Experienced Bilingual Medical Customer Service Representative – Remote – English & Spanish – Patient Experience Champion

About brighthush

brighthush is a trailblazer in the healthcare technology space, dedicated to transforming the patient journey through innovative digital solutions, compassionate care, and data‑driven insights. With a global footprint and a mission to make healthcare accessible, efficient, and patient‑centric, brighthush partners with leading medical providers, insurers, and technology firms to deliver seamless experiences for patients worldwide.

About the Role

We’re looking for a Bilingual Medical Customer Service Representative to become the frontline advocate for patients navigating their healthcare experience. In this fully remote, full‑time position, you’ll provide timely, accurate, and empathetic support across multiple channels—phone, email, and live chat—while ensuring compliance with industry regulations and maintaining the highest standards of patient care.

Why This Role Stands Out

• Fully remote with flexible scheduling aligned to U.S. and LATAM business hours.
• Consistent hiring and long‑term growth potential within a rapidly expanding organization.
• Opportunity to shape patient experience and contribute to continuous improvement initiatives.
• Chance to develop expertise in healthcare operations, medical billing, and patient coordination.

Key Responsibilities

As a pivotal member of our patient support team, you’ll be responsible for:

• Patient Support & Communication
  • Respond to patient inquiries via phone, email, and live chat.
  • Provide clear, concise information about medical services, appointment scheduling, billing, and insurance questions.
  • Deliver compassionate, patient‑first service in every interaction.
  • Maintain professionalism, empathy, and responsiveness throughout the patient journey.
• Appointment Scheduling & Service Coordination
  • Assist patients with scheduling, rescheduling, and confirming appointments.
  • Coordinate with internal healthcare and support teams to ensure timely follow‑up.
  • Escalate complex concerns to appropriate specialists while preserving trust and clarity.
• CRM Documentation & Compliance
  • Maintain accurate, up‑to‑date patient interaction records within our CRM.
  • Ensure documentation is complete, organized, and compliant with HIPAA and other privacy regulations.
  • Protect patient information and uphold confidentiality at all times.
• Customer Service & Issue Resolution
  • Troubleshoot service‑related or platform‑related issues efficiently.
  • Resolve patient concerns professionally and promptly.
  • Adapt quickly to evolving workflows, tools, and operational updates.
• Team Collaboration & Operational Support
  • Communicate effectively with internal teams to improve workflow efficiency.
  • Participate in onboarding, training, and ongoing development sessions.
  • Contribute to process improvements and support team collaboration.

Essential Qualifications

• Minimum 1 year of customer service experience, preferably in healthcare, medical support, or patient services.
• Fluent in English and Spanish—both written and verbal.
• Proficient with CRM systems, Slack, Zoom, and other remote communication tools.
• Strong organizational skills, attention to detail, and the ability to manage multiple communication channels simultaneously.
• Excellent problem‑solving skills and a patient‑centric mindset.

Preferred Qualifications

• Experience with appointment scheduling, insurance verification, and medical billing support.
• Familiarity with healthcare compliance and confidentiality standards.
• Background in patient coordination and support across phone, email, and live chat.
• Knowledge of healthcare communication systems and digital health platforms.

Skills & Competencies

• Exceptional communication and interpersonal skills.
• Empathy, patience, and a genuine desire to help patients.
• Adaptability in a fast‑paced, evolving environment.
• Strong analytical and troubleshooting abilities.
• Proficiency in Microsoft Office Suite and CRM platforms.
• Time‑management skills and the ability to prioritize tasks effectively.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As you grow in this role, you’ll have the opportunity to transition into:

• Patient Success Specialist
• Medical Operations Coordinator
• Healthcare Support Lead
• Senior Customer Experience Manager

We invest in continuous learning through internal training programs, mentorship, and access to industry conferences and certifications.

Work Environment & Company Culture

Our culture is built on collaboration, innovation, and a shared commitment to patient well‑being. Key highlights include:

• Fully remote work with a flexible schedule that respects work‑life balance.
• Inclusive, diverse, and supportive team environment.
• Regular virtual team‑building events and cross‑functional workshops.
• Transparent communication from leadership and a clear vision for the future.

Compensation, Perks, and Benefits

While specific figures may vary based on experience, we offer a competitive salary package that includes:

• Health, dental, and vision insurance.
• Paid time off, holidays, and flexible sick leave.
• 401(k) retirement plan with company match.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including virtual fitness classes and mental health resources.
• Technology stipend for home office setup.

Key Performance Indicators (KPIs)

• Response time and issue resolution efficiency.
• Accuracy and completeness of CRM documentation.
• Patient satisfaction and service quality scores.
• Compliance with confidentiality and security standards.
• Reliability, attendance, and responsiveness.

Interview Process

• Initial Screening Call with a brighthush Recruiter.
• Client Interview with senior leadership.
• Offer & Onboarding.

How to Apply

If you thrive in a fast‑paced, patient‑centric environment and are passionate about making a difference in healthcare, we encourage you to apply. Join brighthush and help patients feel supported, informed, and cared for throughout their healthcare journey.

Conclusion

At brighthush, you’ll be part of a mission‑driven team that values empathy, innovation, and continuous improvement. This role offers the chance to build a long‑term remote career in healthcare customer support while contributing to meaningful change in patient experience. If you enjoy helping people, solving problems, and growing within a dynamic organization, we want to hear from you.