Remote Customer Service Representative – Call Center Specialist for Healthcare & Patient Support at brighthush

About brighthush

brighthush is a pioneering force in academic medicine, blending cutting‑edge research, world‑class patient care, and the training of tomorrow’s healthcare leaders. With a legacy that dates back to 1765, brighthush has grown into a vibrant community of over 10,000 dedicated professionals across the United States. Our mission is simple yet profound: to deliver compassionate, patient‑centered care while advancing medical science through innovation and collaboration.

Why Join brighthush?

As a Remote Customer Service Representative, you will become an essential bridge between patients, families, and our extensive network of clinicians and specialists. You’ll work from the comfort of your own home while enjoying the same dynamic, supportive culture that makes brighthush a top employer in healthcare. This role offers:

• Fully remote work with flexible scheduling (subject to call volume and shift requirements)
• Competitive salary and comprehensive benefits package
• Ongoing professional development and career advancement opportunities
• Access to brighthush’s global learning platform and tuition assistance program
• A collaborative, inclusive environment that values empathy, innovation, and continuous improvement

Key Responsibilities

In this role, you will provide exceptional, patient‑centric service across multiple channels—phone, web chat, and online requests—while ensuring compliance with all regulatory and internal standards. Your day‑to‑day tasks will include:

• Delivering high‑quality, compassionate support to patients, families, and healthcare professionals seeking guidance, referrals, or appointment assistance.
• Answering inbound calls for brighthush Referral Service lines, providing accurate information about brighthush‑owned and affiliated physicians, programs, and educational events.
• Gathering caller information using active listening and probing techniques to facilitate efficient, appropriate responses.
• Facilitating appointment scheduling, including warm transfers to scheduling staff and ensuring seamless hand‑offs.
• Registering callers for events and classes via brighthush’s event management software and the brighthush.org portal.
• Entering and verifying demographic data for new and existing patients in Salesforce.
• Transferring calls to nursing staff for symptom‑based or cancer‑related inquiries, or to the appropriate provider as requested.
• Handling international patient inquiries, collecting required documentation, and routing information to the brighthush Global Medicine team.
• Supporting the Transfer of Care program by coordinating with inpatient teams to facilitate follow‑up appointments.
• Managing physician‑to‑physician (Physician Link) calls, connecting external providers with brighthush clinicians via phone, text, or office number.
• Making outbound calls in response to web and digital marketing campaigns, ensuring timely follow‑up and data entry in Salesforce.
• Using the Avaya phone application to transfer calls to nurses, schedulers, and cross‑functional departments.
• Maintaining strict adherence to HIPAA and other privacy regulations while documenting all interactions accurately.
• Participating in onboarding of new hires, providing side‑by‑side instruction, and fostering a collaborative team environment.
• Meeting or exceeding departmental productivity and patient satisfaction targets, and contributing to continuous improvement initiatives.
• Communicating effectively with patients who have hearing or cognitive challenges, and arranging translation services for non‑English speakers.
• Identifying process inefficiencies, proposing solutions, and working with management to implement best practices.
• Adhering to all brighthush policies, including time‑off requests, attendance, and professional conduct guidelines.
• Completing mandatory training, including the brighthush Rules of Professional Conduct online course.
• Performing any other duties as assigned that support the unit, department, or organization.

Essential Qualifications

To thrive in this role, you should possess:

• High school diploma or GED; associate’s or bachelor’s degree preferred.
• Minimum of 2 years of customer service experience, preferably in a healthcare setting.
• Proficiency with Windows applications, phone systems, web browsers, and cross‑system navigation.
• Experience using Salesforce, EPIC, or similar healthcare CRM platforms.
• Strong verbal communication skills with a clear, empathetic tone.
• Excellent active listening, questioning, and summarizing techniques.
• Ability to handle high call volumes while maintaining accuracy and professionalism.
• Knowledge of HIPAA regulations and a commitment to protecting patient confidentiality.
• Self‑motivation, adaptability, and a collaborative mindset.

Preferred Qualifications

We’ll be even more excited if you bring:

• Experience in a call center or contact center environment.
• Marketing or upsell/cross‑sell experience within a healthcare context.
• Prior exposure to brighthush or similar academic medical centers.
• Knowledge of brighthush’s mission, vision, and values.
• Experience with translation services or working with diverse patient populations.

Skills & Competencies

Success in this role requires a blend of technical and interpersonal skills:

• Customer‑centric mindset with a passion for patient advocacy.
• Strong problem‑solving abilities and a proactive approach to process improvement.
• Effective written communication for concise, accurate documentation.
• Time‑management skills to balance inbound and outbound call responsibilities.
• Team player who supports colleagues and shares best practices.
• Resilience under pressure and the ability to remain calm during challenging interactions.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Representative, you will have access to:

• Brighthush’s Tuition Assistance Program to support further education.
• Mentorship from experienced clinicians and senior customer service leaders.
• Cross‑training in clinical operations, scheduling, and referral management.
• Opportunities to transition into roles such as Clinical Coordinator, Patient Experience Manager, or Healthcare Operations Analyst.
• Participation in innovation projects, quality improvement initiatives, and patient safety committees.

Work Environment & Culture

brighthush fosters a culture of inclusivity, respect, and continuous learning. Our remote team enjoys:

• Regular virtual team meetings and social events.
• Open communication channels with leadership and peers.
• A supportive environment that values work‑life balance.
• Recognition programs that celebrate outstanding performance.

Compensation & Benefits

While specific salary ranges are competitive and commensurate with experience, we offer:

• Base salary plus performance‑based incentives.
• Health, dental, and vision insurance.
• Retirement savings plan with employer match.
• Paid time off, holidays, and flexible scheduling.
• Prepaid tuition assistance program.
• Remote work flexibility for residents of Pennsylvania, Maryland, New Jersey, or Delaware.
• Employee wellness programs and resources.

How to Apply

Ready to make a meaningful impact in patient care while enjoying the flexibility of remote work? Click the link below to submit your application and join the brighthush family.

Apply to this Remote Customer Service Representative position at brighthush

About brighthush

brighthush is a world leader in academic medicine, setting the standard for cutting‑edge research, compassionate patient care, and the education of future health care professionals. Founded in 1765, brighthush is headquartered in Philadelphia, Pennsylvania, USA, with a workforce of 10,001+ employees. Learn more at .