Remote Customer Support Specialist – Wellness Program Champion & HIPAA‑Compliant Service Expert

About brighthush – Transforming Wellness Through Human Connection

At brighthush, we believe that true well‑being starts with a conversation. As a leader in the corporate wellness space, we partner with organizations across the nation to deliver personalized health programs that empower employees to thrive both at work and at home. Our mission is simple: make wellness accessible, engaging, and measurable. To achieve this, we rely on a team of compassionate professionals who turn everyday interactions into meaningful experiences. If you’re passionate about helping people navigate health benefits, love solving problems in real time, and thrive in a remote, fast‑paced environment, you’ve found your next career home.

Why This Role Stands Out

• Fully Remote Flexibility: Work from the comfort of your home office with only 1–2 optional onsite visits per year. No daily commute, just a reliable internet connection.
• Dynamic Day‑to‑Day: Switch between phone, live chat, email, and administrative tasks so no two days feel the same.
• Direct Impact: Your assistance will guide participants through wellness program enrollment, incentive redemption, and benefit utilization, directly influencing their health outcomes.
• Voice That Shapes Strategy: Insights you gather on trends and recurring issues are delivered straight to senior leadership, influencing process improvements and product enhancements.
• Skill‑Building Opportunities: Gain expertise in contact‑center operations, data integrity, and HIPAA‑compliant handling of sensitive health information.

Key Responsibilities – Your Daily Mission

Front‑Line Customer Interaction

• Answer a high volume of inbound calls with professionalism, warmth, and efficiency, consistently meeting or exceeding service‑level agreements.
• Provide real‑time assistance via live chat and email, ensuring participants receive accurate information within defined response windows.
• Guide participants through account access issues, incentive eligibility, form completion, and program requirements, translating complex policies into clear, actionable steps.
• Escalate unresolved concerns to the appropriate internal teams while maintaining ownership until a satisfactory resolution is achieved.
• Follow up on voicemails and pending inquiries, guaranteeing that no participant is left waiting for a response.
• Document every interaction meticulously in our CRM, capturing details that enable data‑driven decision‑making.
• Employ active listening, empathy, and clear communication to build trust and foster long‑term participant satisfaction.
• Uphold strict HIPAA and confidentiality standards, safeguarding all personal health information.

Behind‑the‑Scenes Administrative Excellence

• Review, validate, and accurately enter participant information and form submissions into the system.
• Conduct regular data audits to identify discrepancies, correct errors, and maintain a pristine data set.
• Proactively reach out to participants when required information is missing or incomplete, guiding them through remediation.
• Collaborate with Account Management, Compliance, and Product teams to resolve complex queries and improve overall program delivery.
• Ensure all forms and documentation are processed and audited on schedule, supporting seamless program operations.
• Contribute to continuous‑improvement initiatives by sharing trend analyses, participant feedback, and actionable recommendations.

Essential Qualifications – What You Bring to the Table

• 2–3 years of experience in a contact‑center environment, preferably within healthcare, wellness, or a similarly regulated industry.
• Demonstrated understanding of HIPAA regulations and experience handling protected health information (PHI) with utmost discretion.
• Strong attention to detail, with a proven track record of maintaining high‑accuracy data entry in high‑volume settings.
• Exceptional verbal and written communication skills, capable of translating technical jargon into plain language.
• Ability to multitask, prioritize, and manage time effectively in a fast‑moving environment.
• Proficiency with standard computer applications (Microsoft Office, Google Workspace) and the ability to quickly learn new software platforms.
• Self‑motivated, adaptable, and accountable, with a service‑oriented mindset that puts participants first.

Preferred Qualifications – What Sets You Apart

• Administrative or clerical experience within a healthcare or wellness setting.
• Familiarity with CRM systems (e.g., Salesforce, Zendesk) and ticketing platforms.
• Experience conducting data audits, quality assurance, or compliance reviews.
• Previous remote work experience with a proven ability to stay productive and engaged.
• Certification or training related to customer service excellence, health information management, or HIPAA compliance.

