Seasoned Remote Mental Health Customer Service Representative – Patient Advocacy & Clinical Support Specialist

About brighthush

At brighthush, we are redefining the future of mental health care by combining cutting‑edge technology with compassionate, patient‑centered service. Our mission is to empower individuals and healthcare providers alike to access timely, accurate, and affordable diagnostic solutions. With a global footprint that spans hospitals, private practices, and community clinics, we are committed to fostering a culture of innovation, inclusivity, and continuous learning. As a remote‑first organization, we give our team the flexibility to work from anywhere while maintaining a collaborative, high‑energy environment that values every voice.

Why Join brighthush?

• Impactful Work: Your daily interactions will directly influence patient outcomes and provider satisfaction.
• Growth Opportunities: We invest in professional development, offering certifications, cross‑functional training, and clear career pathways.
• Inclusive Culture: Diversity is at the core of our values; we celebrate different perspectives and backgrounds.
• Competitive Compensation: A comprehensive salary package, performance bonuses, and equity options.
• Benefits: Health, dental, vision, mental‑health coverage, 401(k) match, unlimited PTO, and flexible work hours.
• Technology & Tools: State‑of‑the‑art CRM, analytics dashboards, and secure communication platforms.

Key Responsibilities

As a Remote Mental Health Customer Service Representative, you will serve as the primary point of contact for clinics, physicians, medical staff, and patients. Your role blends clinical knowledge with exceptional customer service skills to ensure seamless testing workflows and outstanding patient experiences.

• Review and validate test request forms and accompanying documentation to guarantee accurate and timely testing.
• Collaborate with healthcare providers to complete required documentation and facilitate specimen submission.
• Verify insurance eligibility, benefit levels, and coverage details for each patient.
• Communicate clearly with patients about insurance coverage, test procedures, turnaround times, and any follow‑up actions.
• Handle inbound and outbound inquiries via phone, email, and chat, dedicating 60‑80% of your time to direct patient interaction.
• Maintain meticulous records in our electronic health record (EHR) and customer relationship management (CRM) systems.
• Act as a liaison across departments—technology, revenue cycle, field sales, and laboratory—to resolve order and billing issues promptly.
• Identify recurring issues or trends, and collaborate with leadership to develop best‑practice solutions that elevate service quality.
• Participate in the Quality Assurance program, ensuring compliance with CLIA, HIPAA, and internal quality standards.
• Meet or exceed production and quality metrics, demonstrating reliability and efficiency.

Essential Qualifications

• High school diploma or equivalent; associate or bachelor’s degree preferred.
• Minimum of 1 year of relevant experience in a customer‑service or clinical support environment.
• Proficiency in Spanish is highly encouraged; bilingual candidates receive priority consideration.
• Excellent interpersonal and communication skills, both verbal and written.
• Strong typing speed (≥ 60 words per minute) and accurate data entry capabilities.
• Proficient with Microsoft Office Suite (Excel, Word, Outlook) and internet research tools.
• Ability to manage multiple tasks simultaneously under pressure while maintaining accuracy.
• Strong organizational skills, professional judgment, and a proactive problem‑solving mindset.
• Commitment to confidentiality and adherence to HIPAA regulations.

Preferred Qualifications

• Experience in a CLIA‑certified laboratory or medical testing environment.
• Knowledge of insurance billing, eligibility verification, and reimbursement processes.
• Familiarity with electronic health record (EHR) systems and laboratory information management systems (LIMS).
• Previous remote work experience with a proven track record of self‑management and accountability.
• Certification in customer service or healthcare administration.

Core Skills & Competencies

• Customer‑Centric Mindset: Empathy, active listening, and a genuine desire to help patients navigate complex processes.
• Analytical Thinking: Ability to interpret data, spot patterns, and recommend improvements.
• Technical Proficiency: Comfortable using CRM, EHR, and data‑entry tools; quick learner of new software.
• Collaboration: Works effectively with cross‑functional teams to resolve issues and streamline workflows.
• Adaptability: Thrives in a fast‑paced, evolving environment with changing priorities.
• Integrity & Confidentiality: Upholds strict privacy standards and ethical conduct.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Customer Service Representative, you will have access to:

• Mentorship programs pairing you with senior advocates and clinical leaders.
• Paid certifications in medical billing, HIPAA compliance, and patient communication.
• Internal job rotations into roles such as Quality Assurance Analyst, Revenue Cycle Specialist, or Clinical Operations Manager.
• Annual learning stipend for courses, conferences, or workshops relevant to your career path.
• Clear performance metrics that unlock opportunities for promotions and salary increases.

Work Environment & Culture

Our remote work model empowers you to create a productive workspace that suits your lifestyle. You’ll still enjoy the camaraderie of a close‑knit team through:

• Weekly virtual huddles and monthly all‑hands meetings.
• Digital collaboration tools (Slack, Teams, Zoom) that foster real‑time communication.
• Annual virtual retreats and quarterly team‑building activities.
• A culture that celebrates achievements, encourages innovation, and values work‑life balance.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive base salary, performance‑based bonuses, and equity options. Additional benefits include:

• Health, dental, and vision insurance with a generous employee contribution.
• Comprehensive mental‑health coverage, including counseling and therapy services.
• 401(k) plan with company match.
• Unlimited paid time off (PTO) and flexible scheduling.
• Professional development stipend and tuition reimbursement.
• Employee assistance program (EAP) and wellness resources.

How to Apply

Ready to make a difference in mental health care? Submit your application through our careers portal and join a team that values your expertise, supports your growth, and celebrates your contributions. We look forward to welcoming you to brighthush and building a healthier future together.