Experienced Customer Care Specialist – Healthcare Support & Patient Engagement at brighthush

About brighthush

brighthush is a leading provider of post‑acute care and respiratory services, dedicated to improving the lives of patients with chronic health conditions. With a mission to deliver high‑touch clinical care and innovative technology solutions, we bridge the gap between hospital discharge and home recovery. Our team of more than 400 passionate professionals works across the continuum of care, from hospital to home, ensuring patients receive the right equipment, support, and education to thrive.

We pride ourselves on a culture of empathy, collaboration, and continuous improvement. At brighthush, every team member plays a vital role in reducing readmissions, optimizing outcomes, and enhancing patient satisfaction. Whether you work remotely, in a hybrid setting, or on‑site, you’ll find a supportive environment that values your expertise and encourages professional growth.

Key Responsibilities

As a Customer Care Specialist, you will be the frontline advocate for our patients, referral sources, and internal partners. Your role will encompass a blend of customer service, order processing, and compliance oversight. Below is a detailed breakdown of your day‑to‑day duties:

• Customer Interaction: Answer incoming calls and faxes, greet walk‑in customers, and provide timely, accurate information about durable medical equipment, respiratory supplies, and related services.
• Order Management: Capture new orders and updates, ensuring all required documentation (CMN, Rx, ABG, Care Plan, Authorization, etc.) is complete before processing.
• Verification & Eligibility: Confirm medical necessity with physicians, verify insurance coverage and eligibility, obtain authorizations, and calculate patient financial responsibilities (copay, deductible, share of cost).
• Data Accuracy: Enter orders into the system with precision, maintain detailed notes in insurance, general, and authorization modules, and update patient demographics and equipment history.
• Logistics Coordination: Process orders for shipping or dispatch to technicians and respiratory therapists, ensuring timely delivery and follow‑up.
• Compliance & Quality: Stay current on product knowledge, insurance guidelines, and company policies; attend departmental and company meetings; report to work on time; and meet monthly performance goals.
• Team Collaboration: Work closely with sales representatives, physicians, referral sources, and internal colleagues to resolve issues and enhance the customer experience.
• Additional Duties: Perform any other tasks as directed by supervisors or management, including Saturday assignments when scheduled.

Essential Qualifications

• Minimum of 2 years’ experience in a medical supply or home medical equipment (HME) environment.
• Strong knowledge of medical terminology, diagnoses, and treatment protocols.
• Proficiency with Microsoft Office Suite (Word, Outlook, PowerPoint) and experience using electronic health record (EHR) or order management systems.
• Excellent customer service skills with a patient‑first mindset.
• Detail‑oriented, organized, and capable of managing multiple tasks simultaneously.
• Previous supervisory, lead, or management experience is highly desirable.
• Strong communication skills in English; bilingual Spanish preferred.
• Ability to work independently and as part of a collaborative team.
• Commitment to maintaining a clean, safe, and professional work environment.
• Reliability in meeting attendance, punctuality, and adherence to scheduled start times.

Preferred Qualifications

• Experience in a healthcare or post‑acute care setting, particularly with respiratory services.
• Knowledge of insurance verification processes, payer matrices, and authorization workflows.
• Familiarity with regulatory standards (HIPAA, OSHA, etc.) and quality improvement initiatives.
• Previous exposure to remote or hybrid work models with proven self‑management skills.
• Demonstrated ability to exceed monthly performance metrics and contribute to team goals.

Skills & Competencies

• Customer‑Centric Communication: Ability to explain complex medical and insurance information in clear, compassionate language.
• Problem‑Solving: Quick identification of issues and proactive resolution to ensure seamless service delivery.
• Time Management: Prioritization of tasks to meet deadlines and maintain high productivity.
• Adaptability: Comfortable navigating changing priorities, new technologies, and evolving policies.
• Team Collaboration: Willingness to support colleagues and share knowledge to improve overall performance.
• Data Integrity: Commitment to accurate data entry and meticulous record‑keeping.
• Professionalism: Consistent demonstration of integrity, confidentiality, and respect in all interactions.

Career Growth & Learning Opportunities

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

• Structured onboarding and ongoing training programs covering product knowledge, insurance processes, and customer service excellence.
• Mentorship from experienced supervisors and leaders who share insights and best practices.
• Cross‑functional exposure to sales, clinical, and operations teams, broadening your skill set and industry perspective.
• Opportunities to take on leadership responsibilities, such as team lead or supervisor roles, based on performance and interest.
• Participation in continuous improvement projects that directly impact patient outcomes and operational efficiency.

Work Environment & Culture

brighthush offers a flexible work model that supports work‑life balance. Whether you prefer remote, hybrid, or on‑site work, we provide the tools and resources you need to succeed. Our culture is built on:

• Collaboration: Open communication channels and a supportive team environment.
• Innovation: Encouragement to bring new ideas that improve patient care and operational processes.
• Recognition: Regular acknowledgment of achievements through awards, shout‑outs, and performance bonuses.
• Community: Engagement in volunteer initiatives and health‑related outreach programs.
• Well‑Being: Access to wellness resources, flexible scheduling, and a focus on mental and physical health.

Compensation & Benefits

We offer a competitive compensation package that reflects your experience and contributions. While specific figures vary by role and location, you can expect:

• Base salary commensurate with industry standards and your qualifications.
• Performance‑based incentives tied to monthly and annual goals.
• Comprehensive health benefits, including medical, dental, and vision coverage.
• Flexible Savings Account (FSA) and Health Savings Account (HSA) options.
• 401(k) retirement plan with company match.
• Voluntary life insurance and disability coverage.
• Paid time off (PTO), sick leave, and paid holidays (New Year’s Day, Memorial Day, July 4th, Labor Day, Thanksgiving, Christmas).
• Employee referral rewards and discount programs.
• Ongoing professional development and tuition reimbursement opportunities.

How to Apply

If you are passionate about delivering exceptional patient support and thrive in a dynamic healthcare environment, we encourage you to apply today. Join brighthush and help us transform the lives of patients while advancing your career in a supportive, growth‑oriented setting.