Remote Customer Support Specialist – Negative Pressure Wound Therapy (NPWT) – Patient & Referral Source Champion
About brighthush and the NPWT Revolution
brighthush is a leading innovator in home‑care medical technology, empowering patients worldwide to manage complex wound care from the comfort of their own homes. With a legacy that dates back to 1981, brighthush has grown into a trusted partner for hospitals, physicians, and patients, delivering cutting‑edge Negative Pressure Wound Therapy (NPWT) systems that accelerate healing, reduce complications, and improve quality of life. Our mission is simple: to bring advanced wound care solutions directly to patients’ doorsteps, while supporting the healthcare ecosystem with unparalleled service and expertise.
As a Remote Customer Support Specialist, you will be the frontline advocate for patients, referral sources, and internal teams. You will play a pivotal role in ensuring seamless order intake, accurate billing, and exceptional patient experience—all while working from anywhere in the United States. If you thrive in a fast‑paced, technology‑driven environment and are passionate about making a tangible difference in people’s lives, brighthush invites you to join our dynamic, mission‑driven team.
Key Responsibilities
- Project Management & Process Improvement: Lead cross‑functional projects, identify bottlenecks, and propose data‑driven solutions to enhance operational efficiency.
- Patient & Referral Source Intake: Serve as the first point of contact for new orders—answer calls, receive faxes, capture patient and referral data, and input information into HRCM and eIntake systems.
- Insurance & Reimbursement Support: Verify eligibility, obtain authorizations, and prepare accurate documentation for Medicare, Medicaid, private insurers, and other payors.
- Order Fulfillment Coordination: Process new orders, resolve inquiries, and collaborate with field teams to ensure timely delivery of NPWT products and services.
- Patient Advocacy & Satisfaction: Conduct follow‑up calls, address concerns, and act as a patient advocate to resolve issues promptly.
- Technical & Product Education: Provide clear, concise product information and technical assistance to patients, referral sources, and internal staff.
- Quality Assurance & Compliance: Review medical necessity documentation, ensure adherence to FDA, DOT, JCAHO, and other regulatory standards.
- Data Integrity & Reporting: Maintain high accuracy in data entry, generate reports, and support analytics initiatives.
- Collaboration with Field & Internal Teams: Work closely with field representatives, billing, and compliance teams to streamline workflows.
- Continuous Learning & Knowledge Management: Stay current on product updates, industry trends, and regulatory changes.
- Additional Duties: Perform any other responsibilities as assigned to support the broader customer support function.
Essential Qualifications
- High school diploma or GED equivalent (required).
- Minimum of 1 year of experience in a customer‑facing role within medical devices, healthcare services, or a related field.
- Proficient in English—excellent verbal and written communication skills.
- Strong organizational skills with the ability to multitask and prioritize in a dynamic environment.
- Proficiency with Microsoft Office Suite (Outlook, Word, Excel) and experience using electronic health record (EHR) or customer relationship management (CRM) systems.
- Basic understanding of medical terminology and wound care processes.
- Demonstrated ability to maintain confidentiality and handle sensitive information with discretion.
- Self‑motivated, detail‑oriented, and capable of working independently while collaborating effectively with team members.
- Experience with insurance verification, billing, and reimbursement workflows is highly desirable.
Preferred Qualifications & Competencies
- Prior experience in a Negative Pressure Wound Therapy (NPWT) or advanced wound care setting.
- Knowledge of Medicare, Medicaid, and private insurance regulations, including JCAHO and FDA guidelines.
- Strong analytical skills and the ability to interpret complex data to drive process improvements.
- Customer‑centric mindset with a passion for patient advocacy and service excellence.
- Experience with remote work tools, including virtual collaboration platforms and secure data handling.
- Ability to adapt quickly to new technologies and evolving industry standards.
Career Growth & Learning Opportunities
At brighthush, we believe that professional growth is a shared journey. As a Remote Customer Support Specialist, you will have access to:
- Structured onboarding and mentorship programs to accelerate your integration into the team.
- Regular training sessions on product updates, regulatory changes, and advanced customer support techniques.
- Cross‑departmental projects that expose you to billing, compliance, and field operations.
- Clear career pathways to roles such as Senior Support Specialist, Field Support Lead, or Customer Success Manager.
- Opportunities to contribute to process improvement initiatives that shape the future of brighthush’s customer experience.
Work Environment & Company Culture
brighthush champions a culture of innovation, collaboration, and empathy. Key cultural pillars include:
- Remote‑First Flexibility: Work from home with a fully equipped home office stipend and flexible scheduling.
- Inclusive & Diverse Workforce: We celebrate diverse perspectives and foster an environment where every voice is heard.
- Patient‑First Philosophy: Every decision is guided by the goal of improving patient outcomes and satisfaction.
- Continuous Improvement: We encourage curiosity, experimentation, and data‑driven decision making.
- Recognition & Rewards: Regular recognition programs, performance bonuses, and peer‑to‑peer shout‑outs.
Compensation, Perks, and Benefits
While specific salary ranges are confidential, we offer a competitive total rewards package that includes:
- Generous paid time off (PTO) and paid holidays.
- Overtime compensation for non‑exempt positions, as applicable.
- Performance‑based bonuses and incentive opportunities.
- Reimbursement for mileage, phone, and home office expenses.
- Employee discount programs and recognition awards.
- Comprehensive health benefits: medical, prescription, dental, vision.
- Retirement plans: 401(k) with company match, HSA, and FSA/Dependent Care FSA.
- Life and disability insurance, accidental death coverage, identity protection, and legal services.
- Wellness programs: Meru Health mental health support, Mercer SmartConnect Medicare, Livongo Diabetes & High Blood Pressure programs.
- Healthcare Bluebook and RX Savings Solutions for prescription savings.
- Vaccination support: Hepatitis B (HEPB) and TB vaccinations.
- 100% remote work from day one—no relocation required.
Why Join brighthush?
When you join brighthush, you become part of a mission‑driven organization that is reshaping the future of wound care. You’ll:
- Make a direct impact on patients’ healing journeys.
- Collaborate with a team of passionate professionals dedicated to innovation.
- Benefit from a flexible, remote work model that supports work‑life balance.
- Grow your career through continuous learning and cross‑functional exposure.
- Enjoy a comprehensive benefits package that supports your health, well‑being, and financial security.
Ready to Make a Difference?
If you are a proactive, customer‑focused professional with a passion for healthcare and a desire to help patients achieve better outcomes, we want to hear from you. Apply today to become a vital part of brighthush’s Remote Customer Support team and help us bring advanced wound care solutions to patients across the United States.