Compassionate Mental Health Customer Service Representative – Patient Advocacy & Clinical Coordination at brighthush

About brighthush

brighthush is a leading innovator in the mental health and clinical services sector, dedicated to transforming the way patients, clinicians, and healthcare partners experience care. With a mission to empower every individual through compassionate, data‑driven support, brighthush has built a reputation for excellence, integrity, and a relentless focus on patient outcomes. Our global team of professionals works collaboratively across technology, revenue cycle, field sales, and laboratory operations to deliver seamless, high‑quality service to clinics, physicians, and patients worldwide.

Why Join brighthush?

At brighthush, you’ll be part of a culture that values empathy, innovation, and continuous learning. We believe that every interaction can make a difference, and we empower our team members to take ownership of their work, drive process improvements, and shape the future of mental health support. If you thrive in a fast‑paced environment, enjoy problem‑solving, and are passionate about making a real impact, brighthush is the place for you.

Key Responsibilities

• Patient Advocacy & Test Coordination: Serve as the primary point of contact for patients, clinics, and physicians, managing complex inbound and outbound inquiries with empathy and professionalism.
• Documentation & Compliance: Review test request forms, verify documentation accuracy, and ensure all submissions meet CLIA and HIPAA regulations.
• Insurance Verification: Confirm patient eligibility, benefit levels, and coverage details, communicating clearly with patients about benefits and testing processes.
• Cross‑Functional Collaboration: Act as the hub between technology, revenue cycle, field sales, and lab teams to expedite order processing and billing.
• Quality Assurance: Participate in QA initiatives, identify trends, and collaborate on best‑practice development to enhance service quality.
• Performance Management: Independently manage workload, meet production and quality metrics, and maintain a high level of accuracy under pressure.
• Customer Experience: Deliver exceptional service, ensuring patients feel heard, supported, and informed throughout their journey.

Essential Qualifications

• High school diploma or equivalent with a minimum of 1 year of relevant experience; associate or bachelor’s degree preferred.
• Fluency in Spanish is highly encouraged to broaden our reach and improve patient communication.
• Excellent interpersonal and communication skills, with a proven ability to listen actively and respond empathetically.
• Strong typing speed and accuracy, with a preference for candidates who can type at a high net speed.
• Proficiency in Microsoft Office (Excel, Word, Outlook) and comfortable navigating web‑based platforms.
• Ability to multitask, prioritize, and manage competing deadlines in a dynamic environment.
• Strong organizational skills, professional judgment, and a keen eye for detail.
• Self‑motivated, collaborative, and committed to continuous improvement.

Preferred Qualifications

• Experience in a clinical or healthcare support role, especially within mental health services.
• Knowledge of CLIA, HIPAA, and other healthcare compliance standards.
• Previous exposure to revenue cycle management or billing processes.
• Experience with customer‑relationship management (CRM) systems.
• Background in quality assurance or process improvement initiatives.

Core Competencies & Skills

• Empathy & Compassion: Ability to connect with patients and healthcare partners on a personal level.
• Analytical Thinking: Identify patterns, troubleshoot issues, and propose data‑driven solutions.
• Communication: Clear, concise, and respectful verbal and written communication.
• Technical Proficiency: Comfortable using multiple software tools and learning new systems quickly.
• Team Collaboration: Work effectively with cross‑functional teams to achieve shared goals.
• Adaptability: Thrive in a fast‑moving environment and adjust to changing priorities.
• Integrity & Confidentiality: Uphold the highest standards of data privacy and ethical conduct.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You’ll have access to:

• Structured onboarding and mentorship programs.
• Regular training sessions on clinical protocols, compliance, and customer service excellence.
• Opportunities to lead process improvement projects and cross‑department initiatives.
• Clear career pathways into senior advocacy roles, project management, or operations leadership.
• Support for continuing education, certifications, and conference attendance.

Work Environment & Culture

Our workplace is built on trust, respect, and a shared commitment to patient well‑being. You’ll find:

• A collaborative, inclusive culture that values diverse perspectives.
• Flexible work arrangements, including hybrid and remote options where applicable.
• Regular team‑building events, wellness programs, and community outreach initiatives.
• A transparent leadership style that encourages open dialogue and feedback.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with experience and market standards.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan with company match.
• Paid time off, sick leave, and parental leave.
• Employee assistance programs, mental health resources, and wellness stipends.
• Professional development budget and tuition reimbursement.

How to Apply

Ready to make a difference in the mental health landscape? Submit your application through our careers portal and join a team that values compassion, innovation, and excellence. We look forward to learning how your unique skills and passion can help us elevate patient care at brighthush.