Remote Customer Service Specialist – FMLA Support & Client Relations Expert at brighthush

About brighthush

brighthush is a forward‑thinking healthcare technology company that empowers patients, providers, and stakeholders with secure, tech‑enabled solutions for medical record access and release. With a mission to streamline health information exchange, brighthush is at the forefront of digital transformation in the healthcare industry, delivering innovative tools that enhance patient engagement, improve clinical workflows, and drive better health outcomes. Our culture is built on collaboration, continuous learning, and a commitment to making a tangible difference in people’s lives.

Role Overview

As a Remote Customer Service Specialist focused on FMLA (Family and Medical Leave Act) support, you will be the first point of contact for clients navigating the complexities of leave management. You will provide timely, accurate assistance, ensuring that every interaction reflects brighthush’s dedication to exceptional service and compliance. This entry‑level position is ideal for individuals who thrive in a fast‑paced, technology‑driven environment and who are passionate about helping people access the resources they need during critical life events.

Key Responsibilities

• Serve as the primary liaison for clients requesting FMLA information, guidance, and support.
• Respond to inbound inquiries via phone, email, and chat, maintaining a high level of professionalism and empathy.
• Document all client interactions accurately in the CRM system, ensuring data integrity and compliance with privacy regulations.
• Collaborate with cross‑functional teams (Compliance, Product, Technical Support) to resolve complex issues and improve service workflows.
• Utilize Med‑Release and other internal tools to retrieve, verify, and transmit medical records securely.
• Maintain a deep understanding of FMLA regulations, brighthush policies, and industry best practices.
• Identify opportunities for process improvement and contribute to the development of knowledge base articles and training materials.
• Adhere to performance metrics, including response time, resolution rate, and customer satisfaction scores.

Essential Qualifications

• High school diploma or GED (or equivalent).
• Minimum of 1 year of call center or customer service experience, preferably in a healthcare or regulated environment.
• Typing speed of 50 words per minute or higher, with strong accuracy.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Excellent verbal and written communication skills, with the ability to explain complex information clearly.
• Strong problem‑solving abilities and a proactive approach to troubleshooting.
• Reliable high‑speed internet connection and a quiet, dedicated workspace for remote work.
• Basic understanding of FMLA or related healthcare compliance matters is a plus.

Preferred Qualifications

• Experience with Med‑Release or similar medical record management platforms.
• Knowledge of HIPAA regulations and data privacy best practices.
• Previous exposure to remote customer support roles with a track record of meeting or exceeding performance KPIs.
• Multilingual capabilities (e.g., Spanish, French) to serve a diverse client base.
• Certification in customer service or a related field.

Skills & Competencies

• Customer‑centric mindset with a genuine desire to help others.
• Adaptability to rapidly changing priorities and new technologies.
• Strong organizational skills and attention to detail.
• Team player who collaborates effectively across departments.
• Self‑motivated with a drive for continuous improvement and learning.

Career Growth & Learning Opportunities

At brighthush, we believe that every team member’s growth is essential to our collective success. As a Customer Service Specialist, you will have access to a comprehensive onboarding program, ongoing training modules, and mentorship from seasoned professionals. Successful performers may advance to roles such as Senior Customer Support Analyst, Team Lead, or Product Specialist, where you can shape the future of our customer experience strategy. We also encourage participation in industry conferences, webinars, and certification programs to broaden your expertise and career trajectory.

Work Environment & Company Culture

brighthush offers a fully remote, flexible work model that empowers you to balance professional responsibilities with personal commitments. Our culture is rooted in transparency, collaboration, and a shared mission to improve healthcare delivery. You’ll join a diverse, inclusive team that values innovation, accountability, and a sense of purpose. Regular virtual town halls, team‑building activities, and wellness initiatives keep our community connected and energized.

Compensation & Benefits

• Salary Range: USD 31,200 – 35,360 per year, commensurate with experience and performance.
• Benefits Package:
  • 401(k) plan with company matching.
  • Generous paid time off (PTO) policy, including vacation, sick leave, and personal days.
  • Health, dental, and vision insurance options.
  • Retirement plan and financial wellness resources.
  • Wellness stipend and access to mental health support.
  • Professional development budget for courses, certifications, and conferences.
• Work Hours: Full‑time, 40 hours per week, with flexible scheduling to accommodate time‑zone differences across the United States.
• Remote Work: Fully supported with a stipend for home office equipment and reliable internet connectivity.

How to Apply

If you are ready to join a mission‑driven team that values your expertise and supports your growth, we encourage you to apply today. Click the link below to submit your application and take the first step toward a rewarding career at brighthush.