Experienced Remote Customer Care Representative – Healthcare & Laboratory Services – Patient Support Specialist at brighthush

About brighthush

brighthush is a forward‑thinking leader in the healthcare and laboratory services sector, dedicated to delivering patient‑centric care and reliable laboratory solutions across the United States. With a mission to empower patients and healthcare providers through clear communication, accurate information, and compassionate support, brighthush has become synonymous with trust, quality, and innovation. Our remote workforce is the backbone of our service delivery, enabling us to reach patients wherever they are while maintaining the highest standards of confidentiality and professionalism.

Why Join brighthush?

At brighthush, you’ll be part of a culture that values continuous improvement, empathy, and data‑driven decision making. We believe that every interaction can make a difference in a patient’s journey, and we reward excellence with competitive pay, performance bonuses, and a comprehensive benefits package. Whether you’re a seasoned customer service professional or just starting your career in healthcare, brighthush offers a supportive environment where you can grow, learn, and thrive.

Role Overview

As a Remote Customer Care Representative, you will be the first point of contact for patients and healthcare partners seeking information about laboratory tests, results, and services. Your primary responsibility will be to provide accurate, empathetic, and timely assistance across multiple communication channels while safeguarding patient confidentiality. This role is essential to maintaining the high level of customer satisfaction that brighthush is known for.

Key Responsibilities

• Patient & Partner Support: Handle inbound and outbound calls, emails, chats, and other digital communications, ensuring each interaction is courteous, professional, and compliant with privacy regulations.
• Information Accuracy: Deliver precise test results, appointment details, and service information, following established scripts and procedures to maintain consistency.
• Confidentiality Management: Protect all patient and customer data in accordance with HIPAA and internal security protocols.
• Problem Resolution: Address and resolve inquiries related to test results, billing, scheduling, and general service concerns, escalating complex issues to the appropriate teams when necessary.
• Data Entry & Documentation: Log all interactions accurately in the CRM system, ensuring up‑to‑date records for follow‑up and quality audits.
• Continuous Improvement: Participate in training sessions, feedback loops, and process improvement initiatives to enhance service quality and operational efficiency.
• Team Collaboration: Work closely with other customer care agents, lab technicians, and quality assurance teams to ensure seamless patient experiences.
• Performance Metrics: Meet or exceed key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores.

Essential Qualifications

• Minimum of 1 year of customer service experience, preferably in a healthcare or laboratory environment.
• Strong verbal and written communication skills, with the ability to explain complex medical information in a clear, empathetic manner.
• Proficiency with digital tools including Microsoft Outlook, Excel, phone systems, chat platforms, and basic automation/AI tools.
• High attention to detail and a commitment to accuracy, quality, and compliance.
• Experience handling confidential information and adherence to HIPAA or similar privacy standards.
• Self‑motivated, with a proven track record of meeting productivity and quality benchmarks.

Preferred Qualifications

• Prior experience in a clinical or laboratory setting, dealing with test results and patient inquiries.
• Knowledge of laboratory processes, test types, and common patient concerns.
• Experience with customer relationship management (CRM) systems and call‑center software.
• Certification or coursework in healthcare administration, health information management, or a related field.
• Multilingual abilities, especially in Spanish, to serve a diverse patient population.

Core Competencies

• Empathy & Compassion: Ability to connect with patients and understand their concerns.
• Problem‑Solving: Quick thinking and resourcefulness in resolving issues efficiently.
• Adaptability: Comfortable working in a fast‑paced, evolving environment.
• Team Player: Collaborative mindset, ready to support colleagues and share best practices.
• Tech Savvy: Comfortable learning new software and tools on the fly.

Career Growth & Learning Opportunities

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

• Structured onboarding and continuous training programs covering customer service excellence, healthcare regulations, and technology tools.
• Mentorship from senior agents and managers, fostering skill growth and career progression.
• Internal career pathways, including opportunities to move into supervisory roles, quality assurance, or specialized clinical support positions.
• Access to industry conferences, webinars, and certifications that enhance your expertise and marketability.

Work Environment & Culture

Working remotely from the comfort of your home, you’ll enjoy a flexible schedule that aligns with your life while meeting the needs of our patients. Our culture is built on:

• Open communication channels, with regular virtual town halls and team check‑ins.
• A focus on work‑life balance, offering flexible hours and generous time‑off policies.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.
• Recognition programs that celebrate outstanding performance and innovation.

Compensation & Benefits

Base Pay: Starting at $17.20 per hour, with potential for hourly increases based on performance, experience, and skill set.

Performance Bonus: Eligible for an annual bonus tied to individual and team metrics.

Benefits (Full‑time, 30+ hrs/week)

• Medical, dental, and vision coverage starting Day 1.
• Well‑being programs, including mental health support and counseling services.
• Paid vacation, flexible health time, and a personal day off.
• Six recognized holidays plus an additional personal day.
• 401(k) plan with company match up to 5% after 12 months of service.
• Employee stock purchase plan and life & disability insurance with buy‑up options.
• Flexible spending accounts for health and dependent care.
• Matching gifts program to support charitable causes.
• Financial coaching and services to help you manage personal finances.
• Education assistance for continuing education and professional development.

Equal Opportunity Statement

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, or any other protected status.

How to Apply

If you’re passionate about delivering exceptional patient support and thrive in a dynamic, remote setting, we encourage you to apply today. Join brighthush and help us transform the way patients experience healthcare communication.