Bilingual Freelance Medical Customer Service Representative – French & English – Remote, Canada – Clinical Trial Support Specialist at brighthush

About brighthush

brighthush is a forward‑thinking healthcare technology company that is redefining how patients, clinicians, and researchers connect to accelerate medical innovation. With a mission to streamline clinical trial enrollment and improve patient outcomes, brighthush leverages cutting‑edge digital platforms to match patients with the right studies, provide real‑time communication between stakeholders, and deliver data‑driven insights that shape the future of medicine. Operating across North America, Europe, and Asia, brighthush is committed to fostering a culture of collaboration, continuous learning, and impact‑oriented teamwork.

Why Join brighthush?

• Impactful Work: Every interaction you have helps patients gain access to life‑changing treatments and supports researchers in bringing new therapies to market.
• Flexible Remote Environment: Work from anywhere in Canada with a fully equipped home office and a supportive virtual team.
• Professional Growth: Access to industry‑leading training, mentorship, and cross‑functional projects that broaden your skill set.
• Inclusive Culture: A diverse, respectful, and collaborative workplace that values every voice.
• Competitive Compensation: A well‑structured hourly rate, performance bonuses, and comprehensive benefits for full‑time and contract roles.

Position Overview

As a Bilingual Freelance Medical Customer Service Representative at brighthush, you will serve as the frontline liaison between patients, healthcare providers, and our clinical trial platform. Your role will involve screening patient inquiries, coordinating communication between patients and physicians, and ensuring a seamless, compassionate experience for all stakeholders. This position is ideal for individuals with a background in nursing, clinical research, or related medical fields who are fluent in both French and English and thrive in a dynamic, remote work setting.

Key Responsibilities

• Patient Screening & Eligibility Assessment: Evaluate incoming patient inquiries to determine eligibility for ongoing or upcoming clinical trials, using standardized screening protocols and electronic health record (EHR) data.
• Multilingual Customer Support: Provide high‑quality, empathetic support via phone, email, and chat in both French and English, addressing questions about trial participation, study procedures, and logistics.
• Stakeholder Coordination: Act as the primary point of contact between patients and physicians, scheduling appointments, arranging transportation, and ensuring all parties receive timely updates.
• Data Entry & Documentation: Accurately record all interactions, screening results, and follow‑up actions in brighthush’s secure CRM and data management systems.
• Compliance & Quality Assurance: Adhere to all regulatory guidelines (HIPAA, GDPR, local Canadian privacy laws) and internal quality standards to protect patient confidentiality and data integrity.
• Continuous Improvement: Identify bottlenecks in the patient journey, propose process enhancements, and collaborate with cross‑functional teams to implement solutions.
• Flexible Scheduling: Operate across morning, afternoon, and evening shifts to cover the full spectrum of patient needs and support global trial timelines.

Essential Qualifications

• Fluency in French and English (both written and spoken) with a professional level of communication.
• Minimum of 1–2 years of experience in a medical setting—nursing, clinical research associate (CRA), or related healthcare role.
• Proven ability to handle high‑volume customer inquiries with patience, empathy, and efficiency.
• Strong organizational skills, attention to detail, and the capacity to manage multiple tasks simultaneously.
• Experience using CRM platforms, telephony systems, and Microsoft Office Suite (Word, Excel, Outlook).
• Knowledge of clinical trial processes, patient recruitment, and regulatory compliance is highly desirable.
• Self‑motivated, proactive, and comfortable working independently in a remote environment.

Preferred Qualifications

• Background in a regulated medical industry (pharmaceuticals, biotechnology, medical devices).
• Experience with clinical trial software (e.g., Medidata, Oracle Clinical, REDCap).
• Prior remote customer service or telehealth support experience.
• Certification in patient navigation or patient advocacy.
• Understanding of Canadian healthcare regulations and provincial health authority requirements.

Key Skills & Competencies

• Communication: Clear, concise, and compassionate communication in both languages.
• Problem‑Solving: Ability to assess situations quickly and propose effective solutions.
• Technical Proficiency: Comfortable navigating multiple software platforms and troubleshooting basic technical issues.
• Time Management: Efficiently prioritize tasks to meet deadlines and maintain high service levels.
• Team Collaboration: Willingness to collaborate with cross‑functional teams (clinical operations, data management, compliance).
• Adaptability: Thrive in a fast‑changing environment with evolving protocols and technologies.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Freelance Medical Customer Service Representative, you will have the opportunity to:

• Progress to a Clinical Trial Coordinator role, overseeing patient recruitment and site management.
• Transition into a Patient Experience Lead position, shaping the overall patient journey across all trials.
• Participate in continuous education programs covering clinical research methodology, regulatory affairs, and data analytics.
• Engage in cross‑departmental projects that influence product development, quality improvement, and strategic planning.
• Earn professional certifications such as Certified Clinical Research Professional (CCRP) or Certified Patient Navigator.

Work Environment & Culture

brighthush champions a culture of transparency, respect, and innovation. Our remote teams collaborate through weekly virtual stand‑ups, real‑time chat channels, and quarterly virtual town halls. We celebrate diversity and encourage every team member to bring their authentic self to work. Our core values—patient‑first mindset, data‑driven decision making, continuous learning, and collaborative teamwork—guide everything we do.

Compensation, Perks, and Benefits

• Competitive Hourly Rate: Market‑aligned compensation for contract and full‑time roles.
• Performance Bonuses: Incentives tied to patient enrollment metrics and customer satisfaction scores.
• Health & Wellness: Access to virtual health coaching, mental health resources, and a wellness stipend.
• Professional Development: Reimbursement for industry conferences, webinars, and certification courses.
• Flexible Work Hours: Ability to choose shifts that fit your personal schedule while covering essential coverage windows.
• Technology Stipend: Provision of a high‑performance laptop, headset, and ergonomic accessories.
• Remote Work Support: Home office setup assistance and monthly internet allowance.

How to Apply

If you are passionate about making a tangible difference in patient care, possess a strong medical background, and thrive in a bilingual, remote environment, we would love to hear from you. Submit your resume and a brief cover letter outlining your experience in patient support and clinical research to the link below.

Apply to this position at brighthush

Join brighthush Today

Become part of a mission‑driven team that is transforming clinical trials and improving patient outcomes worldwide. Your expertise, empathy, and bilingual skills will be the cornerstone of our patient‑first approach. Apply now and help us bring hope to patients across Canada and beyond.