Customer Operations Coordinator – Front‑Line Support & Account Management Specialist at brighthush
About brighthush
brighthush is redefining the way healthcare teams deliver care by powering everyday medicine with a next‑generation EMR platform built for automation, integration, and collaboration. Our mission is simple yet ambitious: give clinicians the software superpowers they need to focus on patients, not paperwork. By combining elegant front‑end interfaces with robust back‑end tooling, we enable developers and clinicians to automate workflows, share data securely, and solve the toughest challenges in modern healthcare.
Backed by some of the world’s most respected technology investors, brighthush is positioned at the intersection of health tech innovation and real‑world impact. We are a fast‑growing, mission‑driven company that values curiosity, collaboration, and continuous learning. If you thrive in a dynamic environment where every ticket is an opportunity to improve patient care, brighthush is the place for you.
Why Join the Support Team?
The Support team is the frontline of brighthush’s customer experience. As a Customer Operations Coordinator, you will be the first point of contact for our practice partners, ensuring their day‑to‑day operations run smoothly while you build deep expertise in our platform. This role is ideal for early‑career professionals who are organized, detail‑oriented, and eager to learn the intricacies of healthcare technology.
Key Responsibilities
Account Operations
- Handle account unlocks, staff provisioning, and permission changes for customer organizations with precision and speed.
- Verify data integrity by executing read‑only queries against customer databases and documenting findings.
- Process routine account requests efficiently, maintaining accuracy and adherence to established runbooks.
Ticket Triage & Routing
- Triage incoming tickets from Slack, email, and web forms using well‑defined runbooks.
- Categorize and prioritize tickets by urgency, impact, and complexity.
- Route complex or technical issues to senior specialists, providing clear context and initial findings.
- Maintain accurate ticket metadata (tags, priority, customer, status) to support analytics and reporting.
Platform Learning & Development
- Build foundational knowledge of the brighthush platform configuration and clinical workflows.
- Navigate the brighthush EMR, understanding appointment types, note workflows, and basic charting concepts.
- Familiarize yourself with brighthush documentation, FHIR API basics, and the plugin SDK.
- Shadow senior specialists on complex investigations to accelerate learning and gain hands‑on experience.
Customer Communication
- Respond to straightforward customer inquiries with clear, empathetic communication.
- Set realistic expectations on timelines and next steps, ensuring transparency and trust.
- Escalate tickets with context—summarize what you’ve checked and what you’ve learned before handing off.
What Success Looks Like in 90 Days
- Independently manage account operations (unlocks, provisioning, permissions) without escalation.
- Accurately triage incoming tickets using runbooks and route complex issues with useful context.
- Demonstrate a working understanding of the brighthush platform—navigate the EMR and explain basic workflows to customers.
- Run simple verification queries with SQL basics under guidance.
- Build strong working relationships with the support team and actively learn from senior specialists.
- Customers perceive you as responsive, reliable, and easy to work with.
Essential Experience & Background
- 1+ years in a support, operations, or customer‑facing role (technical environment preferred).
- Proven ability to manage multiple concurrent tasks with meticulous attention to Apply for this job