Core Skills & Competencies

• Empathy & Active Listening: Ability to understand participant concerns and respond with genuine care.
• Problem Solving: Quick identification of root causes and implementation of effective solutions.
• Technical Aptitude: Comfort navigating multiple digital tools simultaneously.
• Data Integrity: Commitment to precise record‑keeping and error‑free data entry.
• Collaboration: Strong teamwork skills to partner with cross‑functional departments.
• Time Management: Efficient handling of simultaneous tasks while meeting service targets.

Career Growth & Learning Opportunities

At brighthush, your development is a priority. As you master the front‑line support role, you’ll have pathways to advance into senior support positions, quality assurance analysis, training and onboarding, or even account management. We invest in continuous education through:

• Regular webinars on wellness trends, HIPAA updates, and customer experience best practices.
• Access to an online learning portal with courses ranging from advanced communication techniques to data analytics.
• Mentorship programs pairing you with seasoned leaders who can guide your career trajectory.
• Opportunities to lead special projects, such as process‑improvement initiatives or participant‑feedback programs.

Compensation, Perks & Benefits

We recognize that great work deserves great rewards. While the base salary for this role ranges from $38,000 to $40,000 (commensurate with experience), the total compensation package includes:

• Performance‑based client retention bonuses and additional incentive programs.
• Comprehensive health benefits: medical, dental, vision, prescription drug coverage, and a hospital reimbursement plan.
• Life, disability, and accidental death insurance.
• 401(k) plan with employer matching on each paycheck.
• Employee Assistance Program provided by brighthush, offering confidential counseling and mental‑health resources.
• Paid therapy sessions to support mental well‑being.
• Paid maternity leave after 12 months of service.
• Generous paid time off, including volunteer days, a birthday off, and flexible holiday scheduling.
• Casual dress code and a home‑office stipend for ergonomic equipment.
• Wellness program participation, team‑building events, and milestone anniversary recognitions.
• Ongoing training, certifications, and tuition reimbursement for relevant coursework.

Work Environment & Culture at brighthush

Our remote workforce is built on trust, autonomy, and collaboration. You’ll operate from a professional home office equipped with standard computer and phone hardware, while staying connected to a supportive team through daily virtual huddles, weekly coaching sessions, and an open‑door digital policy that encourages idea sharing. The culture at brighthush is defined by:

• Inclusivity: We celebrate diverse backgrounds, perspectives, and experiences, fostering a workplace where every voice is heard.
• Transparency: Leadership shares company performance, strategic goals, and participant insights regularly.
• Innovation: Employees are encouraged to experiment, propose new solutions, and pilot initiatives that improve participant outcomes.
• Well‑Being First: As a wellness‑focused organization, we model the behaviors we promote—offering mindfulness breaks, virtual fitness classes, and resources for work‑life balance.

Reporting Structure

You will report directly to the Senior Manager, Customer Support, who provides mentorship, performance feedback, and career‑development planning. The senior manager collaborates closely with product, compliance, and account teams, ensuring that your frontline insights are integrated into strategic decisions.

Application Process & Next Steps

If you are ready to become the empathetic, detail‑oriented voice that guides participants through their wellness journeys, we invite you to apply today. Submit your resume and a brief cover letter highlighting your relevant experience, especially any HIPAA‑related work, and tell us why you’re excited to join brighthush. Our recruitment team will review applications on a rolling basis and reach out to qualified candidates for a virtual interview.

Join brighthush – Make a Difference Every Call

At brighthush, every conversation is an opportunity to improve health, boost morale, and create lasting change. We are an equal‑opportunity employer committed to building a workforce that reflects the communities we serve. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Take the next step toward a rewarding remote career where your compassion, accuracy, and problem‑solving skills are celebrated. and become a vital part of the brighthush mission to empower wellness, one participant at a time.