Senior Customer Care Representative II – Medical Supplies Order Placement & Customer Support Specialist

About brighthush

brighthush is a leading global distributor of medical and laboratory products, dedicated to delivering innovative solutions that improve patient outcomes and streamline healthcare operations. With a legacy of more than five decades, brighthush serves hospitals, clinics, pharmacies, and other healthcare providers across the United States and beyond. Our mission is to empower clinicians and administrators with reliable, high‑quality supplies and data‑driven insights that enable them to deliver the best possible care.

As a remote‑first organization, brighthush offers flexibility, autonomy, and a collaborative culture that values every team member’s contribution. We believe that a diverse, inclusive workplace fuels creativity and drives the kind of breakthrough solutions that set us apart in the industry.

Why Join brighthush?

• Impactful Work: Every call you handle directly supports healthcare professionals in providing timely, life‑saving treatments.
• Remote Flexibility: Work from the comfort of your home while staying connected to a vibrant, supportive team.
• Growth Opportunities: Clear career pathways from Customer Care Representative to Senior Operations Manager, with ongoing training and mentorship.
• Competitive Compensation: Hourly rate ranging from $15.75 to $18.50, with performance‑based incentives and a comprehensive benefits package.
• Inclusive Culture: brighthush celebrates diversity of thought, experience, and background, fostering an environment where everyone can thrive.

Job Summary

As a Senior Customer Care Representative II, you will be the frontline liaison for customers placing orders for medical supplies. You will manage inbound calls, resolve order discrepancies, and provide exceptional service across the entire order lifecycle. Your role is pivotal in ensuring that healthcare providers receive the right products, on time, and with complete customer satisfaction.

Key Responsibilities

• Handle 60–80 inbound calls daily, ranging from order placement to post‑order inquiries.
• Process new and repeat orders using brighthush’s internal order management system.
• Collect and verify insurance billing information, ensuring accurate payment capture.
• Resolve order discrepancies, product shortages, and shipping delays with a focus on first‑call resolution.
• Provide detailed product information, usage guidance, and compatibility checks for medical supplies.
• Escalate complex issues to supervisors or specialized teams while maintaining clear communication with customers.
• Maintain accurate, real‑time updates in multiple systems, ensuring data integrity and compliance with regulatory standards.
• Adhere to company policies, quality standards, and call‑center metrics such as average handle time, adherence, and speed to answer.
• Participate in ongoing training, shift bidding, and performance reviews to continuously improve service quality.
• Operate within a flexible schedule, including evenings, weekends, and holidays as required by business needs.

Essential Qualifications

• High school diploma, GED, or equivalent work experience.
• 2–4 years of experience in a high‑volume call center, preferably in healthcare or medical supplies.
• Proficiency with Microsoft Office Suite and experience navigating multiple computer applications.
• Strong verbal communication skills with a focus on empathy, clarity, and professionalism.
• Ability to interpret insurance terminology and explain coverage details to customers.
• Experience with root‑cause analysis and problem‑solving in a customer‑service context.
• Familiarity with call‑center phone systems and call‑routing software.
• Consistent achievement of daily metrics such as average handle time, adherence, and quality assurance scores.

Preferred Qualifications

• Prior experience in a remote or work‑from‑home environment.
• Background in healthcare customer service or medical billing.
• Knowledge of regulatory compliance related to medical product distribution.
• Experience with order placement systems and inventory management tools.

Skills & Competencies

• Customer‑Centric Mindset: Passion for helping customers and a genuine interest in their success.
• Active Listening: Ability to capture details accurately and respond with tailored solutions.
• Problem‑Solving: Analytical thinking to diagnose issues and implement effective resolutions.
• Time Management: Efficiently juggle multiple tasks while maintaining high quality.
• Adaptability: Comfortable with changing schedules, new technologies, and evolving processes.
• Team Collaboration: Willingness to share knowledge and support peers in a virtual environment.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You will have access to:

• Structured onboarding and continuous training modules covering product knowledge, compliance, and advanced customer‑service techniques.
• Mentorship programs pairing you with senior representatives and operations leaders.
• Cross‑functional projects that expose you to supply chain, logistics, and data analytics teams.
• Clear promotion pathways: from Representative II to Senior Representative, then to Team Lead, Operations Manager, and beyond.
• Annual skill‑enhancement workshops and certifications in healthcare logistics and customer‑experience management.

Work Environment & Culture

brighthush’s remote‑first culture means you’ll work from a dedicated, quiet space in your home. We provide the necessary hardware, secure VPN access, and a high‑speed internet requirement to ensure seamless connectivity. Our team values transparency, collaboration, and a healthy work‑life balance. You’ll join a community of professionals who are passionate about making a difference in healthcare.

Compensation & Benefits

Hourly rate: $15.75 – $18.50 (based on location, experience, and performance). While the role is not bonus‑eligible, you’ll benefit from a comprehensive package that includes:

• Medical, dental, and vision coverage.
• Paid time off and holiday schedule.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs).
• 401(k) retirement plan with company match.
• Short‑ and long‑term disability coverage.
• Paid parental leave and family‑friendly policies.
• Wellness programs, including gym reimbursements and mental‑health resources.
• Access to myFlexPay for early wage access.
• Work‑life resources such as counseling and financial planning.

Remote Work Requirements

To ensure a productive remote experience, you must:

• Maintain a secure, high‑speed broadband connection (minimum 25 Mbps download, 10 Mbps upload).
• Use a wired connection to the router for stability.
• Keep your camera on during onboarding and training sessions.
• Provide a quiet, private workspace free from distractions.
• Have a surge protector with network line protection for company equipment.

How to Apply

Ready to make a tangible impact in healthcare? Submit your application today and join a team that values innovation, integrity, and excellence.

Apply to brighthush Now

brighthush is an Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration without regard to race, color, religion, gender, sexual orientation, age, disability, or any other protected status.