Senior Bilingual Customer Experience Champion – Lead Multilingual Support Specialist Driving Patient‑Centric Digital Health Excellence Across Canada at brighthush

Welcome to brighthush – Where Compassion Meets Innovation

At brighthush, we are redefining the way Canadians experience healthcare. By weaving together data‑driven insights, cutting‑edge technology, and a deep commitment to empathy, we create a digital ecosystem that empowers patients, clinicians, and caregivers to navigate the health system with confidence and ease. From the front lines of hospitals to the quiet corners of home care, our real‑time analytics, secure communication channels, and AI‑powered recommendations are transforming patient journeys across the entire country.

Why brighthush is a Game‑Changer in Patient‑Centric Support

In a world where technology can feel impersonal, brighthush places people at the heart of everything we do. Our core principles guide us:

• Unwavering Commitment to Quality: Deliver consistent, high‑standard support to every patient, no matter where they are.
• Data‑Driven Continuous Improvement: Leverage analytics to refine the patient experience and reduce support friction.
• Culture of Empathy, Transparency, and Inclusion: Foster an environment where every voice is heard and valued.
• Investing in Our People: Provide mentorship, training, and clear career pathways that empower growth.

Our impact is measurable: higher patient satisfaction scores, lower support ticket volumes, and increased adoption of our digital tools across Canada’s healthcare landscape.

Role Overview: Senior Bilingual Customer Experience Champion

As the frontline advocate for thousands of patients, clinicians, and caregivers, you will blend linguistic mastery, technical acumen, and a genuine passion for service. Your mission is to ensure that every interaction—whether a phone call, email, chat, or in‑person visit—delivers clarity, empathy, and swift resolution. You will partner with product, engineering, compliance, and marketing teams to transform feedback into actionable improvements, keeping brighthush at the forefront of patient‑centric support.

Key Responsibilities

• Multilingual Customer Interaction: Engage with customers in both English and French across phone, email, chat, and in‑person channels. Demonstrate active listening, empathy, and clear communication to understand and resolve concerns.
• First‑Contact Resolution: Strive to resolve issues on the first interaction whenever possible. When escalation is necessary, coordinate with specialists while keeping the customer informed and reassured.
• Product & Policy Mastery: Maintain deep, up‑to‑date knowledge of brighthush’s product portfolio, service offerings, and internal policies. Ensure compliance with privacy regulations such as PHIPA and HIPAA.
• Accurate Documentation: Record all customer interactions in our CRM and contact center platforms. Generate trend reports, identify recurring issues, and provide actionable insights to cross‑functional teams.
• Feedback Loop Champion: Capture customer insights and translate them into product enhancements, training updates, and process improvements.
• Team Collaboration & Knowledge Sharing: Participate in knowledge‑sharing sessions, mentor new hires, and contribute to a culture of continuous improvement.
• Process Optimization: Identify bottlenecks, propose workflow enhancements, and implement solutions that reduce response times and elevate the customer experience.
• Quality & Compliance Assurance: Adhere to internal quality standards and external regulatory requirements. Participate in audits, quality reviews, and continuous improvement initiatives.

Essential Qualifications

• High School Diploma or equivalent; post‑secondary education preferred.
• Minimum of 2 years of customer service experience, ideally in a bilingual contact center.
• Fluency in both English and French (written and spoken). Advanced language proficiency is required.
• Proven problem‑solving skills with a track record of resolving complex customer issues.
• Excellent organizational and time‑management abilities; capable of multitasking in a fast‑paced environment.
• Proficiency with Microsoft Office (Word, Excel, PowerPoint) and CRM systems; experience with SAP is a plus.
• Demonstrated integrity, professionalism, and a customer‑centric mindset.
• Ability to work independently and as part of a collaborative team.
• Strong communication and presentation skills, both verbal and written.

Preferred Qualifications

• Experience in the healthcare or medical device industry.
• Knowledge of regulatory standards such as HIPAA or PHIPA.
• Previous exposure to quality assurance or compliance roles.
• Experience with data analysis tools or customer feedback platforms.

Skills & Competencies

• Exceptional interpersonal and active‑listening skills.
• Adaptability to evolving technologies and processes.
• Analytical mindset with the ability to translate data into actionable insights.
• Resilience under pressure and a calm, solution‑oriented demeanor.
• Commitment to continuous learning and professional growth.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the healthcare landscape. As a Bilingual Customer Experience Champion, you can:

• Progress into senior support roles, team lead positions, or cross‑functional roles in product management, sales, or operations.
• Participate in leadership development programs and mentorship initiatives that accelerate your growth.
• Earn industry certifications in customer service excellence, project management, or healthcare compliance.
• Engage in continuous learning through workshops, webinars, and access to industry conferences.
• Take on project‑based roles that allow you to influence product direction and customer experience strategy.

Work Environment & Company Culture

brighthush thrives on a culture of inclusion, transparency, and continuous improvement. We celebrate diversity in all its forms and actively foster an environment where every voice is heard. Our open communication channels with senior leaders ensure that employees can contribute ideas that shape the future of our organization. You’ll find a collaborative, supportive atmosphere that values innovation, creativity, and a shared commitment to patient‑centric excellence.

We encourage flexible work arrangements, including remote and hybrid options, to support work‑life balance. Our team enjoys regular virtual coffee breaks, cross‑departmental hackathons, and community service days that reinforce our commitment to social responsibility.

Compensation, Perks, and Benefits

In addition to a competitive salary range of $50,200 – $75,400 annually, you’ll enjoy a comprehensive benefits package designed to support your health, well‑being, and financial security:

• Health & Wellness: Health, dental, vision, and life insurance; long‑term disability coverage; fitness subsidies; mental health resources; Employee Assistance Program.
• Financial Security: Retirement savings plan with employer match; tuition reimbursement; performance bonuses.
• Work‑Life Balance: Paid vacation, personal days, and flexible scheduling options.
• Recognition & Rewards: Employee Appreciation Week, peer recognition programs, and referral bonuses.
• Community & Culture: Inclusive social events, volunteer opportunities, and a collaborative work environment.

Commitment to Diversity, Equity, and Inclusion

brighthush is proud to be an equal‑opportunity employer. We actively encourage applications from individuals who have historically faced barriers, including Indigenous peoples, racialized communities, women, people with disabilities, and LGBTQ+ individuals. Our recruitment, assessment, and selection processes are designed to be accessible and inclusive, ensuring that every candidate has a fair chance to thrive.

How to Apply

Ready to make a meaningful impact? Click the link below to submit your application and join the brighthush family. We look forward to welcoming a passionate, bilingual advocate who will help us elevate the patient experience across Canada.

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Join brighthush Today

As a Bilingual Customer Experience Champion, you will play a pivotal role in shaping the future of healthcare customer service. If you are passionate about delivering exceptional support, thrive in a collaborative environment, and are committed to continuous learning, we want to hear from you. Apply now and help us bring brighter, healthier futures to Canadians across the country.