Experienced Customer Care Coordinator – Patient Support & Medical Device Operations – Remote (Eastern Time Zone)

About brighthush

brighthush is a global leader in medical device innovation, dedicated to improving the lives of patients with urinary and bowel health challenges. With a portfolio that includes cutting‑edge urinary catheters and advanced irrigation systems, we combine clinical excellence with smart technology to deliver solutions that are both effective and user‑friendly. Our commitment to sustainability drives us toward climate neutrality, ensuring that every product we develop leaves a minimal environmental footprint.

Operating in more than 30 countries from our headquarters in Mölndal, Sweden, brighthush is part of a larger family of healthcare innovators. We are proud to be listed on the NASDAQ under the symbol XRAY, reflecting our transparency and dedication to shareholders, patients, and partners alike. Whether you are a seasoned professional or an emerging talent, brighthush offers a dynamic, inclusive environment where your contributions directly impact patient outcomes worldwide.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven team that values curiosity, collaboration, and continuous improvement. Our culture celebrates diversity, encourages innovation, and rewards initiative. As a remote role, you’ll enjoy flexibility while staying connected to a vibrant community of experts across the globe. The Eastern Time Zone preference ensures seamless collaboration with our core business units, enabling you to contribute to real‑time decision making and patient care.

Job Summary

The Customer Care Coordinator is the first touchpoint for patients and healthcare professionals navigating the brighthush care journey. This role blends patient advocacy, product education, and operational excellence to create a smooth, supportive experience from intake through onboarding. You will also partner with field sales and medical offices across the United States, ensuring that every patient receives timely, accurate, and compassionate support.

Key Responsibilities

• Patient Intake & Communication – Serve as the primary point of contact, conducting intake calls, collecting demographic and clinical data, and verifying insurance details.
• Product Education & Support – Introduce patients to brighthush’s urology and bowel management products, explaining features, benefits, and proper usage.
• Documentation & Care Coordination – Ensure all intake records are complete, accurate, and routed to the appropriate teams for processing.
• Systems & Record Management – Maintain meticulous records in Brightree, Salesforce, and other platforms, updating statuses and logging detailed call notes.
• Performance & Service Standards – Meet or exceed call volume targets while upholding high quality and empathy standards.
• Compliance & Quality Assurance – Adhere to Medicare, HIPAA, and internal guidelines; complete after‑call work (ACW) to maintain regulatory compliance.
• Training & Knowledge Sharing – Mentor new hires and share best practices with cross‑functional teams.
• Cross‑Functional Collaboration – Work closely with Marketing, Field Sales, Call Center Operations, and Customer Service to resolve issues and drive continuous improvement.
• Additional Duties – Undertake other responsibilities as assigned to support team and departmental goals.

Essential Qualifications

• High school diploma or equivalent (required).
• Associate or bachelor’s degree in a scientific, technical, healthcare‑related, or related discipline preferred.
• 3+ years of experience in a customer‑facing or highly regulated environment.
• Hands‑on experience with Brightree in a professional setting (required).
• Proficiency in English with strong written and verbal communication skills.
• Excellent organizational skills and meticulous attention to detail.
• Comfortable with computer‑based tasks, multitasking across multiple systems.
• Proficiency in Microsoft Office Suite; Salesforce experience highly desirable.
• Experience in call center telecommunications software, including dialer systems.
• Occasional travel may be required (less than 5% annually).

Preferred Qualifications

• Medical billing education or experience.
• Experience in a medical device company, medical office, or healthcare environment.
• Multilingual abilities (highly desirable).
• Background in supporting patients, healthcare professionals, insurance processes, or medical documentation.

Skills & Competencies

• Strong customer‑service orientation with a patient‑first mindset.
• Ability to work independently while collaborating effectively in a fast‑paced, team‑oriented environment.
• High level of adaptability and problem‑solving skills.
• Proficiency in data entry, record keeping, and compliance documentation.
• Excellent interpersonal skills, capable of building rapport with diverse stakeholders.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. You will have access to:

• Structured onboarding and continuous training programs focused on product knowledge, regulatory compliance, and customer‑centric best practices.
• Mentorship from seasoned experts in sales, operations, and clinical support.
• Cross‑functional projects that expose you to marketing, field sales, and quality assurance teams.
• Opportunities to advance into senior coordination roles, team leadership, or specialized product support positions.
• Participation in global conferences, webinars, and industry events to stay ahead of emerging trends.

Work Environment & Company Culture

brighthush fosters a culture of transparency, collaboration, and innovation. Our remote model empowers employees to balance work and life while staying connected through:

• Weekly virtual huddles and monthly all‑hands meetings.
• Digital collaboration tools (Slack, Teams, Zoom).
• Inclusive policies that celebrate diversity and promote equity.
• Employee recognition programs that highlight outstanding contributions.
• Commitment to mental and physical well‑being through wellness resources and flexible scheduling.

Compensation & Benefits

While the hourly rate for this role ranges from $23.00 to $28.00 per hour, actual compensation is influenced by skill set, experience, and location. In addition to competitive pay, brighthush offers:

• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Paid time off, holidays, and flexible vacation policies.
• Professional development stipend and tuition reimbursement.
• Employee assistance program and wellness initiatives.
• Remote work stipend to support home office setup.

How to Apply

If you are passionate about patient care, thrive in a regulated environment, and want to make a tangible difference in people’s lives, we encourage you to apply. Join brighthush and become part of a team that values innovation, integrity, and impact.

Ready to take the next step? Submit your application through our careers portal and let’s shape the future of patient‑centered medical device support together.