Remote Health Care Customer Support Specialist – Compassionate, Tech‑Enabled Patient Assistance & Care Coordination Expert, Delivering Seamless Support Across Global Telehealth Platforms at brighthush

About brighthush

brighthush is more than a technology provider; it is a movement that is reshaping the patient experience in the 21st‑century health‑care ecosystem. By weaving together cutting‑edge software, advanced data analytics, and a culture of empathy, brighthush empowers patients, clinicians, and caregivers to connect, communicate, and collaborate in real time. Our mission is simple yet ambitious: to transform the way care is delivered, making it more accessible, efficient, and human‑centered.

At the core of this mission lies our remote support team—an agile, highly skilled group that ensures every patient interaction is handled with professionalism, precision, and genuine care. As a Remote Health Care Customer Support Specialist, you will be the frontline ambassador of brighthush, translating complex technology into clear, compassionate guidance for users across the globe.

Why Join brighthush?

When you join brighthush, you become part of a purpose‑driven organization that values diversity, continuous learning, and innovation. We offer a fully remote work environment that lets you balance personal commitments with professional growth, all while contributing to a larger purpose: improving the health‑care experience for millions of patients worldwide.

Our culture is built on collaboration, transparency, and a shared commitment to excellence. We celebrate curiosity, reward initiative, and foster an environment where every voice is heard and every idea has the potential to shape the future of health‑tech.

Key Responsibilities

• Multi‑Channel Support: Deliver high‑quality assistance via phone, email, live chat, and video calls to patients, caregivers, and health‑care providers.
  • Respond to inquiries within the company’s defined SLA.
  • Use empathy and active listening to understand user needs.
  • Document every interaction accurately in our CRM.
• Issue Diagnosis & Resolution: Troubleshoot technical and procedural issues, escalating complex cases to specialized teams when necessary.
  • Identify root causes using diagnostic tools and knowledge bases.
  • Document solutions and update knowledge articles for future reference.
  • Follow up with users to confirm satisfaction.
• Data Accuracy & Compliance: Log all interactions accurately in our CRM system, ensuring strict adherence to HIPAA, GDPR, and internal data‑management policies.
  • Maintain audit trails for all patient communications.
  • Verify data integrity before closing tickets.
  • Participate in quarterly data‑quality reviews.
• Cross‑Functional Collaboration: Partner with product, engineering, and clinical teams to provide real‑time feedback on user experience and system improvements.
  • Attend sprint reviews and usability testing sessions.
  • Translate user pain points into actionable product enhancements.
  • Contribute to the creation of user‑friendly documentation.
• Process Improvement: Identify recurring pain points, propose actionable solutions, and champion initiatives that enhance workflow efficiency and customer satisfaction.
  • Analyze support metrics to spot trends.
  • Lead pilot projects for new support workflows.
  • Document best practices for the support playbook.
• Compliance & Security: Maintain rigorous compliance with all regulatory requirements, including data privacy, security protocols, and quality‑assurance standards.
  • Participate in quarterly compliance audits.
  • Stay updated on evolving regulations.
  • Report potential security incidents promptly.
• Performance Metrics: Meet or exceed key performance indicators such as response time, resolution rate, first‑contact resolution, and customer satisfaction scores.
  • Track weekly KPI dashboards.
  • Implement continuous improvement plans.
  • Share insights with the leadership team.
• Continuous Learning: Engage in ongoing training, certifications, and knowledge‑sharing sessions to stay ahead of industry trends and product updates.
  • Complete quarterly e‑learning modules.
  • Share insights with the support community.
  • Attend industry webinars and conferences.

