Experienced Remote Customer Service Support Representative – Healthcare & Diagnostics – Patient & Physician Liaison

About brighthush

brighthush is a global pioneer in laboratory services and drug development solutions, dedicated to transforming the way healthcare providers, researchers, and patients make informed decisions. With a robust network of state‑of‑the‑art laboratories, cutting‑edge data analytics, and intelligent digital platforms, we empower clinicians and scientists to accelerate innovation, improve diagnostic accuracy, and ultimately enhance patient outcomes worldwide. Our mission is simple yet profound: to improve health and improve lives. As we continue to shape the future of healthcare, we invite passionate, customer‑centric professionals to join our dynamic team and make a tangible impact on people’s health across the globe.

Why brighthush?

• Global Reach, Local Impact – Work with partners from hospitals, physician offices, and research institutions across North America, Europe, and Asia.
• Innovation at Scale – Leverage advanced technologies, data‑driven insights, and AI‑powered tools to streamline operations and elevate service quality.
• Career Growth – Access to continuous learning, mentorship, and clear advancement pathways within a fast‑moving industry.
• Inclusive Culture – A workplace that celebrates diversity, fosters belonging, and champions equal opportunity for all employees.
• Competitive Compensation & Benefits – Comprehensive packages that reward performance, support well‑being, and encourage professional development.

Role Overview

As a Remote Customer Service Support Representative at brighthush, you will serve as the vital bridge between our laboratory operations and the external world. You will handle inquiries from physicians, hospital staff, patients, and internal stakeholders, ensuring that every interaction reflects the highest standards of professionalism, accuracy, and empathy. Your role will be pivotal in maintaining the integrity of our diagnostic processes, safeguarding patient data, and driving continuous improvement in customer satisfaction.

Key Responsibilities

• Act as the primary point of contact for all customer and patient inquiries, providing timely, accurate, and courteous support.
• Maintain an in‑depth understanding of laboratory workflows, test panels, specimen handling, and turnaround times across multiple departments.
• Resolve routine requests using internal systems (e.g., Salesforce, LIS, Verint) and established procedures, escalating complex issues as needed.
• Communicate professionally with internal teams and external partners, ensuring clear, concise, and consistent messaging.
• Clarify and confirm customer needs, translating them into actionable solutions that align with operational capabilities.
• Meet or exceed productivity, quality, and service level metrics, contributing to overall team performance.
• Identify root causes of recurring issues and collaborate with cross‑functional teams to implement preventive measures.
• Effectively multitask across multiple systems, channels, and priorities while maintaining a high level of accuracy.
• Research and resolve complex inquiries using databases, reference materials, and subject‑matter experts.
• Review test forms and related documentation for accuracy, correcting discrepancies in accordance with standard operating procedures.
• Support initiatives aimed at enhancing customer satisfaction, process efficiency, and business performance.
• Maintain accurate records and CRM data in strict compliance with HIPAA and other regulatory requirements.
• Troubleshoot basic technical issues (e.g., connectivity, software glitches) to minimize disruptions to service delivery.
• Participate in continuous improvement activities, including training sessions, process reviews, and customer feedback loops.

Essential Qualifications

• High school diploma or GED equivalent.
• Minimum of 2 years’ experience in a customer service role.
• At least 1 year of experience working in a contact center or call center environment.
• Reliable high‑speed internet connection (minimum 50 Mbps download) and a HIPAA‑compliant, distraction‑free workspace.
• Proficiency with Microsoft Office, Salesforce, Verint, and Laboratory Information Systems (LIS).
• Strong verbal and written communication skills, with active listening and empathy.
• Excellent computer literacy, including multitasking across systems and fast, accurate typing.
• Ability to troubleshoot and resolve basic technical issues independently.
• Strong critical thinking, problem‑solving, and organizational skills.
• Self‑motivated, adaptable, and eager to learn new processes and systems.
• Team‑oriented mindset with the ability to collaborate effectively across departments.
• Professional demeanor and strong customer service focus at all times.

Preferred Qualifications

• Associate degree or higher in a related field.
• Experience in a medical or healthcare setting (e.g., physician’s office, hospital, clinical lab).
• Familiarity with medical terminology used in a clinical environment.
• Prior experience with laboratory information systems and diagnostic testing workflows.
• Knowledge of HIPAA regulations and data privacy best practices.

Skills & Competencies

• Customer‑Centric Mindset – Passion for delivering exceptional service and building lasting relationships.
• Communication Excellence – Clear, concise, and empathetic communication across multiple channels.
• Technical Aptitude – Comfortable navigating complex software, databases, and troubleshooting tools.
• Analytical Thinking – Ability to dissect problems, identify root causes, and propose effective solutions.
• Time Management – Prioritize tasks, manage competing deadlines, and maintain high productivity.
• Adaptability – Thrive in a fast‑paced, evolving environment with shifting priorities.
• Collaboration – Work seamlessly with cross‑functional teams to achieve shared goals.
• Integrity & Confidentiality – Uphold the highest standards of data privacy and ethical conduct.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as the work you do. As a Remote Customer Service Support Representative, you will:

• Gain exposure to the full spectrum of laboratory operations, from specimen collection to result reporting.
• Participate in specialized training programs on diagnostic testing, data analytics, and regulatory compliance.
• Earn certifications in customer service excellence, HIPAA compliance, and laboratory information systems.
• Progress into supervisory roles, quality assurance, or process improvement positions within the organization.
• Engage in cross‑departmental projects that shape the future of healthcare delivery and innovation.

Work Environment & Culture at brighthush

Our remote work model empowers you to balance professional responsibilities with personal commitments. You will enjoy:

• Flexible scheduling options, including alternating weekends, to accommodate diverse lifestyles.
• A supportive virtual community with regular team huddles, knowledge sharing sessions, and social events.
• Access to cutting‑edge technology, secure VPN, and IT support to ensure a seamless remote experience.
• A culture that values transparency, continuous feedback, and open communication.
• Recognition programs that celebrate achievements, milestones, and contributions to the organization.

Compensation & Benefits

We offer a competitive hourly rate ranging from $17.75 to $23.00, commensurate with experience and qualifications. For employees scheduled to work 20 or more hours per week, we provide a comprehensive benefits package that includes:

• Medical, Dental, and Vision coverage.
• Life Insurance and Short‑Term/Long‑Term Disability.
• 401(k) retirement plan with company match.
• Paid Time Off (PTO) and Flexible Time Off (FTO).
• Tuition Reimbursement for approved educational courses.
• Employee Stock Purchase Plan.

Part‑time, casual, intern, and temporary employees are eligible for a 401(k) plan and may receive additional benefits based on schedule and tenure. Employees on a 7‑on/7‑off schedule receive all benefits except PTO/FTO.

How to Apply

Ready to join a team that is redefining healthcare? Submit your application through our careers portal. We encourage you to highlight your customer service experience, technical proficiency, and passion for patient care. The application deadline is October 31, 2026.

Equal Opportunity Employer

brighthush is proud to be 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, religion, color, national origin, sex, gender identity, sexual orientation, disability, veteran status, or any other protected characteristic.

Accessibility

If you require assistance or accommodations to apply, please visit our accessibility site or contact our Accessibility Team at [email protected].

Apply Today!

Take the next step in your career and help us improve health and improve lives. Click the link below to apply and become part of the brighthush family.