Remote Healthcare Customer Support Specialist – Telehealth & Patient Experience Champion – Elevate Patient Care and Drive Outcomes at brighthush

About brighthush

brighthush is a pioneering force in the telehealth ecosystem, redefining how patients and clinicians connect through cutting‑edge digital platforms. Our mission is simple yet powerful: to make high‑quality healthcare accessible, compassionate, and friction‑free for everyone, regardless of location. By blending advanced technology with a patient‑first philosophy, we empower clinicians to deliver care more efficiently while giving patients a seamless, supportive experience from the first click to the last follow‑up.

Founded on the belief that technology should serve as a bridge, not a barrier, brighthush has rapidly grown into a trusted partner for hospitals, private practices, and health‑tech startups across North America and beyond. Our suite of tools—ranging from secure video visit software to AI‑driven triage assistants—has helped thousands of patients receive timely care without the need to travel. At brighthush, we’re not just building products; we’re building healthier communities.

Why This Role Matters

As a Remote Healthcare Customer Support Specialist, you become the voice of brighthush’s patients. Every interaction you manage—whether a phone call, chat, or email—directly influences patient satisfaction, adherence, and ultimately health outcomes. In a world where digital touchpoints are increasingly the norm, your role is pivotal in ensuring that technology serves as a bridge, not a barrier.

By delivering compassionate, accurate, and timely support, you help patients navigate complex health journeys with confidence. Your work ensures that the promise of telehealth—convenience, accessibility, and quality—remains true for every user. In short, you are the frontline ambassador of brighthush’s commitment to patient‑centric care.

Key Responsibilities

In this dynamic, remote position, you will:

• Deliver Exceptional Support – Respond to patient inquiries across multiple channels (phone, email, live chat, social media) with empathy, accuracy, and a solution‑oriented mindset.
• Facilitate Care Coordination – Assist with appointment scheduling, prescription refills, insurance verification, and general health information, ensuring patients feel guided every step of the way.
• Escalate and Collaborate – Identify complex issues, document them meticulously, and route them to the appropriate clinical or technical teams while maintaining clear, concise communication.
• Maintain Compliance – Use our CRM and telehealth platforms to log interactions, track follow‑ups, and uphold HIPAA and other regulatory standards.
• Drive Continuous Improvement – Participate in quality assurance initiatives, review call recordings, chat transcripts, and patient feedback to refine processes and elevate service standards.
• Champion Cross‑Functional Feedback – Work closely with marketing, product, and compliance teams to share user insights and recommend enhancements that improve the overall patient journey.
• Engage in Ongoing Learning – Attend regular training sessions to stay current on new services, policy updates, and industry best practices.
• Exhibit Resilience – Maintain a positive, solution‑oriented attitude during high‑volume periods or challenging situations, ensuring consistent service quality.
• Leverage Data for Insight – Analyze support metrics (CSAT, NPS, first‑contact resolution) to identify trends, propose solutions, and celebrate successes.
• Advocate for Patients – Serve as the patient’s advocate within the organization, ensuring their needs and concerns are heard and addressed promptly.

Essential Qualifications

• High school diploma or equivalent; additional education in healthcare, communications, or related fields is a plus.
• Minimum six months of proven customer service experience, preferably in a healthcare or telecommunication setting.
• Strong analytical and problem‑solving skills, with the ability to troubleshoot issues, identify root causes, and propose effective solutions.
• Excellent written and verbal communication skills in English; proficiency in additional languages is highly valued.
• Comfortable navigating multiple digital tools simultaneously (CRM, ticketing systems, video conferencing, etc.).
• Demonstrated ability to handle sensitive information with discretion and professionalism.
• Self‑motivated, organized, and able to manage time effectively in a remote work environment.
• Experience with remote collaboration tools (Slack, Teams, Zoom) and a reliable high‑speed internet connection.

