Seasoned Part‑Time Customer Service Representative – Helpline Specialist with Advanced Call Center Expertise, HIPAA Compliance, Remote Work Flexibility, and Career Advancement Opportunities at brighthush

About brighthush: Pioneering Compassionate Care in the Digital Age

brighthush is a forward‑thinking healthcare organization that is redefining how individuals with substance use and co‑occurring mental health challenges receive support. By blending evidence‑based treatment with cutting‑edge digital and telehealth platforms, we empower patients, families, and partners to navigate recovery with confidence and dignity. Our mission is simple yet powerful: to transform lives through compassionate, patient‑centered care and community partnership.

As we expand our reach, we’re inviting passionate, customer‑centric professionals to join our helpline team. In this role, you will be the first point of contact for patients and stakeholders, ensuring every interaction reflects brighthush’s commitment to empathy, confidentiality, and excellence.

Why This Role Is a Game‑Changer for Your Career

In this part‑time Customer Service Representative position, you will:

• Serve as the frontline advocate for patients and stakeholders, ensuring every interaction reflects brighthush’s commitment to empathy, confidentiality, and excellence.
• Leverage advanced call‑center technology and electronic health record (EHR) systems to provide accurate, timely, and HIPAA‑compliant assistance.
• Contribute to continuous improvement initiatives by documenting trends, identifying gaps, and collaborating with cross‑functional teams.
• Enjoy the flexibility of remote work from anywhere in the United States, with the option to work from our Coal Township office if desired.

Whether you are a seasoned call‑center veteran or a recent graduate looking to build a career in healthcare customer service, this role offers a unique blend of professional development, meaningful impact, and a supportive work environment.

Key Responsibilities

• Answering Calls and Emails: Promptly respond to inbound inquiries from patients, families, and referral partners, providing accurate information and empathetic support.
• Documenting Interactions: Record all conversations, actions taken, and follow‑up requirements in our CRM and EHR systems with precision and confidentiality.
• Resolving Inquiries: Troubleshoot issues related to treatment plans, billing, appointment scheduling, and general program information, escalating complex matters to appropriate specialists.
• Maintaining Compliance: Adhere strictly to HIPAA regulations, data privacy policies, and internal quality standards at all times.
• Performance Management: Meet or exceed key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Continuous Learning: Participate in regular training sessions on new policies, technology updates, and best practices in patient communication.

Essential Qualifications

• High school diploma or equivalent; associate’s degree preferred.
• Minimum of 2 years of experience in a call‑center or customer service environment, preferably within healthcare or a regulated industry.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and CRM platforms (e.g., Salesforce, Zendesk).
• Experience operating multi‑line phone systems and electronic health record (EHR) software.
• Strong understanding of HIPAA privacy and security requirements.
• Excellent verbal and written communication skills in English.
• Demonstrated ability to manage high call volumes while maintaining quality and accuracy.

Preferred Qualifications

• Prior experience in a mental health or substance use treatment setting.
• Knowledge of insurance billing, claims processing, and patient financial counseling.
• Familiarity with telehealth platforms and virtual care workflows.
• Experience with data analysis tools (e.g., Power BI, Tableau) for reporting trends.
• Multilingual capabilities (Spanish, French, or other languages) are a plus.

Core Skills & Competencies

• Customer‑First Mindset: Ability to listen actively, empathize, and provide solutions that align with patient needs.
• Technical Proficiency: Comfortable navigating multiple software applications simultaneously and troubleshooting basic technical issues.
• Attention to Detail: Accurate data entry, meticulous documentation, and strict adherence to compliance protocols.
• Time Management: Efficiently balance multiple tasks, prioritize urgent requests, and meet performance metrics.
• Collaboration: Work seamlessly with clinical teams, billing departments, and program managers to resolve complex cases.
• Adaptability: Thrive in a fast‑changing environment, quickly learning new processes and technologies.

Career Growth & Learning Opportunities

At brighthush, we believe that every team member’s growth fuels our collective success. As a Customer Service Representative, you will:

• Access a structured onboarding program that includes mentorship, role‑specific training, and shadowing opportunities.
• Participate in quarterly skill‑building workshops covering advanced communication techniques, cultural competency, and mental health first aid.
• Earn certifications such as Certified Customer Service Professional (CCSP) or HIPAA Compliance Specialist through our tuition reimbursement program.
• Explore career pathways into clinical support, program coordination, or quality improvement roles, with clear progression tracks and internal promotion policies.
• Benefit from a culture that values continuous improvement, encouraging you to propose ideas that enhance patient experience and operational efficiency.

Work Environment & Company Culture at brighthush

Our remote‑first approach means you can work from the comfort of your home while staying connected to a vibrant, collaborative team. We foster a culture of:

• Inclusivity: A diverse workforce that respects and celebrates differences, ensuring every voice is heard.
• Transparency: Open communication channels, regular town‑hall meetings, and real‑time feedback loops.
• Well‑Being: Access to mental health resources, wellness webinars, and flexible scheduling to support work‑life balance.
• Innovation: A commitment to leveraging technology to improve patient outcomes and streamline operations.
• Community Engagement: Opportunities to volunteer, participate in outreach events, and contribute to public health initiatives.

Compensation, Perks, and Benefits

• Annual Salary: $34,320 (part‑time, prorated based on hours worked).
• Flexible Hours: Choose shifts that fit your schedule, with options for evening, weekend, and night coverage.
• Remote Work: Work from anywhere in the United States; occasional travel to our Coal Township office is optional.
• Health & Wellness: Eligibility for a comprehensive benefits package (medical, dental, vision) after a short probationary period.
• Tuition Reimbursement: Up to $5,000 annually for approved courses, certifications, or degree programs related to your role.
• Paid Time Off: Accrued vacation, sick leave, and personal days based on tenure.
• Employee Assistance Program (EAP): Confidential counseling and support services.
• Professional Development: Access to internal training, conferences, and industry certifications.

How to Apply and Next Steps

If you are ready to make a tangible difference in the lives of patients while advancing your career in a supportive, innovative environment, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you are the ideal candidate for this role. Our recruitment team will review your application promptly and schedule a virtual interview to discuss how your skills align with brighthush’s mission.

Join brighthush and become part of a team that values compassion, excellence, and continuous growth. Together, we can help patients achieve lasting recovery and build healthier communities.