Seasoned Customer Service Specialist – FMLA & Disability Support – Remote, Full‑Time, Health Information Services at brighthush

About brighthush

brighthush is a trailblazing health‑information technology company that is redefining how medical records are released to patients, providers, and other stakeholders. With a diverse team of more than 800 professionals, brighthush has earned recognition as a Top Workplace by USA Today and has consistently appeared on the Inc. 5000 list of fastest‑growing companies for a decade. Our mission is simple yet powerful: to make health information more accessible, secure, and user‑friendly for everyone involved in the care continuum.

At brighthush, we believe that the best solutions are built by people who are passionate about technology, patient care, and continuous improvement. We foster a culture of collaboration, innovation, and personal growth, ensuring that every team member has the opportunity to thrive and make a tangible impact on the health ecosystem.

Your Role

As a Customer Service Specialist – FMLA & Disability Support, you will be the frontline advocate for our clients, patients, and requestors. Working remotely, you will handle a high volume of inquiries related to FMLA paperwork and disability requests, ensuring that every interaction is handled with professionalism, empathy, and accuracy. Your role is critical to maintaining the trust and satisfaction of our stakeholders while upholding the highest standards of data privacy and compliance.

Key Responsibilities

• Respond promptly to customer calls, emails, and chat inquiries regarding FMLA and disability documentation.
• Provide clear, concise, and accurate information about request status, required documentation, and next steps.
• Document all interactions in the Med‑Release system, ensuring notes are detailed, timely, and compliant with internal policies.
• Securely fax or email records to requestors while maintaining strict confidentiality and adherence to HIPAA regulations.
• Monitor the dedicated FMLA email inbox to ensure no message is overlooked and that all responses meet our service‑level agreements.
• Collaborate with cross‑functional teams—including Compliance, IT, and Operations—to resolve complex issues and improve service processes.
• Track and report on daily, weekly, and monthly performance metrics, such as call volume, resolution time, and customer satisfaction scores.
• Participate in ongoing training and professional development initiatives to stay current on industry best practices and regulatory changes.
• Maintain a positive, empathetic, and professional attitude toward all customers, embodying brighthush’s commitment to exceptional service.

Essential Qualifications

• High school diploma or GED; bachelor’s degree preferred.
• Minimum of 1 year of call‑center or customer‑service experience, preferably in a healthcare or regulatory environment.
• Excellent written and verbal communication skills, with the ability to convey complex information in a clear, friendly manner.
• Strong analytical and problem‑solving abilities, capable of troubleshooting issues and identifying root causes.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and experience using CRM or ticketing systems.
• Typing speed of at least 50 words per minute.
• Exceptional time‑management skills, able to prioritize tasks and manage multiple inquiries simultaneously.
• Demonstrated commitment to confidentiality and a solid understanding of HIPAA and PHI protection.
• Reliable high‑speed internet connection and a quiet, dedicated workspace for remote work.

Preferred Qualifications

• Experience working in the medical or health‑information industry.
• Knowledge of FMLA regulations and disability documentation processes.
• Familiarity with electronic health record (EHR) systems or medical billing software.
• Previous experience with remote customer‑service teams and virtual collaboration tools.
• Certification or coursework in customer‑service excellence or healthcare compliance.

Skills & Competencies

• Customer‑Centric Mindset: Passion for helping people and a genuine desire to solve their problems.
• Attention to Detail: Accuracy in data entry, documentation, and adherence to compliance standards.
• Adaptability: Ability to thrive in a fast‑changing environment and embrace new technologies.
• Team Player: Willingness to collaborate across departments and share knowledge.
• Self‑Motivation: Strong drive to work independently while maintaining high productivity.
• Empathy & Patience: Ability to handle sensitive situations with grace and professionalism.
• Problem‑Solving: Creative thinking to resolve customer issues efficiently.
• Technical Proficiency: Comfortable learning new software and troubleshooting basic technical issues.

Career Growth & Learning

At brighthush, we invest in our people. As a Customer Service Specialist, you will have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on HIPAA compliance, new product features, and industry trends.
• Opportunities to transition into roles such as Quality Assurance Analyst, Compliance Specialist, or Product Support Engineer.
• Internal career pathways that reward performance, initiative, and continuous improvement.
• Access to a digital learning library, webinars, and conferences to broaden your skill set.

Work Environment & Culture

brighthush is proud of its inclusive, collaborative culture that values diverse perspectives and encourages innovation. Our remote‑first model means you can work from anywhere while staying connected through:

• Weekly virtual team huddles and cross‑functional stand‑ups.
• Real‑time collaboration tools (Slack, Teams, Zoom).
• Annual virtual retreats and optional in‑person meet‑ups for team building.
• Open‑door communication with leadership and transparent decision‑making.
• A culture that celebrates wins, learns from challenges, and continuously seeks better ways to serve our customers.

Compensation & Benefits

We offer a competitive hourly rate of $15–$17 per hour, commensurate with experience and performance. In addition to base pay, you will enjoy:

• 401(k) plan with company matching.
• Comprehensive health, dental, and vision insurance plans.
• Paid time off (vacation, sick leave, and personal days).
• Paid volunteer day of your choice to give back to your community.
• Employee Assistance Program (EAP) for mental health and well‑being support.
• Life insurance and short‑term disability coverage.
• Access to a wellness stipend and virtual fitness classes.
• Professional development stipend for courses, certifications, or conferences.

How to Apply

If you are a dedicated, customer‑focused professional ready to make a real difference in the health‑information space, we encourage you to apply today. Join brighthush and help shape the future of medical record release while advancing your career in a supportive, growth‑oriented environment.