Experienced Remote Customer Support Specialist – Medical Records Processing & Data Exchange – Champion Patient Data Access & Compliance at brighthush

Welcome to brighthush – Pioneering the Future of Health Data Exchange

At brighthush, we are redefining how healthcare decisions are made by turning raw data into actionable insights. Our mission is simple yet powerful: empower every stakeholder—patients, clinicians, payers, and researchers—with precise, timely, and secure health information. By building the largest and most diverse health data network in the United States, we enable life‑science companies, government agencies, and insurance providers to unlock the full potential of data for better outcomes.

When you join brighthush, you become part of a high‑impact, values‑driven culture that celebrates diversity, fosters innovation, and rewards results. Our teams are built from professionals across disciplines, each bringing unique perspectives that fuel our bold vision for a healthier future.

Why brighthush?

brighthush is more than a company; it’s a movement toward a data‑driven healthcare ecosystem. We are committed to:

• Delivering real‑time, compliant data that accelerates clinical research and patient care.
• Maintaining the highest standards of privacy and security through rigorous adherence to HIPAA, GDPR, and other regulatory frameworks.
• Fostering a culture of continuous learning where every team member is encouraged to grow, innovate, and lead.
• Championing diversity, equity, and inclusion so that every voice is heard and valued.

Role Overview: Remote Customer Support Specialist – Medical Records Processing & Data Exchange

We are seeking a dedicated, customer‑centric Remote Customer Support Specialist to become the first point of contact for patients, insurers, and legal representatives seeking medical record status updates. In this full‑time, remote position, you will play a pivotal role in ensuring that our clients receive accurate, timely, and compliant information—upholding brighthush’s reputation for excellence and reliability.

Key Responsibilities

• Handle high‑volume inbound calls and emails from patients, insurers, and attorneys regarding medical record requests and status inquiries.
• Provide real‑time status updates, troubleshoot issues, and resolve inquiries in accordance with regulatory and company policies.
• Document all interactions and data accurately across multiple platforms, utilizing dual‑monitor setups to maintain efficiency.
• Collaborate with cross‑functional teams (Compliance, Data Security, Operations, and Technical Support) to ensure seamless information flow.
• Adhere to strict confidentiality standards, safeguarding patient privacy and data integrity at all times.
• Participate in ongoing training and quality assurance initiatives to continuously improve service quality.
• Support post‑offer health screening processes, including vaccination verification and documentation.
• Track and report call metrics (e.g., average handle time, first‑call resolution) to identify trends and improvement opportunities.
• Contribute to the development and refinement of standard operating procedures and knowledge base articles.

Essential Qualifications

• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• Minimum of 1 year of customer service experience, preferably in a call center or healthcare environment.
• Strong verbal and written communication skills in English.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and comfortable navigating multiple software platforms simultaneously.
• Ability to work independently in a remote setting while maintaining high productivity and accountability.
• Experience with HIPAA or other healthcare compliance standards is a plus.
• Reliable high‑speed internet connection and a quiet, dedicated workspace.
• Strong problem‑solving skills and a proactive approach to troubleshooting.

Preferred Qualifications

• Prior experience in medical records processing or health data management.
• Knowledge of electronic health record (EHR) systems and data exchange protocols.
• Familiarity with call center metrics (e.g., average handle time, first‑call resolution).
• Experience working with dual‑monitor setups and multitasking across platforms.
• Demonstrated commitment to continuous learning and professional development.
• Experience with data‑centric tools such as Salesforce, Zendesk, or similar ticketing systems.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building trust with clients.
• Attention to Detail: Meticulous record‑keeping and adherence to compliance requirements.
• Problem‑Solving: Ability to analyze issues quickly and propose effective solutions.
• Time Management: Efficiently handle multiple tasks in a fast‑paced environment.
• Team Collaboration: Willingness to work with cross‑functional teams to achieve shared goals.
• Adaptability: Comfortable with evolving processes, technologies, and regulatory landscapes.
• Technical Proficiency: Comfortable using dual‑monitor setups, data entry tools, and CRM systems.
• Communication: Clear, concise, and empathetic communication with diverse stakeholders.

Career Growth & Learning Opportunities

At brighthush, your growth is our priority. We offer a structured career ladder that spans from entry‑level support roles to senior operations, compliance, and leadership positions. Our comprehensive training program includes:

• Virtual onboarding and role‑specific training modules.
• Mentorship from experienced brighthushers who provide guidance and feedback.
• Access to internal learning platforms covering data science, compliance, and industry best practices.
• Regular performance reviews and personalized development plans.
• Opportunities to transition into specialized roles such as Data Analyst, Compliance Officer, Product Support Engineer, or Customer Success Manager.
• Annual tuition assistance for approved courses and certifications (e.g., Certified Professional in Healthcare Information Management Systems).

Work Environment & Culture

brighthush embraces a flexible, inclusive culture that values work‑life balance and personal well‑being. As a remote team member, you will enjoy:

• Full flexibility to work from any location that supports a stable internet connection.
• Regular virtual team huddles, social events, and wellness initiatives.
• A collaborative environment where ideas are shared openly and innovation is rewarded.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard and respected.
• Access to a virtual office platform that connects you with colleagues across the globe.
• Company‑provided equipment, including a laptop, monitor, and virtual phone system.

Compensation & Benefits

We offer a competitive hourly rate ranging from $15 to $18.32 USD, commensurate with experience and responsibilities. In addition to base pay, you will receive:

• Paid Time Off (PTO) and holidays.
• Health, vision, and dental insurance plans.
• 401(k) savings plan with company match.
• Tuition assistance for approved courses and certifications.
• Comprehensive onboarding and ongoing training.
• Company‑provided equipment, including a laptop, monitor, and virtual phone system.
• Access to a wellness stipend and mental health resources.
• Employee referral bonus program.

Health & Safety Requirements

To protect our clients and colleagues, brighthush requires post‑offer health screenings and proof of vaccination for flu, Tdap, COVID‑19, and other relevant immunizations. Exemptions may be considered on a case‑by‑case basis for disability, medical contraindications, pregnancy, or religious reasons. All requests are reviewed by brighthush Human Resources.

Equal Opportunity & Non‑Discrimination

brighthush is an Equal Employment Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or any other protected characteristic. For more information on our EEO commitment, please review our EEO Commitment Statement.

Application Process

Ready to make a difference in healthcare data? Click the link below to submit your application. Our recruitment team will review your qualifications and contact you for next steps.

Apply to this role at brighthush

Join brighthush Today

As a Remote Customer Support Specialist, you will play a critical role in ensuring that vital medical information reaches the right hands at the right time. If you are passionate about customer service, thrive in a fast‑paced environment, and want to contribute to a mission that transforms healthcare, we encourage you to apply. Join brighthush and help us build a healthier future, one data point at a time.