Seasoned Customer Care Specialist – Remote Health & Laboratory Support in Michigan – 1+ Year Experience, Competitive Compensation & Full Benefits at brighthush – Join a Leading Healthcare Innovation Team

About brighthush

brighthush is a forward‑thinking health‑care partner that delivers diagnostic testing and laboratory services to patients, clinicians, and payers across the United States. With a mission to improve patient outcomes through accurate, timely, and compassionate care, brighthush has built a reputation for excellence, innovation, and a culture that places the patient and the employee at the heart of everything we do. Our remote work model empowers employees to balance professional growth with personal well‑being, while our commitment to continuous improvement ensures that every team member has the tools and support needed to thrive.

Why brighthush?

At brighthush, you’ll join a team that is redefining the way health‑care support is delivered. We combine cutting‑edge technology with a human‑centered approach, creating a work environment where your voice matters, your ideas are heard, and your career trajectory is shaped by your ambition and performance. Whether you’re a seasoned professional or a recent graduate, brighthush offers a platform for growth, learning, and meaningful impact.

Key Responsibilities

As a Customer Care Representative at brighthush, you will be the frontline voice of our organization, ensuring that every interaction reflects our core values of Customer First, Care, and Collaboration. Your day‑to‑day duties will include:

• Managing inbound and outbound calls, emails, chats, and AI‑driven inquiries related to patient results, test orders, and service issues.
• Adhering to scripted protocols while delivering a personalized, empathetic experience that upholds confidentiality and regulatory compliance.
• Resolving routine health‑related questions with accuracy and speed, escalating complex cases to the appropriate specialist teams.
• Maintaining meticulous records in our customer relationship management system, ensuring data integrity and audit readiness.
• Participating in continuous improvement initiatives, providing feedback on process enhancements, and embracing new digital tools.
• Supporting multiple client groups based on shifting business needs, demonstrating flexibility and a proactive mindset.
• Collaborating with cross‑functional teams—clinical, technical, compliance—to resolve issues and improve service delivery.
• Monitoring key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores, and taking corrective action when necessary.
• Contributing to the development of knowledge base articles, FAQs, and training materials to empower both customers and colleagues.
• Actively participating in team huddles, training sessions, and quality assurance reviews to stay aligned with company standards.
• Assisting in the onboarding of new team members by sharing best practices and providing mentorship.

Essential Qualifications

To excel in this role, you must bring:

• At least one year of proven customer service experience, preferably in a health‑care or laboratory environment.
• Strong written and verbal communication skills in English, with the ability to convey complex information clearly and compassionately.
• Proficiency with digital tools such as Microsoft Outlook, Excel, phone systems, chat platforms, and basic automation workflows.
• Demonstrated commitment to accuracy, quality, and productivity, with a track record of meeting or exceeding performance metrics.
• Excellent problem‑solving skills and the ability to remain calm under pressure while maintaining a positive attitude.
• Adherence to confidentiality standards and a deep respect for patient privacy.
• Availability to work flexible hours, including evenings, weekends, and holidays, to support a 24/7 service model.
• Basic understanding of health‑care terminology and laboratory testing processes.

Preferred Qualifications

While not mandatory, the following experience will give you a competitive edge:

• Direct exposure to laboratory testing processes, patient result reporting, or health‑care customer support.
• Experience with AI‑driven customer service tools or chatbots.
• Knowledge of health‑care regulations such as HIPAA and an understanding of data security best practices.
• Previous involvement in continuous improvement projects or process optimization initiatives.
• Familiarity with quality management systems (QMS) or accreditation standards (e.g., CAP, CLIA).
• Experience working in a remote or virtual team environment.

Skills & Competencies

Success at brighthush requires a blend of technical and soft skills:

• Digital Fluency: Comfortable navigating multiple software platforms and adapting to new technologies quickly.
• Customer‑Centric Mindset: Always prioritizing the patient’s needs and delivering solutions that exceed expectations.
• Collaboration: Working seamlessly with cross‑functional teams, including clinical, technical, and compliance units.
• Continuous Improvement: Actively seeking ways to streamline processes, reduce errors, and enhance the customer journey.
• Resilience & Adaptability: Thriving in a dynamic environment with rotating shifts and evolving priorities.
• Attention to Detail: Maintaining high standards of accuracy in data entry, documentation, and regulatory compliance.
• Empathy & Emotional Intelligence: Understanding and responding to the emotional states of patients and colleagues.
• Time Management: Balancing multiple tasks and priorities while meeting deadlines.
• Analytical Thinking: Interpreting data, identifying trends, and making informed decisions.

Career Growth & Learning Opportunities

At brighthush, we believe that every employee’s growth is a shared success. As a Customer Care Representative, you will have access to:

• Structured onboarding and ongoing training programs that cover product knowledge, compliance, and advanced customer service techniques.
• Mentorship from seasoned professionals who are passionate about coaching and development.
• Cross‑training opportunities across different functional areas, such as clinical operations, quality assurance, and data analytics.
• Clear career pathways that can lead to supervisory roles, quality management, or specialized health‑care support positions.
• Access to industry conferences, webinars, and certification courses to keep your skills at the cutting edge.
• Regular performance reviews that provide actionable feedback and identify growth opportunities.
• Leadership development programs for high‑potential employees.
• Opportunities to contribute to strategic projects that shape the future of health‑care support.

Work Environment & Company Culture

brighthush fosters a culture that values:

• Employee Well‑Being: Comprehensive health plans, mental health resources, and wellness programs designed to support physical, financial, and developmental health.
• Inclusivity & Equity: A commitment to equal opportunity, celebrating diversity, and ensuring a respectful workplace for all.
• Innovation & Agility: Encouraging employees to experiment, propose new ideas, and adopt technology that enhances service delivery.
• Recognition & Rewards: Regular performance bonuses, employee stock purchase plans, and recognition events that celebrate individual and team achievements.
• Flexibility: Remote work options, rotational weekend schedules, and flexible hours that accommodate life outside of work.
• Community Engagement: Volunteer opportunities and partnerships with local health organizations to give back to the communities we serve.
• Transparent Communication: Open channels for feedback, regular town halls, and a leadership team that listens and responds.
• Collaborative Spirit: A team‑first mentality where collaboration across departments is encouraged and celebrated.

Compensation & Benefits

We offer a competitive hourly rate of $17.20+ per hour, with the potential for annual performance bonuses. In addition to a robust benefits package, you will enjoy:

• Day‑one medical, dental, and vision coverage for full‑time employees working 30+ hours.
• Well‑being programs such as brighthush annual health assessment and brighthush mental health support.
• Vacation, health, and flexible time off, plus six paid holidays and an additional brighthush off for personal use.
• FinFit financial coaching, 401(k) pre‑tax and Roth IRA options with a company match up to 5% after 12 months, and an employee stock purchase plan.
• Life and disability insurance, flexible spending accounts, and a matching gifts program.
• Education assistance through brighthush for Education, supporting your professional development and lifelong learning.
• Employee assistance program (EAP) for confidential counseling and support services.
• Access to a digital wellness platform that offers meditation, fitness, and stress‑management tools.

How to Apply

Ready to join a team that values your expertise, supports your growth, and rewards your dedication? Submit your application today and become part of brighthush’s mission to deliver exceptional health‑care support from the comfort of your home. We look forward to welcoming you to our remote family and exploring the impact we can make together.