Experienced Customer Experience Specialist – Telehealth & Prescription Support – Remote Full‑Time (U.S.) – Join brighthush

About brighthush

brighthush is redefining the future of health and wellness by marrying advanced technology with heartfelt care. Our platform connects millions of patients, clinicians, and pharmacies across the United States, creating a seamless ecosystem that empowers individuals to take control of their health journeys. With a steadfast commitment to diversity, equity, and inclusion, brighthush fosters an environment where every team member’s voice is heard and every contribution makes a tangible difference.

Why brighthush is the Place to Grow Your Career

As a global leader in health technology, brighthush offers a remote‑first, flexible work model that lets you thrive from any U.S. location. Our culture is built on continuous learning, innovation, and a shared mission to improve health equity. When you join brighthush, you’ll experience:

• Full‑time, Monday‑to‑Friday schedule with flexible shift windows (7 AM–7 PM CST) to accommodate diverse lifestyles.
• Comprehensive onboarding: 6 weeks of paid training that blends virtual classrooms, live shadowing, and hands‑on nesting.
• Competitive hourly pay ranging from $16.00 to $29.00, adjusted for local market, experience, and certifications.
• Robust benefits package: health, dental, vision, 401(k) with company match, equity purchase plan, and incentive programs.
• Clear career ladders, cross‑functional projects, and continuous learning opportunities.
• A culture that celebrates diversity, equity, inclusion, and environmental stewardship.

Key Responsibilities

As a Customer Experience Specialist at brighthush, you will be the frontline advocate for patients and providers, ensuring seamless access to prescription services and pharmacy benefits. Your day‑to‑day tasks will include:

• Responding to inbound calls from patients and providers regarding prescription status, order delivery, and payment inquiries.
• Conducting outbound calls to follow up on prescription orders, reorders, and payment issues as needed.
• Utilizing a paperless environment and authorized online tools to document all interactions accurately.
• Researching complex prescription and pharmacy benefit questions across multiple databases, demonstrating fluency in computer navigation and system toggling.
• Listening actively, asking clarifying questions, and building rapport to provide compassionate, solution‑focused support.
• Escalating unresolved issues to appropriate teams while maintaining clear communication with all stakeholders.
• Adhering to quality standards, compliance guidelines, and data privacy regulations at all times.

Daily Workflow Highlights

Each shift is a blend of proactive outreach and reactive support. You’ll start by reviewing the call queue, prioritizing urgent inquiries, and then engage in a mix of inbound and outbound interactions. Throughout the day, you’ll:

• Log every call in the CRM, ensuring data integrity and compliance.
• Collaborate with pharmacy partners to resolve medication discrepancies.
• Use real‑time dashboards to monitor key metrics such as Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).
• Participate in daily huddles to share insights, challenges, and best practices.

Essential Qualifications

To thrive in this role, you should meet the following criteria:

• High School Diploma or GED (minimum).
• Minimum 6 months of experience in a customer service environment using phones and computers as primary tools.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and Windows PC applications.
• Strong listening skills, empathy, and the ability to gather relevant information efficiently.
• Availability to work full‑time, Monday‑to‑Friday, with flexibility for shift changes and occasional overtime during peak periods (January‑March).
• Ability to maintain a dedicated, secure work area with a wired high‑speed internet connection (minimum 25 Mbps download / 10‑15 Mbps upload).
• Commitment to maintaining confidentiality of sensitive information and adherence to brighthush’s Telecommuter Policy.

Preferred Qualifications

While not mandatory, the following will give you a competitive edge:

• Experience in the healthcare or pharmacy industry, particularly with prescription benefits.
• Knowledge of healthcare regulations (HIPAA, HITECH) and data privacy best practices.
• Previous exposure to call center metrics (e.g., AHT, CSAT, FCR) and performance dashboards.
• Multilingual capabilities, especially Spanish or other widely spoken languages in the U.S.
• Certifications in customer service or healthcare administration.

Skills & Competencies

Success at brighthush requires a blend of technical and interpersonal skills:

• Exceptional verbal communication and active listening.
• Problem‑solving mindset with the ability to research and resolve complex issues.
• Adaptability to fast‑paced environments and changing priorities.
• Attention to detail and strong organizational skills.
• Team collaboration and a willingness to share knowledge with peers.
• Commitment to continuous improvement and learning new systems.

Career Growth & Development

At brighthush, we invest in your professional journey. You’ll have access to:

• Structured onboarding and mentorship programs that pair you with seasoned leaders.
• Regular performance reviews with clear pathways for advancement (e.g., Senior Agent, Team Lead, Operations Manager).
• Cross‑functional training in pharmacy operations, data analytics, and project management.
• Access to internal learning platforms, webinars, and industry conferences.
• Opportunities to contribute to strategic initiatives that shape the future of health technology.

Work Environment & Culture

brighthush’s remote‑first model means you can work from any U.S. location, provided you meet the technical requirements. Our culture is defined by:

• Inclusive teamwork that values diverse perspectives.
• Transparent communication from leadership to frontline staff.
• Recognition programs that celebrate individual and team achievements.
• Commitment to work‑life balance, with flexible scheduling and paid time off.
• Environmental responsibility initiatives, including carbon‑neutral operations and sustainable practices.

Compensation & Benefits

We offer a competitive hourly rate ($16.00–$29.00) based on local market, experience, and certifications. In addition, you’ll receive:

• Health, dental, and vision insurance plans.
• 401(k) with company match and equity purchase options.
• Paid time off, holidays, and sick leave.
• Employee assistance programs and wellness resources.
• Incentive and recognition programs tied to performance metrics.
• Ongoing professional development and tuition reimbursement opportunities.

How to Apply

Ready to make a difference in people’s health journeys? Submit your updated résumé through the brighthush careers portal. We review applications continuously and aim to fill positions promptly. If you meet the qualifications and are excited to join a forward‑thinking, patient‑centric organization, we encourage you to apply today.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status.