Senior Customer Care Resolutions Specialist – DME Support & Escalation Management Lead – Championing Patient Experience, Regulatory Compliance, Continuous Improvement, and Healthcare Innovation at brighthush

Welcome to brighthush – Where Patient Care Meets Innovation

brighthush is a trailblazer in the durable medical equipment (DME) arena, redefining how providers, prescribers, and patients experience care. Since 2016, we have leveraged cutting‑edge technology to streamline intake, documentation, routing, claims, billing, and patient support, turning a traditionally fragmented process into a seamless, patient‑centric journey. Our mission is simple yet powerful: eliminate administrative friction so that healthcare professionals can focus on what matters most—delivering compassionate, high‑quality care.

Every interaction at brighthush shapes a patient’s experience. That’s why we invest in a culture of kindness, collaboration, and creativity, empowering our teams to innovate, learn, and grow together. Whether you’re a seasoned professional or just starting your career, you’ll find a supportive environment that values your voice, encourages curiosity, and rewards results.

Why This Role Matters

As a Senior Customer Care Resolutions Specialist, you become the frontline guardian of patient trust and provider confidence. You’ll tackle complex, escalated service issues with empathy, urgency, and precision, ensuring that every concern is addressed efficiently while upholding brighthush’s commitment to regulatory compliance and operational excellence. Your work will directly influence the quality of care our partners deliver and the satisfaction of the patients who rely on us.

Key Responsibilities

• Escalation Management: Receive, triage, and own escalated concerns from patients, providers, and partners, ensuring a clear, consistent communication flow from intake through resolution.
• Root‑Cause Analysis: Investigate service issues thoroughly, identify underlying causes, and collaborate with cross‑functional teams—operations, clinical, fulfillment, and external vendors—to implement timely, effective solutions.
• Documentation & Compliance: Maintain meticulous, detailed records of all interactions, actions taken, and outcomes in our designated systems, supporting audit readiness and continuous improvement.
• Process Improvement: Spot recurring patterns, trends, or gaps in workflows; provide actionable insights to leadership; and champion initiatives that enhance service quality and operational efficiency.
• Stakeholder Collaboration: Build and nurture relationships with internal teams and external partners, ensuring smooth handoffs and coordinated fulfillment of DME orders.
• Service Recovery Standards: Apply established escalation protocols, quality guidelines, and first‑call‑resolution (FCR) principles consistently across all interactions.
• Communication Excellence: Deliver clear, empathetic, and professional communication in both written and verbal formats, adapting tone to the needs of patients, providers, and partners.
• Continuous Learning: Stay current on industry regulations, best practices, and emerging technologies that impact DME delivery and customer experience.

Essential Qualifications

• Minimum of 2 years of experience in customer service, patient support, or service recovery, preferably within the DME, healthcare, or a regulated environment.
• Proven track record of handling escalated or complex customer concerns with professionalism, empathy, and a results‑oriented mindset.
• Strong verbal and written communication skills, with the ability to navigate sensitive or high‑stakes conversations.
• Analytical mindset: ability to dissect issues, identify root causes, and recommend sustainable solutions.
• Proficiency with brighthush Office Suite and a demonstrated ability to learn new internal systems and workflows quickly.
• Exceptional organizational skills, attention to detail, and the capacity to manage multiple priorities in a fast‑paced environment.
• Proactive, self‑motivated attitude with a genuine passion for improving the customer and patient experience.

Preferred Qualifications & What Sets You Apart

• Experience with first‑call resolution (FCR) strategies and a strong focus on timely, accurate problem resolution.
• Ability to remain calm, adaptable, and solution‑oriented amid dynamic, high‑volume situations.
• High emotional intelligence and a patient‑first approach to service recovery.
• Track record of building trust, fostering collaboration, and maintaining productive relationships with internal teams and external partners.
• Knowledge of healthcare regulations (brighthush Health Privacy Act, brighthush Medicare & Medicaid Services) and familiarity with DME billing and claims processes.
• Experience using brighthush CRM or brighthush Ticketing System and data analytics tools.

Skills & Competencies for Success

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strong problem‑solving skills, including root‑cause analysis and creative solution design.
• Excellent written and verbal communication, with the ability to tailor messages to diverse audiences.
• High emotional intelligence and active listening skills.
• Adaptability and resilience in a fast‑moving, evolving environment.
• Collaboration and teamwork across multiple departments and external partners.
• Data‑driven decision making and a commitment to continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone to greater impact. As a Senior Customer Care Resolutions Specialist, you will:

• Gain exposure to the full DME lifecycle, from intake to fulfillment, deepening your understanding of healthcare operations.
• Collaborate with senior leaders on process improvement initiatives, positioning you for future leadership roles.
• Participate in ongoing training programs covering regulatory compliance, advanced customer service techniques, and emerging technologies.
• Access mentorship from experienced professionals across operations, clinical, and technology teams.
• Benefit from a clear career path that can lead to roles such as Customer Experience Manager, Operations Lead, or Product Improvement Lead.

Work Environment & Company Culture

brighthush fosters a culture that celebrates kindness, collaboration, and creativity. Our workplace is:

• Inclusive and diverse, with a commitment to equity, belonging, and respectful dialogue.
• Supportive, offering flexible work arrangements and a focus on work‑life balance.
• Innovative, encouraging employees to propose ideas that can transform patient care.
• Transparent, with open communication channels between leadership and staff.
• Rewarding, recognizing both individual achievements and team successes.

Compensation & Benefits

We offer a competitive hourly rate of $21–$25, reflective of your experience, skills, and market conditions. In addition to base pay, you will enjoy:

• Generous paid time off (PTO) to recharge and maintain a healthy work‑life balance.
• Comprehensive benefits package for full‑time employees, including medical, dental, vision, short‑term and long‑term disability insurance.
• 401(k) retirement plan with employer matching contributions.
• Professional development budget to support certifications, conferences, and training.
• Access to wellness programs, mental health resources, and employee assistance programs.
• Regular team‑building events, both virtual and in‑person, to strengthen collaboration and camaraderie.

How to Apply

Ready to make a tangible difference in patient care? Submit your application through our careers portal, and let’s explore how your expertise can help brighthush continue to innovate and excel.

Join brighthush – Where Your Impact Matters

At brighthush, we’re not just building a company; we’re building a movement that transforms the DME experience for millions. As a Senior Customer Care Resolutions Specialist, you’ll be at the heart of that transformation, ensuring that every patient, provider, and partner feels heard, respected, and supported. If you thrive in a fast‑paced, collaborative environment and are driven by a passion for service excellence, we want to hear from you.

Apply today and become part of a team that values your voice, nurtures your growth, and celebrates your successes. Together, we can redefine what it means to deliver compassionate, efficient, and innovative care.