Experienced Customer Service Representative – Healthcare Support Specialist – Remote & Onsite – Empower Patient Outcomes at brighthush

About brighthush

brighthush stands at the forefront of the healthcare innovation landscape, delivering cutting‑edge solutions that transform patient care worldwide. With a proud heritage that stretches back to 1931, we have continually evolved to meet the dynamic needs of clinicians, patients, and partners across the globe. Our guiding mission—Save and Sustain Lives—drives every decision we make, from product design to customer engagement. This commitment to excellence, integrity, and collaboration fuels a culture where every employee is empowered to make a tangible difference.

Why Join brighthush?

At brighthush, you’ll discover more than a role—you’ll find purpose, pride, and a community that values courage, trust, and teamwork. Whether you work from our Batesville, IN office or from anywhere in the United States, you’ll be part of a culture that celebrates diversity, fosters innovation, and rewards exceptional performance. We champion continuous learning, provide robust career pathways, and encourage every team member to take ownership of their impact.

Role Overview

As a Customer Service Representative – Healthcare Support Specialist, you will serve as the frontline advocate for our customers, ensuring they receive timely, accurate, and compassionate support. Your primary focus will be on rental therapy surfaces, bariatric products, and after‑hours capital technical support, while collaborating closely with Clinical Account Managers, sales teams, and field service personnel. You will be the bridge that connects our customers’ needs to our product excellence, driving satisfaction and loyalty.

Key Responsibilities

• Deliver outstanding customer service across multiple channels—phone, email, chat, and social media—while maintaining high satisfaction scores and a positive brand experience.
• Serve as the first point of contact for inquiries related to product features, technical troubleshooting, billing, pricing, inventory, and order status, ensuring a seamless customer journey.
• Maintain deep product knowledge through continuous training, self‑study, and hands‑on experience, staying current with new releases, technology updates, and regulatory changes.
• Accurately document all customer interactions in our CRM system, ensuring data integrity, compliance, and actionable insights for cross‑functional teams.
• Identify, triage, and resolve issues related to call center processes, service functionality, and customer needs, escalating when necessary to ensure rapid resolution.
• Partner with cross‑functional teams—sales, field service, technical support—to investigate complex problems and implement effective solutions that enhance the customer experience.
• Consistently meet or exceed performance metrics, including quality, adherence, conformance, attendance, and departmental goals, contributing to the overall success of the customer service organization.
• Contribute to continuous improvement initiatives that enhance customer value, employee experience, and shareholder returns in a fast‑paced healthcare environment.
• Participate in after‑hours capital technical support, ensuring critical issues are addressed promptly to minimize downtime for our customers.
• Support the development and refinement of knowledge base articles, FAQs, and training materials to empower customers and reduce repeat inquiries.

Essential Qualifications

• High school diploma or GED required; completion of new‑hire orientation and product training is mandatory.
• Minimum of 2 years of customer service experience, preferably in the healthcare sector or a related technical environment.
• Strong written, verbal, and interpersonal communication skills, with the ability to convey complex information clearly and empathetically.
• Proficiency with Microsoft Office, and adaptability to new technologies such as Genesys Cloud, JDE, Salesforce, and other relevant tools.
• Exceptional analytical, organizational, and problem‑solving abilities, with meticulous attention to detail.
• Capacity to multitask, manage competing priorities, and thrive in a dynamic, fast‑moving environment.
• Team‑oriented mindset, with a collaborative approach to problem resolution and a willingness to support colleagues.
• Flexibility to work weekends and holidays as required, reflecting the 24/7 nature of our customer support model.

Preferred Qualifications

• Bilingual Spanish language skills are a plus, enhancing our ability to serve a diverse customer base.
• Experience with healthcare billing, pricing, and inventory systems, providing a deeper understanding of our customers’ operational challenges.
• Prior exposure to technical support for medical devices or therapy equipment, demonstrating familiarity with industry standards.
• Demonstrated ability to work independently while maintaining alignment with team objectives and organizational goals.
• Knowledge of regulatory frameworks such as HIPAA, FDA, and ISO standards, ensuring compliance in all customer interactions.

Skills & Competencies

• Customer‑centric mindset with a passion for problem resolution and a commitment to exceeding expectations.
• Strong technical aptitude and a quick learning curve, enabling rapid mastery of new tools and product features.
• Excellent time‑management and prioritization skills, ensuring high productivity and quality in a fast‑paced environment.
• Effective collaboration across departments and geographies, fostering a unified approach to customer success.
• Resilience and adaptability in a constantly evolving industry, maintaining composure under pressure and embracing change.
• Proactive communication style, with the ability to articulate complex concepts to both technical and non‑technical audiences.
• Data‑driven mindset, leveraging analytics to identify trends, root causes, and opportunities for improvement.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is supported by a robust learning ecosystem. You’ll have access to:

• Structured onboarding and continuous product training programs that keep you at the cutting edge of healthcare technology.
• Mentorship from seasoned professionals in sales, technical support, and product management, providing guidance and career coaching.
• Internal mobility pathways to roles in field service, technical engineering, account management, and product development.
• Leadership development workshops and certifications tailored to healthcare operations, preparing you for future managerial responsibilities.
• Regular performance reviews that align personal goals with organizational objectives, ensuring transparent feedback and growth.
• Access to industry conferences, webinars, and professional associations, expanding your network and expertise.
• Tuition reimbursement and continuing education stipends for courses related to healthcare, technology, or business management.

Work Environment & Company Culture

Our culture is built on the pillars of courage, trust, and collaboration. Employees at brighthush enjoy:

• A flexible work model that supports remote and onsite work, with a preference for candidates within 40 miles of our Batesville, IN office.
• Inclusive and diverse teams that celebrate different perspectives, fostering creativity and innovation.
• A transparent communication style that encourages feedback, continuous improvement, and open dialogue across all levels.
• Recognition programs that celebrate individual and team achievements, reinforcing a culture of appreciation.
• Opportunities to contribute to community outreach and patient‑care initiatives, reinforcing our mission to save and sustain lives.
• Regular virtual and in‑person team‑building activities, ensuring strong relationships regardless of location.
• Access to wellness programs, mental health resources, and employee assistance programs that support holistic well‑being.

Compensation & Benefits

We believe in rewarding talent fairly and transparently. The estimated base salary for this position ranges from $33,600 to $46,200 annually, reflecting market data and individual experience. In addition to competitive pay, brighthush offers a comprehensive benefits package, including:

• Medical, dental, and vision coverage starting on day one.
• Life, accident, short‑term, and long‑term disability insurance.
• 401(k) retirement plan with company matching to secure your financial future.
• Employee Stock Purchase Plan (ESPP) allowing discounted stock purchases.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) for healthcare cost savings.
• Paid time off (20–35 days based on tenure), paid holidays, and paid parental leave.
• Family and medical leave, as well as paid sick leave to support your health and family needs.
• Employee Assistance Program (EAP) and childcare benefits to support work‑life balance.
• Commuting benefits, employee discount programs, and travel accident insurance.
• Wellness stipend, gym membership discounts, and access to mental health resources.
• Professional development stipend and tuition reimbursement for relevant courses.

Shift Options (EST)

• 8:30 am – 5:00 pm (off Sunday & Wednesday)
• 8:30 am – 5:00 pm (off Saturday & Thursday)
• 11:00 am – 7:30 pm (off Saturday & Wednesday)

Ready to make a real difference in patient care while advancing your career? Join brighthush and become part of a team that values innovation, collaboration, and a shared commitment to saving and sustaining lives.