Remote Customer Support Specialist – Medical Records Processing & Call Center Operations

Introduction

At brighthush, we are redefining the future of healthcare by turning data into actionable insight. Our mission is simple yet profound: empower every healthcare decision with the right data, at the right time, in the right format. As the world’s leading health data exchange platform, we partner with top life‑science companies, government agencies, and payers to deliver secure, accessible, and usable data that drives better patient outcomes.

We’re looking for a dedicated, customer‑centric professional to join our remote call center team as a Customer Support Specialist – Medical Records Processing. In this role, you will be the first point of contact for patients, insurance carriers, and legal representatives, ensuring accurate and timely medical record requests while upholding the highest standards of privacy and compliance.

Key Responsibilities

• Handle high‑volume inbound calls from patients, insurance companies, and attorneys, providing clear, courteous, and accurate status updates on medical record requests.
• Document interactions meticulously across multiple platforms, utilizing dual‑monitor setups to ensure data integrity and workflow efficiency.
• Process and track medical record requests in accordance with HIPAA regulations and internal SOPs, guaranteeing confidentiality and compliance.
• Collaborate with cross‑functional teams—including data science, compliance, and product—to resolve complex inquiries and improve service delivery.
• Participate in continuous improvement initiatives by providing feedback on call scripts, knowledge bases, and system enhancements.
• Adhere to performance metrics such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Maintain up‑to‑date knowledge of industry regulations, company policies, and product updates through ongoing training and professional development.

Essential Qualifications

• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• Minimum of 1–2 years of experience in a call center or customer support environment, ideally within healthcare or data services.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and comfortable navigating multiple software platforms simultaneously.
• Strong verbal and written communication skills, with the ability to explain complex processes in simple terms.
• Demonstrated ability to work independently in a remote setting, managing time effectively and maintaining focus in a high‑volume environment.
• Basic understanding of HIPAA and data privacy principles is a plus.

Preferred Qualifications

• Experience with dual‑monitor setups and multitasking across disparate systems.
• Prior exposure to medical record processing or health data exchange workflows.
• Knowledge of insurance claim processes and terminology.
• Familiarity with customer relationship management (CRM) tools and call‑center software.
• Experience in a remote or virtual call‑center environment.

Skills & Competencies

• Customer‑first mindset – empathy, patience, and a genuine desire to help.
• Analytical thinking – ability to troubleshoot issues and identify root causes.
• Attention to detail – meticulous record‑keeping and adherence to compliance standards.
• Time management – juggling multiple tasks while meeting deadlines.
• Adaptability – thriving in a fast‑changing environment and embracing new technologies.
• Team collaboration – working effectively with remote colleagues across time zones.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Support Specialist, you will have access to a comprehensive training program that blends virtual modules, live workshops, and mentorship from seasoned professionals. Over time, you can transition into roles such as:

• Senior Customer Support Analyst
• Process Improvement Lead
• Compliance & Quality Assurance Specialist
• Product Support Engineer
• Data Governance Manager

We also offer tuition assistance for courses that align with your career aspirations, ensuring you can continuously build expertise in healthcare data, technology, and leadership.

Work Environment & Culture

Our remote call center is built on a foundation of trust, flexibility, and collaboration. You’ll work from the comfort of your own home while staying connected to a vibrant, global team that values diversity, inclusion, and innovation. At brighthush, we celebrate:

• Transparent communication and open feedback loops.
• Recognition of individual achievements and team milestones.
• Work‑life balance, with flexible scheduling and ample paid time off.
• Continuous learning, with access to industry conferences, webinars, and internal knowledge hubs.
• A culture that prioritizes mental and physical well‑being, including wellness programs and employee resource groups.

Compensation & Benefits

We offer a competitive hourly rate of $15–$18.32 USD, commensurate with experience and performance. In addition to base pay, you will receive:

• Full benefits package: health, vision, and dental insurance.
• 401(k) savings plan with company match.
• Paid time off (PTO) and holidays.
• Tuition assistance for approved educational programs.
• Comprehensive onboarding and ongoing training.
• Company‑provided equipment, including a computer, dual monitors, and a virtual phone system.
• Optional health screenings and vaccination support, with accommodations for medical or religious reasons.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re contributing to a mission that transforms healthcare worldwide. You’ll:

• Work with the largest, most diverse health data network in the U.S.
• Collaborate with industry leaders and cutting‑edge technology teams.
• Make a tangible impact on patient outcomes and data accessibility.
• Grow professionally in a supportive, inclusive environment.
• Enjoy the flexibility of a fully remote position with robust support.

How to Apply

Ready to bring your customer‑support expertise to a company that’s shaping the future of healthcare data? Click the link below to submit your application and join the brighthush family.

Apply to this job

Equal Opportunity Employer

brighthush is committed to fostering a workplace that is free from discrimination. We welcome applicants of all backgrounds and identities, and we provide reasonable accommodations for individuals with disabilities. For more information on our commitment to diversity and inclusion, please review our EEO Commitment Statement and Know Your Rights resources.

Next Steps

Thank you for considering a career with brighthush. We look forward to learning how your skills and passion align with our mission. If you have any questions or need assistance with your application, please contact our recruitment team at [email protected].

We can’t wait to explore the possibilities together!