Bilingual Customer Service Specialist – FMLA & Disability Support – Remote, English & Spanish, High‑Impact Healthcare Communications

About brighthush

brighthush is a trailblazing technology partner in the health information space, dedicated to transforming how medical records are released to patients, providers, and stakeholders worldwide. With a vibrant, diverse team of over 800 professionals, we blend cutting‑edge technology with a culture of collaboration, innovation, and continuous learning. Recognized as a Top Workplace by USA Today and a consistent presence on the Inc. 5000 fastest‑growing companies list for a decade, brighthush is the place where talent thrives, ideas flourish, and real impact is made every day.

Why This Role Matters

At brighthush, we believe that every patient deserves timely, accurate access to their health information. Our mission is to empower patients and providers by delivering secure, compliant, and user‑friendly medical record release solutions. As a Bilingual Customer Service Specialist – FMLA & Disability Support, you will be the frontline champion who ensures that patients, requestors, and healthcare partners receive the information they need—fast, accurately, and with empathy.

Role Overview

This full‑time, remote position is ideal for bilingual professionals fluent in English and Spanish who thrive in a fast‑paced, customer‑centric environment. You will manage a high volume of FMLA and disability paperwork inquiries, provide exceptional service across multiple channels, and maintain meticulous records in our Med‑Release system. Your work will directly influence patient satisfaction, regulatory compliance, and the overall success of our release‑of‑information platform.

Key Responsibilities

• Serve as the primary point of contact for patients, requestors, and internal stakeholders regarding FMLA and disability paperwork status.
• Respond promptly to inbound calls, emails, and chat inquiries, delivering clear, concise, and accurate information.
• Document every interaction in Med‑Release with detailed notes, ensuring data integrity and audit readiness.
• Securely fax or email records to requestors while adhering to HIPAA and company privacy policies.
• Monitor the dedicated FMLA email inbox, triage new requests, and prioritize tasks to meet daily performance metrics.
• Collaborate with cross‑functional teams (Compliance, IT, Training) to resolve complex issues and improve processes.
• Maintain a high level of professionalism, empathy, and positive attitude toward all customers.
• Participate in ongoing training and certification programs to stay current on industry regulations and product updates.
• Contribute to continuous improvement initiatives by sharing feedback on workflow, tools, and customer experience.

Essential Qualifications

• Fluency in English and Spanish (both written and verbal) with strong communication skills.
• Minimum of 1 year of call‑center or customer‑service experience, preferably in a healthcare or regulated environment.
• Typing speed of 50 WPM or higher, with excellent accuracy.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and experience with CRM or ticketing systems.
• Strong analytical and problem‑solving abilities, with a keen eye for detail.
• Excellent time‑management skills and the ability to multitask in a high‑volume setting.
• High school diploma or GED required; associate or bachelor’s degree preferred.
• Willingness to learn new technologies, processes, and regulatory requirements.
• Reliable high‑speed internet connection and a quiet, dedicated workspace.

Preferred Qualifications

• Previous experience in the medical or health‑information industry.
• Knowledge of HIPAA regulations and experience handling Protected Health Information (PHI).
• Experience with Med‑Release or similar medical record release platforms.
• Background in disability services or FMLA policy knowledge.

Core Skills & Competencies

• Customer‑first mindset with a passion for building lasting relationships.
• Adaptability and resilience in a dynamic, evolving environment.
• Strong interpersonal skills, capable of working independently and as part of a distributed team.
• Proactive problem‑solving and a drive to continuously improve processes.
• High integrity, confidentiality, and adherence to ethical standards.
• Positive, collaborative attitude that fuels team morale and productivity.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in our people. As a Bilingual Customer Service Specialist, you will have access to:

• Comprehensive onboarding and ongoing training modules covering product knowledge, compliance, and soft‑skills development.
• Mentorship programs pairing you with senior specialists and leaders across the organization.
• Clear career pathways into roles such as Senior Customer Support Lead, Process Improvement Analyst, or Product Specialist.
• Regular performance reviews and goal‑setting sessions to align your growth with company objectives.
• Opportunities to contribute to cross‑functional projects, enhancing your skill set and visibility.

Work Environment & Culture at brighthush

Our remote‑first culture means you can work from anywhere while staying connected through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Collaborative tools like Slack, Microsoft Teams, and Asana.
• Flexible scheduling options to accommodate personal commitments.
• A supportive, inclusive environment that celebrates diversity and encourages innovation.

Compensation & Benefits

While specific salary ranges are tailored to experience and market conditions, brighthush offers a competitive compensation package that includes:

• Competitive base salary with performance‑based bonuses.
• 401(k) plan with company matching.
• Comprehensive health, dental, and vision insurance plans.
• Paid time off (vacation, sick leave, holidays) and a paid volunteer day.
• Employee Assistance Program (EAP) for mental health and well‑being support.
• Paid training and professional development stipend.
• Work‑from‑home stipend to equip your home office.

How to Apply

Ready to make a tangible difference in patient care while advancing your career? Click the link below to submit your application and join the brighthush team.

Apply to brighthush Today

Closing Statement

At brighthush, we’re more than a technology provider—we’re a community of innovators, caregivers, and problem‑solvers dedicated to improving health outcomes worldwide. If you’re a bilingual professional who thrives on delivering exceptional service, values continuous learning, and wants to be part of a company that truly makes a difference, we want to hear from you. Join us in shaping the future of medical record release and help patients regain control of their health information.