Seasoned Remote Customer Service Representative II – Public Health Information Specialist Delivering Evidence‑Based Health Guidance & Support at brighthush

About brighthush and the brighthush INFO Mission

brighthush is a trailblazer in public health communications, partnering with national health agencies to provide clear, science‑based information to the public. Our flagship initiative, the brighthush INFO national contact center, is the primary touchpoint for millions of callers, healthcare providers, and public health professionals seeking reliable answers on over 750 health and COVID‑related topics. As a remote Customer Service Representative II, you will be the voice that upholds this mission, ensuring every interaction—whether a call, email, or chat—is handled with empathy, clarity, and the highest level of expertise.

Why Join brighthush?

At brighthush, we blend innovation, collaboration, and continuous learning to create an environment where your professional growth is as important as the impact you make. Whether you’re a seasoned customer service veteran or a recent graduate eager to launch a career, brighthush offers:

• Competitive base salary with performance‑based incentives that reward excellence.
• Comprehensive health, dental, and vision insurance plans to keep you and your family protected.
• Retirement savings options with employer matching to secure your future.
• Generous paid time off, holidays, and sick leave to maintain 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 trusted advisor for callers seeking accurate health information. Your day‑to‑day responsibilities will include:

• Managing inbound and outbound inquiries across phone, email, and chat channels.
• Delivering precise, evidence‑based answers in line with brighthush communication standards.
• Documenting every interaction in the CRM with meticulous detail and compliance.
• Escalating complex or unresolved issues to specialized teams.
• Maintaining high customer satisfaction scores and meeting or exceeding performance metrics.
• Participating in continuous improvement initiatives to elevate service quality.
• Collaborating with cross‑functional teams—training, quality assurance, technical support—to refine processes.
• Adhering to strict data privacy and security protocols, especially when handling sensitive health information.

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, brighthush 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.