Experienced Customer Service Specialist – FMLA & Remote Support Champion for Patient & Provider Experience at brighthush

About brighthush

brighthush is a forward‑thinking healthcare technology leader that empowers patients, providers, and payers with secure, instant access to medical records. By combining cutting‑edge cloud infrastructure with user‑friendly interfaces, we are redefining how health information is shared, ensuring transparency, compliance, and peace of mind for everyone involved. Our mission is simple: make health data accessible, accurate, and actionable. As we expand our footprint across the United States, we’re looking for passionate, customer‑centric professionals to join our remote team and help us deliver world‑class support to our growing user base.

Why This Role Matters

In the fast‑paced world of healthcare IT, the customer experience can make or break a product’s adoption. As a Customer Service Specialist – FMLA, you will be the frontline advocate for our clients, ensuring that every interaction is handled with empathy, efficiency, and expertise. Your role will directly influence user satisfaction, retention, and the overall success of our platform. Whether you’re answering a call, resolving a ticket, or documenting a complex issue, you’ll be the bridge that keeps our technology and our people connected.

Key Responsibilities

• Client Assistance & Support: Provide timely, accurate assistance to patients, providers, and internal stakeholders via phone, email, and chat. Resolve inquiries related to FMLA requests, account access, and platform functionality.
• Issue Documentation: Log all interactions in our CRM with detailed notes, ensuring traceability and compliance with healthcare regulations.
• Process Improvement: Identify recurring pain points and collaborate with cross‑functional teams (Product, Engineering, Compliance) to propose and implement solutions.
• Knowledge Base Maintenance: Contribute to the creation and updating of self‑service articles, FAQs, and training materials to empower users and reduce ticket volume.
• Compliance & Quality Assurance: Adhere to HIPAA guidelines, internal SOPs, and quality metrics. Participate in regular audits and training sessions.
• Team Collaboration: Work closely with the FMLA support squad and broader customer success team to share insights, escalations, and best practices.
• Data Accuracy & Security: Validate user information, verify identity, and ensure all data handling meets the highest security standards.
• Customer Feedback Loop: Capture user sentiment, track trends, and feed insights back to product and engineering for continuous improvement.

Essential Qualifications

• High school diploma or GED (college coursework preferred).
• Minimum of 1 year of call center or customer support experience, ideally in a healthcare or tech environment.
• Typing speed of 50 WPM or higher, with strong attention to detail.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and familiarity with CRM systems.
• Excellent verbal and written communication skills in English.
• Strong problem‑solving abilities and a proactive mindset.
• Reliable high‑speed internet connection and a quiet, dedicated workspace for remote work.

Preferred Qualifications

• Experience with Med‑Release or similar medical record release platforms.
• Knowledge of FMLA regulations and related healthcare compliance frameworks.
• Previous remote work experience with a proven track record of self‑management and accountability.
• Multilingual capabilities (Spanish, French, or other languages) are a plus.
• Certification in Customer Service Excellence or related fields.

Core Skills & Competencies

• Customer‑First Mindset: Ability to empathize with users and deliver solutions that exceed expectations.
• Technical Aptitude: Comfortable navigating web portals, troubleshooting software, and learning new tools quickly.
• Time Management: Efficiently juggle multiple tickets while maintaining high quality and compliance.
• Collaboration: Work effectively with cross‑functional teams, sharing insights and driving continuous improvement.
• Adaptability: Thrive in a dynamic environment where priorities shift and new challenges arise.
• Data‑Driven Decision Making: Use metrics and analytics to identify trends and inform process enhancements.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Service Specialist, you will have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on product updates, compliance changes, and advanced customer support techniques.
• Clear career pathways into senior support roles, team leadership, or cross‑functional positions such as Product Management, Quality Assurance, or Compliance.
• Annual performance reviews with actionable feedback and personalized development plans.
• Opportunities to contribute to company‑wide initiatives, such as process automation, knowledge base expansion, and customer experience research.
• Access to a curated library of industry certifications, webinars, and conferences to keep you at the forefront of healthcare technology.

Work Environment & Company Culture

brighthush is built on a foundation of trust, transparency, and innovation. Our remote‑first culture means you can work from anywhere in the United States while staying connected to a vibrant, collaborative team. We celebrate diversity, encourage open dialogue, and prioritize work‑life balance. Our core values—Integrity, Innovation, Impact, and Inclusion—guide every decision we make and every interaction we have with our customers.

We foster a culture of continuous learning, where every team member is empowered to experiment, share ideas, and drive change. From weekly “Ask Me Anything” sessions with senior leaders to monthly hackathons that tackle real customer pain points, you’ll find ample opportunities to grow, collaborate, and make a tangible impact.

Compensation & Benefits

We offer a competitive salary range of $31,200 – $35,360 per year, commensurate with experience and performance. In addition to base pay, you will enjoy:

• 401(k) plan with company matching to help you build a secure financial future.
• Generous paid time off (PTO) policy, including vacation, sick leave, and personal days.
• Health, dental, and vision insurance options, with a focus on comprehensive coverage.
• Flexible work hours and a fully remote setup, eliminating commute time and reducing overhead.
• Professional development stipend for courses, certifications, and conferences.
• Employee wellness programs, including mental health resources and virtual fitness classes.
• Annual team retreats and virtual social events to strengthen bonds across the organization.

How to Apply

Ready to make a difference in the healthcare technology space? Submit your application through our career portal and join a team that values your expertise, supports your growth, and rewards your dedication. We look forward to welcoming you to brighthush and working together to transform the way health information is shared.