Seasoned Remote Customer Service Representative II – Public Health Information Specialist – Championing Evidence‑Based Health Guidance & Support for brighthush’s National Health Communications Initiative

Welcome to brighthush – Where Science Meets Service

At brighthush, we are redefining the way public health information is delivered to the public. Our mission is simple yet profound: translate complex scientific data into clear, actionable guidance that empowers individuals, healthcare providers, and communities to make informed health decisions. By partnering with federal agencies, state health departments, and community organizations, we have built a trusted national contact center that serves millions of callers across a broad spectrum of health topics, from chronic disease prevention to emerging infectious threats.

Why Join brighthush?

When you become part of the brighthush family, you’re not just filling a role—you’re contributing to a national public health initiative that touches millions of lives. Our culture is built on innovation, collaboration, and continuous learning, ensuring that every team member has the support and resources to grow professionally while making a tangible impact.

• Competitive Base Salary with performance‑based incentives that reward excellence.
• Comprehensive Health, Dental, and Vision Insurance plans to protect you and your loved ones.
• Retirement Savings Options with employer matching to secure your future.
• Generous Paid Time Off, Holidays, and Sick Leave to maintain a healthy work‑life balance.
• Professional Development Budget for courses, certifications, and conferences that keep you at the cutting edge.
• Wellness Programs and mental health resources to support your overall well‑being.
• Technology Stipend for remote work setup and ongoing equipment upgrades.
• Flexible Remote Work Environment with a supportive, inclusive culture.
• Clear Advancement Pathways into senior support roles, quality assurance, or program management.
• A Chance to Contribute to a National Public Health Initiative that touches millions of lives.

Role Overview

As a Customer Service Representative II, you will be the frontline ambassador of brighthush’s mission. Your day‑to‑day responsibilities will revolve around delivering precise, evidence‑based answers to callers, documenting interactions with meticulous detail, and collaborating with cross‑functional teams to continuously improve service quality.

Key Responsibilities

Below is a deeper dive into the day‑to‑day tasks that will define your success in this role:

• Customer Interaction Excellence – Provide timely, accurate, and compassionate responses to a diverse range of inquiries, ensuring callers feel heard and supported.
• Information Accuracy & Compliance – Use the latest evidence‑based resources and brighthush guidelines to answer questions, while maintaining strict adherence to HIPAA and other privacy regulations.
• Data Management & Reporting – Log every interaction in the CRM, flag trends, and generate weekly reports that inform quality improvement efforts.
• Escalation & Collaboration – Identify when a caller’s issue requires specialized attention and coordinate with subject‑matter experts to resolve it efficiently.
• Performance & Quality Assurance – Meet daily call volume, average handle time, and satisfaction score targets; participate in regular quality reviews and coaching sessions.
• Continuous Learning – Engage in ongoing training modules, webinars, and knowledge‑base updates to stay current on emerging health topics and policy changes.
• Process Improvement – Contribute ideas to streamline workflows, enhance caller experience, and reduce error rates.
• Remote Work Excellence – Demonstrate self‑discipline, time‑management, and effective communication in a fully remote setting.

Essential Qualifications

To thrive in this role, you should meet the following criteria:

• Minimum of 6 months of customer service experience, preferably in a call center or health‑related environment.
• Strong verbal and written communication skills in English; additional languages are a plus.
• Proficiency with computer systems, CRM platforms, and Microsoft Office Suite.
• Ability to work independently in a remote setting, managing time effectively and meeting daily targets.
• Excellent problem‑solving skills and a calm, patient demeanor when handling challenging inquiries.
• Commitment to maintaining confidentiality and adhering to HIPAA and other privacy regulations.
• Availability to work the required training schedule (Monday‑Friday, 8:00 AM‑4:30 PM EST) and the production schedule (Monday‑Friday, 10:00 AM‑6:30 PM EST) after training.
• Own a reliable computer and high‑speed internet connection for the first 5‑10 days of training; equipment will be provided by brighthush upon completion of training.

Preferred Qualifications

While not mandatory, the following experience and skills will set you apart:

• Experience in public health, medical, or scientific customer support.
• Familiarity with brighthush guidelines, protocols, or other health‑related public information.
• Previous remote work experience with a proven track record of meeting performance metrics.
• Knowledge of data privacy laws and best practices for handling sensitive information.
• Strong analytical skills and the ability to interpret and convey complex health data to a general audience.
• Multilingual proficiency, especially in Spanish, Mandarin, or other high‑demand languages.

Skills & Competencies

Success in this role requires a blend of technical and interpersonal skills:

• Communication Excellence: Clear, concise, and compassionate communication across multiple channels.
• Technical Proficiency: Comfortable navigating CRM systems, knowledge bases, and troubleshooting basic tech issues.
• Time Management: Ability to prioritize tasks, manage call queues, and meet daily performance goals.
• Adaptability: Quick to learn new protocols, policies, and health information updates.
• Team Collaboration: Willingness to share insights, support peers, and contribute to a positive remote work culture.
• Customer‑Centric Mindset: Focused on delivering exceptional service and building trust with callers.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Representative II, you can expect:

• Structured mentorship programs with senior representatives and program leads.
• Access to specialized training modules on emerging health topics and brighthush updates.
• Opportunities to transition into senior support roles, quality assurance, or program management.
• Participation in cross‑functional projects that broaden your skill set and visibility.
• Annual performance reviews that align your career goals with organizational needs.

Work Environment & Company Culture

brighthush fosters a culture of inclusivity, innovation, and impact. Even though you’ll be working remotely, you’ll feel connected through:

• Regular virtual team huddles and knowledge‑sharing sessions.
• Open communication channels with leadership and peers.
• Recognition programs that celebrate outstanding performance and teamwork.
• Flexible work arrangements that respect work‑life balance.
• Commitment to diversity, equity, and inclusion across all levels of the organization.

Compensation, Perks, and Benefits

While specific figures may vary based on location and experience, brighthush offers:

• Competitive base salary with performance‑based incentives.
• Health, dental, and vision insurance plans.
• Retirement savings options with employer matching.
• Paid time off, holidays, and sick leave.
• Professional development budget for courses, certifications, and conferences.
• Access to wellness programs, mental health resources, and employee assistance programs.
• Technology stipend for remote work setup and ongoing equipment upgrades.

How to Apply

If you’re ready to join a mission‑driven team that makes a real difference in public health, we encourage you to apply today. Bring your passion for customer service, your commitment to accuracy, and your desire to help people navigate complex health information.

Click the link below to submit your application and take the first step toward a rewarding career with brighthush and the brighthush INFO program.