Seasonal Customer Service Advocate – Healthcare & Laboratory Support Specialist – Driving Patient Outcomes, Ensuring Regulatory Compliance, and Innovating Medication Monitoring Solutions at brighthush

About brighthush

brighthush stands at the forefront of laboratory science and patient‑centric care, weaving cutting‑edge technology with an unwavering commitment to public health. For over a decade, we have pioneered medication monitoring and drug testing solutions that deliver real‑time, objective data to clinicians, laboratories, and health systems worldwide. Our innovations empower healthcare providers to make informed decisions, reduce prescription misuse, and safeguard patient safety. Every interaction—whether with a clinician, a laboratory technician, or a healthcare organization—is an opportunity to create measurable, positive health outcomes. Our mission is to transform how medication adherence is monitored, ensuring patients receive the best possible care while protecting communities from the risks of uncontrolled drug use.

Why Join brighthush?

As a Seasonal Customer Service Advocate at brighthush, you become the first line of support for a diverse client base that includes clinicians, laboratories, and healthcare organizations. Your role blends technical support, problem‑solving, and relationship building in a fast‑paced, collaborative environment. If you thrive on helping people, enjoy learning about the latest in laboratory science, and want to be part of a mission‑driven team that values innovation, integrity, and continuous improvement, this is the place for you. At brighthush, we celebrate curiosity, encourage experimentation, and reward those who push the boundaries of what’s possible in patient care.

Role Overview

In this role, you will be the trusted partner for our clients, ensuring they receive the highest level of service and support. Your day‑to‑day responsibilities will include:

Key Responsibilities

• Client First Contact: Manage inbound calls, live chat inquiries, and support tickets with professionalism, empathy, and a solutions‑oriented mindset.
• Onboarding & Account Management: Process new client registrations, service contracts, and practice updates; maintain accurate account information in our Laboratory Information System (LIS) and CRM.
• Specimen & Billing Support: Resolve specimen status issues, process billing inquiries, and facilitate amendments or cancellations while ensuring compliance with regulatory standards.
• Technical Assistance: Provide first‑line support for the brighthush customer portal, troubleshoot common technical problems, and guide users through system navigation.
• Cross‑Functional Collaboration: Partner with laboratory, clinical, billing, and shipping teams to resolve complex issues and guarantee seamless service delivery.
• Data Integrity & Compliance: Record all interactions in detail, adhere to HIPAA and confidentiality policies, and uphold rigorous data security standards.
• Process Improvement: Identify recurring issues, propose actionable solutions, and contribute to the development of SOPs, training materials, and knowledge base articles.
• Outbound Outreach: Conduct follow‑up calls to gather missing information, confirm specimen details, or clarify billing questions, ensuring no detail is overlooked.
• Continuous Learning: Stay current with laboratory protocols, regulatory changes, and product updates to provide accurate, up‑to‑date information to clients.
• Special Projects: Participate in ad‑hoc initiatives such as system migrations, pilot programs, or client satisfaction surveys, adding value beyond day‑to‑day tasks.

Additional Day‑to‑Day Activities

• Monitor and respond to automated alerts from the LIS regarding specimen delays or quality issues.
• Collaborate with the Quality Assurance team to review audit findings and implement corrective actions.
• Assist in the creation and maintenance of a comprehensive FAQ and troubleshooting guide for new and existing clients.
• Participate in weekly cross‑departmental huddles to share insights, discuss emerging trends, and align on service priorities.
• Support the implementation of new features in the customer portal by providing user feedback and testing support.

Essential Qualifications

• Associate’s degree or equivalent experience; Bachelor’s degree highly preferred.
• Minimum 1–2 years of customer service experience, preferably in healthcare, biotechnology, or a related field.
• Proven ability to manage high call volumes, live chat, and email inquiries with composure and efficiency.
• Strong written and verbal communication skills, with a focus on clarity, empathy, and professionalism.
• Excellent problem‑solving and critical‑thinking abilities; able to troubleshoot complex issues and propose effective solutions.
• Proficiency in brighthush Office (Excel, Word, Outlook, PowerPoint) and comfortable using telephony and CRM systems.
• Experience with brighthush or similar CRM platforms is a plus.
• Reliable, high‑speed internet connection (minimum 1 Gbps) and a dedicated work environment.
• Strong attention to detail, organizational skills, and the ability to multitask and prioritize effectively.
• Self‑starter who can work independently while collaborating seamlessly with cross‑functional teams.
• Commitment to HIPAA compliance, data security, and confidentiality at all times.
• Regular, reliable attendance and a flexible approach to evolving business needs.

Preferred Qualifications

• Background in laboratory operations, clinical support, or medical billing.
• Experience with laboratory information systems or electronic health record (EHR) platforms.
• Knowledge of drug testing protocols, medication monitoring, and related regulatory requirements.
• Previous exposure to a fast‑paced, high‑volume customer service environment.
• Demonstrated ability to develop training materials or conduct client onboarding sessions.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strong analytical skills and the ability to interpret data to inform decisions.
• Adaptability and resilience in a dynamic, evolving environment.
• Team player who values collaboration, knowledge sharing, and mutual support.
• Proactive attitude toward continuous improvement and process optimization.
• Tech‑savvy: comfortable navigating multiple software platforms and troubleshooting basic technical issues.

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As a CSA, you’ll have access to a structured learning path that includes:

• On‑the‑job training with seasoned mentors who share real‑world insights.
• Regular workshops on laboratory science, regulatory compliance, and customer engagement.
• Opportunities to cross‑train in billing, specimen logistics, or quality assurance, broadening your skill set.
• Clear advancement tracks to roles such as Senior CSA, Team Lead, or Customer Success Manager.
• Support for professional certifications and continuing education through tuition assistance.

Work Environment & Culture

brighthush fosters a culture of transparency, collaboration, and innovation. Our team values:

• Open communication and constructive feedback that fuels personal and professional growth.
• Work‑life balance, with flexible scheduling options where possible to accommodate diverse lifestyles.
• Recognition of individual contributions and team achievements through awards, shout‑outs, and milestone celebrations.
• A commitment to diversity, equity, and inclusion—ensuring every voice is heard and respected.
• Community engagement initiatives, such as volunteer days and health‑education outreach, that reinforce our mission to improve public health.

Compensation & Benefits

Hourly Pay: $21–$24 per hour, commensurate with experience and location. Additional compensation may be available based on performance and business needs.

Benefits Package

• Medical, Dental, and Vision insurance plans tailored to your needs.
• Disability and life insurance options for added peace of mind.
• 401(k) retirement plan with company match to secure your future.
• Paid time off, holidays, and flexible scheduling to support work‑life harmony.
• Tuition assistance for approved courses and certifications to accelerate your career.
• Access to behavioral and health care resources, including counseling and wellness programs.
• Employee wellness stipend and on‑site fitness options to keep you energized.

How to Apply

If you are ready to bring your customer‑service expertise to a mission‑driven laboratory and help shape the future of medication monitoring, we encourage you to apply today. Join brighthush and become part of a team that values excellence, innovation, and the well‑being of patients worldwide.