Experienced Night Shift Customer Care Representative – Remote, Michigan – Excellence in Health & Lab Support

About brighthush

brighthush is a leading innovator in the healthcare diagnostics arena, dedicated to delivering accurate, timely, and compassionate service to patients and partners across the United States. With a mission to empower better health outcomes through cutting‑edge technology and a customer‑first mindset, brighthush has become synonymous with reliability, integrity, and continuous improvement. Our remote workforce is the backbone of our operations, enabling us to serve a diverse clientele while fostering a flexible, inclusive, and collaborative culture.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re contributing to a larger purpose: ensuring that every test result, every inquiry, and every interaction is handled with the utmost care and precision. We value your expertise, encourage your growth, and reward your dedication with a comprehensive benefits package, competitive pay, and a work environment that respects your life outside of work.

Role Overview

Position: Night Shift Customer Care Representative (Remote) Location: Michigan (must reside in Michigan) Start Date: November 30th Work Schedule: Monday‑Friday, 9:00 PM – 8:30 AM Central (Night Shift) with rotational weekends Training: Remote, Monday‑Friday, 8:00 AM – 5:00 PM Central (9:00 AM – 6:00 PM Eastern)

As a Night Shift Customer Care Representative at brighthush, you will be the frontline voice of our organization, ensuring that every customer interaction reflects our commitment to excellence, empathy, and confidentiality. You will handle a variety of communication channels—including voice, email, chat, and AI‑powered inquiries—while maintaining the highest standards of accuracy and professionalism.

Key Responsibilities

• Provide exceptional, routine‑complexity customer service across multiple channels (voice, email, chat, fax, and AI interfaces).
• Handle inbound and outbound full‑service calls in a timely manner, following established scripts and procedures.
• Maintain strict confidentiality of all patient and customer data in compliance with HIPAA and internal privacy policies.
• Demonstrate empathy and professionalism when delivering sensitive health information or addressing concerns about test results and services.
• Respond to digital inquiries—such as reporting of patient results, test questions, and service issues—using the appropriate communication platform.
• Support all client groups as needed, adapting to shifting business priorities and workload demands.
• Participate in continuous improvement initiatives, providing feedback on processes, scripts, and technology to enhance customer experience.
• Collaborate with cross‑functional teams (e.g., Quality, Compliance, IT) to resolve complex customer issues and improve service delivery.

Essential Qualifications

• Minimum of 1 year of customer service experience, preferably in a healthcare or laboratory setting.
• Strong verbal and written communication skills in English.
• Proficiency with Microsoft Outlook, Excel, and standard phone systems.
• Ability to work independently in a remote environment while maintaining high productivity and accuracy.
• Excellent problem‑solving skills and a proactive approach to customer inquiries.
• Commitment to maintaining confidentiality and adhering to all regulatory and company policies.

Preferred Qualifications

• Experience in healthcare or laboratory customer support.
• Familiarity with AI‑driven customer service tools and automation platforms.
• Prior exposure to HIPAA compliance and data privacy protocols.
• Demonstrated track record of meeting or exceeding productivity, accuracy, and quality metrics.
• Experience working in a remote or virtual team environment.

Skills & Competencies

• Digital literacy: Comfortable navigating multiple software platforms (Outlook, Excel, chat, automation, AI).
• Customer‑centric mindset: Consistently prioritizes the needs of patients and partners.
• Collaboration: Works effectively with internal teams and external stakeholders.
• Continuous improvement: Seeks opportunities to refine processes and adopt innovative solutions.
• Adaptability: Thrives in a fast‑paced, evolving environment with shifting priorities.
• Time management: Manages workload efficiently during night shift hours and rotational weekends.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as your day‑to‑day responsibilities. As a Night Shift Customer Care Representative, you will have access to:

• Structured onboarding and ongoing training programs that cover product knowledge, compliance, and customer service best practices.
• Mentorship from experienced team members and leaders who are committed to your success.
• Cross‑training opportunities in related roles such as Quality Assurance, Compliance, or Technical Support.
• Access to online learning platforms and certifications that enhance your skill set and marketability.
• Clear career pathways to supervisory, managerial, or specialized technical positions within brighthush.

Work Environment & Company Culture

brighthush fosters a culture that values:

• Customer First: Every decision is made with the patient’s best interest at heart.
• Care: We treat each other with respect, empathy, and genuine concern.
• Collaboration: Teamwork across departments and geographies is essential to our success.
• Continuous Improvement: We challenge ourselves to innovate and refine our processes every day.
• Curiosity: We ask the right questions to uncover deeper insights and solutions.

Our remote model empowers you to balance professional responsibilities with personal life, while our inclusive environment ensures that every voice is heard and valued.

Compensation & Benefits

While specific salary ranges are determined by experience, education, and certifications, brighthush offers a competitive pay structure that includes:

• Base salary commensurate with industry standards for remote night shift roles.
• Annual performance bonus potential for high‑performing employees.
• Comprehensive health benefits (medical, dental, vision) starting on Day 1 for full‑time employees.
• Well‑being programs such as Blueprint for Wellness®, healthyMINDS mental health support, and FinFit financial coaching.
• Paid time off, flexible vacation policies, and 6 holidays plus a personal “MyDay” off.
• 401(k) plan with company match up to 5% after 12 months of service, and Roth IRA options.
• Employee stock purchase plan and life/disability insurance with optional buy‑up.
• Flexible Spending Accounts, matching gift program, and educational assistance through MyQuest for Education.
• Career advancement opportunities and ongoing professional development.

How to Apply

Ready to bring your passion for customer care to brighthush? Click the link below to submit your application and join a team that values excellence, empathy, and innovation.