Customer Service Support Representative – Remote Healthcare Diagnostics & Patient Experience Specialist

Welcome to brighthush – Pioneering the Future of Health Diagnostics

At brighthush, we are more than a global leader in laboratory services; we are a catalyst for better health outcomes worldwide. Our cutting‑edge science, expansive data ecosystems, and intelligent digital solutions empower healthcare providers, researchers, pharmaceutical innovators, and patients to make confident, data‑driven decisions. By joining our team, you become part of a mission‑driven organization that leverages advanced technologies to transform diagnostics, accelerate medical innovation, and address some of the most pressing health challenges of our time.

Our commitment to excellence is reflected in a culture that values curiosity, collaboration, and continuous improvement. Whether you are interacting with a physician’s office, a hospital laboratory, or a patient seeking answers, every conversation you have contributes to the larger goal of improving health and improving lives.

Position Overview – Remote Customer Service Support Representative

We are seeking a dedicated, empathetic, and tech‑savvy Remote Customer Service Support Representative to become the trusted liaison between brighthush, our customers, and patients. In this role, you will be the first point of contact for inquiries ranging from test result delivery to specimen requirements, and you will play a pivotal part in ensuring a world‑class customer experience across our extensive diagnostic network.

Schedule: Monday – Friday, alternating weekends, 10:00 AM – 6:30 PM Eastern Standard Time.

Key Responsibilities

• Serve as the primary communication bridge between brighthush, external customers (physician offices, hospital labs, patients) and internal teams.
• Maintain a comprehensive understanding of laboratory operations across multiple departments to provide accurate, timely information.
• Resolve routine and complex requests using internal systems, databases, and standard operating procedures.
• Clarify customer needs, confirm details, and deliver solutions that meet or exceed expectations.
• Achieve and sustain productivity, quality, and service metrics established by the organization.
• Identify root causes of recurring issues and collaborate with process‑improvement teams to implement preventative measures.
• Multi‑task efficiently across several platforms, including CRM, Laboratory Information Systems (LIS), and communication tools.
• Research, troubleshoot, and resolve technical issues that may affect service delivery, minimizing downtime for customers.
• Review and validate test order forms for accuracy, correcting discrepancies according to SOPs.
• Document all interactions meticulously, ensuring compliance with HIPAA and internal data‑security policies.
• Participate actively in initiatives aimed at boosting customer satisfaction, operational performance, and continuous learning.

Minimum Qualifications

• High school diploma or GED equivalent.
• At least 2 years of experience in a customer service role, demonstrating strong communication and problem‑solving abilities.
• Minimum 1 year of experience working in a contact‑center or call‑center environment, with a proven track record of meeting service level agreements.

Preferred Qualifications

• Associate degree or higher in a related field.
• 1 + year of experience in a medical or healthcare setting (e.g., physician’s office, hospital, or clinical laboratory).
• Familiarity with medical terminology and clinical workflows.
• Experience with Laboratory Information Systems (LIS) and healthcare‑specific CRM platforms such as Salesforce or Verint.

Essential Skills & Competencies

• Technical Proficiency: Comfortable navigating multiple software applications simultaneously (Microsoft Office, LIS, CRM, etc.) and troubleshooting basic technical issues.
• Communication Excellence: Strong verbal and written communication skills, active listening, and the ability to convey complex information in a clear, compassionate manner.
• Critical Thinking: Ability to analyze situations, identify root causes, and propose effective solutions quickly.
• Organizational Mastery: Exceptional time‑management and multitasking capabilities in a fast‑paced, remote environment.
• Customer‑Centric Mindset: Demonstrated dedication to delivering a superior customer experience and maintaining professionalism at all times.
• Self‑Motivation & Learning Agility: Proactive in acquiring new knowledge, adapting to evolving processes, and embracing continuous improvement.
• Team Collaboration: Ability to work cohesively with cross‑functional teams, sharing insights and supporting collective goals.

Work Environment & Culture at brighthush

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

• Access to a collaborative virtual workspace equipped with the latest communication tools.
• Regular virtual team‑building events, knowledge‑sharing sessions, and mentorship programs.
• A supportive leadership team that encourages innovation, recognizes achievements, and provides clear pathways for career advancement.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard and respected.

Compensation, Perks & Benefits

We offer a competitive hourly wage ranging from $17.75 – $23.00 based on experience, qualifications, and internal equity. In addition, eligible employees receive a comprehensive benefits package that includes:

• Medical, dental, and vision coverage.
• Life insurance, short‑term and long‑term disability protection.
• 401(k) retirement plan with company match.
• Paid Time Off (PTO) or Flexible Time Off (FTO) options for work‑life balance.
• Tuition reimbursement for continued education and professional development.
• Employee Stock Purchase Plan (ESPP) to share in the company’s success.
• Access to wellness programs, employee assistance resources, and virtual health services.

Employees working less than 20 hours per week remain eligible for the 401(k) plan, while those on a 7‑on/7‑off schedule receive all benefits except PTO/FTO, reflecting our commitment to flexibility across all employment models.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by your ambition and the resources we provide. As a Customer Service Support Representative, you will have access to:

• Structured onboarding and continuous training programs covering laboratory science, regulatory compliance, and advanced customer‑service techniques.
• Cross‑functional exposure to areas such as data analytics, digital health solutions, and operational excellence.
• Mentorship from seasoned professionals in clinical operations, IT, and business development.
• Clear promotion pathways to senior support roles, team lead positions, or specialized tracks in quality assurance, training, or client success management.

Technical & Home Office Requirements

• Reliable high‑speed internet connection (minimum 50 Mbps download) with a compatible provider.
• HIPAA‑compliant, distraction‑free workspace that meets security protocols.
• Standard office equipment: computer (Windows or macOS), headset with noise‑cancellation, webcam, and a dedicated phone line or VoIP solution.
• Ability to install and maintain VPN and device‑management tools as required by brighthush security standards.

Application Process & Timeline

Our application window closes on October 31, 2026. To be considered, please submit your resume, a concise cover letter highlighting your relevant experience, and any supporting documentation that showcases your qualifications.

All offers are determined based on a holistic review of skills, experience, education, and internal equity data. We encourage candidates from all backgrounds to apply, as brighthush is committed to building a workforce that reflects the diverse communities we serve.

Equal Opportunity & Inclusion Statement

brighthush is proud to be an Equal Opportunity Employer. We champion an inclusive environment where every individual—regardless of race, religion, color, national origin, sex, gender identity, sexual orientation, age, veteran status, disability, or any other protected characteristic—has the opportunity to thrive. All qualified applicants will receive consideration without regard to any protected status. Candidates with arrest or conviction records will also be considered in accordance with applicable law.

How to Apply

If you are passionate about delivering exceptional service, eager to support patients and healthcare professionals, and ready to grow within a forward‑thinking organization, we want to hear from you. Click the link below to submit your application and begin your journey with brighthush today.

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Join Us – Make an Impact Every Day

At brighthush, your work directly influences the health and well‑being of millions. By providing accurate information, swift resolutions, and compassionate support, you become an essential part of a global network that saves lives and advances medical science. Take the next step in your career and become a champion for health—apply now and help us continue to improve health and improve lives.