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

About brighthush and the Healthcare Supply Chain

brighthush is a leading global distributor of medical and laboratory products, dedicated to delivering reliable, high‑quality solutions that empower healthcare providers to deliver better patient outcomes. With a legacy spanning more than five decades, brighthush has become a trusted partner for hospitals, clinics, pharmacies, and other healthcare facilities worldwide. Our mission is simple: to streamline the flow of essential medical supplies from manufacturers to the front lines of care, ensuring that every patient receives the right product at the right time.

As a Customer Care Representative II, you will be the frontline ambassador of brighthush’s commitment to service excellence. You will play a pivotal role in the order placement lifecycle, bridging the gap between our customers and the sophisticated logistics network that powers our distribution centers. In this remote, full‑time position, you will have the flexibility to work from home while enjoying the support and resources of a global organization that values innovation, collaboration, and continuous learning.

Key Responsibilities

• Order Placement & Management: Process inbound calls from a diverse customer base—including hospitals, outpatient clinics, and specialty pharmacies—to place new orders, reorders, and special requests for medical supplies.
• Customer Liaison: Serve as the primary point of contact for customers throughout the entire order lifecycle, providing timely updates on order status, shipping, and any potential delays.
• Problem Resolution: Investigate and resolve order discrepancies, billing issues, and product availability challenges using a combination of internal systems and cross‑functional collaboration.
• Data Accuracy: Enter and verify order information in brighthush’s order management system, ensuring compliance with regulatory standards and internal quality controls.
• Insurance & Billing Support: Interpret insurance terminology, verify coverage, and facilitate payment collection when required, ensuring accurate billing for both new and existing customers.
• Process Improvement: Identify recurring issues or bottlenecks and collaborate with the Customer Service Operations team to propose and implement process enhancements.
• Team Collaboration: Work closely with Supervisors, Team Leads, and other departments (e.g., Logistics, Finance, Compliance) to resolve complex customer inquiries and maintain a high level of service quality.
• Metrics & Reporting: Meet or exceed daily performance metrics such as average handle time, adherence, speed to answer, and quality assurance scores.
• Continuous Learning: Participate in ongoing training sessions to stay current on product knowledge, system updates, and industry best practices.

Essential Qualifications

• High school diploma, GED, or equivalent work experience.
• 2–4 years of experience in a high‑volume call center environment, preferably within the healthcare or medical supplies sector.
• Demonstrated ability to communicate clearly and empathetically over the phone, with strong active‑listening skills.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and experience navigating multiple computer applications simultaneously.
• Prior experience with order placement systems, customer relationship management (CRM) tools, and call‑center phone systems.
• Strong analytical skills, including root‑cause analysis and problem‑solving capabilities.
• Ability to maintain composure and professionalism in high‑pressure situations.
• Excellent time‑management skills and a proven track record of meeting daily performance targets.

Preferred Qualifications

• Experience working remotely or in a work‑from‑home setting.
• Background in healthcare customer service, billing, or logistics.
• Knowledge of insurance terminology, billing codes, and reimbursement processes.
• Familiarity with regulatory compliance standards such as HIPAA and FDA guidelines.
• Experience with root‑cause analysis tools and methodologies.

Key Skills & Competencies

• Communication: Clear, concise, and professional verbal communication with customers and internal stakeholders.
• Technical Proficiency: Comfortable navigating multiple software platforms and troubleshooting basic technical issues.
• Customer‑Centric Mindset: Passion for delivering exceptional service and building long‑term customer relationships.
• Adaptability: Ability to handle a wide range of call types and adjust to changing priorities.
• Collaboration: Team player who actively seeks input and shares insights to improve processes.
• Attention to Detail: Meticulous in data entry and documentation to ensure accuracy and compliance.
• Problem‑Solving: Strong analytical skills to diagnose issues and recommend effective solutions.

Career Growth & Learning Opportunities

At brighthush, we believe that every employee’s growth is integral to our collective success. As a Customer Care Representative II, you will have access to a wealth of learning resources, including:

• Structured onboarding and continuous training programs covering product knowledge, system proficiency, and customer service best practices.
• Mentorship opportunities with senior representatives and cross‑functional leaders.
• Internal career pathways that allow you to transition into roles such as Customer Service Manager, Operations Analyst, or Supply Chain Specialist.
• Access to industry conferences, webinars, and certifications that enhance your professional skill set.
• Regular performance reviews that provide actionable feedback and identify advancement opportunities.

Work Environment & Company Culture

brighthush fosters a culture of inclusivity, innovation, and accountability. Our remote work model empowers employees to balance professional responsibilities with personal commitments while maintaining a high level of collaboration through virtual tools and regular check‑ins. Key cultural highlights include:

• Commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.
• Transparent communication from leadership, with regular updates on company strategy and performance.
• Recognition programs that celebrate individual and team achievements.
• Flexible work arrangements that support work‑life balance, including paid time off and parental leave.
• Health and wellness initiatives such as virtual fitness classes, mental health resources, and employee assistance programs.

Compensation, Perks, and Benefits

While the hourly rate for this role ranges from $15.75 to $18.50, compensation is determined by a combination of factors including geographic location, experience, and internal equity. In addition to competitive pay, brighthush offers a comprehensive benefits package designed to support your health, financial security, and overall well‑being:

• Medical, dental, and vision coverage for you and your dependents.
• Paid time off (PTO) and paid parental leave.
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• 401(k) retirement plan with company match.
• Short‑ and long‑term disability coverage.
• Work‑life resources, including employee assistance programs and wellness incentives.
• Access to flexible spending options such as myFlexPay for early wage access.

Remote Work Requirements

As a remote employee, you will need a dedicated, quiet workspace with reliable high‑speed internet. The minimum technical specifications are:

• Download speed: 25 Mbps minimum (50 Mbps recommended).
• Upload speed: 10 Mbps recommended.
• Ping rate: ≤ 30 ms.
• Hardwired connection to the router.
• Surge protector with network line protection for company equipment.

During onboarding and training, camera usage is required to facilitate virtual engagement and team building.

How to Apply

If you are passionate about delivering exceptional customer service in the healthcare supply chain and thrive in a dynamic, remote environment, we encourage you to apply today. Join brighthush and become part of a team that is dedicated to improving patient care through reliable, timely delivery of medical supplies.

To submit your application, click the link below or visit our careers portal. We look forward to learning how your skills and experience align with our mission.