Experienced Customer Care Representative II – Order Placement & Medical Supplies – Remote, Full‑Time, High‑Volume Call Center

Join brighthush as a Customer Care Representative II – Order Placement & Medical Supplies

At brighthush, we are redefining the way healthcare professionals connect with the supplies they need to deliver exceptional patient care. With a legacy of innovation spanning over five decades, brighthush stands at the forefront of medical distribution, providing reliable, data‑driven solutions that empower hospitals, clinics, and pharmacies worldwide. As we expand our remote workforce, we’re looking for a dedicated, customer‑centric professional to join our Customer Care Operations team as a Representative II. If you thrive in a fast‑paced, high‑volume environment and are passionate about making a tangible difference in healthcare logistics, we want to hear from you.

What You’ll Do

As a Universal Agent in our Customer Care Operations, you will be the primary point of contact for a diverse range of customers—including clinicians, caregivers, and referral sources—who rely on brighthush for timely, accurate medical supply orders. Your day will involve:

• Answering 60–80 inbound calls daily, ranging from simple order placements to complex dispute resolutions.
• Processing new and repeat orders for distribution centers and internal stakeholders, ensuring compliance with scheduling, demand planning, and inventory protocols.
• Managing non‑routine requests such as product samples, special packaging, and expedited shipping.
• Providing clear, empathetic communication about order status, delays, and resolution steps.
• Utilizing multiple systems—order entry, inventory, and customer relationship management—to retrieve and update account information.
• Collaborating with supervisors and cross‑functional teams to resolve escalated issues and improve service processes.
• Maintaining strict adherence to regulatory standards and internal policies, including data privacy and security.
• Contributing to continuous improvement initiatives by sharing insights on root cause analysis and workflow optimization.

Essential Qualifications

• High school diploma, GED, or equivalent; higher education is a plus.
• 2–4 years of experience in a high‑volume call center, preferably within the healthcare or medical supply industry.
• Proven ability to manage high call volumes while maintaining composure and delivering exceptional customer service.
• Strong verbal communication skills with a focus on clarity, empathy, and active listening.
• Proficiency in Microsoft Office and experience with order placement or customer‑relationship systems.
• Familiarity with call‑center phone systems and call‑routing software.
• Experience meeting or exceeding daily metrics such as average handle time, adherence, and quality assurance scores.
• Ability to interpret insurance terminology and explain coverage details in an easy‑to‑understand manner.
• Comfortable working remotely with a dedicated, quiet workspace and reliable high‑speed internet.

Preferred Qualifications

• Prior experience in a remote or work‑from‑home setting.
• Background in root cause analysis and process improvement.
• Knowledge of medical billing, reimbursement, or related regulatory frameworks.
• Experience handling complex, unusual customer issues and escalating them appropriately.
• Fluency in additional languages (e.g., Spanish, French) is a plus.

Key Skills & Competencies

• Customer‑First Mindset: A genuine desire to help customers solve problems and achieve their goals.
• Technical Proficiency: Comfortable navigating multiple software platforms and troubleshooting basic technical issues.
• Time Management: Ability to prioritize tasks and manage time effectively in a fast‑paced environment.
• Adaptability: Flexibility to work varied shifts, including evenings, weekends, and holidays, as business needs dictate.
• Team Collaboration: Willingness to work closely with supervisors, peers, and cross‑functional teams to drive continuous improvement.
• Attention to Detail: Meticulousness in data entry, order accuracy, and compliance documentation.
• Problem‑Solving: Strong analytical skills to diagnose issues and implement effective solutions.

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 ongoing training programs that cover product knowledge, industry regulations, and advanced customer service techniques.
• Mentorship from seasoned leaders in Customer Care Operations and Supply Chain Management.
• Opportunities to transition into specialized roles such as Order Management Specialist, Quality Assurance Analyst, or Customer Success Manager.
• Access to internal certification programs and industry conferences to stay ahead of emerging trends.
• Performance‑based recognition and potential for role elevation to Team Lead or Supervisor positions.

Work Environment & Culture at brighthush

Our remote workforce thrives on a culture of trust, collaboration, and continuous improvement. You’ll experience:

• A flexible work schedule that respects your personal commitments while meeting business needs.
• Regular virtual team huddles, knowledge‑sharing sessions, and social events to foster connection.
• A commitment to diversity, equity, and inclusion—ensuring every voice is heard and valued.
• Access to a digital wellness platform that supports mental and physical health.
• Transparent communication from leadership and a clear focus on employee feedback.

Compensation & Benefits

We offer a competitive hourly rate of $15.75–$18.50 per hour, with potential for overtime based on business demand. In addition to base pay, you’ll enjoy a comprehensive benefits package, including:

• Medical, dental, and vision coverage for you and your family.
• Paid time off (PTO) and paid parental leave.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA).
• 401(k) retirement plan with company match.
• Short‑ and long‑term disability coverage.
• Work‑life resources such as flexible scheduling and remote work support.
• Access to wellness programs, including fitness subsidies and mental health counseling.
• Early wage access through our myFlexPay program.

Remote Work Requirements

As a remote employee, you’ll need:

• A dedicated, quiet workspace with a high‑speed broadband connection (minimum 25 Mbps download, 10 Mbps upload).
• Stable, wired internet with a ping rate of ≤30 ms.
• A reliable computer with a webcam and microphone for training and daily operations.
• Compliance with our IT security policies, including surge protection and network line protection.

How to Apply

Ready to bring your customer‑service expertise to brighthush? Submit your application today through our careers portal. We’re excited to review your experience and discuss how you can contribute to our mission of delivering reliable medical supplies to healthcare providers worldwide.

Why brighthush?

At brighthush, you’ll join a forward‑thinking organization that values innovation, collaboration, and the well‑being of its people. Our remote model empowers you to work from anywhere while staying connected to a vibrant community of professionals dedicated to improving patient outcomes. If you’re driven by purpose, eager to grow, and ready to make a real impact, we invite you to apply and become part of the brighthush family.