Experienced Remote Customer Service Support Representative – Healthcare Diagnostics & Lab Operations Specialist

About brighthush

brighthush is a global trailblazer in laboratory services, delivering cutting‑edge diagnostics, data analytics, and technology solutions that empower healthcare providers, researchers, pharmaceutical innovators, and health systems worldwide. By harnessing advanced science, intelligent digital tools, and a vast laboratory network, brighthush is redefining how healthcare decisions are made and how patient outcomes are improved. Our mission is simple yet profound: to advance diagnostics, accelerate innovation, and address the world’s most pressing health challenges.

As we shape the future of healthcare, we are investing in people who share our passion for excellence and impact. Whether you are a seasoned professional or an emerging talent, brighthush offers a platform where your work matters, your career grows, and your contributions directly improve lives around the globe.

Position Overview

We are seeking a Remote Customer Service Support Representative to join our dynamic team. In this role, you will serve as the vital link between brighthush, our diverse clientele—including physician offices, hospital laboratories, and patients—and our internal operations. You will provide timely, accurate, and compassionate support, ensuring that every interaction reflects the high standards of care and service that define brighthush.

Key Responsibilities

• Act as the primary liaison between brighthush, customers, and patients, ensuring clear, professional communication at all times.
• Maintain a deep understanding of laboratory workflows, test processes, and operational protocols across multiple departments.
• Resolve routine inquiries and requests using internal systems, following established procedures and quality guidelines.
• Clarify and confirm customer needs, providing tailored solutions and accurate information on specimen requirements, turnaround times, and test results.
• Meet or exceed productivity, quality, and service metrics, contributing to continuous improvement initiatives.
• Identify root causes of recurring issues and collaborate with cross‑functional teams to implement preventive measures.
• Effectively multitask across concurrent calls, emails, and system updates while maintaining high accuracy.
• Research and resolve complex inquiries using comprehensive databases, laboratory information systems (LIS), and other technical resources.
• Review test forms for completeness and correctness, correcting discrepancies in line with standard operating procedures.
• Support customer satisfaction initiatives, including feedback collection, service improvement projects, and performance analytics.
• Maintain meticulous records and CRM data in strict compliance with HIPAA and other regulatory standards.
• Troubleshoot basic technical issues (e.g., connectivity, software glitches) to minimize disruptions for customers and internal teams.
• Participate in continuous learning activities and team meetings aimed at enhancing customer experience and operational efficiency.

Essential Qualifications

• High school diploma or GED equivalent.
• Minimum of 2 years’ experience in a customer service role, preferably in a contact center environment.
• Strong verbal and written communication skills, with an emphasis on active listening and empathy.
• Proficiency in navigating multiple computer systems simultaneously, with a typing speed of Apply for this job