Experienced Customer Care Coordinator II – BioMed Support & Remote Service Excellence at brighthush

About brighthush

brighthush is a global leader in health‑care technology and patient engagement, dedicated to transforming the way medical information is shared, accessed, and acted upon. With a mission to empower patients, clinicians, and researchers through innovative digital solutions, brighthush has become the go‑to partner for hospitals, pharmaceutical companies, and research institutions worldwide. Our BioMed platform is at the heart of this mission, delivering secure, real‑time data exchange that improves outcomes and drives discovery.

Why Join brighthush?

At brighthush, you’ll be part of a purpose‑driven organization that values diversity, inclusion, and continuous learning. We believe that every team member is a catalyst for change—whether you’re a seasoned veteran, a transitioning military member, a spouse, or a caregiver. Our culture is built on mutual respect, transparency, and a shared commitment to making a tangible difference in people’s lives.

• Competitive hourly rate of $17.50 – $18.00, with potential for overtime and performance bonuses.
• Comprehensive benefits package: health, dental, vision, 401(k) with company match, paid time off, and flexible work arrangements.
• Ongoing professional development: tuition reimbursement, certifications, and access to industry conferences.
• Inclusive community: employee resource groups, mentorship programs, and volunteer opportunities.

Key Responsibilities

As a Customer Care Coordinator II, you will serve as the primary point of contact for BioMed users across multiple channels. Your role will blend technical support, customer service, and operational excellence to ensure a seamless experience for our clients.

• Provide 24/7 support via phone, email, chat, and social media (Facebook, Twitter).
• Maintain and update the customer database, ensuring data integrity and compliance with privacy regulations.
• Assist with direct mail campaigns, including list generation, printing coordination, and distribution tracking.
• Offer health history support, guiding users through data entry and verification processes.
• Resolve technical issues related to the BioMed mobile app and web portal, escalating to engineering when necessary.
• Schedule appointments, coordinate tele‑recruitment sessions, and manage follow‑up communications.
• Prepare detailed reports on usage metrics, customer satisfaction, and incident resolution.
• Collaborate with internal teams (Sales, Engineering, Compliance) and external vendors to streamline workflows.
• Adhere to confidentiality standards, exercising independent judgment in all interactions.
• Maintain a professional, positive work environment, meeting daily productivity targets and quality assurance standards.

Essential Qualifications

• High school diploma or equivalent (required); Associate’s or Bachelor’s degree preferred.
• Minimum of one year of customer service experience in a technical or healthcare setting.
• Advanced proficiency in Microsoft Office (Word, Excel, PowerPoint) and database management.
• Experience with Customer Relationship Management (CRM) systems, preferably Salesforce or similar.
• Strong written and verbal communication skills, with the ability to explain complex concepts simply.
• Demonstrated ability to work independently, manage time effectively, and meet deadlines.
• Commitment to confidentiality and ethical handling of sensitive information.

Preferred Qualifications

• Experience in the healthcare or pharmaceutical industry.
• Knowledge of HIPAA regulations and data privacy best practices.
• Multilingual abilities (Spanish, French, Mandarin, etc.) are a plus.
• Prior exposure to mobile app support and troubleshooting.
• Certifications in customer service or technical support (e.g., ITIL, CompTIA).

Skills & Competencies

• Customer‑centric mindset with a passion for problem‑solving.
• Analytical thinking and attention to detail.
• Adaptability to rapidly changing priorities and technologies.
• Team collaboration and cross‑functional communication.
• Self‑motivation and resilience in a fast‑paced environment.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your interests and strengths. As a Customer Care Coordinator II, you will have the chance to:

• Advance to Senior Coordinator or Team Lead roles within the BioMed support team.
• Transition into product management, quality assurance, or compliance roles.
• Participate in leadership development programs and mentorship initiatives.
• Earn industry certifications and attend conferences to stay ahead of emerging trends.
• Contribute to cross‑functional projects that shape the future of healthcare technology.

Work Environment & Culture

Our remote-first model empowers you to work from anywhere in the United States, with flexible scheduling that respects your personal commitments. The team operates on a core overlap of 11:45 am – 8:15 pm Central Standard Time, ensuring coverage across time zones while maintaining a healthy work‑life balance.

During the initial three months, you will undergo intensive training from 9:00 am – 5:30 pm CST, Monday through Friday. This training is essential for mastering our systems, processes, and the high standards of customer care that define brighthush.

Compensation & Benefits

Hourly rate: $17.50 – $18.00 (dependent on location and qualifications). In addition to the base pay, you will receive:

• Health, dental, and vision insurance (fully or partially covered).
• 401(k) plan with company match.
• Paid time off (vacation, sick leave, holidays).
• Professional development stipend.
• Employee assistance program and wellness resources.
• Flexible work schedule and remote work stipend.

How to Apply

If you are a veteran, transitioning military member, National Guard or Reserve member, military spouse, wounded warrior, or caregiver with the required skill set, we encourage you to apply. Join brighthush and become part of a movement that transforms healthcare through technology and exceptional customer care.

Click the button below to submit your application and take the first step toward a rewarding career with brighthush.