Experienced Part‑Time Customer Service Representative – Remote & In‑Office Hybrid, Patient‑Centric Healthcare Support Specialist

About brighthush and the Future of Chronic Care

At brighthush, we are redefining how chronic conditions are managed across the United States. By combining a human‑led, digitally‑enabled clinical model with cutting‑edge AI tools such as PropheSee™, we empower patients, providers, and payers to stay ahead of disease progression. Our LivingConnected® platform delivers personalized interventions that improve adherence, reduce hospitalizations, and lower overall care costs. With a national reach that supports over 200,000 patients each year, brighthush is recognized as a Great Place to Work® and a trusted partner for health plans, employers, and manufacturers committed to value‑based care.

Why This Role is a Game‑Changer

If you thrive in a fast‑paced, patient‑centric environment and want to make a tangible difference in people’s lives, this part‑time Customer Service Representative position is your next career move. You’ll enjoy a flexible schedule, competitive pay, paid holidays, and the satisfaction of knowing your work directly supports the health and well‑being of thousands of patients. Whether you’re a seasoned call‑center professional or a recent graduate looking to launch a career in healthcare, brighthush offers the training, mentorship, and growth opportunities you need to succeed.

Key Responsibilities

• Process pharmacy orders accurately and efficiently, ensuring all patient demographics, consent forms, and insurance details are up to date.
• Handle inbound and outbound patient interactions via phone, email, and chat, providing clear explanations of benefits, coverage, and payment options.
• Validate and document required medical documentation, including non‑verbal consent, portal consent, and secure form consent, in compliance with payer and privacy regulations.
• Maintain patient profiles and enrollment records in iPIMS, Parachute Health, and other digital platforms, ensuring data integrity and audit readiness.
• Monitor and manage work queues, prioritizing tasks to meet productivity targets and resolve issues in a timely manner.
• Escalate complex or unresolved issues to the appropriate internal teams (pharmacy technicians, pharmacists, revenue cycle, etc.) while maintaining a high level of customer satisfaction.
• Collaborate with physicians, referral sources, and manufacturing partners to ensure seamless order fulfillment and patient education.
• Track and report on key performance indicators such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) to drive continuous improvement.
• Participate in ongoing training sessions, both remote and in‑office, to stay current on product lines, payer requirements, and regulatory updates.
• Adhere to all company policies, including HIPAA, Medicare, Medicaid, and private insurance guidelines, maintaining the highest level of confidentiality.

Essential Qualifications

• High school diploma or GED equivalent (college coursework preferred).
• Minimum of 6 months experience in healthcare insurance verification, order processing, or call‑center customer service.
• Proficiency with multiple digital platforms and databases (e.g., Microsoft Office Suite, email, to‑do queues).
• Strong attention to detail, data entry accuracy, and organizational skills.
• Excellent verbal and written communication, with the ability to empathize and build rapport with patients and internal stakeholders.
• Ability to work independently and as part of a collaborative team in a high‑volume environment.
• Reliable attendance and flexibility to accommodate occasional evening or weekend shifts.
• Must reside in Roanoke, VA, to attend initial in‑office training.

Preferred Qualifications

• Experience with healthcare billing procedures, insurance reimbursement processes, and government payer requirements.
• Knowledge of HCPCS codes and private insurance guidelines.
• Familiarity with pharmacy order processing workflows and patient consent protocols.
• Previous exposure to healthcare technology platforms such as iPIMS or Parachute Health.
• Demonstrated ability to drive revenue through accurate order processing and upselling of service add‑ons.

Core Skills & Competencies

• Customer‑first mindset with a passion for patient advocacy.
• Problem‑solving agility and the capacity to think on your feet.
• Strong multitasking ability and time‑management skills.
• Adaptability to evolving processes, technologies, and regulatory landscapes.
• Team‑player attitude with a willingness to support colleagues and cross‑functional partners.
• Commitment to continuous learning and professional development.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Service Representative, you’ll gain exposure to the full spectrum of our chronic care ecosystem, positioning you for future roles in operations, clinical coordination, or revenue cycle management. We offer:

• Structured onboarding and mentorship programs.
• Regular skill‑building workshops on healthcare compliance, technology tools, and patient engagement strategies.
• Clear career pathways with internal promotion opportunities.
• Access to industry conferences, webinars, and certifications.

Work Environment & Company Culture

brighthush fosters a culture of transparency, compassion, and innovation. Our values—certainty, compassion, and advancement—guide every decision we make. You’ll work alongside a supportive, professional team that values your input and celebrates collective success. Whether you’re working remotely or in our Roanoke office, you’ll experience:

• Flexible scheduling that respects your work‑life balance.
• A collaborative environment that encourages idea sharing and cross‑departmental collaboration.
• Regular team‑building events, both virtual and in‑person.
• A focus on employee well‑being, with wellness programs and mental health resources.

Compensation, Perks, and Benefits

While specific pay rates are competitive and commensurate with experience, you can expect:

• Base hourly wage plus performance‑based incentives.
• Paid holidays and vacation time.
• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Professional development budget.
• Access to wellness programs and mental health support.
• Remote or hybrid work options (subject to role requirements).

How to Apply

Ready to join a team that is transforming chronic care and making a real difference? Submit your application today and take the first step toward a rewarding career at brighthush. We look forward to learning how your unique skills and passion can help us continue to deliver exceptional patient care.