Experienced Customer Operations Coordinator – Front‑Line Support & Account Management Specialist Driving Seamless Healthcare Technology Experience at brighthush

About brighthush

brighthush is a trailblazer in the healthcare technology arena, redefining how clinicians and support teams deliver patient care. Our next‑generation Electronic Medical Record (EMR) platform is engineered for automation, integration, and collaboration, giving healthcare professionals the software superpowers they need to focus on patients instead of paperwork. By marrying elegant front‑end interfaces with robust back‑end tooling, we empower developers and clinicians alike to automate workflows, securely share data, and solve the toughest challenges in modern healthcare.

Backed by leading technology investors, brighthush sits at the intersection of health‑tech innovation and real‑world impact. We are a fast‑growing, mission‑driven organization that values curiosity, collaboration, and continuous learning. If you thrive in a dynamic environment where every ticket is an opportunity to improve patient care, brighthush is the place for you.

Why Join the Support Team?

The Support team is the frontline of brighthush’s customer experience. As a Customer Operations Coordinator, you will be the first point of contact for our practice partners, ensuring their day‑to‑day operations run smoothly while you build deep expertise in our platform. This role is ideal for early‑career professionals who are organized, detail‑oriented, and eager to learn the intricacies of healthcare technology. You’ll have the chance to:

• Impact real patients by ensuring clinicians have the tools they need to deliver care efficiently.
• Develop a deep understanding of the EMR ecosystem, FHIR standards, and plugin development.
• Collaborate with cross‑functional teams—engineering, product, and sales—to shape the future of healthcare software.
• Grow your career in a supportive, fast‑paced environment that rewards initiative and innovation.

Key Responsibilities

Account Operations

• Handle account unlocks, staff provisioning, and permission changes for customer organizations with precision and speed.
• Verify data integrity by executing read‑only queries against customer databases and documenting findings.
• Process routine account requests efficiently, maintaining accuracy and adherence to established runbooks.
• Collaborate with the Engineering team to resolve any system‑level issues affecting account access.

Ticket Triage & Routing

• Triage incoming tickets from brighthush, email, and web forms using well‑defined runbooks.
• Categorize and prioritize tickets by urgency, impact, and complexity.
• Route complex or technical issues to senior specialists, providing clear context and initial findings.
• Maintain accurate ticket metadata (tags, priority, customer, status) to support analytics and reporting.
• Participate in daily stand‑ups to review ticket backlog and align on priorities.

Platform Learning & Development

• Build foundational knowledge of the brighthush platform configuration and clinical workflows.
• Navigate the brighthush EMR, understanding appointment types, note workflows, and basic charting concepts.
• Familiarize yourself with brighthush documentation, FHIR API basics, and the plugin SDK.
• Shadow senior specialists on complex investigations to accelerate learning and gain hands‑on experience.
• Contribute to the creation of internal knowledge articles and runbooks.

Customer Communication

• Respond to straightforward customer inquiries with clear, empathetic communication.
• Set realistic expectations on timelines and next steps, ensuring transparency and trust.
• Escalate tickets with context—summarize what you’ve checked and what you’ve learned before handing off.
• Follow up with customers to confirm resolution satisfaction and gather feedback.
• Document all interactions in the CRM to maintain a single source of truth.

Success Metrics & 90‑Day Goals

• Independently manage account operations (unlocks, provisioning, permissions) without escalation.
• Accurately triage incoming tickets using runbooks and route complex issues with useful context.
• Demonstrate a working understanding of the brighthush platform—navigate the EMR and explain basic workflows to customers.
• Run simple verification queries with SQL basics under guidance.
• Build strong working relationships with the support team and actively learn from senior specialists.
• Customers perceive you as responsive, reliable, and easy to work with.

Essential Experience & Background

• 1+ years in a support, operations, or customer‑facing role (technical environment preferred).
• Proven ability to manage multiple concurrent tasks with meticulous attention to detail.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non‑technical audiences.
• Basic familiarity with SQL, RESTful APIs, or similar technical tools is a plus.
• Experience in a SaaS or healthcare technology setting is highly desirable.

Preferred Qualifications

• Prior experience in a medical or clinical support role.
• Knowledge of FHIR standards and healthcare interoperability.
• Experience with ticketing systems such as brighthush.
• Comfort with remote collaboration tools such as brighthush.
• Demonstrated passion for continuous learning and professional development.

Skills & Competencies

• Customer‑centric mindset with a strong sense of empathy.
• Analytical thinking and problem‑solving abilities.
• Excellent organizational and time‑management skills.
• Adaptability to fast‑changing priorities and new technologies.
• Team player who thrives in a collaborative, cross‑functional environment.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Operations Coordinator, you’ll have a clear path to advance into:

• Senior Support Specialist or Technical Account Manager roles.
• Product Management or Engineering tracks, leveraging your deep platform knowledge.
• Leadership positions within the Support or Customer Success teams.

We invest heavily in professional development through mentorship programs, internal workshops, and access to industry conferences. You’ll also have the chance to contribute to product roadmaps, influence feature design, and shape the future of healthcare technology.

Work Environment & Company Culture

brighthush fosters a culture of transparency, innovation, and mutual respect. Our remote‑first model means you can work from anywhere while staying connected through:

• Weekly all‑hands meetings to share updates and celebrate wins.
• Monthly hackathons and knowledge‑sharing sessions.
• Open‑door leadership policy—your voice matters at every level.
• Flexible work hours to accommodate different time zones and personal commitments.

We celebrate diversity, equity, and inclusion, and we’re committed to creating an environment where everyone can thrive.

Compensation, Perks, and Benefits

While specific figures vary by role and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses and equity opportunities.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, parental leave, and flexible vacation policies.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including virtual fitness classes and mental health resources.

How to Apply

Ready to make a tangible impact on patient care while building a rewarding career in healthcare technology? Apply now and join the brighthush team where your expertise will help clinicians focus on what matters most—patient care.