Customer Service Representative – Patient Support & Medical Equipment Coordination at brighthush

About brighthush – Pioneering Patient‑Centric Care Since 1995

brighthush has been a trusted leader in delivering high‑quality medical products and services for more than three decades. Our mission is simple yet powerful: put patients first. By leveraging cutting‑edge technology, evidence‑based clinical support, and a compassionate team, we empower individuals to manage their health conditions, improve outcomes, and enjoy longer, healthier lives. As we continue to expand our footprint across the United States, we are looking for enthusiastic, high‑energy professionals who share our commitment to excellence and want to make a tangible difference in the lives of patients every single day.

Why Join the brighthush Customer Service Team?

At brighthush, we believe that a supportive, fun, and performance‑driven culture is the foundation for both personal fulfillment and business success. Our call‑center environment is built on collaboration, continuous learning, and a genuine respect for each team member’s contributions. When you become part of our Customer Service family, you’ll enjoy:

• Comprehensive onboarding and ongoing training that equips you with the knowledge and confidence to excel.
• Competitive benefits package including medical, dental, vision, life, AD&D insurance, 401(k) with company match, Employee Assistance Program (EAP), eight paid holidays, and more.
• Opportunities for career advancement through internal mobility, mentorship programs, and professional development resources.
• A vibrant, inclusive workplace where diverse perspectives are celebrated and every voice matters.
• Recognition and rewards for meeting and exceeding performance metrics, ensuring your hard work never goes unnoticed.

Position Overview

The Customer Service Representative role at brighthush is a full‑time, Houston‑based position within our central Call Center. You will serve as the primary point of contact for patients, healthcare providers, and insurance partners, delivering timely, courteous, and accurate assistance. This role demands a blend of empathy, technical aptitude, and multitasking prowess, as you will handle inbound calls, process supply orders, and collaborate across departments to ensure seamless patient experiences.

Key Responsibilities

• Answer inbound calls from patients, sleep specialists, providers, and scheduling queues with professionalism and a patient‑first mindset.
• Maintain up‑to‑date knowledge of brighthush’s product portfolio, including medical equipment, consumables, and private‑pay items.
• Educate callers on product benefits, resupply options, and self‑care tips, proactively offering solutions that enhance patient outcomes.
• Generate and process new supply orders accurately and efficiently, adhering to established procedures to guarantee timely delivery.
• Collaborate with cross‑functional teams—including clinical, logistics, and billing—to resolve patient inquiries and remove barriers to care.
• Meet and exceed performance metrics such as call volume, average handle time, first‑call resolution, and overall productivity.
• Document interactions in the CRM system with precision, ensuring all patient information is current and compliant with privacy regulations.
• Assist with equipment troubleshooting both over the phone and, when necessary, in‑person, guiding patients through step‑by‑step resolutions.
• Participate in continuous improvement initiatives, offering feedback on workflow enhancements and process optimizations.
• Undertake additional tasks as assigned by supervisors or managers, demonstrating flexibility and a willingness to support team goals.

Essential Qualifications

• Strong computer proficiency with experience navigating multiple software platforms, CRM tools, and electronic health record (EHR) systems.
• Demonstrated compassion and empathy, with a genuine commitment to delivering the highest level of patient and customer care.
• Reliability and accountability—consistent attendance, punctuality, and adherence to schedule.
• Rapid learning ability; comfortable absorbing new product information, policies, and procedures quickly.
• Team‑oriented mindset, contributing positively to a collaborative and enjoyable work environment.
• Expertise in de‑escalation techniques, maintaining calm and professionalism during challenging interactions.
• Proven problem‑solving skills with a track record of meeting or surpassing performance expectations.
• Excellent verbal and written communication skills, capable of conveying complex information clearly.
• Positive attitude, proactive approach, and willingness to assist colleagues whenever needed.
• Highly organized, detail‑oriented, and capable of managing multiple tasks simultaneously.
• Ability to type at least 30 words per minute with accuracy.

Preferred Qualifications & Experience

• Previous experience in healthcare customer service, medical equipment support, or a related field.
• Hands‑on familiarity with Positive Airway Pressure (PAP) equipment, including CPAP, BiPAP, and related accessories.
• Background in medical device sales, resupply coordination, or insurance verification.
• Certification or training in customer service excellence, such as Certified Customer Service Professional (CCSP) or similar.
• Experience working in a fast‑paced call‑center environment with high call volumes.

Core Skills & Competencies for Success

• Technical Acumen: Ability to navigate complex software, troubleshoot equipment issues, and understand medical terminology.
• Active Listening: Fully engage with callers, capture essential details, and respond with empathy.
• Time Management: Prioritize tasks, manage call queues efficiently, and meet deadlines without sacrificing quality.
• Adaptability: Thrive in a dynamic environment where policies, product lines, and patient needs evolve rapidly.
• Attention to Detail: Ensure accurate order entry, documentation, and compliance with regulatory standards.
• Collaboration: Work seamlessly with internal teams, sharing information and supporting collective goals.
• Continuous Learning: Pursue ongoing education about brighthush’s offerings, industry trends, and best practices.

Career Growth & Development at brighthush

brighthush is committed to nurturing talent from within. As a Customer Service Representative, you will have clear pathways to advance into roles such as Senior Support Specialist, Team Lead, Quality Assurance Analyst, Training Coordinator, or even Operations Manager. We provide:

• Mentorship Programs: Pairing you with experienced leaders who guide your professional journey.
• Skill‑Building Workshops: Regular sessions on communication, conflict resolution, medical device knowledge, and leadership.
• Tuition Reimbursement: Support for certifications or degree programs relevant to healthcare, business, or technology.
• Performance‑Based Promotions: Transparent criteria for advancement based on metrics, customer feedback, and demonstrated initiative.

Work Environment & Culture

Our Houston headquarters offers a modern, ergonomically designed call‑center floor equipped with state‑of‑the‑art communication tools. The atmosphere is upbeat, with regular team huddles, recognition ceremonies, and social events that foster camaraderie. brighthush values:

• Inclusivity: A workplace where diverse backgrounds and perspectives are celebrated.
• Integrity: Ethical conduct and transparency in all patient interactions.
• Innovation: Encouraging ideas that improve processes, enhance patient experiences, and drive operational excellence.
• Work‑Life Balance: Flexible scheduling options, paid time off, and wellness initiatives to support your overall well‑being.

Compensation, Perks & Benefits

While the exact salary range is undisclosed, brighthush offers a competitive compensation package aligned with industry standards. In addition to the core benefits listed earlier, you can expect:

• Health, dental, and vision coverage with multiple plan options.
• Life and accidental death & dismemberment (AD&D) insurance.
• 401(k) retirement plan with employer matching contributions.
• Employee Assistance Program (EAP) for personal and professional support.
• Eight paid holidays plus accrued vacation and sick leave.
• Employee discount programs for brighthush products and partner services.
• Recognition awards for top performers, including bonuses and gift cards.

How to Apply

If you are a motivated, detail‑oriented professional who thrives in a patient‑focused environment and is eager to grow with a forward‑thinking organization, we want to hear from you. Click the link below to submit your application and begin your journey with brighthush.

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Join brighthush – Make a Difference Every Day

At brighthush, every call you answer, every order you process, and every problem you solve directly impacts a patient’s health and quality of life. By joining our Customer Service team, you become an essential part of a mission-driven organization that values your expertise, celebrates your achievements, and invests in your future. Take the next step in your career—apply today and help us continue to set the standard for compassionate, high‑quality medical support.