Remote Customer Support Specialist – Wellness & Healthcare Program – High‑Impact, HIPAA‑Compliant Support Role

About brighthush

brighthush is a forward‑thinking wellness and mental‑health partner that empowers organizations to create healthier, happier workplaces. Since our founding in 2009, we have grown into a trusted provider of high‑touch customer service, delivering personalized support to wellness program participants across the United States. Our mission is simple: to connect people with the resources they need to thrive, while safeguarding their privacy and data with the highest standards of HIPAA compliance.

Why Join brighthush?

At brighthush, you’ll be part of a culture that values empathy, innovation, and continuous learning. We believe that every interaction matters, and we reward those who bring passion, professionalism, and a service‑oriented mindset to their work. As a Remote Customer Support Specialist, you’ll be the first line of contact for participants, helping them navigate our wellness programs, resolve issues, and access the resources that improve their well‑being.

Role Overview

As a Remote Customer Support Specialist, you will:

• Serve as the primary point of contact for participants via phone, chat, and email.
• Resolve inquiries, troubleshoot account access, and guide users through program requirements.
• Maintain meticulous, HIPAA‑compliant records of every interaction.
• Collaborate with Account Management and internal teams to resolve complex questions.
• Identify trends, provide feedback, and suggest process improvements.

Key Responsibilities

• High‑Volume Call Handling: Answer inbound calls with professionalism, warmth, and efficiency, ensuring each participant feels heard and supported.
• Account & Program Assistance: Help participants with login issues, incentive redemption, form completion, and program eligibility.
• Live Chat & Email Support: Respond to chat and email inquiries, meeting or exceeding service‑level targets.
• Issue Resolution & Escalation: Investigate concerns, resolve them when possible, and elevate to the appropriate team when necessary.
• Voicemail Follow‑Up: Promptly return voicemails to ensure no participant is left waiting.
• Data Management: Review, validate, and enter participant information; audit data for accuracy; correct discrepancies.
• Participant Outreach: Contact participants to gather missing or incomplete information.
• Team Collaboration: Partner with Account Management and other internal stakeholders to address complex queries.
• Process Adherence: Keep forms processed and audited on schedule, maintaining consistency and quality.
• Continuous Improvement: Share insights, trends, and improvement ideas with the team.

Essential Qualifications

• 2–3 years of contact center experience, preferably in healthcare or wellness environments.
• Strong understanding of HIPAA regulations and a proven track record of maintaining confidentiality.
• Exceptional verbal and written communication skills.
• High attention to detail and the ability to manage a high‑volume, accuracy‑driven workload.
• Proficiency with computer systems, CRM platforms, and the ability to quickly learn new software.
• Strong problem‑solving skills and a service‑oriented mindset.
• Self‑motivated, adaptable, and accountable in a remote setting.

Preferred Qualifications

• Experience in a HIPAA‑compliant environment, with a deep understanding of privacy and data security.
• Administrative experience in healthcare or wellness settings.
• Prior exposure to multi‑channel support (phone, chat, email).
• Knowledge of wellness program structures and incentive models.

Skills & Competencies

• Communication: Clear, concise, and empathetic communication across all channels.
• Multitasking: Ability to juggle multiple conversations and tasks without compromising quality.
• Time Management: Prioritize tasks effectively in a fast‑paced environment.
• Technical Aptitude: Comfortable with CRM systems, data entry, and troubleshooting basic technical issues.
• Team Collaboration: Work seamlessly with cross‑functional teams to resolve participant concerns.
• Continuous Learning: Eagerness to stay updated on industry best practices and new technologies.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Support Specialist, you will have the opportunity to:

• Progress into senior support roles or team lead positions.
• Transition into account management, program development, or data analytics roles.
• Participate in ongoing training programs, including HIPAA compliance refreshers, customer service excellence, and wellness industry certifications.
• Attend virtual conferences and workshops to broaden your professional network.

Work Environment & Culture

Our remote-first culture means you can work from anywhere in the USA, with flexible hours that accommodate your life. We foster a supportive, inclusive environment where every voice is heard. Key cultural pillars include:

• Empathy & Respect: We treat participants and colleagues with kindness and understanding.
• Innovation: Continuous improvement is embedded in our processes.
• Transparency: Open communication channels keep everyone aligned.
• Wellness Focus: We practice what we preach, offering robust wellness resources to our team.

Compensation & Benefits

While specific salary ranges are competitive and commensurate with experience, brighthush offers a comprehensive benefits package designed to support your health, financial security, and personal growth:

• Competitive base salary plus performance‑based bonuses.
• Full medical, dental, vision, and prescription coverage.
• Life, disability, and hospital reimbursement plans.
• 401(k) with employer match.
• Employee Assistance Program (EAP) for mental health support.
• Paid maternity and paternity leave after 12 months of service.
• Generous paid time off, including volunteer days and a birthday off.
• Casual dress code and a fully remote work setup with occasional onsite visits.
• Ongoing training, education stipends, and milestone anniversary rewards.

How to Apply

Ready to make a difference in people’s lives while advancing your career? Click the link below to submit your application and join the brighthush team.

Apply to this Remote Customer Support Specialist position at brighthush

Join brighthush Today

At brighthush, we’re more than a company—we’re a community dedicated to fostering well‑being, both for our participants and our team. If you’re passionate about customer service, thrive in a fast‑paced environment, and are committed to upholding the highest standards of privacy and care, we want to hear from you. Take the next step in your career and help us create healthier, happier workplaces across the nation.