Customer Service Representative – Remote Healthcare Member Support Specialist at brighthush

About brighthush – Transforming Digital Healthcare

brighthush is a leading digital healthcare innovator that empowers individuals, health plans, providers, and pharmaceutical partners with cutting‑edge software and technology‑enabled services. By harnessing data‑driven AI insights, evidence‑based resources, and an integrated platform that spans benefits navigation, care management, home‑care resources, and health information management, brighthush makes it simple for people to take control of their health and well‑being. Our mission is to improve care quality, drive better outcomes, and lower costs across the entire healthcare ecosystem.

Through three core business channels—health plan sponsors, health systems & physician practices, and top pharmaceutical brands—brighthush delivers personalized, value‑based care at scale. Our free AI health app, formerly known as AskMD, enables users to describe symptoms, ask health questions, and receive evidence‑based guidance with clear next steps, available on iOS, Android, and the web.

As we continue to expand our reach and impact, we are looking for compassionate, detail‑oriented professionals to join our remote Customer Service team. If you thrive in a fast‑moving, technology‑focused environment and are passionate about helping people navigate their health journeys, this role is for you.

Position Overview – Customer Service Representative (Remote)

The Customer Service Representative (CSR) at brighthush serves as the front line of support for members and providers. You will answer inbound calls and emails, accurately capture data, and deliver an exceptional level of service that reflects brighthush’s commitment to courtesy, professionalism, and empathy. While many interactions follow standard scripts, you will also be empowered to think critically, deviate when necessary, and provide tailored solutions that meet each caller’s unique needs.

Key Responsibilities

• Active Listening & Needs Assessment: Identify, evaluate, and prioritize caller questions, concerns, and health‑related needs.
• Solution Development: Formulate clear, actionable plans of resolution and respond efficiently, ensuring each interaction moves toward a positive outcome.
• Customer Satisfaction & Collaboration: Maintain and restore satisfaction levels, partnering with cross‑functional teams (e.g., care management, technical support) when additional expertise is required.
• Problem Analysis & Resolution: Conduct thorough problem analysis, determine root causes, and recommend resolutions in line with brighthush’s standard protocols.
• Program Education: Proactively educate callers on brighthush’s suite of programs, benefits, and services, highlighting how each can improve their health journey.
• Performance Metrics: Meet or exceed established call‑center metrics, including average handle time, first‑call resolution, attendance, and quality scores.
• Accurate Documentation: Use brighthush’s computerized tracking system to log calls, capture pertinent information, and document actions taken with precision.
• Relationship Building: Develop rapport with each caller, adapting communication style to match cultural, linguistic, and emotional cues.
• Escalation Management: Recognize when issues require escalation, route them appropriately, and follow up to ensure timely resolution.
• Continuous Improvement: Contribute ideas for process enhancements, share best practices, and participate in ongoing training initiatives.

Essential Qualifications

• High school diploma or equivalent; additional education or certifications in health administration, customer service, or related fields are a plus.
• Prior experience in a customer‑service environment, preferably within healthcare, insurance, or a technology‑driven setting.
• Strong verbal and written communication skills, with the ability to convey complex information clearly and compassionately.
• Demonstrated ability to multitask effectively while maintaining attention to detail.
• Experience handling medical records and familiarity with the key elements of a valid Release of Information (ROI) request.
• Working knowledge of HIPAA regulations and a commitment to protecting patient privacy.
• Proficiency with Microsoft Word, Outlook, and web‑based navigation tools; comfortable learning new software platforms quickly.
• Team‑oriented mindset with the ability to collaborate across remote locations.
• Adaptability to thrive in a fast‑growing, constantly evolving environment.
• Spanish‑language fluency (bilingual) is highly preferred, enabling support for a diverse member base.

Preferred Skills & Competencies

• Empathy & Emotional Intelligence: Ability to connect with callers, understand their concerns, and respond with genuine care.
• Analytical Thinking: Skill in interpreting data, spotting trends, and making informed decisions during calls.
• Technical Aptitude: Comfort navigating CRM systems, electronic health record (EHR) platforms, and AI‑driven health tools.
• Time Management: Efficiently prioritize tasks to meet call‑center targets without sacrificing quality.
• Problem‑Solving Initiative: Proactively identify opportunities to improve processes and enhance the member experience.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. As a CSR, you will have access to:

• Comprehensive onboarding and continuous training programs covering healthcare regulations, AI health technologies, and advanced communication techniques.
• Mentorship from senior team members and subject‑matter experts across the organization.
• Clear career pathways leading to roles such as Senior Customer Service Specialist, Team Lead, Quality Assurance Analyst, or Transition into Care Management, Product Support, or Data Analytics.
• Opportunities to earn certifications in health information management, HIPAA compliance, and customer experience excellence.
• Regular participation in virtual “hack days” and innovation workshops where you can contribute ideas that shape brighthush’s product roadmap.

Work Environment & Culture at brighthush

brighthush fosters a remote‑first culture that values flexibility, inclusivity, and collaboration. Our team members enjoy:

• Flexibility: Work from anywhere in the United States with a schedule that supports work‑life balance.
• Diversity & Inclusion: A commitment to building a workforce that reflects the communities we serve, with employee resource groups and inclusive policies.
• Innovation‑Driven Atmosphere: An environment where curiosity is encouraged, and new ideas are welcomed.
• Recognition Programs: Regular acknowledgment of outstanding performance through awards, spot bonuses, and public shout‑outs.
• Health & Wellness Benefits: Access to brighthush’s own health resources, mental‑health support, and wellness stipends.

Compensation, Perks & Benefits

While exact salary ranges will be discussed during the interview process, successful candidates can expect a competitive compensation package that includes:

• Base salary aligned with industry standards for remote healthcare customer service roles.
• Performance‑based bonuses tied to quality metrics and customer satisfaction scores.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings options with company matching contributions.
• Generous paid time off (PTO) and paid holidays.
• Professional development stipend for courses, certifications, or conferences.
• Home office allowance to support an ergonomic and productive workspace.
• Employee assistance program (EAP) for personal and family support.

Why Join brighthush?

Joining brighthush means becoming part of a purpose‑driven organization that is reshaping how people interact with their health information. You will:

• Make a tangible impact on the health and well‑being of millions of members.
• Work alongside passionate professionals who are leaders in digital health innovation.
• Gain exposure to cutting‑edge AI health technologies and data analytics.
• Enjoy a supportive, remote‑first environment that values your growth and personal fulfillment.

Application Process

If you are ready to bring your customer‑service expertise to a dynamic, technology‑focused healthcare company, we encourage you to apply today. Click the link below to submit your application and begin your journey with brighthush.

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Equal Opportunity Employer Statement

brighthush and its subsidiaries are proud Equal Opportunity Employers and E‑Verify users. Qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, sexual orientation, gender identity, religion, age, equal pay, disability, genetic information, protected veteran status, or any other characteristic protected by applicable law.