Experienced Tier 2 Customer Service Representative – Telehealth, Pharmacy Operations & Escalation Specialist at brighthush

About brighthush

brighthush is a trailblazing health‑tech powerhouse that is redefining how people access and experience medical care. By fusing cutting‑edge telehealth platforms, integrated pharmacy services, and proprietary data analytics, we deliver safe, high‑quality, and affordable care to hundreds of thousands of patients across the United States. Our vertically integrated ecosystem—spanning 50‑state licensed providers, in‑house pharmacy and lab integrations, and a seamless digital experience—has earned us a spot on Deloitte’s Fast 500 list and positioned us as one of the fastest‑growing companies in the healthcare technology space.

At brighthush, we believe that technology should empower both patients and providers. Our team of developers, engineers, and customer success experts work hand‑in‑hand to build scalable backend systems, intuitive user interfaces, and robust support workflows that make healthcare smarter, faster, and more accessible. If you’re passionate about leveraging technology to improve lives, brighthush is the place to bring your expertise to the next level.

Why Join brighthush?

• Impactful Work: Every interaction you handle directly influences patient satisfaction, medication adherence, and overall health outcomes.
• Career Growth: We invest heavily in professional development, offering mentorship, cross‑functional training, and clear promotion pathways from Tier 1 to Tier 3 and beyond.
• Innovative Culture: Our collaborative environment encourages experimentation, continuous learning, and the freedom to propose new ideas that shape the future of virtual care.
• Competitive Compensation & Benefits: Earn $24‑$26 per hour, enjoy comprehensive health coverage, a 401(k) plan with company match, paid time off, and more.
• Remote Flexibility: Work from anywhere in the United States (or New York City) with a flexible schedule that supports work‑life balance.

Role Overview

The Tier 2 Customer Service Representative (CSR II) at brighthush serves as the frontline escalation hub for all patient inquiries across our five telehealth verticals—weight management, women’s health, men’s health, urgent care, and mental health. You will be the trusted resource for both our frontline CSR I agents and our pharmacy partners, ensuring that every patient receives timely, accurate, and empathetic support. This role is non‑clinical but requires a deep understanding of our care pathways, billing processes, and pharmacy operations.

Key Responsibilities

• Frontline Support (80% of time): Handle inbound calls, live chat, email, SMS, and portal messages, providing real‑time assistance while acting as a backup for CSR I chat queues when supervisors are unavailable.
• Escalation Management: Serve as the first escalation point for CSR I cases that exceed their authority. Resolve complex billing, account, and order issues, and de‑escalate upset patients with professionalism and empathy.
• Clinical Escalation Protocol: Immediately route any clinical concerns, adverse events, or safety issues to licensed clinical staff per established SOPs—ensuring patient safety remains paramount.
• Pharmacy Operations Liaison: Identify stalled orders, initiate escalations to partner pharmacies via email or Jira, and track each case to resolution. Manage shipment claims for lost, damaged, or delayed packages, ensuring replacements or refunds align with SOPs.
• Patient Outreach for Stuck Orders: Contact patients with incomplete or incorrect address information via phone, SMS, or portal messages, collect accurate details, and forward them to pharmacies to expedite shipping.
• Live Chat Coverage: Manage multiple concurrent chats during assigned shifts, maintaining high quality and empathy across every conversation.
• Outbound Outreach: Conduct appointment reminders, onboarding check‑ins, refill reminders, subscription renewals, retention/win‑back outreach, and satisfaction follow‑ups as required by shift schedules.
• Account & Scheduling Support: Assist with account, subscription, and scheduling issues, providing status updates on orders and fulfillment without interpreting medical dosing or treatment efficacy.
• Identity Verification: Confirm patient identity in accordance with HIPAA and company policy before disclosing any protected health information.
• Billing & Payment Handling: Process or route billing, payment, refund, and cancellation requests within defined policy limits.
• Documentation & Knowledge Management: Log complete, accurate notes in the CRM/helpdesk/telephony platform, tag interactions by channel, vertical, and issue type, and report knowledge base gaps or recurring questions to the Team Lead.
• Trend Identification: Flag emerging issues such as platform bugs, shipping delays, pharmacy backorders, or carrier problems, and report them to leadership for continuous improvement.
• Performance Metrics: Meet individual KPIs across all channels—response time, resolution rate, quality score, and CSAT—within each shift.
• Policy & Training Compliance: Complete required training on workflows, promotions, and policy changes across all five verticals, staying current on all updates.

