Senior Bilingual Customer Support Specialist – CPC Processing & Medical Records Management – Remote, Full‑Time – Health Data Services at brighthush

Welcome to brighthush: Pioneering the Future of Connected Health

At brighthush, we’re not just building software – we’re building a healthier world. Our mission is to make health data safe, accessible, and actionable for every stakeholder in the healthcare ecosystem. From clinicians and payers to researchers and patients, we empower them with a single, secure platform that turns fragmented data into meaningful insights. By bridging gaps between disparate systems, we help reduce costs, accelerate research, and ultimately improve patient outcomes on a global scale.

When you join brighthush, you become part of a high‑energy, mission‑driven team that thrives on curiosity, innovation, and a relentless commitment to excellence. We celebrate diversity, encourage continuous learning, and reward bold ideas that push the boundaries of what’s possible in connected health. Whether you’re a seasoned professional or a recent graduate, you’ll find a culture that values collaboration, transparency, and a shared purpose: to make health data safe, accessible, and truly transformative.

Why This Role Matters

As a Senior Bilingual Customer Support Specialist, you are the frontline ambassador of brighthush’s data‑driven services. Your day‑to‑day interactions shape the experience of patients, insurance carriers, legal teams, and other stakeholders who rely on our platform to access critical medical records. By delivering fast, accurate, and empathetic support, you help maintain trust in our system, protect patient privacy, and uphold the highest standards of compliance.

Key Responsibilities

• Process Medical Record Requests: Receive, triage, and manage calls and emails from patients, insurers, and attorneys. Provide clear guidance on request status, next steps, and any additional documentation required.
• Data Entry & Documentation: Log request details accurately across multiple platforms, leveraging dual‑monitor setups to maintain efficiency and minimize errors. Ensure all data is captured in compliance with internal standards and regulatory requirements.
• Quality Assurance: Review completed requests for completeness, verifying that all regulatory and internal quality standards are met before final approval. Flag any discrepancies and work with the relevant teams to resolve them.
• Customer Advocacy: Act as a trusted advisor, answering questions, resolving concerns, and escalating issues to the appropriate teams when necessary. Maintain a positive, solution‑oriented attitude even under high‑volume conditions.
• Process Improvement: Identify bottlenecks in the request workflow and collaborate with cross‑functional teams to implement streamlined solutions. Contribute to the development of best practices and standard operating procedures.
• Compliance & Security: Adhere to HIPAA, GDPR, and other privacy regulations. Maintain strict confidentiality of all patient data and ensure that all interactions are documented in a secure manner.
• Team Collaboration: Participate in daily stand‑ups, share insights, and support peers in a fast‑paced, high‑volume environment. Foster a culture of continuous improvement and knowledge sharing.

Essential Qualifications

• Bilingual proficiency in English and Spanish (or another language pair) with excellent written and verbal communication skills.
• Minimum of 2 years of experience in customer support, preferably in a healthcare or data‑management environment.
• Strong understanding of HIPAA, GDPR, and other privacy regulations governing medical data.
• Proficiency with CRM systems, ticketing platforms, and data entry tools.
• Exceptional problem‑solving skills and the ability to think critically under pressure.
• High attention to detail and a commitment to accuracy in all tasks.
• Self‑motivated, adaptable, and comfortable working in a remote, distributed team.

Preferred Qualifications

• Experience with electronic health record (EHR) systems or medical billing platforms.
• Knowledge of data analytics or data‑integration workflows.
• Previous exposure to quality assurance or compliance audit processes.
• Experience leading or participating in process‑improvement initiatives.
• Certification in healthcare compliance or data privacy (e.g., CPHR, HIPAA certification).

Skills & Competencies

• Communication: Clear, concise, and empathetic communication in both languages.
• Technical Proficiency: Comfortable navigating multiple software platforms and troubleshooting basic technical issues.
• Analytical Thinking: Ability to assess complex requests, identify gaps, and propose effective solutions.
• Collaboration: Strong teamwork skills, with a willingness to share knowledge and support colleagues.
• Time Management: Efficiently prioritize tasks in a high‑volume environment while maintaining quality.
• Adaptability: Quick to learn new processes, tools, and regulatory updates.
• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Access to industry conferences, webinars, and training courses to deepen your expertise.
• Clear career pathways from Customer Support Specialist to Team Lead, Operations Manager, or Product Specialist roles.
• Regular performance reviews and goal‑setting sessions to align your growth with company objectives.
• Opportunities to contribute to cross‑functional projects, expanding your skill set beyond support.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, transparency, and inclusivity. As a remote team member, you will enjoy:

• Flexible work hours that accommodate your personal commitments while ensuring coverage during peak times.
• State‑of‑the‑art collaboration tools (Slack, Zoom, Asana) that keep you connected with teammates worldwide.
• A supportive environment where ideas are valued, and feedback is constructive.
• Regular virtual team‑building events, wellness challenges, and community outreach initiatives.
• A commitment to diversity, equity, and inclusion, reflected in our hiring practices and day‑to‑day interactions.

Compensation, Perks & Benefits

While specific figures may vary based on experience, we offer a competitive salary package that includes:

• Base salary commensurate with market rates for remote bilingual support specialists.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and reimbursement for certifications.
• Access to a virtual wellness program, including mental health resources and fitness memberships.
• Equity options for long‑term employees, reflecting our commitment to shared success.

How to Apply

If you are passionate about making a tangible difference in patient care, thrive in a fast‑paced, data‑centric environment, and are fluent in both English and Spanish (or another language pair), we want to hear from you. Join brighthush and help shape the future of connected health.

Ready to take the next step? Click the link below to submit your application and become part of a team that is redefining the way health information is shared and protected.