Experienced Remote Customer Care Representative – Health & Laboratory Services – Michigan – Competitive Pay & Comprehensive Benefits

About brighthush

brighthush is a leading provider of health and laboratory services that empowers patients and clinicians with reliable, timely, and compassionate care. With a mission to improve health outcomes through data-driven insights and patient-centered support, brighthush has become a trusted partner for hospitals, clinics, and private practices across the United States. Our culture is built on Customer First, Care, Collaboration, Continuous Improvement, and Curiosity, ensuring that every team member feels valued, challenged, and inspired to make a difference.

Role Overview

As a Remote Customer Care Representative at brighthush, you will be the frontline advocate for our patients and partners. Your primary responsibility will be to deliver exceptional, consistent service across multiple communication channels—including voice, email, chat, and AI-driven platforms—while maintaining the highest standards of confidentiality and compliance. You will handle routine and complex inquiries related to test results, service requests, billing, and quality assurance, ensuring that every interaction reflects brighthush’s commitment to excellence.

Key Responsibilities

• Provide timely, accurate, and empathetic support for inbound and outbound full‑service calls, following established scripts and procedures.
• Respond to digital inquiries via telephone, fax, email, and chat regarding patient results, test inquiries, service failures, and other health‑related questions.
• Maintain strict confidentiality of patient and customer information in accordance with HIPAA and internal privacy policies.
• Document all interactions in the customer relationship management (CRM) system, ensuring data integrity and traceability.
• Collaborate with cross‑functional teams—clinical, billing, and quality—to resolve issues and improve service processes.
• Participate in continuous improvement initiatives, providing feedback on workflow efficiencies and customer experience enhancements.
• Adhere to performance metrics, including average handle time, first‑contact resolution, and customer satisfaction scores.
• Support rotational weekend coverage (6 AM–10 PM Eastern) as required, while maintaining a healthy work‑life balance.
• Engage in ongoing training and professional development to stay current with industry best practices and new technologies.

Essential Qualifications

• Minimum of 1 year of customer service experience in a health‑care or laboratory environment.
• Demonstrated ability to handle routine and moderately complex inquiries with accuracy and professionalism.
• Strong verbal and written communication skills, with a clear, friendly, and empathetic tone.
• Proficiency in Microsoft Outlook, Excel, and basic computer navigation.
• Experience using phone systems, chat platforms, and automation tools (e.g., AI chatbots).
• Excellent problem‑solving skills and a proactive approach to identifying and resolving issues.
• Ability to work independently in a remote setting while maintaining high productivity and accountability.
• Strong organizational skills and meticulous attention to detail.
• Commitment to maintaining confidentiality and adhering to regulatory standards.

Preferred Qualifications

• Prior experience in a laboratory or clinical testing environment.
• Knowledge of health‑care billing, coding, or regulatory compliance.
• Experience with CRM systems such as Salesforce or Zendesk.
• Familiarity with AI‑driven customer support tools and digital health platforms.
• Previous exposure to continuous improvement methodologies (Lean, Six Sigma).

Skills & Competencies

• Customer‑centric mindset: always putting the patient’s needs first.
• Empathy and emotional intelligence: handling sensitive health information with care.
• Adaptability: thriving in a fast‑paced, evolving environment.
• Collaboration: working effectively with remote teams across time zones.
• Digital fluency: comfortable navigating multiple software tools and platforms.
• Analytical thinking: identifying root causes and proposing actionable solutions.
• Time management: balancing multiple priorities while meeting performance targets.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You will have access to:

• Comprehensive onboarding and continuous training programs, including live virtual sessions and e‑learning modules.
• Mentorship from senior customer experience leaders.
• Cross‑functional project opportunities that broaden your skill set.
• Clear career pathways—from Customer Care Representative to Team Lead, Operations Manager, or Customer Experience Strategist.
• Annual performance bonus potential based on individual and team metrics.
• Access to industry conferences, webinars, and certifications.

Work Environment & Company Culture

brighthush is committed to fostering an inclusive, collaborative, and innovative workplace. Even though this role is fully remote, you will be part of a vibrant community that values:

• Transparent communication and open feedback loops.
• Work‑life balance, with flexible scheduling and generous paid time off.
• Continuous learning and experimentation.
• Recognition of individual contributions and team achievements.
• Community engagement and volunteer opportunities.

Compensation & Benefits

We offer a competitive hourly rate starting at $17.20, with the potential for annual performance bonuses. In addition to your base pay, you will receive:

• Day‑1 medical, dental, and vision coverage for full‑time employees (30+ hours).
• Best‑in‑class wellness programs, including the Blueprint for Wellness® and healthyMINDS mental health initiative.
• Annual, no‑cost health assessment program.
• Paid vacation, 6 holidays, and 1 “MyDay” off for personal or family needs.
• FinFit financial coaching and services.
• 401(k) plan with pre‑tax and Roth IRA options, plus a company match up to 5% after 12 months.
• Employee stock purchase plan.
• Life and disability insurance, with optional buy‑up coverage.
• Flexible Spending Accounts for medical, dental, and vision expenses.
• Matching gifts program to support charitable causes.
• Education assistance through MyQuest for Education, covering tuition, books, and related costs.
• Professional development stipend and conference travel support.

How to Apply

Ready to join a team that values your expertise and offers a platform for growth? Click the link below to submit your application and take the first step toward a rewarding career at brighthush.

Apply to this position now

Closing Statement

As a Remote Customer Care Representative at brighthush, you will play a pivotal role in ensuring that patients and partners receive the highest level of support and care. Your dedication to accuracy, empathy, and continuous improvement will directly impact the quality of our services and the satisfaction of our customers. If you are a motivated, customer‑focused professional who thrives in a dynamic, technology‑driven environment, we encourage you to apply today and become part of a team that is shaping the future of health and laboratory services.