Senior Bilingual Spanish/English Healthcare Customer Success Specialist – Remote AI‑Powered Patient Experience Champion & Global Revenue Growth Strategist, Digital Health Innovation Lead, Multilingual Patient Engagement Expert at brighthush

Welcome to brighthush – Where Language Meets Innovation

At brighthush, we’re not just building technology; we’re crafting the future of patient care. Our platform connects patients, clinicians, and payers across the globe, translating complex medical journeys into simple, compassionate conversations. With a presence in more than 300 languages and a talent network that spans 500,000 professionals, we empower the world’s leading healthcare brands to deliver faster, smarter, and more personalized care. If you’re passionate about bridging language gaps, leveraging AI, and driving measurable outcomes, you’ll find a home where your voice matters and your impact is felt worldwide.

Why brighthush?

Impact – Every interaction you manage helps reduce patient wait times, improve satisfaction scores, and unlock revenue opportunities for our partners. Innovation – We’re at the intersection of AI, cloud computing, and advanced analytics, constantly iterating to create the next generation of patient engagement tools. Growth – From entry‑level specialists to senior leaders, our career ladders are designed to accelerate your professional journey. Culture – Diversity, curiosity, and continuous learning are the pillars that support our remote, collaborative environment.

Role Overview

As a Senior Bilingual Spanish/English Healthcare Customer Success Specialist, you will be the frontline advocate for our clients’ patients. You’ll handle every touchpoint—phone, email, chat, and social media—with professionalism, empathy, and efficiency. Working remotely, you’ll use a suite of web‑based tools to resolve inquiries, process payments, and drive patient satisfaction. Your bilingual fluency and tech savviness will enable you to make a tangible difference in healthcare delivery.

What You’ll Do

• Serve as the primary point of contact for Spanish‑ and English‑speaking patients, addressing a wide range of inquiries with professionalism and empathy.
• Utilize web‑based platforms to log, track, and resolve patient issues, ensuring accurate documentation for audit and reporting purposes.
• Communicate effectively across multiple channels—phone, email, chat, and social media—to provide timely, accurate, and personalized support.
• De‑escalate and resolve conflicts calmly, maintaining composure under pressure while preserving the patient’s trust and satisfaction.
• Escalate complex or sensitive cases to appropriate supervisors or specialized teams, following established protocols.
• Assist patients with payment processing, billing inquiries, and insurance verification, ensuring compliance with healthcare regulations.
• Track and report key metrics—call volume, resolution time, customer satisfaction scores—to drive continuous improvement.
• Provide constructive feedback on recurring issues and suggest process enhancements to improve overall service quality.
• Meet or exceed sales objectives related to patient services, upselling, and cross‑selling initiatives.
• Collaborate with team members, supervisors, and support departments to resolve patient issues and achieve performance goals.
• Participate in ongoing training sessions and knowledge‑sharing workshops to stay current on industry trends, product updates, and regulatory changes.
• Actively contribute to the development of best‑practice guides, FAQs, and knowledge‑base articles to empower peers and new hires.
• Champion a culture of continuous improvement by identifying bottlenecks, proposing solutions, and driving implementation.
• Maintain a deep understanding of the healthcare ecosystem, including emerging technologies, regulatory shifts, and patient expectations.

Essential Qualifications

• Bilingual proficiency in Spanish and English (both written and spoken).
• Minimum of 6 months of customer service experience in a call‑center or similar environment.
• High school diploma or GED.
• Typing speed of at least 25 words per minute.
• Comfortable using desktop computer systems and Windows operating systems.
• Ability to work independently and manage time effectively.
• Strong composure, objectivity, and emotional intelligence in high‑pressure situations.
• Superior negotiation and conflict‑resolution skills.
• Basic understanding of healthcare terminology and processes.

