Remote Customer Service Representative – Lab Services Client Retention & Support (Virginia & North Carolina)

Welcome to brighthush – Where Care Meets Innovation

At brighthush, we are on a mission to improve health every day. As a leading provider of comprehensive laboratory services, we partner with hospitals, physician offices, and health systems across the nation to deliver accurate, timely, and compassionate diagnostic solutions. Our commitment to excellence is reflected in a workforce of nearly 30,000 dedicated professionals who bring diverse perspectives, innovative thinking, and a shared passion for patient‑centered care. If you thrive in a dynamic, remote environment and love turning challenges into opportunities, you’ve found your next great career move.

Position Overview

We are seeking a full‑time, remote Customer Service Representative to join our Lab Services Client Retention team. This role is open to candidates residing in Virginia or North Carolina and offers a flexible day‑shift schedule (8:00 AM – 5:30 PM). While the position is primarily remote, occasional on‑site visits may be required for training or connectivity troubleshooting.

Key Responsibilities

• Serve as the primary point of contact for laboratory clients, handling inbound and outbound communications with professionalism and empathy.
• Manage mail and electronic result retrieval processes, ensuring that patient lab reports are delivered accurately and promptly.
• Resolve client inquiries and issues related to lab results, scheduling, and service delivery, escalating complex cases to appropriate internal teams when necessary.
• Collaborate closely with hospital partners, physician offices, marketing staff, and technical processing teams to maintain seamless service continuity.
• Maintain meticulous data entry records, updating client information, scheduling details, and interaction logs in our CRM system.
• Identify opportunities for service improvement and client retention, providing feedback to leadership on trends and recurring challenges.
• Participate in regular training sessions, webinars, and performance reviews to stay current on laboratory protocols, compliance standards, and customer service best practices.
• Adhere to all privacy, security, and regulatory requirements, including HIPAA, while handling sensitive patient information.

Essential Qualifications

• High school diploma or equivalent; additional post‑secondary education is a plus.
• Minimum of two years’ experience in a customer service role, preferably within a high‑volume call center environment.
• Demonstrated proficiency in data entry with a strong eye for detail and accuracy.
• Prior experience scheduling appointments or coordinating services for healthcare or related industries.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and compassionately.
• Proven problem‑solving abilities and a calm demeanor when handling escalated client concerns.
• Reliable high‑speed internet connection and a dedicated home office space that meets our technical specifications.

Preferred Qualifications

• Experience working with laboratory information systems (LIS) or electronic health record (EHR) platforms.
• Familiarity with HIPAA regulations and best practices for handling protected health information (PHI).
• Previous remote work experience, demonstrating self‑motivation and effective time management.
• Multilingual abilities, especially Spanish, to support a diverse client base.
• Certification in customer service excellence (e.g., CCSP, HDI Customer Service Representative).

Core Skills & Competencies

• Communication: Active listening, clear articulation, and empathetic response techniques.
• Technical Literacy: Comfortable navigating multiple software platforms, CRM tools, and virtual communication suites.
• Organizational Ability: Efficiently manage high call volumes, prioritize tasks, and meet strict turnaround times.
• Team Collaboration: Work seamlessly with cross‑functional teams, sharing insights and supporting collective goals.
• Adaptability: Thrive in a fast‑changing environment, quickly learning new processes and adjusting to evolving client needs.
• Attention to Detail: Accurate data entry and meticulous record‑keeping to ensure compliance and client satisfaction.

Compensation & Benefits – A Package Designed for You

Base Pay: $20.65 – $30.78 per hour, commensurate with experience, location, and market conditions.

In addition to the competitive hourly rate, you may be eligible for shift differentials, overtime, on‑call pay, and performance‑based bonuses. At brighthush, we recognize and reward dedication.

Comprehensive Benefits Suite

• Medical, dental, and vision coverage with multiple plan options.
• Life insurance, short‑term and long‑term disability, and critical illness protection.
• 401(k) / 403(b) retirement plans with employer matching contributions.
• Generous paid time off, including vacation, sick leave, holidays, and parental/family caregiver leave.
• Adoption, fertility, and surrogacy reimbursement up to $10,000.
• Emergency backup care for unexpected family needs.
• Tuition assistance up to $5,250 per year and discounted educational programs through Guild Education.
• Student loan repayment assistance up to $10,000.
• Pet insurance, legal resources, and voluntary supplemental benefits.
• Annual discretionary bonus eligibility based on individual and company performance.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. As a Customer Service Representative, you will have access to:

• Structured onboarding and mentorship programs that pair you with seasoned team members.
• Continuous learning pathways, including webinars, certifications, and tuition reimbursement for relevant coursework.
• Clear career ladders leading to senior client‑service roles, team lead positions, or specialized pathways in lab operations, quality assurance, and health informatics.
• Opportunities to participate in cross‑departmental projects, giving you exposure to broader business functions and strategic initiatives.

Work Environment & Culture at brighthush

Our remote workforce is built on trust, collaboration, and a shared commitment to excellence. Key cultural pillars include:

• Diversity, Inclusion & Belonging: We celebrate a workforce that mirrors the communities we serve, fostering an environment where every voice is heard.
• Innovation: Employees are encouraged to propose new ideas, streamline processes, and leverage technology to improve client experiences.
• Well‑Being: A tobacco‑free workplace, mental‑health resources, and wellness programs support a balanced, healthy lifestyle.
• Community Impact: Through volunteer initiatives and partnerships, we give back to the neighborhoods that inspire our mission.

How to Apply

If you are ready to make a meaningful impact on patient care while advancing your career in a supportive, forward‑thinking organization, we invite you to submit your application today.

Apply To This Job

Join brighthush – Your Next Chapter Starts Here

At brighthush, you will be part of a vibrant team that values integrity, compassion, and continuous improvement. We offer the tools, training, and encouragement you need to excel as a remote Customer Service Representative, delivering exceptional service to our lab clients and ultimately helping improve health outcomes across the nation. Take the next step in your professional journey—apply now and become a vital part of our mission-driven community.