Seasoned Remote Customer Experience Representative – Champion Patient Advocacy & Support at brighthush

About brighthush

brighthush is a bold, mission‑driven startup that is redefining the way patients navigate the U.S. healthcare system. Founded in 2022, we have quickly become a trusted partner for millions of individuals seeking clarity, support, and better health outcomes. Our unique platform pairs patients with expert advocates who guide them through appointments, insurance questions, and treatment plans—cutting through the red tape that often leaves people feeling lost and overwhelmed.

With backing from leading venture capital firms—now all unified under the single banner of brighthush—we have secured the resources to scale our impact while staying true to our core values of empathy, precision, and heart. Our fully remote U.S. team is lean, high‑energy, and growing fast. We’re not a place to coast; we’re a place to innovate, iterate, and deliver world‑class care experiences.

Why Join brighthush

Healthcare in the U.S. is fundamentally broken. The system is so complex that 88% of adults lack the health literacy needed to navigate it without help. At brighthush, we cut through that complexity by providing patients with a single point of contact—a compassionate advocate who understands the system and can translate it into actionable, personalized guidance.

As a Remote Customer Experience Representative, you will be at the frontline of this transformation. You’ll help patients and advocates alike, ensuring that every interaction is seamless, supportive, and ultimately life‑changing. If you’re ready to stretch yourself, sharpen your edge, and do the best work of your life alongside a team that cares deeply, you’re in the right place.

Key Responsibilities

• Master the brighthush Ecosystem: Quickly learn our systems, tools, and technology to deliver a consistent, high‑quality support experience.
• Deliver World‑Class Customer Service: Use the resources we provide to assist clients and advocates via phone, email, and chat—ensuring every interaction reflects our brand values.
• Collect & Act on Feedback: Gather, track, and analyze feedback from patients and advocates to drive continuous improvement of our platform and service.
• Build Strong Relationships: Establish trust with clients and advocates, making them feel heard, understood, and supported throughout their journey.
• Resolve Complex Inquiries: Handle a wide range of issues—from appointment confirmations to in‑depth troubleshooting—resolving them to complete satisfaction.
• Report & Escalate Issues: Identify friction points, document root causes, and collaborate with cross‑functional teams to implement solutions.
• Collaborate with the Team: Share insights, suggest improvements, and contribute to a culture of continuous learning and high performance.

What You’ll Bring

• Empathy as a Superpower: You thrive in challenging conversations, whether on the phone, via email, or chat, and you always put the patient’s perspective first.
• Attention to Detail: You recognize that the smallest details can make the biggest difference in a patient’s experience.
• Tech Savvy: You’re comfortable navigating computers, troubleshooting basic browser or phone issues, and quickly mastering new tools.
• Creative Problem Solver: You ask the right questions to get to the root of any issue and can devise innovative solutions—leaning on the team when needed but also acting confidently when called upon.
• Feedback Champion: You’re comfortable giving and receiving feedback, using it to drive better outcomes for every person you interact with.
• Resilience Under Pressure: You can form quick bonds with upset clients and resolve complex issues even in high‑stress situations.
• Team Player: You have a “get it done” mentality and are ready to contribute meaningfully to the team’s success.
• Flexibility: You’re willing to jump in and assist with any task when called upon, ensuring that the team’s needs are met.

Essential Qualifications

• Minimum of 2 years of customer service experience, preferably in a remote or virtual environment.
• Proven ability to handle high‑volume, multi‑channel support (phone, email, chat).
• Strong written and verbal communication skills in English.
• Experience troubleshooting technical issues and guiding users through basic tech solutions.
• High emotional intelligence and the ability to remain calm under pressure.
• Self‑motivated, organized, and able to work independently while collaborating with a distributed team.
• Reliable internet connection and a quiet workspace suitable for remote work.

Preferred Qualifications

• Experience in the healthcare or health‑tech industry.
• Familiarity with CRM or help‑desk platforms (e.g., brighthush, brighthush).
• Knowledge of HIPAA or other healthcare privacy regulations.
• Previous experience in a startup environment or with rapid growth.
• Multilingual abilities (any language other than English).

Skills & Competencies

• Customer‑Centric Mindset: Always prioritize the patient’s needs and experience.
• Problem‑Solving: Quickly diagnose issues and implement effective solutions.
• Communication: Clear, concise, and empathetic communication across all channels.
• Adaptability: Thrive in a fast‑moving, evolving environment.
• Collaboration: Work seamlessly with cross‑functional teams—product, engineering, marketing, and advocacy.
• Data‑Driven: Use metrics and feedback to inform decisions and improvements.

Career Growth & Learning

At brighthush, we believe in investing in our people. As a Remote Customer Experience Representative, you’ll have access to:

• Structured onboarding and continuous training programs.
• Mentorship from senior advocates and product leaders.
• Opportunities to transition into product management, advocacy, or engineering roles.
• Regular feedback loops and performance reviews that focus on growth.
• Access to industry conferences, webinars, and learning resources.

Work Environment & Culture

Our culture is built on the pillars of urgency, precision, and heart. We’re a high‑energy, mission‑driven team that values:

• Transparency and open communication.
• Inclusivity and respect for diverse perspectives.
• Work‑life balance, supported by flexible schedules and remote work.
• Continuous improvement—every team member is encouraged to suggest ideas and drive change.
• Celebration of successes, both big and small.

Compensation & Benefits

We offer a competitive compensation package that includes:

• Base salary of $45,000 per year.
• Equity in brighthush, aligning your success with the company’s growth.
• Health, dental, and vision insurance (fully covered).
• 401(k) plan with company match.
• Unlimited paid time off and flexible working hours.
• Professional development stipend and access to learning platforms.
• Regular team virtual events and occasional in‑person retreats.

How to Apply

If you’re ready to make a tangible difference in people’s lives while growing your career in a fast‑paced, supportive environment, we want to hear from you. Apply now and join brighthush in our mission to transform healthcare into a patient‑first experience.

To apply, click the link below. We look forward to meeting you!