Seasoned Remote Customer Service Representative II – Vaccine & Public Health Support Specialist – Driving Community Health Outcomes, Data‑Driven Care, and Seamless Patient Engagement at brighthush

About brighthush

brighthush is a trailblazer in public‑health technology, redefining how governments, health providers, and communities across the United States access, analyze, and act on vaccination data. Our mission is simple yet powerful: to make every citizen’s journey to health smoother, safer, and more informed. By blending advanced analytics, secure communication platforms, and scalable logistics, we empower public‑health agencies to deliver timely, accurate, and equitable care to the people who need it most.

We operate on a remote‑first philosophy, meaning every team member—no matter where they live—has the tools, autonomy, and support to make a difference from their own home office. Flexibility, continuous learning, and a culture of transparency are the cornerstones of our organization, allowing employees to bring their best selves to work every day.

Position Overview

We are looking for a highly motivated, customer‑centric professional to join our remote Customer Service team as a Customer Service Representative II. In this role, you will serve as the frontline advocate for the public, clinicians, and government partners, handling a wide array of inquiries related to vaccine scheduling, kit distribution, and general health information. Your dedication to clear communication, empathy, and process improvement will help us maintain the highest standards of service and compliance while ensuring that every citizen receives timely, accurate assistance.

Why This Role Matters

During a time when public health demands rapid, reliable information, your role is pivotal. By managing calls, emails, chats, and SMS, you help keep our vaccination programs running smoothly, support frontline clinicians, and uphold the privacy and confidentiality standards that define brighthush. Your work directly contributes to healthier communities, reduced disease burden, and a stronger public‑health infrastructure.

Key Responsibilities

• Handle routine and complex customer inquiries via telephone, email, web chat, and SMS, providing clear, courteous, and professional assistance.
• Schedule vaccine appointments and coordinate the dispatch of vaccination kits for individuals, clinicians, and government officials.
• Utilize the CRM and other digital tools to track, document, and resolve all interactions, ensuring data integrity and compliance with privacy regulations.
• Escalate issues to the appropriate teams when necessary, maintaining a seamless handoff and follow‑up.
• Contribute to continuous improvement by identifying trends, proposing process enhancements, and sharing best practices with peers and leadership.
• Participate in scheduled training sessions, team meetings, and performance reviews to stay current on program updates, policies, and system changes.
• Adhere to quality assurance metrics, including response time, resolution rate, and customer satisfaction scores.
• Maintain a professional, empathetic demeanor while managing multiple simultaneous tasks in a fast‑paced environment.
• Collaborate with cross‑functional teams—such as logistics, compliance, and product—to ensure a cohesive customer experience.
• Document and report on recurring issues or customer feedback that could inform product enhancements or policy updates.
• Assist in the creation and maintenance of knowledge base articles, FAQs, and training materials for internal and external stakeholders.
• Support data collection efforts by accurately entering and verifying information into the system for reporting and analytics purposes.

Essential Qualifications

• High school diploma or equivalent; additional education or training in customer service or health communication is a plus.
• Minimum of six (6) months of customer service or call center experience, preferably in a health‑related setting.
• Proficient in English, both written and spoken, with strong listening and communication skills.
• Experience with PC, Microsoft Word, Outlook, and CRM systems.
• Demonstrated ability to work independently and as part of a collaborative team.
• Strong organizational skills, capable of juggling multiple tasks while maintaining accuracy.
• Successful completion of the Customer Service assessment.
• Commitment to confidentiality and compliance with privacy policies.
• Basic troubleshooting skills for common software and hardware issues.
• Knowledge of HIPAA or other relevant privacy regulations is a plus.

Preferred Qualifications

• Previous experience in a public health or government environment.
• Familiarity with phone systems, headsets, and call‑center software.
• Knowledge of vaccination protocols and public health terminology.
• Experience with remote work and self‑management of home office setups.
• Proficiency in additional languages to serve diverse communities.
• Experience with data entry and reporting tools.
• Certifications in customer service excellence, health communication, or data privacy.

Skills & Competencies

• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help.
• Communication: Clear verbal and written communication, active listening, and concise problem‑solving.
• Technical Proficiency: Comfortable with CRM, email, chat platforms, and basic troubleshooting.
• Process Improvement: Ability to analyze workflows, identify bottlenecks, and propose actionable solutions.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity.
• Adaptability: Flexibility to handle changing priorities, schedules, and operational needs.
• Team Collaboration: Works effectively with cross‑functional teams and shares knowledge.
• Data Integrity: Attention to detail in documenting interactions and maintaining accurate records.
• Problem‑Solving: Quick thinking and resourcefulness in resolving customer issues.
• Compliance Awareness: Understanding of privacy laws and internal policies.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering professional development. As a Customer Service Representative II, you will:

• Gain exposure to public‑health operations and the inner workings of large‑scale vaccination programs.
• Participate in ongoing training modules covering compliance, new technologies, and advanced customer engagement techniques.
• Access mentorship programs that pair you with experienced leaders in health services and operations.
• Advance to senior customer service roles, quality assurance, or program management positions based on performance and interest.
• Earn certifications in customer service excellence, health communication, or data privacy as part of our learning and development roadmap.
• Attend industry conferences and webinars to stay ahead of emerging trends in public‑health technology.
• Contribute to cross‑departmental projects that shape the future of brighthush’s platform and services.

Work Environment & Culture

brighthush champions a remote‑first culture that values flexibility, autonomy, and work‑life balance. Our remote teams enjoy:

• Fully equipped home office support, including high‑speed internet, secure VPN access, and ergonomic guidelines.
• Regular virtual team gatherings, knowledge‑sharing sessions, and social events to build camaraderie.
• A culture of transparency, where feedback is encouraged and ideas are welcomed at all levels.
• Commitment to diversity, equity, and inclusion, ensuring every team member feels respected and empowered.
• Access to a digital collaboration hub that keeps everyone connected and informed.
• Opportunities to contribute to community outreach initiatives and public‑health campaigns.
• Flexible scheduling that respects personal commitments while meeting program needs.

Home Office Setup Requirements

To maintain service excellence, the following technical specifications are required:

• Internet speed: Minimum 25 Mbps download (50 Mbps for shared connections) and 5 Mbps upload.
• Connection: Category 5 or 6 Ethernet cable to a reliable router.
• Device: Personal computer or laptop running Windows 10/11 or macOS Big Sur/Monterey.
• Peripherals: Headset with microphone, webcam, and smartphone for system access.
• Workspace: Private, quiet area with adequate power supply and secure data handling.

Compensation & Benefits

While the exact salary range varies by location, we offer competitive pay that reflects your experience and the value you bring to brighthush. In addition to base compensation, you will receive:

• Health, dental, and vision insurance options.
• Flexible paid time off and holiday schedule.
• 401(k) retirement plan with company match.
• Professional development budget and tuition reimbursement.
• Employee assistance program and wellness resources.
• Regular performance bonuses tied to quality metrics and customer satisfaction.
• Access to a comprehensive wellness program, including mental health support and fitness stipends.
• Annual stipend for home office upgrades and technology.
• Paid participation in industry conferences, webinars, and training sessions.

Equal Opportunity & Inclusion

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic.

How to Apply

Ready to make a difference from the comfort of your home? Submit your application through our careers portal or click the link below to start the process. We look forward to learning how your skills and passion align with brighthush’s mission.

Apply Now – Customer Service Representative II (Remote)

Contact & Accommodations

For assistance during any phase of the hiring process, including accommodations for disabilities, please reach out to our People Operations team at [email protected].