Customer Care Representative II – Remote Health & Lab Support Specialist – 8:00 AM to 4:30 PM Eastern – Brighthush

About Brighthush

At brighthush, we are redefining the way people experience health and wellness. Our mission is to empower individuals and communities with reliable, timely, and compassionate care through cutting‑edge laboratory services and patient‑centric support. With a global footprint and a commitment to continuous innovation, we are the trusted partner for millions of patients, clinicians, and health‑care providers worldwide.

As a leading player in the diagnostics industry, brighthush blends advanced technology, data analytics, and a culture of empathy to deliver exceptional outcomes. Our teams thrive on curiosity, collaboration, and a relentless focus on customer first. If you are passionate about making a tangible difference in people’s lives and want to grow in a dynamic, inclusive environment, brighthush is the place for you.

Why Join Brighthush?

• Impactful Work: Every interaction you handle directly influences patient care and satisfaction.
• Remote Flexibility: Work from anywhere with a reliable internet connection.
• Career Growth: Structured learning paths, mentorship programs, and clear advancement tracks.
• Competitive Compensation: Base salary, performance bonuses, and comprehensive benefits.
• Inclusive Culture: A supportive environment that values diversity, equity, and belonging.

Key Responsibilities

As a Customer Care Representative II, you will be the frontline advocate for our patients and partners. Your role will involve:

• Delivering consistent, high‑quality customer experiences across multiple communication channels—voice, email, chat, and AI‑powered inquiries.
• Handling routine to moderate complexity health‑related inquiries, including test result reporting, service clarifications, and issue resolution.
• Adhering to scripts and procedures while demonstrating empathy, professionalism, and a genuine desire to help.
• Maintaining strict confidentiality of patient and personal data in compliance with HIPAA and internal privacy policies.
• Collaborating with cross‑functional teams (billing, technical support, lab operations) to resolve complex cases.
• Participating in continuous improvement initiatives—identifying process gaps, suggesting solutions, and implementing best practices.
• Tracking key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Engaging in ongoing training and certification programs to stay current with industry standards and product knowledge.

Essential Qualifications

• 1–2 years of customer service experience, with at least 1 year in a CSR1 or equivalent role.
• Strong verbal and written communication skills in English; additional languages are a plus.
• Proficiency with CRM systems, ticketing platforms, and Microsoft Office Suite.
• Ability to handle moderate complexity inquiries with accuracy and professionalism.
• Excellent problem‑solving skills and a customer‑first mindset.
• High level of integrity and commitment to confidentiality.
• Adaptability to work in a fast‑paced, evolving environment.

Preferred Qualifications

• Experience in the health‑care or laboratory sector.
• Familiarity with health‑information systems (e.g., EPIC, Cerner).
• Background in quality assurance or process improvement.
• Knowledge of HIPAA regulations and data privacy best practices.
• Experience with AI‑driven customer support tools.

Skills & Competencies

• Customer‑First Attitude: Prioritizing patient needs above all else.
• Collaboration: Working seamlessly with internal teams and external partners.
• Continuous Improvement: Seeking opportunities to enhance processes and outcomes.
• Curiosity: Asking insightful questions to uncover root causes.
• Resilience: Maintaining composure under pressure and handling challenging situations.
• Technical Proficiency: Navigating multiple software platforms and troubleshooting basic technical issues.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Care Representative II, you will have access to:

• Structured onboarding and mentorship programs.
• Regular skill‑building workshops covering advanced customer service techniques, product knowledge, and industry trends.
• Leadership development tracks for high‑potential employees.
• Cross‑functional project assignments to broaden your experience.
• Annual performance reviews with clear pathways to promotion.

Work Environment & Culture

Our culture is built on the following pillars:

• Customer First: Every decision is guided by the impact on our patients.
• Care: We treat each other with respect, empathy, and support.
• Collaboration: Teamwork across departments and geographies is essential.
• Continuous Improvement: We challenge ourselves to do better every day.
• Curiosity: We ask questions that lead to deeper understanding.

Remote work is the norm, but we also host quarterly virtual town halls, monthly team check‑ins, and annual company retreats to foster connection and community.

Compensation & Benefits

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

• Base salary commensurate with experience and market rates.
• Annual performance bonus potential.
• Health, dental, and vision coverage starting on Day 1 for full‑time employees.
• Well‑being programs, including annual health assessments and mental health resources.
• Paid time off: 6 holidays, 1 “MyDay” off, and flexible vacation policies.
• 401(k) with company match up to 5% after 12 months of service.
• Employee stock purchase plan.
• Life and disability insurance with optional buy‑up.
• Flexible Spending Accounts (FSA) for medical and dependent care.
• Matching gift program to support charitable causes.
• Financial coaching and services through FinFit.
• Education assistance via MyQuest for Education.
• Career advancement opportunities and continuous learning support.

Schedule & Training

All positions are remote, with the following schedule:

• Work hours: Monday to Friday, 8:00 AM to 4:30 PM Eastern, with rotational weekend coverage.
• Training: Remote, Monday to Friday, 9:00 AM to 6:00 PM Eastern.
• Start date: November 30th.

How to Apply

Ready to make a difference? Submit your application through our career portal. We look forward to learning how your skills and passion align with brighthush’s mission to deliver exceptional patient care.

Join us and become part of a team that values innovation, empathy, and excellence. Your journey to a rewarding career starts here.