Preferred Qualifications

• Experience in a telehealth or virtual care environment.
• Knowledge of HIPAA regulations and data privacy best practices.
• Familiarity with medical terminology and basic clinical workflows.
• Previous exposure to call center metrics such as CSAT, NPS, and first‑contact resolution.
• Multilingual capabilities—Spanish, French, Mandarin, or other widely spoken languages.
• Background in sales or cross‑selling healthcare products and services.
• Experience with CRM platforms such as Salesforce, Zendesk, or HubSpot.

Core Skills & Competencies

• Customer‑Centric Mindset – Always prioritize the patient’s experience and advocate for their needs.
• Problem‑Solving – Quickly assess situations, think critically, and deliver actionable solutions.
• Adaptability – Thrive in a dynamic environment where priorities shift and new tools emerge.
• Collaboration – Work seamlessly with teammates across departments, sharing insights and best practices.
• Attention to Detail – Ensure accuracy in data entry, documentation, and compliance adherence.
• Resilience – Maintain composure under pressure, turning challenges into opportunities for growth.
• Tech Savviness – Comfortable learning new software and troubleshooting basic technical issues.
• Time Management – Prioritize tasks effectively to meet service level agreements and patient expectations.
• Empathy & Active Listening – Build trust with patients by genuinely understanding their concerns.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Remote Healthcare Customer Support Specialist, you will have access to:

• Structured onboarding that covers product knowledge, compliance, and customer‑service excellence.
• Ongoing training modules—both mandatory and elective—covering advanced telehealth features, emerging healthcare trends, and leadership fundamentals.
• Mentorship programs pairing you with seasoned professionals who can guide your career trajectory.
• Clear promotion pathways: from Specialist to Senior Specialist, Team Lead, and beyond into managerial or product‑owner roles.
• Cross‑departmental projects that allow you to broaden your skill set and gain visibility across the organization.
• Annual performance reviews that focus on growth, skill development, and goal setting.
• Access to industry conferences, webinars, and certifications at no cost to you.
• Opportunities to contribute to product roadmap discussions, ensuring your frontline insights shape future innovations.

Work Environment & Company Culture

brighthush thrives on a culture that values transparency, innovation, and well‑being. Key cultural pillars include:

• Remote‑First Philosophy – Flexible schedules, home‑office stipends, and a robust virtual collaboration toolkit.
• Inclusive Leadership – Leaders who actively listen, provide constructive feedback, and champion diversity.
• Community Engagement – Regular virtual town halls, hackathons, and wellness challenges that bring the team together.
• Continuous Improvement – A data‑driven approach to process optimization, encouraging employees to propose and pilot new ideas.
• Work‑Life Balance – Generous paid time off, mental‑health resources, and a culture that respects personal boundaries.
• Recognition & Celebration – Monthly shout‑outs, peer‑to‑peer recognition, and annual awards for outstanding contributions.
• Innovation Labs – Dedicated time for experimentation, allowing team members to prototype new features or support workflows.

Compensation & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards and your skill set.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Comprehensive health insurance (medical, dental, vision) with options for family coverage.
• Paid training and professional development stipend.
• Flexible work hours and remote‑work stipend to cover home‑office expenses.
• Access to wellness programs, including virtual fitness classes, mindfulness sessions, and health coaching.
• Employee assistance program (EAP) for confidential counseling and support.
• Annual company retreats and virtual social events to foster camaraderie.
• 401(k) plan with company match (where applicable).
• Paid parental leave and family‑friendly policies.

How to Apply

Ready to become a pivotal part of brighthush’s mission to revolutionize patient care? Submit your resume and a brief cover letter outlining why you’re the ideal candidate for this role. We look forward to exploring how your passion and expertise can help us elevate the patient experience to new heights.

To apply, click the link below and complete the online application:

Join Us and Make a Difference

At brighthush, every interaction matters. By joining our Remote Healthcare Customer Support team, you’ll not only grow professionally but also contribute to a healthier, more connected world. If you’re driven by purpose, eager to learn, and ready to thrive in a remote, collaborative setting, we encourage you to apply today. Let’s build the future of healthcare together—one conversation at a time.