Experienced Customer Care Representative II – Multichannel Health & Lab Support Specialist

About brighthush

At brighthush, we are redefining the future of health and wellness by delivering world‑class laboratory services and patient care solutions. Our mission is simple: to empower patients, clinicians, and partners with accurate, timely, and compassionate information that drives better health outcomes. With a culture rooted in innovation, collaboration, and continuous improvement, we create an environment where every team member can thrive, learn, and grow.

Why Join brighthush?

When you become part of the brighthush family, you’re not just filling a role—you’re stepping into a career that makes a real difference. We offer:

• Competitive base salary plus annual performance bonuses
• Comprehensive benefits for full‑time employees, including medical, dental, vision, and supplemental coverage from day one
• Well‑being programs such as the Blueprint for Wellness® assessment, healthyMINDS mental health support, and flexible spending accounts
• Financial wellness tools: 401(k) with company match, FinFit coaching, and an employee stock purchase plan
• Generous paid time off: 6 holidays, 1 “MyDay” off, vacation, and health/flex time
• Professional development: tuition assistance through MyQuest for Education, on‑the‑job training, and career advancement opportunities
• A supportive, inclusive culture that values curiosity, empathy, and teamwork

Position Overview

As a Customer Care Representative II, you will serve as the frontline advocate for our patients and partners, delivering exceptional support across multiple communication channels—voice, email, chat, and AI‑driven inquiries. Your role will involve handling moderate‑complexity health‑related questions, ensuring compliance with confidentiality standards, and maintaining the highest levels of accuracy and customer satisfaction.

Key Responsibilities

• Handle inbound and outbound customer interactions for assigned client groups, following established scripts and procedures.
• Provide clear, empathetic explanations of test results, service inquiries, and any concerns related to service failures.
• Maintain strict confidentiality of all patient and customer data in accordance with HIPAA and internal policies.
• Utilize digital tools—Outlook, Excel, phone systems, chat platforms, and AI assistants—to resolve inquiries efficiently.
• Document all interactions accurately in the customer relationship management system, ensuring data integrity.
• Collaborate with cross‑functional teams (lab operations, billing, quality assurance) to resolve complex issues.
• Participate in continuous improvement initiatives, suggesting process enhancements and automation opportunities.
• Adhere to performance metrics: call handling time, first‑contact resolution, quality scores, and customer satisfaction ratings.
• Engage in ongoing training to stay current with product knowledge, regulatory changes, and emerging technologies.

Essential Qualifications

• High School Diploma or equivalent (required). Some college coursework, especially in clinical laboratory science, is a plus.
• 1–2 years of customer service experience, with at least 1 year at a CSR1 level.
• Strong verbal and written communication skills in English.
• Proficiency with Microsoft Office (Outlook, Excel) and familiarity with phone and chat systems.
• Demonstrated ability to handle moderate‑complexity inquiries with accuracy and empathy.
• Commitment to maintaining confidentiality and adhering to HIPAA regulations.
• Excellent problem‑solving skills and a proactive, solution‑oriented mindset.
• Ability to work independently and as part of a collaborative team in a remote environment.

Preferred Qualifications

• Experience in the healthcare or laboratory industry.
• Background in delivering customer service excellence with measurable productivity, accuracy, and quality outcomes.
• Knowledge of laboratory testing processes, billing, and reporting.
• Experience with AI‑based customer support tools.
• Previous remote work experience with strong self‑management skills.

Skills & Competencies

• Customer‑First Mindset – Prioritizing patient and partner needs above all else.
• Empathy & Care – Demonstrating genuine concern when delivering sensitive health information.
• Collaboration – Working effectively with internal teams and external partners.
• Continuous Improvement – Seeking opportunities to streamline processes and enhance service quality.
• Curiosity – Asking insightful questions to uncover root causes and improve outcomes.
• Technical Proficiency – Comfortable with digital tools, data entry, and basic troubleshooting.
• Adaptability – Thriving in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Care Representative II, you will have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Cross‑training opportunities across multiple customer service and laboratory functions.
• Leadership development tracks for high‑performing employees.
• Access to industry conferences, webinars, and certifications.
• Regular performance reviews with actionable feedback and growth plans.

Work Environment & Culture

Our remote work model empowers you to balance professional responsibilities with personal life. You’ll enjoy:

• Flexible scheduling with rotational weekends (Monday‑Friday, 7:00 AM–3:30 PM Eastern) and a dedicated training period (Monday‑Friday, 9:00 AM–6:00 PM Eastern).
• A collaborative virtual community with weekly team huddles, knowledge‑sharing sessions, and social events.
• Access to a digital resource hub that includes training modules, best‑practice guides, and a knowledge base.
• Recognition programs that celebrate outstanding customer service and innovation.

Compensation & Benefits

While specific salary ranges vary based on experience, education, and certifications, brighthush offers:

• Competitive base pay with potential for annual performance bonuses.
• Full‑time benefits package starting on day one, including medical, dental, vision, and supplemental coverage.
• Well‑being initiatives: Blueprint for Wellness® assessments, healthyMINDS mental health program, and flexible spending accounts.
• Financial wellness: 401(k) with company match up to 5% after 12 months, FinFit coaching, and an employee stock purchase plan.
• Paid time off: 6 holidays, 1 “MyDay” off, vacation, and health/flex time.
• Professional development: tuition assistance through MyQuest for Education and career advancement opportunities.
• Additional perks: matching gifts program, life and disability insurance, and flexible work arrangements.

How to Apply

Ready to make a tangible impact on patient care and join a forward‑thinking organization? Submit your application through our careers portal or click the link below to apply directly:

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage veterans and service members to apply.