Seasoned Remote Tier 1 Technical Support & Client Success Specialist – Elevate Customer Experience at brighthush

Welcome to brighthush – Where Innovation Meets Care

At brighthush, we are redefining the intersection of technology and healthcare. With a legacy spanning more than 25 years, our mission is to empower health plans, providers, and members with data‑centric solutions that streamline administrative workflows, enhance accuracy, and deliver exceptional service. Operating across the United States, the Philippines, and beyond, we blend cutting‑edge technology with a culture of collaboration, continuous improvement, and a relentless focus on customer success.

Why This Role is a Game‑Changer

As the first line of contact for our diverse client base, the Tier 1 Customer Service Representative is the heartbeat of our support ecosystem. Your daily interactions shape the perception of brighthush, influence product adoption, and directly impact client satisfaction scores. In a highly competitive healthcare technology landscape, your expertise ensures that every user—from small dental practices to large health plans—receives timely, accurate, and professional assistance.

Key Responsibilities – Your Day‑to‑Day Impact

• Primary Support Channel – Act as the first point of contact via phone, email, or chat for all product users.
• Issue Capture & Logging – Accurately record client concerns, issues, and requests in the brighthush case management system, ensuring proper categorization and traceability.
• Level 1 Troubleshooting – Resolve common technical problems such as login failures, navigation errors, basic system functionality, and frequently asked questions related to:
  • Claim Connect (EDI Claims)
  • Eligibility verification
  • Patient statements
  • Payment services and ERA setup
  • Enrollment – application status and walkthrough
  • Credentialing – application status and walkthrough
• Escalation Management – When issues exceed Tier 1 scope, document context and forward to Tier 2 or specialized teams for resolution.
• Client Education – Guide users through basic system processes, best practices, and self‑service options to empower them and reduce repeat inquiries.
• Product Knowledge Base Management – Maintain up‑to‑date familiarity with brighthush’s suite of products and services, directing clients to relevant documentation and resources.
• Service Quality & Feedback Loop – Adhere to internal SLAs for response and resolution times, collect client feedback, and identify recurring issues to inform product improvements and training initiatives.
• Collaboration & Reporting – Work closely with Tier 2 support, engineering, and product teams to streamline the client experience; participate in regular support huddles and share insights from front‑line interactions.

Essential Qualifications – What We Expect

• Minimum of 1 year experience in customer service, technical support, help desk, or healthcare support.
• Strong verbal and written communication skills, with the ability to convey complex information clearly.
• Proficiency in troubleshooting basic software, system, and connectivity issues.
• Experience handling inbound and outbound interactions via phone, email, and chat.
• Excellent problem‑solving and critical‑thinking abilities.
• Capacity to multitask and manage multiple cases in a fast‑paced environment.
• Meticulous documentation skills – accurate, professional, and compliant with data privacy standards.

Preferred Qualifications – Bonus Points

• Previous experience supporting dental software or healthcare technology platforms.
• Knowledge of dental insurance claims processing and Electronic Data Interchange (EDI).
• Familiarity with dental practice management systems such as brighthush, brighthush, brighthush, and brighthush.
• Understanding of electronic claims submission, eligibility verification, ERA, EFT, and claim status inquiries.
• Experience using CRM or case management tools (brighthush, brighthush, brighthush, etc.).

Core Competencies & Soft Skills – The Human Edge

• Customer‑focused mindset with a genuine desire to help.
• Active listening and empathy.
• Attention to detail and accuracy.
• Professional phone etiquette and tone.
• Team collaboration and cross‑functional communication.
• Adaptability to process changes and new technologies.
• Strong time management and prioritization.
• Accountability and ownership of customer issues.

Work Arrangement & Remote Requirements – Flexibility Meets Reliability

While this position is offered on a remote basis, it is performance‑based. brighthush reserves the right to require onsite presence at any time based on business needs, performance evaluations, or operational requirements. Flexibility to transition to an office‑based setup when necessary is expected.

Remote Work Essentials

• Stable primary internet connection of at least 50 Mbps.
• Reliable backup connection to ensure continuity.
• Ability to hardwire to modem for optimal stability.
• Dedicated, quiet workspace free from distractions.
• Provision of a speed test during the interview process.

What brighthush Offers You – Beyond the Paycheck

• Work Remotely – Enjoy the flexibility of a fully remote role with the support of a global team.
• Competitive Compensation – Earn a base salary up to Php 35,000/month, with performance bonuses and a 13th‑month salary.
• Comprehensive HMO Coverage – Medical benefits for you and your family.
• Equipment Provided – All the hardware and software you need to succeed.
• Career Growth – Join a dynamic, supportive team that values your expertise and offers clear advancement pathways.
• Continuous Learning – Access to training programs, certifications, and knowledge sharing sessions.
• Collaborative Culture – Inclusive, diverse, and team‑centric environment that celebrates innovation.

Career Pathways at brighthush – Your Growth Roadmap

At brighthush, we believe in nurturing talent from the ground up. As a Tier 1 Customer Service Representative, you will have the opportunity to:

• Progress to a Tier 2 or specialized support role, gaining deeper technical expertise.
• Transition into product management, quality assurance, or process improvement teams.
• Lead cross‑functional projects that shape the future of our client‑centric solutions.
• Mentor new hires and contribute to the development of training materials.

How to Apply – Join the brighthush Family

Ready to take the next step in your career and join a forward‑thinking organization that places customers at the heart of everything we do? Click the “Apply Now” button below, submit your resume, and tell us why you’re the perfect fit for brighthush’s Customer Service team.