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Title: Director, Customer Experience
Date Posted: 2017-12-30
Location: Not mentioned
Are you seeking a rewarding position in the rapidly expanding healthcare and technology solutions space? Join us at Brightree as our new Customer Experience Director. This position reports directly to the VP, Customer Experience and is responsible for the consistent achievement of company objectives related to customer satisfaction, retention and growth. Through the execution of effective leadership, the Director, Customer Experience is responsible for creating an environment that empowers their team to grow professionally, while enabling them to be successful with their core responsibilities.

The Director, Customer Experience will need to build strong relationships with customers at both the C-Suite and intake / billing management levels, worldwide colleagues, and peers to prevent and resolve escalations; operating in a highly collaborative, communicative and professional manner.

Company Overview
Headquartered in Lawrenceville, GA, Brightree's team of more than 500 employees is thinking, creating and challenging ourselves to better serve our patients and customers. Ours is a culture focused on what we can accomplish today, and where it can lead us tomorrow.

Why work at Brightree?
We have vision. We're a team of thinkers and innovators who constantly challenge ourselves to do everything better than the day before, so that people around the world can breathe easier. We are an exciting and fast paced company looking for individuals who are passionate about technology, who will help drive world class customer support for Brightree's suite of healthcare software solutions.

Who we are looking for:

- Responsible for the achievement of established RCM financial (KPI) results including, but not limited to: payment ratio, write offs, credit adjustment, denials and overall customer satisfaction / retention of an approximate $3M-$4M (ARR) book of business.
- Manages a team of highly motivated Customer Experience Managers, ensuring employee satisfaction and customer satisfaction while successfully growing revenue and claim volume
- Takes ownership of all issues between the customer and all Brightree departments, ensuring timely communication and follow up
- Through proactive monitoring of the customer's financial results and operational processes, creates and implements ongoing action plans to achieve objectives.
- Collaborates with worldwide resources to ensure effective knowledge, information sharing and quick resolution of service performance issues.
- Provides high touch customer care for assigned customers, consistently demonstrating RCM process and payer subject matter expertise to manage and respond with urgency to all service requests
- Monitor financial performance of top payers (that make up 80% of their customer's revenue) and coordinate updates to Brightree and RCM tools to maximize cash flow and minimize denials and adjustments.
- 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.

About you:

- Passionate about customer service, with strong problem-solving skills focused on identifying and putting in place solutions for customers
- A change agent and capable of guiding the team in initiating various change management initiatives with the view of leading and guiding the organization towards the future.
- Strong supervisory acumen in setting team directions and aligning team goals around business plans.
- Strong ethics and a high level of personal and professional integrity.
- An effective communicator with strong oral, written and persuasive skills and 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,
- Proven track record of working towards and exceeding metrics strongly preferred

- Qualifications:
- Minimum of 5 years related experience in billing and/or customer support roles, preferably in the HME/DME industry
- High School Diploma required. Associates or Bachelors preferred
- Minimum of 3 years supervisory or management experience in DME, insurance billing, or revenue cycle field.
- Advanced proficiency in all MS Office products.Advanced analytical experience.Financial analysis and direct profit/loss accountability and experience is a plus.
- Thorough understanding of HME/DME processes.
- Desired success competencies:aligning performance for results; managing vision and purpose; effective communications; prioritizing and time management; problem solving and analysis.
- Drive for results; customer service orientation; quality decision making; managing conflict; trust and integrity.
- Equivalent combination of education and experience will be considered

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EEO Statement
Brightree LLC provides equal opportunity for all applicants without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, disability, genetic information, marital status, sexual orientation, veteran status, or any other basis protected by state or federal law.

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Company: Brightree LLC
Contact person: Not mentioned
Contact information: info@brightree.com (DO NOT APPLY VIA THIS EMAIL ADDRESS)