Experienced Customer Service Representative – Tier 3 – Advanced Support & Issue Resolution at brighthush

About brighthush

brighthush is South Florida’s premier university‑based health system, renowned for its cutting‑edge patient care, world‑class research, and transformative medical education. With more than 100 specialties and over one million patient encounters each year, brighthush is a beacon of excellence that serves South Florida, Latin America, and the Caribbean. Our mission is simple yet ambitious: to deliver exceptional care while advancing medical knowledge through research and education. As a Tier 3 Customer Service Representative, you will be an integral part of this mission, ensuring that every patient, partner, and stakeholder receives timely, accurate, and compassionate support.

Why Join brighthush?

• Impactful Work: Your role directly influences patient satisfaction, operational efficiency, and the overall reputation of brighthush.
• Remote Flexibility: Work from anywhere while staying connected to a vibrant, collaborative team.
• Career Growth: Opportunities to advance into senior support roles, team leadership, or cross‑functional projects.
• Learning & Development: Access to continuous training, certifications, and mentorship programs.
• Competitive Compensation: A comprehensive salary package that reflects your expertise and dedication.
• Benefits: Health, dental, vision, life insurance, retirement plans, tuition assistance, and more.
• Diverse & Inclusive Culture: A workplace that celebrates differences, fosters belonging, and champions equity.

Key Responsibilities

As a Tier 3 Customer Service Representative, you will be the go‑to expert for complex inquiries and escalations. Your day‑to‑day tasks will include:

• Providing guidance and mentorship to Tier 1 and Tier 2 staff on challenging cases.
• Receiving, triaging, and resolving a wide array of inquiries, including complaints, service requests, and information needs.
• Conducting thorough research to uncover root causes and develop effective solutions.
• Coordinating with cross‑functional departments (e.g., Billing, IT, Clinical Services) to ensure seamless resolution.
• Communicating outcomes and next steps to customers via phone, email, chat, or written correspondence.
• Documenting all interactions in the customer relationship management (CRM) system with precision and confidentiality.
• Escalating unresolved issues to leadership and following up until closure.
• Reviewing and processing confidential information with the highest level of discretion.
• Adhering to brighthush policies, procedures, and compliance standards to protect assets and data.
• Participating in continuous improvement initiatives to enhance service quality and efficiency.

Essential Qualifications

• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• Minimum of 2 years of progressive customer service experience, preferably in a healthcare or complex service environment.
• Proven ability to analyze and resolve multifaceted problems.
• Strong written and verbal communication skills in English; additional languages are a plus.
• Comfortable handling of confidential and sensitive information.
• Willingness to work evenings, nights, and weekends as required by the 24/7 service model.
• Leadership aptitude: ability to motivate, coach, and develop junior team members.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and CRM platforms.
• Adaptability to new technologies and processes.

Preferred Qualifications

• Experience in a Tier 3 or escalation support role within a large organization.
• Knowledge of healthcare terminology, billing codes, or electronic health record (EHR) systems.
• Certifications in customer service, conflict resolution, or project management.
• Demonstrated success in leading process improvement projects.

Core Skills & Competencies

• Problem‑Solving: Ability to dissect complex issues and devise actionable solutions.
• Communication: Clear, concise, and empathetic communication across multiple channels.
• Collaboration: Works effectively with diverse teams and stakeholders.
• Time Management: Prioritizes tasks in a fast‑paced environment.
• Attention to Detail: Maintains accuracy in documentation and data entry.
• Customer‑Centric Mindset: Places the customer’s experience at the forefront of every decision.
• Resilience: Handles high‑volume, high‑stress situations with composure.

Career Growth & Development

At brighthush, we believe in nurturing talent from within. As a Tier 3 Representative, you will have access to:

• Leadership development programs that prepare you for supervisory or managerial roles.
• Cross‑training opportunities across departments such as Clinical Services, IT, and Finance.
• Mentorship from seasoned professionals who share their expertise and insights.
• Funding for industry certifications and continuing education.
• Clear performance metrics and advancement pathways aligned with your career goals.

Work Environment & Culture

Our remote work model empowers you to balance professional and personal commitments while staying connected to a collaborative community. You’ll experience:

• Regular virtual team huddles and knowledge‑sharing sessions.
• Access to state‑of‑the‑art collaboration tools and secure communication platforms.
• A culture that values transparency, innovation, and mutual respect.
• Recognition programs that celebrate achievements and milestones.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard.

Compensation & Benefits

While specific salary ranges are tailored to experience and qualifications, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses and incentive programs.
• Health, dental, vision, and life insurance plans.
• Retirement savings plan with employer match.
• Generous paid time off, holidays, and sick leave.
• Tuition assistance for continued education.
• Employee wellness initiatives and mental health resources.
• Flexible work arrangements and remote work support.

How to Apply

Ready to make a difference at brighthush? Submit your application through our online portal and join a team that values excellence, innovation, and compassionate care. We look forward to exploring how your skills and passion align with our mission.

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, age, disability, or any other protected status.

Apply today and become a pivotal part of brighthush’s commitment to outstanding patient care and community impact.