Seasoned Remote Customer Care Representative – Healthcare & Laboratory Services – Patient Support Specialist

About brighthush

At brighthush, we are redefining the way people experience healthcare. Our mission is to empower patients and providers alike by delivering reliable, patient‑focused support that bridges the gap between complex medical information and everyday life. With a global footprint and a commitment to innovation, brighthush is at the forefront of laboratory services, diagnostics, and patient engagement. We believe that every interaction should be seamless, compassionate, and accurate—because the health of our communities depends on it.

Why Join brighthush?

As a fully remote Customer Care Representative, you will become an integral part of a dynamic team that values continuous improvement, empathy, and data‑driven excellence. You’ll have the flexibility to work from anywhere while contributing to a mission that matters. At brighthush, we celebrate diversity, foster inclusion, and invest in your professional growth through mentorship, training, and clear career pathways.

Key Responsibilities

• Patient‑Centric Support: Deliver consistent, high‑quality service across inbound and outbound channels, including phone, email, chat, and fax. Handle routine inquiries about test results, appointment scheduling, billing, and general health information with empathy and professionalism.
• Data Integrity & Confidentiality: Safeguard patient privacy by adhering to HIPAA regulations and internal data‑security protocols. Ensure all personal and health information is handled with the utmost confidentiality.
• Scripted & Adaptive Communication: Follow established scripts while tailoring responses to individual patient needs. Use active listening to identify underlying concerns and provide appropriate solutions or referrals.
• Multi‑Channel Management: Manage simultaneous conversations across various digital platforms, ensuring timely and accurate responses. Escalate complex issues to the appropriate specialists when necessary.
• Quality Assurance: Meet or exceed productivity, accuracy, and quality metrics. Participate in regular coaching sessions and quality audits to continuously improve service delivery.
• Collaboration & Flexibility: Support different client groups and teams as business needs evolve. Adapt to new processes, tools, and technologies with a growth mindset.
• Continuous Learning: Engage in ongoing training related to laboratory services, medical terminology, and emerging digital tools to stay ahead of industry trends.

Essential Qualifications

• Minimum of one year of customer service experience, preferably in a healthcare or laboratory environment.
• Strong written and verbal communication skills in English; additional languages are a plus.
• Proficiency with Microsoft Outlook, Excel, and standard phone systems.
• Experience using chat platforms, automation tools, and AI‑assisted workflows.
• Demonstrated ability to maintain high accuracy and quality under pressure.
• Excellent organizational skills and attention to detail.
• Self‑motivated, proactive, and comfortable working independently in a remote setting.

Preferred Qualifications

• Background in healthcare customer support, clinical operations, or laboratory services.
• Familiarity with HIPAA compliance and patient privacy best practices.
• Experience with CRM systems and ticketing platforms.
• Knowledge of medical terminology, diagnostic tests, and laboratory workflows.
• Previous exposure to remote work environments and virtual collaboration tools.

Core Skills & Competencies

• Empathy & Compassion: Ability to connect with patients, understand their concerns, and provide reassuring guidance.
• Problem‑Solving: Quickly identify root causes and offer effective solutions or appropriate escalations.
• Adaptability: Thrive in a fast‑changing environment, embracing new technologies and processes.
• Time Management: Balance multiple tasks while meeting or exceeding response time targets.
• Team Collaboration: Work seamlessly with cross‑functional teams, including clinical staff, billing, and IT.
• Data‑Driven Mindset: Use metrics and feedback to refine service delivery and drive continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we believe that your career should evolve alongside your passions. As a Customer Care Representative, you will have access to:

• Structured mentorship programs with senior leaders in customer experience and clinical operations.
• Paid training courses covering medical terminology, laboratory science, and advanced customer service techniques.
• Clear promotion pathways to roles such as Senior Support Specialist, Team Lead, or Customer Experience Manager.
• Cross‑departmental projects that allow you to broaden your skill set and contribute to strategic initiatives.
• Annual performance reviews that recognize achievements and outline personalized development plans.

Work Environment & Company Culture

Working remotely from the comfort of your own space, you’ll still feel connected to a vibrant, collaborative culture. Our core values—Integrity, Innovation, Compassion, and Excellence—guide every interaction and decision. We celebrate achievements through virtual town halls, peer recognition programs, and community service initiatives. Your voice matters, and we actively seek your input to shape policies, processes, and the future of patient support.

Compensation, Perks & Benefits

• Competitive Pay: Starting at $17.20 per hour, with opportunities for performance‑based bonuses.
• Health & Wellness: Full‑time employees (30+ hours/week) receive medical, supplemental health, dental, and vision coverage from day one.
• Well‑Being Programs: Access to mental health resources, counseling services, and wellness apps.
• Paid Time Off: Generous vacation policy, flexible health days, six recognized holidays, and an additional personal day.
• Financial Wellness: 401(k) plan with up to 5% company match after 12 months, employee stock purchase plan, and financial coaching.
• Insurance & Protection: Life and disability insurance with optional buy‑up options, flexible spending accounts, and matching gift program.
• Professional Development: Tuition reimbursement, certification support, and access to industry conferences.

Equal Opportunity Statement

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or any other protected status.

Ready to Make a Difference?

If you are passionate about delivering exceptional patient support, thrive in a remote setting, and want to grow your career in a forward‑thinking healthcare organization, we want to hear from you. Join brighthush and help us transform the patient experience—one conversation at a time.