Essential Qualifications

• High school diploma or equivalent.
• Minimum 1 year of customer service experience (phone‑based, chat/digital, or a blend of both).
• Exceptional written and verbal communication skills—clear, empathetic, and accurate across all formats.
• Proficiency navigating multiple software systems simultaneously (CRM/helpdesk, telephony, telehealth platform, knowledge base, pharmacy escalation tools such as email and Jira).
• Ability to type efficiently while on a live call and manage multiple concurrent chats when off the phone.
• Willingness to be trained on and consistently follow HIPAA/PHI handling requirements.
• Cross‑vertical fluency: Ability to learn and apply program information across all five telehealth verticals from day one.

Preferred Qualifications

• 12 + months of experience in healthcare, telehealth, pharmacy, or e‑commerce fulfillment customer service.
• Experience with shipping carriers, claims, or order exception handling.
• Familiarity with Jira or a similar ticketing tool.
• Outbound sales, retention, or win‑back call experience.
• Knowledge of subscription/e‑commerce billing models.
• Bilingual proficiency (Spanish/English or other) is a plus.

Skills & Competencies

• Strong problem‑solving and analytical thinking.
• High emotional intelligence and conflict‑resolution skills.
• Adaptability in a fast‑paced, evolving environment.
• Team collaboration and peer‑support mindset.
• Attention to detail and meticulous documentation habits.
• Time‑management and prioritization under shifting demands.

Career Growth & Learning Opportunities

At brighthush, we’re committed to nurturing talent. As a CSR II, you’ll have the chance to:

• Progress to Tier 3 or Senior CSR roles, taking on more complex escalations and leadership responsibilities.
• Transition into specialized tracks such as Pharmacy Operations Manager, Customer Experience Lead, or Product Support Engineer.
• Participate in cross‑functional projects—working with engineering, product, and compliance teams to shape new features and policies.
• Access a robust learning portal featuring courses on HIPAA compliance, advanced customer service techniques, and industry best practices.
• Earn certifications in customer success, telehealth operations, or pharmacy logistics.

Work Environment & Culture

brighthush thrives on a culture of transparency, innovation, and mutual respect. Our remote-first model empowers you to work from anywhere in the U.S., while our weekly virtual town halls, hackathons, and wellness programs keep the team connected and energized. We celebrate diversity, encourage continuous learning, and reward initiative—whether you’re troubleshooting a complex order or proposing a new customer‑centric feature.

Compensation & Benefits

• Hourly Rate: $24‑$26 per hour, commensurate with experience.
• Health Coverage: Comprehensive medical, dental, and vision plans.
• Retirement: 401(k) with company match and Roth 401(k) options.
• Insurance: Basic life, voluntary life, and accidental death & dismemberment coverage.
• Paid Time Off: Generous PTO, paid holidays, and short‑term disability.
• Professional Development: Paid training, conference stipends, and tuition reimbursement for relevant courses.
• Wellness & Flexibility: Remote work, flexible scheduling, and mental health resources.

How to Apply

If you’re ready to make a tangible difference in patient care while advancing your career in a dynamic, tech‑driven environment, we want to hear from you. Click the link below to submit your application and join the brighthush team.

Apply to this position now

Closing Statement

At brighthush, every call, chat, and email is an opportunity to transform a patient’s experience. As a Tier 2 Customer Service Representative, you’ll be at the heart of that transformation—bridging the gap between technology and human care. Bring your passion for service, your knack for problem‑solving, and your desire to grow in a forward‑thinking company. Together, we’ll build a healthier, more connected future.