Remote Release of Information (ROI) Customer Support Specialist – Data Collaboration & Healthcare Data Security – Empowering Patients & Providers at brighthush

About brighthush

brighthush is a trailblazing data collaboration platform that is redefining how health data is secured, accessed, and leveraged across the entire healthcare ecosystem. From empowering patients to retrieve their own medical records to powering AI‑driven research that accelerates drug discovery, brighthush sits at the forefront of transforming raw data into actionable insights that improve patient outcomes worldwide. Our technology bridges the gap between data owners, researchers, and clinicians, ensuring that every piece of information is protected, compliant, and instantly available when it matters most.

Why brighthush?

At brighthush, you’ll be part of a mission‑driven team that is changing the face of healthcare. We’re not just a tech company; we’re a catalyst for better health outcomes. Every day, our platform helps clinicians, researchers, and patients make smarter decisions, reduce administrative burden, and unlock new research opportunities. If you’re passionate about data privacy, patient empowerment, and cutting‑edge technology, brighthush is the place to bring your expertise to life.

Role Overview

We are looking for a highly motivated Remote Release of Information (ROI) Customer Support Specialist to become the frontline advocate for patients, providers, and partners who rely on brighthush to manage sensitive health information. In this role, you will:

• Serve as the first point of contact for ROI‑related calls, emails, and written correspondence.
• Document every interaction in our state‑of‑the‑art software systems, maintaining meticulous records that support compliance and quality assurance.
• Collaborate with cross‑functional teams—including data security, compliance, and technical support—to resolve complex issues.
• Adhere to all internal policies, industry regulations (HIPAA, GDPR, CCPA, etc.), and best practices for data privacy.
• Contribute to continuous improvement initiatives by identifying process gaps and proposing solutions.

Key Responsibilities

• Customer Interaction: Answer and conduct business on the telephone with a 100% customer‑service mindset, ensuring every caller feels heard and supported.
• Inquiry Management: Review, research, and resolve ROI inquiries received via phone, email, or written correspondence, delivering accurate and timely responses.
• Documentation: Record all calls, inquiries, and resolutions in detail within our software systems, ensuring data integrity and audit readiness.
• Process Compliance: Follow all department and site‑specific processes, procedures, and quality assurance standards.
• Productivity & Quality: Meet or exceed departmental productivity metrics and quality assurance expectations.
• Confidentiality: Maintain strict confidentiality of all sensitive information, upholding the highest standards of professionalism.
• Collaboration: Maintain open lines of communication with colleagues and management, promptly reporting any issues, complaints, or incidents.
• Training & Development: Attend mandatory in‑service meetings, training sessions, and complete required certifications (e.g., ROI Certification, HIPAA Introductory Exam).
• Attendance & Reliability: Maintain an acceptable attendance record and report to work as scheduled.
• Additional Duties: Perform other related duties as assigned, contributing to the overall success of the ROI team.

Essential Qualifications

• High school diploma or equivalent from an accredited institution recognized by the State Department of Education.
• Friendly, professional communication style with strong customer service skills.
• Experience operating a multi‑line phone system.
• Intermediate to advanced proficiency in Microsoft Office (Word, Excel, Outlook).
• One year of experience in data entry, medical records, health care, insurance claims processing, or document proofreading/editing.
• Exceptional organizational skills and meticulous attention to detail.
• Successful completion of the annual Introductory HIPAA examination.
• Pass a 90‑day ROI Certification course with a score of 85% or higher.
• Ability to work independently in a remote environment, with reliable high‑speed internet and a distraction‑free workspace.

Preferred Qualifications

• Prior experience in a healthcare data environment or a role that required handling sensitive patient information.
• Knowledge of data privacy regulations beyond HIPAA, such as GDPR or CCPA.
• Experience with customer relationship management (CRM) or ticketing systems.
• Background in troubleshooting technical issues related to data access or security.
• Fluency in a second language commonly used in the U.S. healthcare market (e.g., Spanish).

Skills & Competencies

• Communication: Clear, concise, and empathetic verbal and written communication.
• Problem‑Solving: Ability to analyze complex situations and devise effective solutions.
• Technical Aptitude: Comfortable learning new software tools and navigating data platforms.
• Time Management: Efficiently prioritize tasks to meet deadlines while maintaining quality.
• Team Player: Collaborative mindset, willing to support colleagues and share knowledge.
• Adaptability: Thrive in a fast‑moving environment with evolving processes and technologies.

Career Growth & Development

At brighthush, we believe in investing in our people. As you grow in your role, you will have the opportunity to:

• Advance to senior ROI specialist or team lead positions.
• Transition into compliance, data governance, or technical support roles.
• Participate in cross‑functional projects that shape the future of healthcare data.
• Access continuous learning resources, including online courses, certifications, and industry conferences.
• Receive mentorship from experienced leaders who are passionate about your professional development.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, transparency, and a sense of belonging. Our culture is built on:

• Inclusivity: A diverse workforce where every voice is heard and respected.
• Collaboration: Regular virtual huddles, knowledge‑sharing sessions, and cross‑departmental initiatives.
• Innovation: Encouragement to experiment, propose new ideas, and drive change.
• Well‑Being: Resources for mental and physical health, including wellness programs and flexible scheduling.
• Recognition: Celebrating achievements through shout‑outs, awards, and milestone celebrations.

Compensation & Benefits

We offer a competitive hourly rate ranging from $15 to $18.32 USD, aligned with industry benchmarks and adjusted for experience and location. In addition to base pay, brighthush provides:

• Health, dental, and vision insurance options (subject to eligibility).
• Paid time off (PTO) and paid holidays.
• Flexible work schedule and remote work stipend.
• Professional development budget for courses, certifications, and conferences.
• Employee assistance program (EAP) for mental health support.
• Annual performance bonuses and recognition programs.

How to Apply

Ready to join a team that is shaping the future of healthcare data? Click the link below to submit your application and become part of the brighthush family.

Apply to this Job

We look forward to learning how your skills and passion can contribute to brighthush’s mission of making health data secure, accessible, and actionable for everyone.