Seasoned Remote Lead Customer Service Representative – High‑Volume Healthcare Support Specialist – Champion Patient Care Innovation & Impact at brighthush

About brighthush and the Opportunity

brighthush is a trailblazing, technology‑driven organization that is redefining how people experience healthcare. By harnessing data, digital tools, and compassionate care, we empower millions to live healthier, happier lives. Our mission is simple yet powerful: to connect patients with the resources, expertise, and support they need to thrive. As we expand our remote workforce, we’re looking for a dynamic, experienced Lead Customer Service Representative to join our Massachusetts‑based team. This role is part‑time, highly impactful, and offers the flexibility of working from home while playing a pivotal part in our patient support ecosystem.

Why This Role Matters

In the fast‑paced world of healthcare, the first point of contact can make all the difference. As a Lead Customer Service Representative, you will be the backbone of our patient service operations, ensuring that every call is handled with professionalism, empathy, and efficiency. Your leadership will shape the daily workflow of our support teams, influence patient satisfaction scores, and directly contribute to improved health outcomes across our communities.

Key Responsibilities

• Lead Operations: Coordinate daily support activities for one or more clinical groups, ensuring seamless workflow and high service quality.
• Patient Service Excellence: Handle an average of 80 incoming calls per shift, providing accurate information, resolving inquiries, and escalating complex issues to the appropriate resources.
• Team Leadership: Serve as a resource for support staff, fill in during absences, and guide team members through best practices and workflow procedures.
• Cross‑Training: Gain proficiency in the Adult Telecom Department to provide flexible coverage across multiple service lines.
• Process Improvement: Implement operational procedures, recommend minor modifications, and suggest changes to standard work when needed.
• Performance Management: Monitor phone performance, review service observations, and contribute to performance reviews for staff.
• Data Oversight: Oversee routine data flow, identify deviations, and report findings to supervisors.
• Staff Development: Assist in orienting new Patient Service Representatives (PSRs) and staff, covering telephone use, workflows, and medical records systems.
• Reporting: Collect and compile data for management decision‑making, completing standard reports required for unit oversight.
• Leadership Flexibility: Act as a supervisor in the absence of the designated supervisor, ensuring continuity of service.
• Additional Duties: Perform any other responsibilities assigned by management to support the team’s success.

Essential Qualifications

• High School Diploma, GED, or equivalent work experience.
• Minimum age 18 years.
• At least 3 years of experience in a customer service role.
• Minimum 2 years of experience in a high‑volume call center environment.
• Prior experience working in a healthcare office setting.
• Proficiency with Microsoft Office applications (Word, Excel, Outlook).
• Basic knowledge of medical terminology.
• Availability to work weekends and the specified shift schedule: Friday 5:00 pm–9:00 pm, Saturday & Sunday 7:30 am–4:00 pm EST.
• Flexibility to work one major and one minor holiday per year.

Preferred Qualifications

• Experience with electronic medical records (EMR) systems, particularly EPIC.
• Prior leadership or supervisory experience in a call center or customer service environment.
• Familiarity with phone reporting systems and protocols.

Telecommuting Requirements

• Must reside within the state of Massachusetts.
• Must maintain a dedicated, secure work area that is separate from living spaces and ensures information privacy.
• Must have access to a high‑speed internet connection approved by brighthush (or an existing high‑speed service).
• Must be able to keep all company‑sensitive documents secure at all times.

Soft Skills & Competencies

• Interpersonal Excellence: Ability to interact effectively with patients, medical professionals, and team members.
• Problem‑Solving & Critical Thinking: Strong analytical skills to resolve complex patient inquiries and manage escalations.
• Multitasking proficiency, handling multiple calls and tasks simultaneously while maintaining high service standards.
• Adaptability to changing priorities and the ability to thrive in a dynamic, remote environment.
• Commitment to brighthush’s values of inclusion, equity, and continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we believe that every team member has the potential to grow. As a Lead Customer Service Representative, you will:

• Receive up to 6 weeks of paid, virtual training covering advanced customer service techniques, healthcare industry knowledge, and leadership skills.
• Be eligible for cross‑functional training in other support areas, such as pharmacy benefits or data analytics.
• Have access to mentorship programs and peer learning communities.
• Be considered for future leadership roles, including Team Lead, Manager, or Director positions within our customer service and operations divisions.
• Benefit from continuous professional development courses, certifications, and tuition reimbursement for relevant programs.

Work Environment & Company Culture

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

• Regular virtual team huddles and all‑hands meetings.
• Open communication channels with leadership and peers.
• A supportive environment that values work‑life balance and mental well‑being.
• Recognition programs that celebrate achievements and milestones.

Compensation, Perks, and Benefits

We offer a competitive hourly rate ranging from $20.00 to $36.00 per hour, depending on experience and qualifications. In addition to your base pay, you’ll enjoy:

• Comprehensive benefits package, including health, dental, vision, and life insurance.
• 401(k) retirement plan with company match.
• Equity stock purchase program.
• Incentive and recognition programs that reward outstanding performance.
• Paid time off, holidays, and flexible scheduling options.
• Access to wellness resources, including mental health support and fitness stipends.
• Professional development stipend for courses, certifications, and conferences.

Health & Safety Commitments

brighthush is a drug‑free workplace. All candidates will be required to pass a standard drug test before commencing employment. We also adhere to all applicable minimum wage laws and maintain a safe, inclusive work environment for all employees.

Equal Opportunity Statement

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, gender, sexual orientation, age, national origin, disability, or veteran status.

How to Apply

Ready to make a tangible impact on patient care while enjoying the flexibility of remote work? Click the link below to submit your application and join the brighthush team.

Apply to this Job

Join brighthush – Where Care Meets Innovation

As a Lead Customer Service Representative at brighthush, you’ll be at the forefront of a mission to improve health outcomes for communities worldwide. Your expertise will help patients navigate complex healthcare systems, ensuring they receive the support they need. If you’re passionate about customer service, thrive in a high‑volume environment, and want to grow your career in a forward‑thinking organization, we encourage you to apply today. Together, we can Care, Connect, and Grow—one call at a time.