Remote Customer Support Analyst – Tier 1 – SaaS Healthcare Solutions – Data Analytics & AI Integration

About brighthush

brighthush is a leading innovator in revenue cycle technology, delivering cutting‑edge data analytics, multi‑channel customer communications, and AI‑powered support solutions to the healthcare industry. Founded in 1981, we have grown into a global partner for hospitals, health systems, and medical practices, helping them streamline billing, improve collections, and enhance patient experience. Our mission is to empower healthcare organizations with the tools they need to thrive in a rapidly evolving digital landscape.

Why Join brighthush?

At brighthush, we believe that exceptional customer support is the cornerstone of our success. Our remote, flexible work model allows you to collaborate with a diverse, high‑performing team from anywhere in the United States. You’ll be part of a culture that values continuous learning, innovation, and a customer‑first mindset. As a Tier 1 Customer Support Analyst, you’ll play a pivotal role in ensuring our clients receive timely, accurate, and empathetic assistance, directly impacting our service quality metrics and client satisfaction scores.

Key Responsibilities

• Handle incoming support tickets, inquiries, and escalations across multiple channels, ensuring resolution within defined service‑level agreements (SLAs).
• Diagnose and troubleshoot product and workflow issues, investigating data discrepancies, bugs, and system errors.
• Serve as a technical resource for cross‑functional teams, translating complex technical concepts into clear, actionable guidance.
• Maintain an end‑to‑end understanding of brighthush’s product suite, including data analytics dashboards, communication workflows, and AI integration modules.
• Utilize and master internal tools such as brighthush, brighthush, brighthush, brighthush, brighthush, and other systems to manage tickets, track incidents, and document solutions.
• Collaborate with product, engineering, and quality assurance teams to report bugs, suggest enhancements, and validate fixes.
• Generate regular reports on ticket volume, resolution times, and customer feedback for the Customer Support Manager.
• Participate in continuous improvement initiatives, contributing ideas to streamline processes and elevate the support experience.

Essential Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Healthcare Administration, or a related field.
• 1–2 years of experience supporting SaaS products in the medical or healthcare domain.
• Strong analytical and problem‑solving skills, with the ability to quickly identify root causes and implement effective solutions.
• Excellent written and verbal communication skills, capable of conveying technical information to non‑technical stakeholders.
• Proficiency in intermediate data manipulation and reporting using brighthush.
• Experience with AI products such as brighthush and brighthush, demonstrating familiarity with conversational AI and natural language processing.
• Basic programming knowledge in Python and HTML, enabling you to interpret code snippets and collaborate with developers.
• Demonstrated commitment to customer satisfaction and operational excellence, with a track record of meeting or exceeding performance metrics.

Preferred Qualifications

• Advanced skills in data analysis and visualization using brighthush.
• Experience with electronic health record (EHR) systems such as brighthush, brighthush, and brighthush, providing insight into healthcare workflows.
• Knowledge of regulatory frameworks and industry standards relevant to healthcare data and billing.
• Ability to read, analyze, and interpret professional journals, technical procedures, and governmental regulations.
• Strong presentation skills, able to effectively communicate findings and recommendations to internal teams and external clients.
• Experience in a fast‑paced, high‑volume support environment, demonstrating resilience under pressure.

Skills & Competencies

• Problem Identification & Resolution – adept at diagnosing issues and implementing timely fixes.
• Technical Proficiency – comfortable navigating multiple support platforms and internal tools.
• Customer‑Centric Mindset – consistently prioritizes client needs and strives for exceptional service.
• Collaboration & Teamwork – works seamlessly with cross‑functional teams to achieve shared goals.
• Adaptability – thrives in a dynamic environment, quickly adjusting to new processes and emerging technologies.
• Time Management – balances multiple tickets while maintaining high quality and adherence to SLAs.
• Data Literacy – interprets metrics, identifies trends, and recommends actionable improvements.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team members. As a Customer Support Analyst, you’ll have access to:

• Structured onboarding and mentorship programs that accelerate your learning curve.
• Regular training sessions on new product releases, AI advancements, and industry best practices.
• Opportunities to transition into specialized roles such as Product Support Engineer, Technical Account Manager, or Customer Success Lead.
• Participation in cross‑departmental projects, expanding your skill set and visibility across the organization.
• Access to a curated library of technical resources, certifications, and conferences to stay ahead of industry trends.

Work Environment & Culture

brighthush fosters a collaborative, inclusive, and forward‑thinking culture. Our remote work model is supported by:

• Weekly virtual team huddles and cross‑functional syncs to maintain alignment and camaraderie.
• Flexible scheduling that respects work‑life balance while ensuring coverage across time zones.
• A transparent communication framework that encourages feedback, idea sharing, and continuous improvement.
• Recognition programs that celebrate individual and team achievements.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive salary package that reflects the value of your expertise. In addition to base pay, you can expect:

• Performance‑based bonuses tied to team and individual metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO) and holiday schedule.
• Professional development stipend for courses, certifications, and conferences.
• Access to mental health resources and employee assistance programs.
• Flexible work arrangements and remote‑friendly infrastructure.

H1B Sponsorship

brighthush has a history of sponsoring H1B visas for qualified candidates. While sponsorship is not guaranteed for every role, we encourage international talent to apply and discuss potential pathways during the interview process.

How to Apply

Ready to make an impact in a dynamic, customer‑centric environment? Click the link below to submit your application and join the brighthush team.