Customer Service Representative – Patient & Partner Support Specialist at brighthush (Remote, Contract‑to‑Hire)

Why Join brighthush?

At brighthush, we are on a mission to transform the way patients, healthcare partners, and customers experience support. As a leading provider of integrated health‑service solutions, brighthush combines cutting‑edge technology with a compassionate, people‑first philosophy. Our team of dedicated professionals works across the United States, delivering seamless, secure, and empathetic assistance that makes a real difference in people’s lives. If you thrive in a fast‑paced, collaborative environment where every interaction matters, you’ll find a home at brighthush.

Position Overview

We are seeking a compassionate, detail‑oriented Customer Service Representative to become the primary point of contact for patients, customers, and healthcare partners. In this role, you will provide exceptional service through phone and email, ensuring every inquiry is handled with professionalism, accuracy, and a genuine desire to help. You will be the voice of brighthush, upholding our standards of confidentiality, compliance, and customer delight.

Key Responsibilities

Front‑Line Patient & Partner Support

• Answer inbound calls and respond to email inquiries promptly, delivering courteous and solution‑focused assistance.
• Guide callers through a variety of requests, including tank requests, estimated time of arrival (ETA) inquiries, equipment pick‑up coordination, location assistance, order status updates, and pricing questions.
• Provide clear, accurate information about brighthush products, services, retail locations, and general service policies.

Documentation & Data Integrity

• Accurately capture all customer interactions in brighthush’s CRM system, following standard operating procedures and ensuring data quality.
• Verify insurance carrier details within internal databases, maintaining up‑to‑date records while adhering to HIPAA regulations.
• Update call logs, case notes, and follow‑up actions to enable seamless handoffs and continuous service improvement.

Problem Solving & Issue Resolution

• Diagnose and resolve customer concerns, leveraging strong analytical skills and product knowledge.
• Escalate complex issues to the appropriate internal teams while keeping the customer informed of progress and resolution timelines.
• Proactively identify trends in inquiries and suggest process enhancements to senior leadership.

Compliance & Performance Excellence

• Strictly adhere to HIPAA guidelines, patient privacy policies, and all regulatory requirements governing health‑care communications.
• Meet or exceed established performance metrics, including average handle time, first‑call resolution, and customer satisfaction scores.
• Participate in regular training sessions, quality audits, and continuous‑improvement initiatives.

Essential Qualifications

• Experience: Minimum of 1 year in a call‑center or customer‑service environment, preferably with exposure to health‑care or related industries.
• Technical Proficiency: Comfortable navigating Microsoft Office Suite (Word, Excel, Outlook) and web‑based CRM platforms.
• Communication Skills: Excellent verbal and written abilities, with a talent for translating complex information into clear, friendly language.
• Problem‑Solving: Demonstrated capacity to think critically, troubleshoot issues, and deliver effective solutions under pressure.
• Multitasking: Ability to manage multiple computer systems and customer interactions simultaneously while maintaining accuracy.
• Confidentiality: Proven track record of handling sensitive information in compliance with HIPAA and privacy standards.

Preferred Qualifications

• Previous experience working directly within a health‑care setting or supporting health‑care partners.
• History of handling high‑volume inbound calls (e.g., 80+ calls per shift).
• Familiarity with insurance verification processes and payer databases.
• Working knowledge of HIPAA compliance requirements and best practices.
• Experience with remote work environments and self‑directed time management.

Core Skills & Competencies

• Empathy & Patience: Ability to listen actively, understand patient concerns, and respond with genuine care.
• Attention to Detail: Precise documentation and data entry to avoid errors that could impact patient care.
• Adaptability: Comfortable adjusting to evolving processes, new technology tools, and shifting priorities.
• Team Collaboration: Works well with cross‑functional teams, including billing, logistics, and clinical support.
• Time Management: Efficiently balances call handling, email responses, and administrative tasks.

Career Growth & Learning Opportunities

At brighthush, your development is a priority. As a Customer Service Representative, you will have access to:

• Comprehensive onboarding and ongoing training programs focused on health‑care regulations, product knowledge, and advanced communication techniques.
• Mentorship from senior support specialists and managers who are invested in your success.
• Clear pathways to internal advancement, including roles such as Senior Support Analyst, Team Lead, Quality Assurance Specialist, and Operations Manager.
• Opportunities to cross‑train in related departments such as insurance verification, logistics coordination, and patient onboarding.
• Access to industry certifications (e.g., Certified Customer Service Professional, HIPAA Compliance Certification) funded by brighthush.

Work Environment & Culture at brighthush

brighthush embraces a remote‑first culture that values flexibility, inclusivity, and work‑life balance. Our team members enjoy:

• Fully remote work setup with a stipend for home‑office equipment.
• Regular virtual team‑building events, wellness challenges, and community service initiatives.
• An inclusive environment where diverse perspectives are celebrated and every voice is heard.
• Open communication channels with leadership, fostering transparency and shared purpose.
• Recognition programs that celebrate outstanding customer service, innovation, and teamwork.

Compensation, Perks & Benefits

Pay Rate: $16.00 per hour (contract‑to‑hire). Compensation may be adjusted based on experience, skill set, geographic location, and internal equity.

Benefits (eligible after the applicable waiting period)

• Medical, dental, and vision coverage with multiple plan options.
• Critical Illness, Accident, and Hospital indemnity plans.
• 401(k) retirement plan with pre‑tax and Roth contribution options, plus employer matching.
• Voluntary life and AD&D insurance for employees and dependents.
• Short‑term and long‑term disability coverage.
• Health Savings Account (HSA) contributions.
• Transportation benefits and commuter reimbursements.
• Employee Assistance Program (EAP) for personal and professional support.
• Generous paid time off (PTO), vacation, and sick leave accruals.

Application Process & Timeline

This is a Contract‑to‑Hire opportunity based out of Raleigh, NC, with a fully remote work model. The application window closes on Oct 23, 2026. To be considered, please submit your resume and a brief cover letter outlining your relevant experience and why you are passionate about supporting patients and healthcare partners.

Commitment to Equal Opportunity

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other characteristic protected by law.

Join Us in Making a Difference

If you are ready to bring your empathy, problem‑solving talent, and dedication to a company that values both people and performance, we invite you to apply today. Become a vital part of the brighthush family and help shape the future of patient‑centric support.