Bilingual Customer Service Specialist – FMLA Support & Patient Records – Remote, Full Time

About brighthush

brighthush is a forward‑thinking healthcare technology leader dedicated to transforming how medical information is shared between patients, providers, and health systems. By combining cutting‑edge software with a deep commitment to privacy and compliance, we empower clinicians to deliver faster, more accurate care while giving patients the peace of mind that comes from having instant, secure access to their own health records. Our mission is simple: make the exchange of medical data seamless, secure, and patient‑centric.

Why Join brighthush?

At brighthush, we believe that the people behind the technology are the true drivers of innovation. Our culture is built on collaboration, continuous learning, and a shared passion for improving health outcomes. As a remote‑first organization, we give our teams the flexibility to work from anywhere in the United States while maintaining a strong sense of community through virtual town halls, mentorship programs, and quarterly hackathons.

When you join brighthush, you’ll be part of a fast‑growing company that is redefining the patient‑provider relationship. You’ll work alongside seasoned professionals in software engineering, compliance, and customer success, and you’ll have the opportunity to shape the future of medical records management.

Position Overview

We are seeking a highly motivated, bilingual (English/Spanish) Customer Service Specialist to support our FMLA (Family and Medical Leave Act) program and patient records portal. In this role, you will be the first point of contact for patients, providers, and internal stakeholders who need assistance with record requests, account issues, and compliance inquiries. Your ability to communicate clearly, resolve problems efficiently, and maintain strict confidentiality will be essential to ensuring a positive experience for all users.

Key Responsibilities

• Provide exceptional, HIPAA‑compliant support to patients and providers via phone, email, and chat.
• Process and document FMLA record requests, ensuring accuracy and timely delivery.
• Collaborate with the Compliance and Legal teams to interpret and apply FMLA regulations and privacy policies.
• Maintain detailed, up‑to‑date records of all interactions in our CRM system.
• Escalate complex issues to senior support staff or relevant departments while following established escalation protocols.
• Identify recurring problems and propose process improvements to enhance service efficiency.
• Participate in ongoing training sessions to stay current on industry regulations, product updates, and customer service best practices.
• Contribute to the creation and maintenance of knowledge base articles and FAQ documents.

Essential Qualifications

• High school diploma or GED; associate’s degree preferred.
• Minimum 1 year of call center or customer support experience, preferably in healthcare or a regulated industry.
• Fluent in both English and Spanish (written and spoken).
• Typing speed of at least 50 words per minute with high accuracy.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with CRM platforms.
• Reliable high‑speed internet connection and a quiet, dedicated home office space.
• Strong understanding of HIPAA regulations and a commitment to maintaining patient confidentiality.
• Excellent problem‑solving skills and the ability to work independently in a remote environment.

Preferred Qualifications

• Experience working with medical record release systems or electronic health record (EHR) platforms.
• Knowledge of FMLA policies and procedures.
• Previous experience in a remote customer support role.
• Familiarity with Med‑Release or similar medical record management tools.
• Experience with data entry and quality assurance processes.

Core Competencies & Skills

• Communication: Clear, concise, and empathetic communication in both English and Spanish.
• Attention to Detail: Meticulous record‑keeping and adherence to compliance standards.
• Technical Proficiency: Comfortable navigating multiple software applications and troubleshooting basic technical issues.
• Time Management: Ability to prioritize tasks and meet deadlines in a fast‑paced environment.
• Adaptability: Quick learner who thrives in a dynamic, evolving industry.
• Team Collaboration: Willingness to collaborate with cross‑functional teams to resolve customer issues.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our employees. As a Customer Service Specialist, you will have access to:

• Structured onboarding program with mentorship from senior support staff.
• Regular training workshops covering HIPAA updates, product enhancements, and customer experience strategies.
• Opportunities to cross‑train in compliance, product management, or technical support.
• Clear career ladder: Customer Service Specialist → Senior Specialist → Team Lead → Manager.
• Annual performance reviews with personalized development plans.

Work Environment & Culture at brighthush

Our remote‑first culture means you can work from anywhere in the United States, as long as you have a reliable internet connection and a quiet workspace. We value work‑life balance and provide:

• Flexible scheduling options to accommodate personal commitments.
• Regular virtual team building events and wellness challenges.
• Access to a digital library of courses and certifications.
• Inclusive, diverse, and supportive community that celebrates every voice.

Compensation & Benefits

We offer a competitive salary range of USD 35,360 – 47,840 per year, commensurate with experience and performance. In addition to your base pay, you will receive:

• 401(k) plan with company matching.
• Generous paid time off (PTO) and paid holidays.
• Health, dental, and vision insurance options.
• Life and disability coverage.
• Employee assistance program (EAP) for mental health support.
• Professional development stipend and tuition reimbursement.
• Annual wellness stipend and access to virtual fitness classes.

How to Apply

If you are passionate about delivering outstanding customer service, have a strong command of both English and Spanish, and thrive in a remote, collaborative environment, we want to hear from you. Submit your application through our careers portal and join a team that is shaping the future of healthcare technology.

Join brighthush Today

At brighthush, we’re more than a company – we’re a movement toward a healthier, more connected world. Your expertise as a bilingual Customer Service Specialist will help patients and providers navigate the complex landscape of medical records with confidence and ease. Take the next step in your career and become part of a team that values innovation, integrity, and impact.

Ready to make a difference? Apply now and help us bring clarity and compassion to every patient interaction.