Experienced Customer Support Specialist – Healthcare SaaS & Payer Enrollment – Remote, Full Time

About brighthush

brighthush is a trailblazing healthcare technology company that is redefining how medical practices, hospitals, and health systems manage licensing, credentialing, payer enrollment, and compliance monitoring. By harnessing the power of cloud‑based automation and AI, we help our clients reduce administrative overhead, accelerate revenue cycles, and stay ahead of ever‑evolving regulatory requirements. Our mission is simple: empower healthcare providers to focus on patient care while we take care of the paperwork.

Why Join brighthush?

At brighthush, we believe that the best solutions are built by people who are passionate, curious, and collaborative. As a Customer Support Specialist, you will be the frontline ambassador for our clients, ensuring they receive world‑class service while also contributing to product improvements and process optimizations. If you thrive in a fast‑paced, high‑impact environment and want to make a tangible difference in the healthcare ecosystem, brighthush is the place for you.

Key Responsibilities

In this role, you will be responsible for delivering exceptional support to our diverse client base, ranging from small community clinics to large multi‑facility health systems. Your day‑to‑day tasks will include:

• Issue Resolution: Diagnose and resolve complex customer inquiries related to payer enrollment, credentialing workflows, and compliance reporting.
• Ticket Management: Manage a high volume of support tickets using Intercom, ensuring timely responses and accurate documentation.
• Cross‑Functional Collaboration: Work closely with Product, Engineering, and Sales teams to relay customer feedback, prioritize feature requests, and provide insights that shape future releases.
• Knowledge Base Enhancement: Contribute to and maintain our internal and external knowledge bases, creating clear, concise, and searchable content.
• Process Improvement: Identify recurring pain points and propose automation or workflow enhancements to reduce ticket volume and improve customer satisfaction.
• Client Advocacy: Serve as the voice of the customer within brighthush, championing their needs and ensuring a seamless experience across all touchpoints.
• Metrics & Reporting: Track and analyze support metrics (e.g., first‑response time, resolution time, CSAT scores) to drive continuous improvement.

Essential Qualifications

To excel in this role, you should bring the following experience and skills:

• Minimum of 3 years of customer support experience, preferably within the healthcare or healthcare SaaS space.
• Hands‑on experience with payer enrollment and credentialing processes, including familiarity with CMS, Medicare/Medicaid, and private payer systems.
• Proficiency in high‑volume ticketing systems, specifically Intercom, and a proven track record of managing multiple concurrent support cases.
• Excellent written communication skills, with the ability to translate complex technical concepts into clear, customer‑friendly language.
• Strong proficiency with Google Workspace (Docs, Sheets, Gmail, Drive) and a willingness to leverage AI tools to streamline support workflows.
• Fluency in English, both written and spoken.
• Self‑motivated, detail‑oriented, and able to thrive in a remote, distributed team environment.

Preferred Qualifications

While not mandatory, the following attributes will set you apart:

• Experience with other customer support platforms such as Zendesk, Freshdesk, or Salesforce Service Cloud.
• Knowledge of healthcare regulations (HIPAA, HITECH) and data privacy best practices.
• Background in data analysis or experience with SQL, Tableau, or similar tools to extract insights from support data.
• Previous involvement in product beta testing or user research initiatives.
• Experience working in a startup or high‑growth SaaS environment.

Key Skills & Competencies

Success at brighthush requires a blend of technical acumen, empathy, and proactive problem‑solving. The ideal candidate will demonstrate:

• Customer‑Centric Mindset: A genuine passion for helping others and a commitment to exceeding expectations.
• Analytical Thinking: Ability to dissect complex issues, identify root causes, and propose actionable solutions.
• Adaptability: Comfortable navigating change, learning new tools quickly, and adjusting priorities as needed.
• Collaboration: Strong interpersonal skills that enable effective teamwork across departments.
• Time Management: Efficiently juggle multiple tickets while maintaining high quality and accuracy.
• Tech Savvy: Comfortable with cloud technologies, APIs, and emerging AI solutions that enhance support workflows.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team members. As a Customer Support Specialist, you will have access to:

• Structured onboarding and mentorship programs that accelerate your learning curve.
• Regular training sessions on new product features, industry trends, and advanced support techniques.
• Opportunities to transition into Product Management, Customer Success, or Technical Support Engineering roles.
• Participation in cross‑functional projects that influence product roadmap and company strategy.
• Access to a curated library of courses, certifications, and conferences in healthcare IT, SaaS, and customer experience.

Work Environment & Company Culture

brighthush is a fully remote, distributed organization that values flexibility, transparency, and innovation. Our culture is built around:

• Remote‑First Flexibility: Work from anywhere in the United States with a flexible schedule that supports work‑life balance.
• Inclusive Community: A diverse team that celebrates different perspectives and fosters belonging.
• Open Communication: Regular town‑halls, all‑hands meetings, and an open‑door policy that encourages feedback and collaboration.
• Continuous Improvement: A growth mindset that embraces experimentation, data‑driven decisions, and iterative learning.
• Social Impact: A shared commitment to improving healthcare outcomes through technology.

Compensation & Perks

We offer a competitive salary range of $52,000 – $62,400 per year, commensurate with experience and performance. In addition to base pay, you will enjoy:

• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO) and flexible holidays.
• Professional development stipend and reimbursement for relevant certifications.
• Monthly wellness stipend to support your physical and mental well‑being.
• Access to cutting‑edge tools and software to enhance your productivity.
• Annual company‑wide virtual retreats and team‑building events.

How to Apply

If you are ready to bring your customer support expertise to a mission‑driven, high‑growth SaaS company, we would love to hear from you. Please submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. We look forward to exploring how your skills and passion can help us continue to transform the healthcare industry.

Join brighthush Today!

Become part of a forward‑thinking team that is changing the way healthcare organizations operate. Your expertise will directly impact the efficiency and success of our clients, while you grow your career in a supportive, innovative environment. Apply now and help us build the future of healthcare technology.