Senior Customer Care Resolutions Specialist – Expert Escalation Management, Patient Support, and Process Optimization Leader in Healthcare Technology at brighthush

About brighthush

brighthush is a forward‑thinking healthcare technology company that is redefining the durable medical equipment (DME) experience for patients, providers, and payers. By marrying cutting‑edge software with a deep understanding of the clinical and logistical challenges that arise in DME delivery, brighthush streamlines workflows, reduces errors, and improves patient outcomes. Our mission is simple: make high‑quality medical equipment accessible, affordable, and hassle‑free for everyone who needs it. We are driven by a passion for innovation, a commitment to patient safety, and a relentless focus on customer delight.

Why brighthush is the Future of DME

In an industry where delays, miscommunication, and paperwork can jeopardize patient health, brighthush is turning the tide. We combine robust data analytics, intuitive user interfaces, and a patient‑first philosophy to eliminate friction at every touchpoint. Whether it’s a clinician ordering a ventilator, a patient awaiting a wheelchair, or an insurer verifying coverage, our platform ensures that every stakeholder receives timely, accurate, and compassionate support.

Our technology is built on a foundation of transparency, compliance, and scalability. We partner with hospitals, home‑care agencies, and insurance carriers to create a seamless ecosystem that reduces administrative burden and frees clinicians to focus on care. By integrating real‑time inventory tracking, automated billing, and proactive communication, we are setting new standards for how DME is delivered across the United States.

Your Impact as a Senior Customer Care Resolutions Specialist

As a Senior Customer Care Resolutions Specialist, you will be the frontline champion for patients and partners who encounter complex issues. Your expertise will shape the experience of thousands of patients, ensuring that every interaction is handled with precision, empathy, and efficiency. You will act as a bridge between patients, clinicians, insurers, and our internal teams, ensuring that every voice is heard and every problem is solved.

Key Responsibilities

• Lead Escalation Resolution: Own the end‑to‑end process of resolving high‑priority customer and patient issues, ensuring timely and satisfactory outcomes.
• Cross‑Functional Investigation: Collaborate with Logistics, Billing, Product Development, and Compliance teams to conduct thorough investigations into service problems.
• Documentation & Compliance: Record every interaction in our CRM and knowledge‑base systems, maintaining accuracy and adherence to industry regulations.
• Root‑Cause Analysis: Analyze recurring issues to identify underlying causes and recommend process improvements that reduce future incidents.
• DME Policy Expertise: Serve as the subject‑matter expert on DME policies, insurance coverage, and regulatory requirements, providing guidance to both internal teams and external stakeholders.
• Mentorship & Training: Coach and train junior support staff on best practices for escalation handling, fostering a culture of continuous learning.
• Process Improvement: Participate in workflow redesign and automation projects to enhance efficiency and customer experience.
• Product Feedback Loop: Act as a liaison between patients and the product team, feeding real‑world insights into future product enhancements.
• Performance Tracking: Monitor and report on key performance indicators (KPIs) related to escalation resolution, customer satisfaction, and process efficiency.
• Stakeholder Communication: Communicate status updates, resolution plans, and follow‑ups to patients, clinicians, insurers, and senior leadership.

Essential Qualifications

• Minimum of 2 years of experience in customer service or patient support, preferably within the healthcare or medical device sector.
• Proven track record of managing escalated concerns with a high resolution rate.
• Excellent written and verbal communication skills in English, with the ability to convey complex information clearly and empathetically.
• Strong organizational skills and the capacity to juggle multiple priorities in a fast‑paced environment.
• Proficiency in brighthush’s CRM platform and experience with similar systems.
• Demonstrated ability to learn new internal systems quickly and apply them effectively.
• High level of professionalism and integrity, especially when handling sensitive patient data.

Preferred Qualifications

• Experience in the durable medical equipment industry or a related healthcare technology field.
• Knowledge of insurance billing, reimbursement processes, and regulatory compliance (HIPAA, etc.).
• Familiarity with data analysis tools (e.g., Tableau, Power BI) to track and report on key performance indicators.
• Previous exposure to remote work environments and virtual collaboration tools.
• Certification in Customer Experience Management or a related discipline.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Problem‑Solving: Analytical thinking to diagnose issues, identify root causes, and propose actionable solutions.
• Communication: Clear, concise, and compassionate communication across all stakeholder levels.
• Adaptability: Ability to thrive in a dynamic, evolving environment with shifting priorities.
• Team Collaboration: Strong interpersonal skills to work effectively with cross‑functional teams.
• Technical Proficiency: Comfortable navigating multiple software platforms and learning new tools quickly.
• Time Management: Efficiently prioritize tasks to meet deadlines and maintain high service quality.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared journey. As a Senior Customer Care Resolutions Specialist, you will have access to:

• Structured mentorship programs with senior leaders in Customer Success, Product, and Operations.
• Regular training sessions on emerging healthcare technologies, regulatory updates, and customer experience best practices.
• Opportunities to lead cross‑departmental projects that shape the future of DME delivery.
• Clear career pathways to roles such as Customer Success Manager, Product Support Lead, or Operations Analyst.
• Support for external certifications and conferences that align with your career goals.
• Access to a knowledge hub that includes case studies, white papers, and industry research.
• Annual hackathons and innovation challenges where you can propose and prototype new solutions.

Work Environment & Company Culture

brighthush fosters a culture of innovation, collaboration, and inclusivity. Our remote‑first model empowers employees to work from anywhere in the United States while staying connected through weekly virtual town halls, team‑building activities, and real‑time collaboration tools. We celebrate diversity, encourage open dialogue, and reward creativity. Every team member is valued for their unique perspective and contribution to our mission of improving patient care.

Key cultural pillars include:

• Empathy‑First Approach: We prioritize the emotional and practical needs of patients and partners.
• Continuous Learning: We provide learning resources, peer‑learning circles, and a culture of curiosity.
• Data‑Driven Decision Making: We rely on metrics, analytics, and evidence to guide product and process improvements.
• Work‑Life Harmony: Flexible hours, generous PTO, and wellness programs support a balanced lifestyle.
• Community Impact: We partner with local health organizations and volunteer initiatives to give back.

Compensation & Benefits

Salary Range: USD 43,680 – 52,000 per year (commensurate with experience and qualifications).

Benefits Package

• 401(k) plan with company matching to help secure your financial future.
• Generous paid time off (PTO) policy, including vacation, sick leave, and personal days.
• Health, dental, and vision insurance plans with competitive premiums.
• Flexible work schedule and remote work options.
• Professional development stipend for courses, certifications, and conferences.
• Employee wellness programs, including mental health resources and fitness reimbursements.
• Annual company retreats and team‑building events.
• Access to a wellness stipend for home office upgrades and ergonomic support.

How to Apply

If you are a dedicated, customer‑focused professional ready to make a tangible impact in the healthcare technology space, we invite you to apply. Submit your resume and a brief cover letter outlining your experience with escalated customer support and why you’re excited about the opportunity at brighthush. We look forward to exploring how your expertise can help us elevate the patient experience.

Join brighthush Today

At brighthush, we’re not just building technology; we’re building a healthier future for patients worldwide. Your role as a Senior Customer Care Resolutions Specialist will be pivotal in ensuring that every patient and partner receives the support they deserve. If you thrive in a fast‑moving, mission‑driven environment and are passionate about delivering world‑class service, we want to hear from you. Apply now and become part of a team that values innovation, empathy, and excellence.