Customer Service Representative 3 – Remote Complex Issue Resolution Specialist & Team Mentor at brighthush

About brighthush

brighthush is a nationally recognized academic health system that blends cutting‑edge patient care with world‑class research and education. As the only university‑affiliated health network in the region, brighthush serves a diverse community spanning South Florida, Latin America, and the Caribbean. Our mission is to improve health outcomes through compassionate service, innovative science, and a relentless commitment to excellence. Joining brighthush means becoming part of a legacy of award‑winning teaching, groundbreaking research, and a culture that celebrates collaboration, curiosity, and continuous growth.

Why This Role Matters

Our patients, partners, and internal stakeholders rely on a seamless, responsive, and empathetic customer experience. As a Customer Service Representative 3 you will be the trusted voice that resolves the most complex inquiries, guides junior team members, and safeguards the reputation of brighthush. This is a full‑time, remote position that offers the flexibility to work from anywhere while staying deeply connected to the heart of our organization.

Key Responsibilities

Complex Issue Management

• Receive, investigate, and resolve high‑complexity inquiries, complaints, and service requests received via phone, email, fax, mail, or virtual meetings.
• Conduct thorough research using internal databases, policy manuals, and cross‑departmental resources to deliver accurate, timely solutions.
• Document every interaction in the customer relationship management (CRM) system, capturing details of the issue, steps taken, and final resolution.
• Verify that all corrective actions are completed and communicate outcomes clearly to the customer.

Team Leadership & Mentorship

• Provide day‑to‑day guidance and coaching to lower‑level customer service representatives, helping them navigate routine and escalated cases.
• Develop and deliver short‑form training modules on best practices, policy updates, and effective communication techniques.
• Lead by example in handling difficult conversations, demonstrating empathy, professionalism, and problem‑solving acumen.
• Identify trends in customer feedback and share actionable insights with department leadership.

Collaboration & Escalation

• Partner with internal service areas—such as billing, clinical operations, IT, and compliance—to route inquiries to the appropriate specialists.
• Escalate unresolved or high‑risk issues to department leadership, providing a concise summary and recommended next steps.
• Maintain strict confidentiality when handling sensitive patient or employee information, adhering to HIPAA, GDPR, and brighthush’s internal data‑security policies.

Process Improvement & Documentation

• Continuously evaluate existing workflows for efficiency gains and propose enhancements.
• Assist in the creation and maintenance of standard operating procedures (SOPs) and knowledge‑base articles.
• Participate in regular quality‑assurance reviews and contribute to performance metrics reporting.

Essential Qualifications

• Education: High school diploma or equivalent; additional coursework or certifications in customer service, communications, or related fields is a plus.
• Experience: Minimum of 2 years in a customer‑facing role, preferably within a healthcare, academic, or large‑scale service environment.
• Communication: Exceptional oral and written communication skills, with the ability to convey complex information in a clear, courteous manner.
• Problem‑Solving: Proven ability to analyze multifaceted problems, develop logical solutions, and follow through to completion.
• Confidentiality: Demonstrated experience handling confidential or sensitive information with the utmost discretion.
• Flexibility: Willingness to work evenings, nights, and weekends as operational needs dictate.
• Leadership Potential: Experience leading, motivating, or training peers, even in an informal capacity.
• Technical Proficiency: Strong command of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and familiarity with CRM platforms.

Preferred Qualifications & Additional Assets

• Associate’s or Bachelor’s degree in Business, Health Administration, Communications, or a related discipline.
• Professional certifications such as Certified Customer Service Professional (CCSP) or Certified Call Center Manager (CCCM).
• Experience with healthcare‑specific systems (e.g., Epic, Cerner) or knowledge of medical terminology.
• Multilingual abilities, especially Spanish, to better serve our diverse patient population.
• Demonstrated track record of contributing to process‑improvement initiatives that resulted in measurable efficiency gains.

Core Skills & Competencies

• Empathy & Active Listening: Ability to understand the emotional context of each interaction and respond with genuine care.
• Attention to Detail: Meticulous record‑keeping and accuracy when documenting case notes and follow‑up actions.
• Time Management: Prioritizing multiple cases simultaneously while meeting service‑level agreements (SLAs).
• Adaptability: Thriving in a fast‑changing environment, quickly learning new tools, policies, and procedures.
• Team Collaboration: Working seamlessly with cross‑functional partners to resolve issues that span multiple departments.
• Analytical Thinking: Leveraging data and trends to anticipate recurring problems and propose preventive measures.

Career Growth & Learning Opportunities

brighthush is committed to the professional development of every employee. As a Customer Service Representative 3, you will have access to:

• Structured mentorship programs pairing you with senior leaders in operations, patient experience, and health informatics.
• Tuition remission for graduate‑level coursework related to health administration, public health, or business management.
• Internal certification pathways that recognize expertise in areas such as conflict resolution, data privacy, and digital communication.
• Opportunities to transition into supervisory or specialist roles within the Customer Experience Center, Quality Assurance, or Training departments.
• Regular participation in webinars, workshops, and conferences hosted by brighthush’s research and education arms.

Work Environment & Culture at brighthush

Our remote workforce enjoys a supportive, inclusive, and technology‑enabled environment. Key cultural pillars include:

• Patient‑First Mindset: Every decision is guided by the impact on the people we serve.
• Collaboration Over Competition: Cross‑departmental teamwork is celebrated and rewarded.
• Innovation Encouragement: Employees are invited to submit ideas for service enhancements, with a fast‑track review process.
• Diversity & Inclusion: brighthush actively cultivates a workplace where varied perspectives thrive, reflected in employee resource groups and inclusive policies.
• Work‑Life Integration: Flexible scheduling, remote‑work stipends, and wellness programs help you balance professional and personal priorities.

Compensation, Perks & Benefits

While exact salary ranges are competitive and commensurate with experience, brighthush offers a comprehensive benefits package that includes:

• Medical, dental, and vision coverage with multiple plan options.
• Generous paid time off (PTO) and holiday schedule.
• Retirement savings plan with employer matching contributions.
• Life and disability insurance.
• Employee assistance program (EAP) for mental health and personal counseling.
• Wellness incentives such as gym membership reimbursements and virtual fitness classes.
• Professional development budget for certifications, conferences, and continuing education.
• Technology allowance to support a productive home office setup.

How to Apply

If you are ready to bring your expertise, compassion, and problem‑solving talent to a leading academic health system, we invite you to submit your application today. Click the link below to begin the secure application process.

Apply Now – Customer Service Representative 3 at brighthush

Join brighthush – Make an Impact Every Day

At brighthush, you will be part of a purpose‑driven organization where each interaction contributes to better health outcomes for thousands of individuals. We value curiosity, integrity, and a relentless drive to improve. If you thrive in a dynamic, remote environment and are eager to mentor teammates while solving complex challenges, we want to hear from you. Apply now and help shape the future of patient‑centered service at brighthush.