Remote Customer Support Specialist – CPC Processor I – Champion of Secure & Compliant Healthcare Data Exchange, Driving Innovation in Patient Data Privacy, Service Excellence, and Regulatory Compliance at brighthush – Join Our Mission to Protect Health Information

Welcome to brighthush – Where Patient Data Meets Unmatched Security

In today’s digital health landscape, data is the lifeblood of innovation, research, and patient care. At brighthush, we are not just a technology provider; we are a catalyst for a safer, more connected healthcare ecosystem. Our platform empowers hospitals, health plans, research institutions, and life‑science innovators to unlock the full potential of health data while upholding the highest standards of privacy, security, and regulatory compliance. By joining brighthush, you become part of a passionate, highly collaborative team that is reshaping how health information flows across the entire medical ecosystem and driving the future of data‑driven medicine.

Why This Role Matters

As a Remote Customer Support Specialist – CPC Processor I, you are the frontline guardian of patient data requests and a critical liaison between our clients and the brighthush platform. Your expertise ensures that sensitive information is handled with precision, compliance, and empathy, directly contributing to the trust and reliability that our partners place in us. Whether you’re answering a patient’s request for medical records or resolving a complex inquiry, your work has a tangible impact on patient care and data integrity. In a world where data is the new currency of health, your role is essential to safeguarding that currency.

Key Responsibilities

• Customer Interaction: Respond to inbound telephone, email, and written inquiries related to release of information (ROI) requests, ensuring accurate and timely responses.
• Process Management: Review, research, and resolve ROI inquiries, documenting every step in our proprietary software systems.
• Quality Assurance: Meet and exceed department productivity and quality metrics, adhering to all brighthush policies and procedures.
• Confidentiality & Compliance: Maintain strict confidentiality of all patient and client information, following HIPAA guidelines and internal security protocols.
• Team Collaboration: Communicate proactively with colleagues and management about any issues, incidents, or process improvements.
• Training & Development: Participate in mandatory training sessions, including the 90‑day ROI Certification course, and stay current with industry best practices.
• Attendance & Scheduling: Adhere to a flexible 8.5‑hour shift between 8:00 a.m. and 9:00 p.m. ET, ensuring reliable coverage and minimal downtime.
• Additional Duties: Perform any other responsibilities as assigned to support the overall success of the Customer Support team.

Essential Qualifications

• High school diploma or equivalent from an accredited institution.
• Professional, friendly communication style with strong customer‑service orientation.
• Experience operating a multi‑line phone system.
• Intermediate to advanced proficiency in Microsoft Office (Word, Excel, Outlook).
• One year of experience in data entry, medical records, health‑care claims processing, or document proofreading/editing is highly desirable.
• Exceptional organizational skills and meticulous attention to detail.
• Annual HIPAA introductory examination – successful completion required.
• 90‑day ROI Certification course – score of 85% or higher.
• Ability to pass required health screenings and vaccinations (flu, Tdap, COVID‑19, etc.) or obtain a valid exemption.

Preferred Qualifications & Competencies

• Prior experience in a healthcare data environment or a similar compliance‑heavy role.
• Knowledge of electronic health record (EHR) systems and data privacy regulations.
• Strong problem‑solving skills and the ability to think critically under pressure.
• Excellent time‑management and multitasking capabilities.
• Proactive attitude toward continuous improvement and process optimization.
• Team‑player mindset with a willingness to collaborate across departments.

Required Skills & Competencies

• Customer‑centric mindset: empathy, patience, and a genuine desire to help patients and partners.
• Analytical thinking: ability to interpret data, identify patterns, and recommend solutions.
• Technical literacy: comfortable navigating web portals, CRM systems, and data entry tools.
• Communication excellence: clear, concise, and professional written and verbal communication.
• Adaptability: thrive in a fast‑moving environment with evolving policies and technologies.
• Collaboration: work effectively with cross‑functional teams, including compliance, IT, and product.

Tools & Technologies

You will work with a suite of industry‑standard tools to manage ROI requests and maintain data integrity:

• CRM platform for ticketing and case management.
• Secure document storage and retrieval systems.
• Microsoft Office Suite (Word, Excel, Outlook) for documentation and reporting.
• Multi‑line phone system with call routing and logging capabilities.
• HIPAA‑compliant communication tools for secure messaging.

Performance Metrics & Success Indicators

Your success will be measured against a blend of quantitative and qualitative metrics designed to reflect both efficiency and quality:

• Average response time to ROI inquiries.
• Accuracy rate of processed requests (target > 99%).
• Customer satisfaction scores collected through post‑interaction surveys.
• Compliance audit results and incident resolution times.
• Participation in continuous improvement initiatives.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a CPC Processor I, you will have access to a wealth of learning resources, including:

• Structured onboarding and mentorship programs led by senior support specialists.
• Regular skill‑building workshops on data security, HIPAA compliance, and customer‑centric communication.
• Clear career pathways to senior support roles, data analyst positions, or project management tracks.
• Opportunities to contribute to cross‑functional initiatives that shape the future of healthcare data.
• Annual learning stipend to pursue certifications such as Certified HIPAA Professional (CHP) or Certified Data Privacy Solutions Engineer (CDPSE).
• Access to internal knowledge bases, webinars, and industry conferences.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, transparency, and mutual respect. Even though this role is fully remote, you will feel part of a tight‑knit team through:

• Weekly virtual stand‑ups and monthly all‑hands meetings.
• Open‑door communication channels with leadership.
• Inclusive policies that celebrate diversity and encourage collaboration.
• Flexible work arrangements that respect work‑life balance.
• Virtual team‑building events, such as game nights and wellness challenges.
• Recognition programs that celebrate individual and team achievements.

Diversity, Equity & Inclusion

brighthush is committed to fostering a workforce that reflects the communities we serve. We actively promote diversity, equity, and inclusion through targeted recruitment, bias‑free hiring practices, and ongoing education. All employees are encouraged to bring their authentic selves to work, and we celebrate the unique perspectives that each individual contributes.

Compensation, Perks & Benefits

While the base hourly rate for this position ranges from $15 to $18.32 USD, brighthush offers a comprehensive benefits package designed to support your well‑being and professional growth:

• Competitive hourly pay with performance‑based bonuses.
• Health, dental, and vision insurance options (subject to eligibility).
• Paid time off and holiday schedule aligned with remote work flexibility.
• Professional development stipend for courses, certifications, or conferences.
• Employee wellness programs, including mental health resources and virtual fitness classes.
• Technology stipend to equip you with the tools needed for remote success.
• Flexible work hours and a results‑oriented performance model.
• Employee assistance program (EAP) for confidential counseling and support.

Ready to Make a Difference?

If you are passionate about protecting patient data, delivering exceptional customer service, and working in a fast‑paced, compliance‑driven environment, we want to hear from you. Join brighthush and become part of a team that is redefining how health information is shared, protected, and leveraged across the entire healthcare ecosystem.

Click the link below to submit your application and start your journey with brighthush today.