Remote Customer Care Representative – Healthcare & Laboratory Services – Patient Support Specialist at brighthush

Introduction

Are you passionate about making a tangible difference in people’s lives? Do you thrive in a fast‑moving, technology‑driven environment where every interaction can improve a patient’s experience? brighthush, a leading innovator in healthcare and laboratory services, is looking for a dedicated Remote Customer Care Representative to join our expanding virtual team. This role is more than a job – it’s an opportunity to be the friendly, knowledgeable voice that patients and partners rely on for accurate, compassionate support.

About brighthush

brighthush has built a reputation for delivering reliable, patient‑focused care across a broad spectrum of laboratory services. From routine blood tests to complex diagnostic panels, we partner with clinicians, laboratories, and patients to ensure that high‑quality health information is accessible, accurate, and delivered with empathy. Our mission is simple: to empower patients with the information they need, when they need it, in a way that feels personal and trustworthy.

Operating entirely in a remote-first model, brighthush offers the flexibility and autonomy that modern professionals demand. Our culture is built on continuous improvement, data‑driven decision making, and a commitment to diversity, equity, and inclusion. We invest heavily in employee development, wellness, and a comprehensive benefits package that supports both your professional growth and personal well‑being.

Key Responsibilities

• Patient & Client Support: Handle inbound and outbound calls, emails, chats, and fax inquiries with professionalism and empathy, ensuring every patient feels heard and respected.
• Information Accuracy: Provide clear, accurate answers regarding test results, scheduling, billing, and general service inquiries, following established scripts and protocols.
• Confidentiality & Compliance: Safeguard all patient data in accordance with HIPAA and internal privacy policies, maintaining strict confidentiality at all times.
• Multichannel Communication: Manage communications across telephone, email, chat, and other digital platforms, ensuring a seamless experience regardless of the channel.
• Process Improvement: Identify recurring issues or bottlenecks and collaborate with cross‑functional teams to refine workflows, scripts, and knowledge bases.
• Team Collaboration: Support client groups as needed, stepping in during peak periods or special projects to maintain service levels.
• Performance Metrics: Meet or exceed productivity, accuracy, and quality benchmarks set by the organization, contributing to overall team success.

Essential Qualifications

• Minimum of one year of customer service experience, preferably in a healthcare or laboratory setting.
• Demonstrated ability to deliver exceptional customer service, meeting or surpassing productivity and quality standards.
• Strong focus on accuracy, quality, and consistency in all interactions.
• Proficiency with digital tools such as Outlook, Excel, phone systems, chat platforms, and basic automation/AI tools.
• Excellent verbal and written communication skills in English.
• Ability to thrive in a continuous improvement environment, embracing new technologies and processes.

Preferred Qualifications

• Experience in a remote or virtual customer support role.
• Knowledge of HIPAA regulations and patient privacy best practices.
• Familiarity with laboratory information systems (LIS) or electronic health record (EHR) platforms.
• Previous exposure to call center metrics such as AHT (Average Handle Time), CSAT (Customer Satisfaction), and NPS (Net Promoter Score).
• Multilingual capabilities or experience serving diverse patient populations.

Skills & Competencies

• Empathy & Emotional Intelligence: Ability to understand and respond to patient concerns with genuine care.
• Problem‑Solving: Quick thinking and resourcefulness in resolving complex inquiries.
• Adaptability: Comfortable with evolving processes, new software, and shifting priorities.
• Team Player: Collaborative mindset, ready to support colleagues and share best practices.
• Time Management: Efficiently handle multiple tasks while maintaining high quality.
• Tech Savvy: Comfortable navigating multiple digital platforms and troubleshooting basic technical issues.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Remote Customer Care Representative, you’ll have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on new technologies, industry regulations, and customer service best practices.
• Clear career pathways: Customer Support Specialist → Senior Support Specialist → Team Lead → Manager → Director.
• Opportunities to cross‑train in related functions such as quality assurance, compliance, or product support.
• Access to an internal learning portal featuring courses on healthcare compliance, communication skills, and data analytics.

Work Environment & Company Culture

brighthush’s remote-first culture means you can work from anywhere while staying connected to a vibrant, collaborative team. We value:

• Flexibility: Choose your own schedule within core hours to balance work and life.
• Transparency: Open communication channels with leadership and peers.
• Innovation: A culture that encourages experimentation and embraces new ideas.
• Diversity & Inclusion: A workforce that reflects the communities we serve, with inclusive policies and support networks.
• Well‑being: Regular virtual wellness events, mental health resources, and a supportive environment.

Compensation & Benefits

We offer a competitive compensation package designed to reward your expertise and dedication:

• Base Pay: Starting at $17.20 per hour, with potential for increases based on performance and tenure.
• Performance Bonus: Eligibility for an annual bonus tied to individual and team metrics.
• Health & Wellness: Day‑one medical, dental, and vision coverage for full‑time employees (30+ hours per week).
• Well‑being Programs: Access to mental health support, financial coaching, and wellness resources.
• Paid Time Off: Vacation, flexible health days, six recognized holidays, and an additional personal day.
• Retirement Plans: 401(k) with company match up to 5% after 12 months of service.
• Stock & Equity: Employee stock purchase plan to share in our success.
• Insurance: Life and disability coverage with optional buy‑up plans.
• Flexible Spending Accounts: Health and dependent care FSA options.
• Matching Gifts: Company matching for charitable donations.
• Education Assistance: Tuition reimbursement and professional development support.

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, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

How to Apply

Ready to join a team that values your expertise and supports your growth? Click the link below to submit your application and take the first step toward a rewarding career at brighthush.