Remote Customer Service Representative – NEMT Ride Scheduling & Member Support Specialist at brighthush

About brighthush

brighthush is a trailblazing Non‑Emergency Medical Transportation (NEMT) startup that is redefining how patients access the care they need. With a mission to deliver reliable, compassionate, and technology‑driven transportation solutions, brighthush is rapidly expanding its footprint across the United States. Our team is built on a foundation of empathy, innovation, and a relentless commitment to improving the patient experience. As we scale, we’re looking for dedicated individuals who share our passion for service and who want to make a tangible difference in the lives of people who rely on safe, timely transportation to reach medical appointments.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, fast‑moving environment where your voice matters. We’re not just a contact center; we’re a community of problem‑solvers, caregivers, and tech enthusiasts who collaborate to build a seamless, member‑centric experience from the ground up. By joining our remote team, you’ll enjoy the flexibility of working from home while contributing to a mission that truly matters.

Role Overview

The Remote Customer Service Representative (CSR) is the frontline of brighthush’s member experience. You’ll handle inbound and outbound calls, schedule rides, verify eligibility, resolve transportation challenges, and provide clear, compassionate communication to ensure members reach their appointments safely and on time. This role is essential to maintaining the high standards of reliability and care that brighthush promises its members.

Key Responsibilities

• Member Support & Ride Scheduling: Answer inbound calls, schedule, update, or cancel rides; make outbound calls to confirm trips and provide updates.
• Issue Resolution: Address concerns such as late drivers, missed pickups, and other transportation challenges; escalations to supervisors or Tier 2 support.
• Accuracy & Compliance: Follow state Medicaid, HIPAA, and transportation compliance requirements; maintain precise documentation in the CRM.
• Performance & Teamwork: Meet or exceed KPIs (quality, AHT, adherence, attendance, accuracy); participate in training, coaching, and team huddles.

Essential Responsibilities

• Handle inbound calls with empathy, professionalism, and accuracy.
• Use internal systems to verify eligibility, benefits, and trip details.
• Provide clear communication regarding pickup times, provider information, and ride expectations.
• Document all interactions accurately in the CRM system.
• Follow scripting, system workflows, and quality assurance guidelines.
• Collaborate with supervisors, dispatch, QA, and training teams to improve member experience.

Issue Resolution

• Identify and resolve transportation challenges promptly.
• Escalate urgent or complex situations to the appropriate support tier.
• Maintain a calm, solution‑oriented demeanor under pressure.

Accuracy & Compliance

• Adhere to all state Medicaid, HIPAA, and transportation compliance requirements.
• Ensure complete and precise documentation for each call.
• Follow all scripting, system workflows, and quality assurance guidelines.

Performance & Teamwork

• Meet or surpass KPIs such as quality, AHT, adherence, attendance, and accuracy.
• Participate in training, coaching, and team huddles.
• Collaborate with supervisors, dispatch, QA, and training teams to improve member experience.

Qualifications

Required

• 1+ year of experience in a call center customer service, healthcare, transportation, or similar role.
• Own equipment: computer, monitor, keyboard, mouse, and headset.
• Reliable high‑speed internet connection.
• Strong communication skills and ability to remain calm under pressure.
• Comfort navigating multiple computer systems and documenting quickly.
• Detail‑oriented with strong problem‑solving ability.
• Reliable attendance and punctuality.
• Availability for contact center hours, including weekdays, weekends, and some holidays.

Preferred

• Experience in NEMT, Medicaid, healthcare call centers, or insurance environments.

Skills & Competencies

• Customer‑first mentality.
• Strong verbal communication.
• Multitasking and time management.
• Accuracy and attention to detail.
• Ability to follow processes and adapt in a startup environment.
• Team‑oriented mindset.

Career Growth Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Remote CSR, you’ll have the opportunity to:

• Progress to a Senior CSR or Team Lead role as you demonstrate leadership and expertise.
• Transition into specialized roles such as Quality Assurance Analyst, Training Coordinator, or Operations Manager.
• Participate in cross‑functional projects that shape the future of our technology platform and member experience.
• Access to continuous learning resources, including webinars, certifications, and mentorship programs.

Work Environment & Company Culture

brighthush’s culture is built on transparency, collaboration, and a shared commitment to service excellence. Even though you’ll be working remotely, you’ll feel connected through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Open communication channels via Slack, Teams, and email.
• Regular feedback loops and performance reviews.
• Inclusive initiatives that celebrate diversity and promote work‑life balance.

Compensation & Benefits

While specific salary ranges may vary based on experience, brighthush offers a competitive compensation package that includes:

• Base salary plus performance‑based bonuses.
• Health, dental, and vision insurance (for eligible employees).
• Flexible paid time off and holiday schedule.
• 401(k) matching program.
• Professional development stipend.
• Remote work stipend for equipment and internet.

Shifts & Training

We offer three fully remote shifts to accommodate diverse schedules:

• Monday‑Friday 7:30 AM – 4:00 PM EST
• Monday‑Friday 9:00 AM – 5:30 PM EST
• Monday‑Friday 10:00 AM – 6:30 PM EST

Training begins on November 2nd, starting between 9:00 AM and 5:30 PM EST. You must be available for the entire training period and cannot miss more than two hours of training time. If you cannot meet this commitment, please do not apply.

How to Apply

Ready to make a difference? Click the link below to submit your application and join the brighthush family:

Apply to this job

Conclusion

As a Remote Customer Service Representative at brighthush, you’ll be at the heart of a mission‑driven organization that values compassion, precision, and innovation. Your daily interactions will directly impact the lives of patients who rely on reliable transportation to access critical healthcare services. If you’re a dedicated, detail‑oriented professional who thrives in a fast‑paced, remote environment and is eager to grow within a startup culture, we want to hear from you. Apply today and help us transform the NEMT experience for millions of members across the country.