Remote Customer Support Specialist – Negative Pressure Wound Therapy (NPWT) – Home Healthcare Solutions

About brighthush

brighthush is a national leader in home healthcare, delivering cutting‑edge ventilators, oxygen therapy, sleep apnea solutions, wound care, and diabetic management products to patients across the United States. With a presence in 45 states and a network of hundreds of locations, we empower patients to manage their health from the comfort of their own homes. Our mission is simple: to provide high‑quality products, exceptional service, and compassionate support that improves lives.

Why Join brighthush?

As a Remote Customer Support Specialist, you will be the first point of contact for patients, referral sources, and our internal teams. You’ll play a pivotal role in ensuring that every new order is processed accurately, that insurance verifications are completed efficiently, and that patients receive the support they need to use our Negative Pressure Wound Therapy (NPWT) devices safely and confidently. Working with brighthush means you’ll be part of a culture that values innovation, collaboration, and continuous learning—all while enjoying the flexibility of a fully remote, part‑time position.

Key Responsibilities

• Serve as the first line of contact for new NPWT customers, answering inbound calls, faxes, and emails with professionalism and empathy.
• Collect, verify, and enter patient and referral source information into the eIntake system and HRCM, ensuring data accuracy and compliance with privacy regulations.
• Conduct insurance eligibility checks and obtain authorizations, coordinating with payors to secure coverage for NPWT products and services.
• Prepare comprehensive, accurate files for the Billing Department, including documentation of medical necessity and payer requirements.
• Process new orders, resolve customer inquiries, and forward complex issues to the appropriate internal teams in a timely manner.
• Coordinate work orders to field locations, ensuring timely fulfillment of product deliveries and service appointments.
• Provide education and support to patients, referral sources, and employees regarding product usage, billing procedures, and reimbursement guidelines.
• Perform quality assurance reviews of medical necessity documentation and payer compliance, maintaining high standards of accuracy.
• Collaborate closely with field teams and internal stakeholders to streamline processes and improve customer satisfaction.
• Utilize eIntake and other proprietary systems to manage customer data, track order status, and generate reports.
• Participate in continuous improvement initiatives, offering ideas for process enhancements and efficiency gains.
• Adhere to all company policies, including background checks, drug screening, and compliance with healthcare credentialing requirements.

Essential Qualifications

• High school diploma or GED equivalent (required).
• Strong written and verbal communication skills in English.
• Experience with Microsoft Office (Outlook, Word, Excel) and familiarity with electronic data capture systems.
• Ability to multitask, prioritize, and manage time effectively in a remote environment.
• Excellent problem‑solving skills and a proactive, self‑motivated attitude.
• Commitment to confidentiality and discretion when handling sensitive patient information.
• Valid driver’s license and clean driving record (when applicable).
• Background check and drug screening clearance (as required).

Preferred Qualifications

• One year of related experience in healthcare customer support or a similar role.
• Knowledge of wound care documentation and insurance requirements for NPWT.
• Familiarity with medical terminology and payer regulations (Medicare, Medicaid, private insurers).
• Experience working with eIntake or comparable intake platforms.
• Previous exposure to home healthcare product lines and patient education.

Skills & Competencies

• Effective communication—clear, concise, and empathetic.
• Strong analytical and detail‑oriented mindset.
• Adaptability to changing priorities and evolving technology.
• Team collaboration and independent work capability.
• Customer‑centric approach with a sense of urgency.
• Proficiency in data entry, document management, and electronic health record systems.
• Commitment to continuous learning and professional development.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Remote Customer Support Specialist, you’ll have access to:

• Structured onboarding and ongoing training programs covering product knowledge, compliance, and customer service excellence.
• Mentorship from experienced team members and leaders who are dedicated to your success.
• Cross‑functional projects that expose you to billing, operations, and clinical teams.
• Opportunities to advance into senior support roles, team lead positions, or specialized product support tracks.
• Access to industry conferences, webinars, and certifications that enhance your expertise.

Work Environment & Culture

brighthush embraces a flexible, inclusive culture that values work‑life balance and employee well‑being. Key highlights include:

• Fully remote work from day one—no commute, no office distractions.
• Part‑time schedule: Tuesdays and Thursdays, 7:30 am–4:30 pm MST.
• Collaborative virtual teams that celebrate diversity and foster open communication.
• Regular virtual town halls, team check‑ins, and recognition events.
• Commitment to mental health support through employee assistance programs and wellness resources.
• Inclusive hiring practices and equal opportunity for all candidates.

Compensation & Benefits

We offer competitive pay starting at $15 per hour, with potential for overtime and performance‑based increases. In addition to hourly wages, you’ll enjoy a comprehensive benefits package, including:

• Paid time off (vacation, sick leave, holidays).
• Health, dental, vision, and prescription coverage.
• 401(k) retirement plan with company match.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA).
• Life insurance, disability coverage, and accidental death benefits.
• Employee assistance program (EAP) for mental health support.
• Wellness incentives, such as gym memberships and health challenges.
• Discounts on brighthush products and partner services.
• Recognition programs that celebrate milestones and achievements.

How to Apply

Ready to make a difference in patients’ lives while enjoying the flexibility of remote work? Submit your resume and cover letter through our careers portal. Our hiring team reviews applications promptly and reaches out to candidates whose experience aligns with this role. If you’re passionate about healthcare, customer service, and continuous improvement, we encourage you to apply today and join the brighthush family.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, age, gender, sexual orientation, disability, veteran status, or any other protected characteristic.