Essential Qualifications

• Minimum of 1 year of customer‑facing experience in a health‑care, technology, or service‑oriented environment.
• Exceptional verbal and written communication skills, with the ability to explain complex concepts in simple, empathetic terms.
• Proficiency with customer‑support platforms (e.g., brighthush, brighthush, brighthush) and basic troubleshooting of software and hardware issues.
• High level of empathy and patience when dealing with patients experiencing health‑related stress or confusion.
• Self‑motivated, detail‑oriented, and capable of managing multiple tasks simultaneously in a remote setting.
• Basic understanding of health‑care terminology, patient portals, and electronic health records (EHR) is highly desirable.

Preferred Qualifications

• Bachelor’s degree in Health Sciences, Business, Information Technology, or a related field.
• Experience working with HIPAA‑compliant systems and a strong grasp of data privacy regulations.
• Previous remote work experience with a proven track record of meeting performance metrics.
• Knowledge of brighthush’s product suite (patient portal, telehealth platform, care coordination tools).
• Multilingual capabilities, especially in Spanish, French, or Mandarin, to serve a diverse patient population.
• Certified customer‑service or technical support credentials (e.g., ITIL, CompTIA A+).

Skills & Competencies

• Technical Proficiency: Comfortable navigating multiple software applications, troubleshooting connectivity issues, and guiding users through step‑by‑step solutions.
• Communication: Clear, concise, and compassionate communication across written and verbal channels.
• Problem‑Solving: Analytical mindset with the ability to diagnose root causes and implement effective solutions quickly.
• Time Management: Ability to prioritize tasks, manage time effectively, and maintain high productivity in a remote environment.
• Collaboration: Strong teamwork skills, including cross‑functional collaboration with engineering, product, and clinical teams.
• Adaptability: Comfortable with rapid change, new technologies, and evolving processes.
• Customer‑Centric Mindset: Commitment to delivering exceptional service and turning challenges into opportunities for improvement.

Career Growth & Learning Opportunities

brighthush is committed to nurturing talent and fostering professional development. As a Remote Health Care Customer Support Specialist, you’ll have access to:

• Structured onboarding and continuous training programs covering product knowledge, compliance, and soft‑skills development.
• Mentorship from senior support engineers and product managers to accelerate your learning curve.
• Clear career pathways, including roles such as Senior Support Specialist, Support Team Lead, Product Analyst, or Technical Support Engineer.
• Annual performance reviews with actionable feedback and personalized development plans.
• Opportunities to contribute to product roadmaps, process improvements, and quality‑assurance initiatives.
• Access to a library of e‑learning courses, industry certifications, and conference sponsorships.

Work Environment & Culture

At brighthush, we believe that a supportive, inclusive culture is the foundation of high performance. Our remote work model offers:

• Flexible scheduling to accommodate different time zones and personal commitments.
• Regular virtual team meetings, town halls, and informal “coffee chats” to foster connection.
• Access to a digital collaboration hub (e.g., brighthush, brighthush, brighthush) that keeps everyone aligned.
• A culture of psychological safety where every voice is heard and valued.
• Recognition programs that celebrate achievements, milestones, and innovative ideas.
• Community outreach initiatives that allow employees to give back to local health‑care organizations.

Compensation, Perks & Benefits

brighthush offers a competitive salary range of $40,492 to $43,000 per year, commensurate with experience and performance. In addition to base pay, you’ll enjoy:

• Health, dental, and vision insurance plans with generous coverage options.
• Flexible spending accounts (FSA) and health savings accounts (HSA) to manage out‑of‑pocket costs.
• Paid time off (PTO) policy that includes vacation, sick leave, and personal days.
• 401(k) retirement plan with company match to help secure your future.
• Professional development stipend for courses, certifications, and conferences.
• Wellness programs, including virtual fitness classes, mental‑health resources, and mindfulness sessions.
• Employee assistance program (EAP) for confidential counseling and support.
• Annual tech stipend for home‑office equipment and high‑speed internet.
• Employee referral bonuses and quarterly team‑building retreats.

How to Apply

Ready to make a tangible difference in patient care while advancing your career in a supportive, tech‑forward environment? Submit your application through our careers portal and join the brighthush family today.