Remote Customer Service Support Representative – Inbound Healthcare & Diagnostics – Brighthush – 2+ Years Experience

About Brighthush

Brighthush is a global trailblazer in laboratory services, harnessing cutting‑edge science, data analytics, and technology to empower healthcare providers, researchers, pharmaceutical innovators, and patients worldwide. Our mission is simple yet profound: to deliver the insights and answers that enable confident decisions, accelerate innovation, and ultimately improve health outcomes on a global scale. By integrating advanced digital solutions and data‑driven innovation across every facet of our operations, we are redefining how diagnostics work and how value is delivered to our customers and the communities they serve.

Why Brighthush?

When you join Brighthush, you become part of a forward‑thinking organization that values curiosity, collaboration, and continuous improvement. Our culture is built on:

• Impact‑oriented work: Every call, every interaction, and every solution you provide directly influences patient care and research breakthroughs.
• Learning & growth: We invest in your professional development through structured training, mentorship, and access to industry conferences.
• Inclusive environment: Diversity, equity, and belonging are not buzzwords for us—they are the foundation of our success.
• Work‑life harmony: Remote flexibility, alternating weekend schedules, and a supportive team structure keep you energized and focused.

Position Overview

Brighthush is seeking a highly motivated Remote Customer Service Support Representative – Inbound to serve as the primary liaison between our laboratory operations and a broad spectrum of customers, including physician offices, hospital laboratories, and patients. This role is pivotal in ensuring accurate, timely, and compassionate communication of test results, specimen requirements, turnaround times, and complex issue resolutions.

Schedule & Location

• Work Hours: Monday – Friday, alternating weekends (9:00 AM – 5:30 PM EST)
• Location: Fully remote – United States (eligible for U.S. residents only)

Key Responsibilities

• Act as the frontline advocate for customers, providing clear, accurate, and empathetic communication across all touchpoints.
• Maintain a deep understanding of laboratory workflows, test panels, and specimen handling protocols.
• Resolve routine inquiries using internal systems (e.g., Salesforce, Verint, LIS) while adhering to HIPAA and data‑security standards.
• Escalate and troubleshoot complex issues, collaborating with cross‑functional teams to identify root causes and implement preventive measures.
• Accurately document all interactions in the CRM, ensuring data integrity and compliance with regulatory requirements.
• Participate in continuous improvement initiatives aimed at enhancing customer satisfaction and operational efficiency.
• Manage multiple concurrent tasks, prioritizing effectively in a fast‑paced environment.
• Provide technical assistance for basic system issues, minimizing downtime and maintaining service quality.
• Review test forms and related documentation for accuracy, correcting discrepancies in line with standard operating procedures.
• Support the development and delivery of training materials for new hires and ongoing skill enhancement.

Essential Qualifications

• High school diploma or GED equivalent.
• Minimum of 2 years of customer service experience, with at least 1 year in a contact center or call center environment.
• Reliable high‑speed internet connection (minimum 50 Mbps download) and a HIPAA‑compliant, distraction‑free workspace.
• Proficiency with Microsoft Office, Salesforce, Verint, and Laboratory Information Systems (LIS).
• Strong verbal and written communication skills, active listening, and a customer‑centric mindset.
• Ability to troubleshoot basic technical issues independently and maintain composure under pressure.
• Excellent time‑management, organizational, and multitasking abilities.
• Self‑motivated, with a proven track record of learning new processes and systems quickly.
• Critical thinking and problem‑solving skills, with a proactive approach to issue resolution.
• Team‑oriented, collaborative, and adaptable to changing priorities.

Preferred Qualifications

• Associate degree in a related field (e.g., Healthcare Administration, Business, or Communications).
• Experience in a medical or healthcare setting (physician’s office, hospital, or laboratory).
• Familiarity with medical terminology and clinical workflows.
• Prior exposure to HIPAA compliance and data‑security protocols.

Skills & Competencies

• Customer‑first mindset with a passion for delivering world‑class service.
• Strong analytical skills to interpret data and identify trends.
• Adaptability to evolving technologies and processes.
• Resilience and emotional intelligence in high‑volume, high‑stakes environments.
• Commitment to continuous learning and professional growth.

Career Growth & Learning Opportunities

At Brighthush, your career trajectory is supported by:

• Structured onboarding and mentorship programs that accelerate your integration into the team.
• Access to internal training modules covering laboratory science, data analytics, and advanced customer service techniques.
• Opportunities to transition into specialized roles such as Clinical Liaison, Quality Assurance Analyst, or Operations Manager.
• Participation in cross‑departmental projects that broaden your skill set and visibility.
• Annual performance reviews with clear pathways for promotion and salary adjustments.

Work Environment & Culture

Brighthush fosters a culture of:

• Transparency: Open communication channels and regular town‑hall meetings keep everyone aligned.
• Collaboration: Cross‑functional teams work together to solve complex challenges.
• Recognition: Employee achievements are celebrated through awards, shout‑outs, and performance bonuses.
• Well‑being: Flexible work arrangements, mental health resources, and wellness programs support your holistic health.

Compensation & Benefits

Hourly Rate: $17.75 – $23.00 per hour (based on experience and qualifications)

Employees scheduled for 20 or more hours per week are eligible for a comprehensive benefits package, including:

• Medical, Dental, and Vision insurance
• Life Insurance and Short‑Term/Long‑Term Disability coverage
• 401(k) retirement plan with company match
• Paid Time Off (PTO) and Flexible Time Off (FTO)
• Tuition Reimbursement for approved courses and certifications
• Employee Stock Purchase Plan (ESPP)

Part‑time employees (less than 20 hours) are eligible for the 401(k) plan only. Employees on a 7‑on/7‑off schedule receive all benefits except PTO/FTO.

How to Apply

Ready to make a tangible impact on patient care and healthcare innovation? Submit your application through the Brighthush careers portal by October 31, 2026. Include a resume and a brief cover letter highlighting your customer service experience and why you’re excited to join Brighthush.

Equal Opportunity Employer

Brighthush is committed to fostering a diverse and inclusive workforce. We do not discriminate based on race, religion, color, national origin, sex, gender identity, sexual orientation, age, disability, veteran status, or any other protected characteristic. All qualified applicants will receive consideration for employment.

Accessibility & Support

If you require assistance with the online application process or need accommodations, please visit our Accessibility Site or contact [email protected]. For privacy and data‑security information, see our Privacy Statement.

Join Brighthush Today!

Embark on a career that blends scientific excellence with compassionate customer service. At Brighthush, you’ll grow professionally, contribute to life‑saving diagnostics, and be part of a community that values innovation, integrity, and impact. Apply now and help shape the future of healthcare.