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

About brighthush

brighthush is a leading global distributor of medical and laboratory products, dedicated to improving patient outcomes through reliable supply chain solutions and data‑driven insights. With over five decades of experience, we partner with healthcare providers, manufacturers, and distributors across more than 40 countries to deliver end‑to‑end solutions that streamline operations, reduce costs, and enhance the quality of care. Our culture is built on innovation, collaboration, and a relentless focus on customer success. At brighthush, every team member has the opportunity to grow, learn, and make a tangible impact on the healthcare ecosystem.

Position Overview

As a Customer Care Representative II – Order Placement, you will be the frontline liaison between brighthush and our valued customers. Working remotely from your home office, you will handle inbound calls, process orders, resolve discrepancies, and provide exceptional service to medical suppliers, clinicians, and referral sources. This role requires a blend of technical proficiency, strong communication skills, and a passion for problem‑solving in a fast‑paced, high‑volume call center environment.

Key Responsibilities

• Answer an average of 60–80 inbound calls daily, guiding customers through the entire order placement lifecycle.
• Process new and repeat orders for medical supplies, ensuring accuracy in product selection, pricing, and billing information.
• Resolve order discrepancies, product availability issues, and customer complaints with a focus on first‑time resolution.
• Maintain up‑to‑date knowledge of brighthush’s product catalog, pricing structures, and insurance billing procedures.
• Navigate multiple internal systems (order entry, inventory, CRM, billing) to retrieve account information and update order status.
• Communicate delays, back‑orders, and alternative solutions clearly and professionally to customers.
• Collaborate with supervisors and cross‑functional teams (logistics, finance, compliance) to resolve complex or non‑routine orders.
• Adhere to all regulatory standards, company policies, and quality assurance metrics (average handle time, adherence, speed to answer).
• Participate in mandatory training sessions (Monday‑Friday, 8:00 am–5:00 pm EST) and complete a shift bid to determine your schedule.
• Ensure a secure, high‑speed internet connection and a dedicated, distraction‑free workspace in compliance with brighthush’s remote work policy.

Essential Qualifications

• High school diploma, GED, or equivalent work experience (preferred).
• 2–4 years of experience in a high‑volume call center, preferably in healthcare or medical supplies.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and familiarity with order placement systems.
• Strong verbal communication skills, with an emphasis on active listening and empathy.
• Ability to manage multiple tasks simultaneously while maintaining composure under pressure.
• Experience with call‑center phone systems and call‑routing software.
• Track record of meeting or exceeding daily metrics such as average handle time, adherence, and quality scores.
• Remote work experience and a reliable, high‑speed broadband connection (minimum 25 Mbps download, 10 Mbps upload).

Preferred Qualifications

• Prior experience in the healthcare industry, especially with medical billing or reimbursement.
• Root cause analysis skills and a proactive approach to problem resolution.
• Knowledge of insurance terminology, plans, and documentation.
• Experience with inventory management and demand planning processes.
• Familiarity with compliance regulations such as HIPAA and FDA guidelines.

Skills & Competencies

• Customer‑Centric Mindset: Demonstrates genuine care for customer needs and a commitment to delivering solutions.
• Technical Aptitude: Quickly learns and applies new software tools and systems.
• Analytical Thinking: Identifies root causes of issues and proposes effective solutions.
• Time Management: Prioritizes tasks to meet strict service level agreements.
• Collaboration: Works effectively with teammates, supervisors, and cross‑functional partners.
• Adaptability: Thrives in a dynamic environment with changing priorities and processes.

Career Growth & Learning Opportunities

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

• Structured onboarding and continuous training programs covering product knowledge, compliance, and advanced customer service techniques.
• Mentorship from senior representatives and cross‑functional leaders.
• Opportunities to transition into specialized roles such as Order Management Specialist, Compliance Analyst, or Customer Success Manager.
• Leadership development workshops and certifications in healthcare supply chain management.
• Annual performance reviews that align with promotion criteria and salary progression.

Work Environment & Company Culture

brighthush fosters a culture of inclusion, innovation, and accountability. Our remote workforce enjoys:

• Flexible scheduling through a shift‑bid system that balances business needs with personal commitments.
• Regular virtual team meetings, town halls, and social events to build camaraderie.
• A supportive HR and IT infrastructure that ensures seamless remote collaboration.
• Recognition programs that celebrate individual and team achievements.
• Commitment to diversity, equity, and inclusion, ensuring every employee feels valued and heard.

Compensation & Benefits

Hourly Rate: $15.75 – $18.50 (dependent on experience, location, and internal equity). Benefits Package:

• Medical, dental, and vision coverage.
• Paid time off and holiday schedule.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA).
• 401(k) retirement plan with company match.
• Short‑ and long‑term disability coverage.
• Paid parental leave and work‑life resources.
• Wellness programs and employee assistance resources.
• Access to early wage payment through myFlexPay.

How to Apply

If you are passionate about delivering exceptional customer service, thrive in a fast‑paced environment, and want to join a forward‑thinking organization that values growth and innovation, we encourage you to apply today. Submit your application through the link below and take the first step toward a rewarding career with brighthush.