Experienced Remote Customer Service Support Representative – Healthcare Diagnostics & Patient Care – Brighthush

About Brighthush

Brighthush is a global leader in laboratory services, delivering cutting‑edge diagnostics, data analytics, and technology solutions that empower healthcare providers, researchers, pharmaceutical companies, and health systems worldwide. With a vast network of laboratories and a commitment to scientific excellence, Brighthush is at the forefront of transforming patient care, accelerating research, and addressing some of the world’s most pressing health challenges. Our mission is simple: to improve health and improve lives through innovation, collaboration, and a relentless focus on quality.

Why Join Brighthush?

At Brighthush, you’ll be part of a dynamic, fast‑moving organization that values curiosity, resilience, and a passion for service. As a remote Customer Service Support Representative, you’ll play a pivotal role in connecting patients, physicians, and laboratories, ensuring that critical test results and information reach the right people at the right time. Your work will directly impact patient outcomes, support clinical decision‑making, and help shape the future of healthcare delivery.

Key Responsibilities

• Serve as the primary liaison between Brighthush, external customers (physician offices, hospitals, and patients), and internal stakeholders.
• Maintain a deep understanding of laboratory operations across multiple departments, including specimen handling, testing protocols, and turnaround times.
• Resolve routine and complex customer inquiries using Brighthush’s internal systems, databases, and standard operating procedures.
• Communicate professionally and empathetically with customers, ensuring clarity, accuracy, and timely resolution of issues.
• Clarify and confirm customer needs, providing tailored solutions that meet or exceed expectations.
• Meet or surpass productivity, quality, and service standards set by Brighthush’s Customer Experience team.
• Identify root causes of recurring problems and collaborate with cross‑functional teams to implement preventive measures.
• Effectively multi‑task across multiple systems, including CRM, laboratory information systems (LIS), and Microsoft Office applications.
• Research and resolve complex inquiries, leveraging internal knowledge bases, technical documentation, and subject‑matter experts.
• Review test forms for accuracy, correct discrepancies, and ensure compliance with standard operating procedures.
• Support continuous improvement initiatives aimed at enhancing customer satisfaction and operational performance.
• Maintain accurate, HIPAA‑compliant records and data within the CRM system.
• Troubleshoot basic technical issues (e.g., connectivity, software glitches) to minimize disruptions to service delivery.
• Participate in team meetings, training sessions, and process improvement activities to stay current on best practices and new technologies.

Essential Qualifications

• High school diploma or GED equivalent.
• Minimum of 2 years of experience in a customer service role.
• At least 1 year of experience in a contact center or call center environment.
• Reliable high‑speed internet connection (minimum 50 Mbps download) and a compatible, secure device.
• Proficiency with Microsoft Office, CRM platforms (e.g., Salesforce), and laboratory information systems.
• Strong verbal and written communication skills, with active listening and empathy.
• Ability to troubleshoot and resolve basic technical issues independently.
• Excellent organizational skills, time management, and the ability to multitask in a fast‑paced environment.
• Strong critical thinking, problem‑solving, and ownership mindset.
• Professional demeanor and a customer‑centric focus in all interactions.
• Knowledge of medical terminology used in a clinical setting.

Preferred Qualifications

• Associate degree or higher in a related field.
• Experience in a medical or healthcare environment (e.g., physician’s office, hospital, or laboratory).
• Prior exposure to laboratory information systems (LIS) and healthcare data management.
• Familiarity with HIPAA regulations and data privacy best practices.
• Experience with advanced customer service tools such as Verint or similar platforms.

Skills & Competencies

• Customer‑first mindset with a passion for patient care.
• Exceptional communication and interpersonal skills.
• Strong analytical and problem‑solving abilities.
• Tech‑savvy: comfortable navigating multiple software applications.
• Adaptability and resilience in a dynamic, evolving environment.
• Team collaboration and cross‑functional coordination.
• Commitment to continuous learning and professional growth.

Career Growth & Learning Opportunities

Brighthush is dedicated to nurturing talent and fostering career advancement. As a Customer Service Support Representative, you will:

• Gain exposure to the full spectrum of laboratory operations, from sample collection to result reporting.
• Participate in specialized training programs covering laboratory science, data analytics, and healthcare compliance.
• Access mentorship from senior leaders in customer experience, operations, and clinical services.
• Progress into roles such as Customer Success Manager, Operations Analyst, or Clinical Liaison.
• Benefit from tuition reimbursement and professional development resources to pursue certifications (e.g., Certified Customer Service Professional).

Work Environment & Culture

Brighthush values a culture of inclusion, collaboration, and innovation. Our remote work model empowers employees to maintain a healthy work‑life balance while contributing to a global mission. You’ll be part of a supportive team that celebrates diversity, encourages open communication, and rewards creativity. Our culture is built on:

• Respect for individual perspectives and experiences.
• Commitment to continuous improvement and learning.
• Recognition of achievements through peer‑to‑peer shout‑outs and formal awards.
• Flexibility to adapt to changing priorities and evolving customer needs.

Compensation & Benefits

Competitive hourly rate ranging from $17.75 to $23.00, commensurate with experience and qualifications. In addition to base pay, Brighthush offers a comprehensive benefits package for eligible employees:

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

Eligibility for benefits varies by employment status and schedule. For detailed information, please review the benefits guide on our internal portal.

Schedule & Work Hours

Remote position with a flexible schedule: Monday to Friday, alternating weekends. Standard hours are 9 AM to 5:30 PM Eastern Standard Time. This role requires availability during peak call periods and occasional on‑call support during critical laboratory operations.

Application Window

Apply by October 31, 2026 to be considered for this role. Don’t miss the opportunity to join a team that is shaping the future of healthcare.

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, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), family or parental status, marital status, civil union or domestic partnership status, sexual orientation, gender identity, gender expression, personal appearance, age, veteran status, disability, genetic information, or any other legally protected characteristic. Brighthush also considers applicants with arrest or conviction records in accordance with applicable law.

Accessibility & Accommodations

If you have a disability and need assistance using our online tools to search and apply for jobs, or require an accommodation, please visit our accessibility site or contact us at [email protected]. We are committed to providing a barrier‑free application experience.

How to Apply

Ready to make a real difference in patient care? Click the link below to submit your application and join the Brighthush family.

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Join Brighthush Today

At Brighthush, we’re not just offering a job; we’re offering a career that empowers you to grow, learn, and make a tangible impact on people’s health worldwide. If you’re passionate about customer service, thrive in a fast‑paced environment, and want to be part of a mission that improves lives, we encourage you to apply now. Your expertise and dedication can help us deliver world‑class diagnostics and patient support to communities across the globe.