Healthcare Adoption & Outcomes Manager

Resmed; Joliet (IL); On-site; USD 80,000 - 105,000; Full time

Job summary

ResMed, through Brightree, seeks a Customer Success Manager to serve healthcare providers, driving adoption, value realization, and long-term growth. You will partner with executives, monitor performance, and guide strategic improvements to maximize ROI and patient care outcomes.

You’ll lead cross-functional reviews, identify expansion opportunities, and ensure effective resolutions to complex issues while staying current with industry trends and Brightree capabilities.

Qualifications

• Experience in HME and/or Home Infusion operations management.
• Experience driving business process improvement and operational efficiency initiatives.
• Hands-on experience using the Brightree Business Management Solution.
• Ability to build relationships with customer leaders and communicate strategic recommendations with confidence and credibility.
• Strong consultative, presentation, and communication skills.
• Experience with software implementations, workflow analysis, and process optimization.
• Understanding of medical insurance billing and reimbursement processes involving providers, patients, and insurance carriers.
• Strong problem-solving, conflict resolution, active listening, and organizational skills.
• Ability to travel domestically up to 20-30%.

Responsibilities

• Partner with executive stakeholders to align business goals, define success strategies, and ensure customers achieve meaningful value from Brightree solutions.
• Monitor customer performance and risk indicators, proactively addressing challenges to improve retention and customer outcomes.
• Manage multiple customer relationships simultaneously, driving projects, communication, and action plans that support long-term success.
• Identify opportunities to expand product adoption and align additional solutions with customer business objectives.
• Lead quarterly and annual business reviews that provide strategic insights, actionable recommendations, and measurable value.
• Assess operational workflows and system utilization to recommend improvements that increase efficiency, ROI, and overall adoption.
• Facilitate customer working sessions to gather business and technical requirements that support enhanced functionality and business performance.
• Research, troubleshoot, and resolve customer questions and complex issues through effective collaboration and problem-solving.
• Stay current on industry trends, regulatory updates, and Brightree product capabilities to provide relevant guidance and best practices.
• Identify customer risks early and appropriately escalates barriers to ensure strong customer engagement and successful outcomes.

Skills

HME operations

Home Infusion operations

Process improvement

Customer engagement

Brightree BMS

Microsoft Office

Communication skills

Travel readiness

Education

Bachelor's degree in Business/Finance/IT or related

Tools

Brightree Business Management Solution

Gainsight

Job description

ResMed, through Brightree, seeks a Customer Success Manager to serve healthcare providers, driving adoption, value realization, and long-term growth. You will partner with executives, monitor performance, and guide strategic improvements to maximize ROI and patient care outcomes.

You’ll lead cross-functional reviews, identify expansion opportunities, and ensure effective resolutions to complex issues while staying current with industry trends and Brightree capabilities.