Dynamic Remote Customer Service Representative – Tier 1 Technical Support & Client Success Specialist at brighthush

About brighthush

brighthush is a leading technology‑driven healthcare operations partner that has been transforming the way health plans, providers, and members interact with complex administrative systems for over 25 years. With a global footprint that spans the United States, Philippines, and beyond, brighthush empowers its clients to deliver seamless, data‑centric solutions that drive efficiency, accuracy, and exceptional service. Our culture is built on innovation, collaboration, and a relentless focus on customer success – values that we bring to every interaction, every product, and every team member.

Why This Role Matters

As the first line of support for our diverse client base, the Tier 1 Customer Service Representative plays a pivotal role in ensuring that every user – from dental practices to large health plans – receives timely, accurate, and professional assistance. Your expertise will directly influence client satisfaction, product adoption, and the overall reputation of brighthush in the competitive healthcare technology landscape.

Key Responsibilities

• Primary Support Channel – Serve as the first point of contact via phone, email, or chat for all product users.
• Issue Capture & Logging – Accurately record client concerns, issues, and requests in Salesforce, ensuring proper categorization and traceability.
• Level 1 Troubleshooting – Resolve common technical problems such as login failures, navigation errors, basic system functionality, and frequently asked questions related to:
  • Claim Connect (EDI Claims)
  • Eligibility verification
  • Patient statements
  • Payment services and ERA setup
  • Enrollment – application status and walkthrough
  • Credentialing – application status and walkthrough
• Escalation Management – When issues exceed Tier 1 scope, document context and forward to Tier 2 or specialized teams for resolution.
• Client Education – Guide users through basic system processes, best practices, and self‑service options to empower them and reduce repeat inquiries.
• Product Knowledge Base Management – Maintain up‑to‑date familiarity with brighthush’s suite of products and services, directing clients to relevant documentation and resources.
• Service Quality & Feedback Loop – Adhere to internal SLAs for response and resolution times, collect client feedback, and identify recurring issues to inform product improvements and training initiatives.
• Collaboration & Reporting – Work closely with Tier 2 support, engineering, and product teams to streamline the client experience; participate in regular support huddles and share insights from front‑line interactions.

Essential Qualifications

• Minimum of 1 year experience in customer service, technical support, help desk, or healthcare support.
• Strong verbal and written communication skills, with the ability to convey complex information clearly.
• Proficiency in troubleshooting basic software, system, and connectivity issues.
• Experience handling inbound and outbound interactions via phone, email, and chat.
• Excellent problem‑solving and critical‑thinking abilities.
• Capacity to multitask and manage multiple cases in a fast‑paced environment.
• Meticulous documentation skills – accurate, professional, and compliant with data privacy standards.

Preferred Qualifications

• Previous experience supporting dental software or healthcare technology platforms.
• Knowledge of dental insurance claims processing and Electronic Data Interchange (EDI).
• Familiarity with dental practice management systems such as Dentrix, Eaglesoft, Open Dental, and PracticeWorks.
• Understanding of electronic claims submission, eligibility verification, ERA, EFT, and claim status inquiries.
• Experience using CRM or case management tools (Salesforce, ServiceNow, Zendesk, etc.).

Core Competencies & Soft Skills

• Customer‑focused mindset with a genuine desire to help.
• Active listening and empathy.
• Attention to detail and accuracy.
• Professional phone etiquette and tone.
• Team collaboration and cross‑functional communication.
• Adaptability to process changes and new technologies.
• Strong time management and prioritization.
• Accountability and ownership of customer issues.

Work Arrangement & Remote Requirements

While this position is offered on a remote basis, it is performance‑based. brighthush reserves the right to require onsite presence at any time based on business needs, performance evaluations, or operational requirements. Flexibility to transition to an office‑based setup when necessary is expected.

Remote Work Essentials

• Stable primary internet connection of at least 50 Mbps.
• Reliable backup connection to ensure continuity.
• Ability to hardwire to modem for optimal stability.
• Dedicated, quiet workspace free from distractions.
• Provision of a speed test during the interview process.

What brighthush Offers You

• Work Remotely – Enjoy the flexibility of a fully remote role with the support of a global team.
• Competitive Compensation – Earn a base salary up to Php 35,000/month, with performance bonuses and a 13th‑month salary.
• Comprehensive HMO Coverage – Medical benefits for you and your family.
• Equipment Provided – All the hardware and software you need to succeed.
• Career Growth – Join a dynamic, supportive team that values your expertise and offers clear advancement pathways.
• Continuous Learning – Access to training programs, certifications, and knowledge sharing sessions.
• Collaborative Culture – Inclusive, diverse, and team‑centric environment that celebrates innovation.

Career Pathways at brighthush

At brighthush, we believe in nurturing talent from the ground up. As a Tier 1 Customer Service Representative, you will have the opportunity to:

• Progress to a Tier 2 or specialized support role, gaining deeper technical expertise.
• Transition into product management, quality assurance, or process improvement teams.
• Lead cross‑functional projects that shape the future of our client‑centric solutions.
• Mentor new hires and contribute to the development of training materials.

How to Apply

Ready to take the next step in your career and join a forward‑thinking organization that places customers at the heart of everything we do? Click the “Apply Now” button below, submit your resume, and tell us why you’re the perfect fit for brighthush’s Customer Service team.