Inbound Customer Service Representative – Remote Patient Support & Pharmacy Operations for Personalized Medicine at brighthush

About brighthush – Pioneering Personalized Medicine

At brighthush we are redefining the way medication is delivered. As a specialty compounding pharmacy, we create tailor‑made medicines that address the unique needs of patients battling chronic pain, participating in clinical trials, or seeking holistic wellness solutions. With state‑of‑the‑art facilities in Tampa, Las Vegas, New Jersey, and San Diego, our multidisciplinary teams blend scientific rigor, compassionate care, and cutting‑edge technology to improve lives every day. Our rapid growth is fueled by a culture of innovation, quality, and relentless dedication – and we are looking for enthusiastic professionals to join us on this exciting journey.

Position Overview – Inbound Customer Service Representative (Remote)

As an Inbound Customer Service Representative at brighthush, you will be the first point of contact for patients, healthcare providers, sales partners, and internal pharmacy teams. Your role is pivotal in ensuring a seamless, secure, and empathetic experience for every individual who reaches out for assistance. This is a full‑time, Monday‑through‑Friday remote position (9:00 AM – 5:30 PM EST) with occasional on‑site pharmacy support when business needs arise.

Key Responsibilities

• Secure Communication: Safeguard Protected Health Information (PHI) in strict accordance with HIPAA regulations, ensuring every interaction meets the highest privacy standards.
• Inbound Call Management: Answer incoming calls promptly between 8:00 AM – 5:30 PM EST, providing accurate information, troubleshooting issues, and guiding callers through brighthush’s processes.
• Escalation Resolution: Apply brighthush’s Standard Operating Procedures (SOPs) to resolve escalated concerns, collaborating with pharmacy, sales, and clinical teams as needed.
• Outbound Outreach: Conduct outbound calls and follow‑up assignments that support customer satisfaction, medication adherence, and post‑service feedback.
• Work Triage & Confirmation: Efficiently triage tasks to appropriate departments, confirming order status, prescription details, and delivery timelines.
• On‑Site Pharmacy Support: When required, report to a brighthush pharmacy location to assist with high‑volume periods, special projects, or critical incidents.
• Documentation & Reporting: Accurately log interactions in the CRM system, maintain detailed notes, and generate reports that help improve service quality.
• Continuous Improvement: Identify trends in customer inquiries, suggest process enhancements, and participate in regular training sessions to stay current with industry best practices.

Essential Qualifications

• High school diploma or GED; additional education in health‑care or business administration is a plus.
• Active, current Pharmacy Technician license in the state where the supporting pharmacy is located, with all required registrations up to date.
• Proficiency with Microsoft Windows, Office 365 Suite, and Microsoft Teams; ability to type accurately and efficiently (minimum 60 wpm).
• Exceptional verbal and written communication skills in English; clear, compassionate, and professional tone.
• Demonstrated ability to handle confidential information responsibly and adhere to HIPAA compliance.
• Strong problem‑solving aptitude, with a customer‑first mindset and the capacity to remain calm under pressure.

Preferred Qualifications & Additional Skills

• Experience in a pharmacy, clinical trial, or healthcare call‑center environment.
• Familiarity with compounding pharmacy workflows, medication safety protocols, and clinical terminology.
• Knowledge of CRM platforms (e.g., Salesforce, Zendesk) and ticketing systems.
• Multilingual abilities, especially Spanish, to serve a diverse patient population.
• Certification in Customer Service Excellence or related fields.

Core Competencies for Success

• Empathy & Active Listening: Ability to understand patient concerns, convey reassurance, and tailor responses to individual needs.
• Attention to Detail: Precise documentation and verification of prescription information, dosage instructions, and delivery schedules.
• Time Management: Efficiently juggle multiple calls, tasks, and follow‑ups while meeting service level agreements.
• Team Collaboration: Work closely with pharmacists, sales representatives, and clinical researchers to resolve complex issues.
• Adaptability: Thrive in a fast‑growing environment where priorities shift and new technologies are introduced regularly.

Why Join brighthush? – Culture, Growth, and Benefits

Culture of Innovation & Inclusion

At brighthush, we celebrate curiosity, creativity, and collaboration. Our remote‑first model empowers employees to work from anywhere while staying connected through virtual huddles, mentorship programs, and regular town‑hall meetings. Diversity is woven into the fabric of our organization; we believe that a variety of perspectives fuels better solutions for patients worldwide.

Career Development & Learning Opportunities

• Continuous Education: Access to tuition reimbursement, industry certifications, and internal training modules focused on pharmacy operations, regulatory compliance, and customer experience.
• Mentorship & Coaching: Pairing with senior pharmacy technicians and customer service leaders to accelerate skill development.
• Clear Advancement Path: Opportunities to progress into senior technician roles, team lead positions, or specialized areas such as clinical trial support and quality assurance.
• Cross‑Functional Exposure: Collaborative projects with research, sales, and product development teams broaden your professional horizon.

Compensation, Perks, and Benefits

• Competitive Salary: Market‑aligned base pay with performance‑based incentives.
• Comprehensive Benefits Package: Medical, dental, vision, 401(k) with company match, and paid volunteer time off (VTO) to give back to your community.
• Flexible Work Arrangement: Fully remote role with a stipend for home‑office equipment and internet connectivity.
• Wellness Programs: Access to mental‑health resources, virtual fitness classes, and employee assistance programs.
• Recognition & Rewards: Quarterly awards, peer‑nominated accolades, and celebration of milestones.
• Drug‑Free Workplace: Commitment to a safe, healthy environment for all employees.

Work Environment & Daily Life

While the position is remote, you will be expected to maintain a HIPAA‑compliant workspace—quiet, private, and equipped with a reliable computer and high‑speed internet. Your typical day will involve a blend of inbound calls, collaborative virtual meetings, documentation, and occasional on‑site pharmacy visits to support peak periods or special initiatives. The role demands extended periods of sitting and screen time, so we encourage regular breaks and ergonomic best practices.

How to Apply – Take the Next Step with brighthush

If you are passionate about delivering compassionate, high‑quality service in the fast‑evolving world of personalized medicine, we want to hear from you. Submit your application online, include your salary expectations, and let us know why you would be a perfect fit for the brighthush family. Please note that we do not accept phone calls or agency referrals for this position.

Join brighthush today and become a vital part of a mission‑driven team that is shaping the future of healthcare—one customized prescription at a time.