and issues
• Identify critical issues that may impact all clients, and provide proactive communications regarding product fixes
• Report product defects to product/development for appropriate resolution
• Document new issues, FAQs, and resolutions for a robust knowledge base
• Stay abreast of current technology in products, design changes, and new products offered
• Comply with all federal and state laws, rules, and regulations governing the practice of pharmacy and the delivery of medical equipment and supplies

Let’s talk qualifications and experience: ​

• Brightree software application experience
• Brightree Pharmacy/Home Infusion software application experience
• Prior 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 management
• Strong understanding of the pharmacy DME industry and pharmacy billing
• Strong analytical ability to troubleshoot and diagnose technical software issues
• Proven ability to resolve challenging issues in a timely manner
• Ability to communicate effectively over the phone or other electronic communications
• Must be a quick learner, self-directed, motivated, and have strong dedication and commitment level to the tasks at hand
• Must be able …