Experienced Remote Customer Service Representative – West Virginia – 24/7 Contact Center Specialist for Healthcare Transportation & Care Coordination

About brighthush

brighthush is a trailblazing leader in the healthcare transportation and care coordination sector, dedicated to connecting patients with the medical services they need while ensuring a seamless, compassionate experience. With a mission to improve health outcomes through reliable, patient‑centered transportation, brighthush operates across the United States, delivering non‑emergency medical transport, home‑care support, and a suite of digital tools that empower both patients and providers. Our culture is built on integrity, innovation, and a relentless focus on customer satisfaction—values that resonate with every member of our team.

Why Join brighthush?

As a Remote Customer Service Representative, you will be the first point of contact for our members, playing a pivotal role in their journey to better health. Working from the comfort of your own home, you’ll help schedule rides, resolve concerns, and ensure that every interaction reflects the high standards of care that brighthush is known for. In return, we offer a competitive hourly rate, a comprehensive benefits package, and a supportive environment that encourages professional growth and work‑life balance.

Key Responsibilities

• Serve as the primary liaison for members, addressing transportation inquiries and concerns with empathy and accuracy.
• Schedule, modify, and cancel ride reservations in real‑time, ensuring compliance with all regulatory and internal policies.
• Document all member interactions in our CRM system, capturing essential details for future reference and quality assurance.
• Escalate unresolved issues to the appropriate departments, following established escalation protocols.
• Maintain a professional, courteous demeanor at all times, even during high‑volume periods.
• Participate in mandatory training sessions and team meetings, including on‑camera sessions during the first 30 days.
• Support a 24/7/365 contact center environment, with flexible scheduling that may include nights, weekends, and holidays.
• Contribute to continuous improvement initiatives, sharing insights that enhance service quality and operational efficiency.
• Adhere to all company policies, procedures, and compliance requirements, ensuring data privacy and confidentiality.
• Demonstrate a commitment to high‑quality work, meeting or exceeding performance metrics such as call resolution time, customer satisfaction scores, and data entry accuracy.

Essential Qualifications

• High school diploma or equivalent (preferred).
• 0–2 years of contact center or customer service experience, preferably in a high‑volume environment.
• Excellent verbal and written communication skills, with a strong focus on customer empathy.
• Proficiency in typing at a minimum of 35 words per minute.
• Ability to learn new technologies quickly and follow complex instructions.
• Strong organizational skills and attention to detail, ensuring accurate data entry and documentation.
• Self‑motivated and capable of working independently while also thriving as part of a collaborative team.
• Reliable high‑speed internet connection (at least 25 Mbps download, 5 Mbps upload) and a dedicated, secure workspace.
• Willingness to work flexible hours, including nights, weekends, and holidays.

Preferred Qualifications

• Experience in the healthcare or transportation industry.
• Knowledge of HIPAA regulations and data privacy best practices.
• Previous exposure to CRM platforms such as Salesforce or Zendesk.
• Multilingual abilities (any additional language is a plus).
• Prior experience with call‑center metrics and quality assurance programs.

Skills & Competencies

• Customer‑centric mindset with a passion for improving patient experiences.
• Strong problem‑solving skills and the ability to think on your feet.
• Excellent time‑management and multitasking abilities.
• Adaptability to changing priorities and evolving technology.
• High level of professionalism and integrity, especially when handling sensitive information.
• Team‑player attitude, with a willingness to support colleagues and share best practices.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Remote Customer Service Representative, you will have the opportunity to:

• Progress into senior support roles or team lead positions within the contact center.
• Transition into specialized areas such as operations, quality assurance, or training.
• Participate in our tuition reimbursement program, covering up to 100% of eligible courses.
• Attend leadership development workshops and mentorship programs.
• Benefit from cross‑functional projects that broaden your skill set and expose you to different facets of the business.

Work Environment & Culture

brighthush fosters a culture of respect, transparency, and continuous improvement. Even though you’ll be working remotely, you’ll feel connected through:

• Regular virtual team huddles and all‑hands meetings.
• Access to an internal knowledge base and collaborative tools.
• Open communication channels with managers and peers.
• A supportive onboarding program that ensures you’re equipped for success.

Compensation & Benefits

We offer a competitive hourly rate of $12.50 per hour, with the potential for overtime and holiday pay based on schedule requirements. In addition, you’ll receive a comprehensive benefits package that includes:

• Medical, dental, and vision insurance plans.
• Employer‑paid basic life insurance and accidental death & dismemberment coverage.
• Voluntary life insurance options for employees, spouses, and children.
• Health Care and Dependent Care Flexible Spending Accounts.
• Pre‑tax and post‑tax commuter and parking benefits.
• 401(k) retirement savings plan with company match.
• Paid time off (vacation, sick leave, personal days).
• Paid parental leave for new parents.
• Short‑term and long‑term disability coverage.
• Tuition reimbursement for continuing education.
• Employee discounts on retail, hotel, food, car rentals, and more.

Physical Demands & Work Requirements

While this role is primarily remote, you will be required to:

• Maintain a dedicated, secure workspace free from distractions.
• Use a headset and computer for extended periods.
• Occasionally stand, walk, or lift items up to 10 lbs.
• Adhere to a flexible schedule that may include nights, weekends, and holidays.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We consider all applicants without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic.

How to Apply

Ready to make a difference in people’s lives from the comfort of your home? Click the link below to submit your application and join the brighthush family.

For any questions or assistance with your application, please contact us at [email protected].