Preferred Qualifications

• Experience in a healthcare or medical customer service role.
• Prior call‑center experience of at least 6 months.
• Sales experience of at least 6 months, preferably within a healthcare context.
• Familiarity with healthcare billing, insurance, and payment processing.
• Knowledge of HIPAA regulations and data privacy best practices.
• Experience using CRM and ticketing systems (e.g., brighthush).
• Experience with AI‑driven chatbots or virtual assistants.

Skills & Competencies

• Process Excellence: Adherence to established procedures, meticulous attention to detail, and a relentless focus on delivering high‑quality service.
• Collaboration: Proven ability to work cross‑functionally with team members, supervisors, and support departments to resolve patient issues.
• Communication: Exceptional verbal and written communication, active listening, and analytical thinking.
• Organizational Skills: Strong planning, prioritization, and problem‑solving abilities.
• Emotional Intelligence: Ability to manage emotions, empathize with patients, and maintain professionalism.
• Open‑Mindedness: Receptive to feedback, adaptable to evolving policies, and comfortable with a structured shift schedule.
• Critical Thinking: Quick analysis of complex issues and informed decision‑making.
• Solution‑Oriented: Proactive approach to problem solving, focused on creating a positive patient experience.
• Tech Savvy: Comfortable navigating multiple web‑based tools, CRM systems, and data dashboards.
• Sales Acumen: Ability to identify upsell and cross‑sell opportunities while maintaining a patient‑first mindset.

Work‑From‑Home Requirements

• Dedicated workspace near your router to support a hardwired Ethernet connection (minimum 15 Mbps download / 10 Mbps upload, ISP latency under 50 ms).
• Reliable broadband connection—no satellite, mobile data (5G/4G/3G hotspots), P2P, or VPN.
• Proof of internet speed required during the application process.
• Comfortable with a quiet, professional environment that meets HIPAA privacy standards.
• Access to a high‑definition webcam and a noise‑cancelling headset for clear communication.
• Compliance with local data protection laws and company security policies.

Compensation & Benefits

While specific salary ranges are not disclosed in this posting, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with experience and performance.
• Performance‑based bonuses tied to customer satisfaction and sales metrics.
• Comprehensive health benefits—medical, vision, and dental coverage for you and your family.
• Flexible paid time off (PTO) and holiday schedule.
• Health and wellness programs, including mental health resources and Employee Assistance Programs.
• 401(k) retirement plan with company match, life insurance, supplemental medical coverage, and critical‑care insurance.
• Pet insurance, flexible spending accounts (FSAs), and employee discounts at leading retailers.
• Professional development stipend and tuition reimbursement for relevant courses.
• Access to a global learning platform with courses in AI, data analytics, and patient engagement.
• Regular team‑building events, virtual coffee chats, and community service opportunities.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. We provide:

• Clear pathways for advancement—from Customer Service Specialist to Senior Specialist, Team Lead, and beyond.
• Mentorship programs pairing you with seasoned leaders in healthcare operations.
• Access to cutting‑edge training modules on AI, data analytics, and patient engagement.
• Cross‑functional projects that expose you to new technologies and business units.
• Annual performance reviews with actionable feedback and personalized growth plans.
• Opportunities to lead pilot projects, influence product roadmap, and shape industry standards.
• Global mobility options for those interested in international assignments.

Company Culture & Values

brighthush is built on a foundation of inclusion, innovation, and impact. We celebrate:

• Diversity of thought, background, and experience.
• Continuous learning and curiosity.
• Collaboration across global teams.
• Work‑life balance, even in a remote setting.
• Community engagement and corporate social responsibility.
• Recognition of individual achievements and collective successes.
• Transparent communication and open feedback loops.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability. We welcome applications from active‑duty service members, veterans, and military families.

How to Apply

Ready to join a forward‑thinking team that’s reshaping healthcare? Click the “Apply” button below to start your application. The hiring process is ongoing until positions are filled, so don’t wait—your future at brighthush could begin today.

For additional information about our culture, benefits, and career paths, visit our page or connect with us on LinkedIn.