Senior Customer Care Specialist – Home Health & Durable Medical Equipment Coordination, 24/7 Patient Support, Care Transition & Quality Assurance Lead – Championing Compassionate Care Excellence at brighthush

About brighthush

brighthush is a trailblazer in the evolving landscape of home‑care, redefining how patients receive high‑quality, compassionate care in the comfort of their own homes. With a legacy spanning more than thirty years, we seamlessly integrate Durable Medical Equipment (DME), Respiratory, Home Health, and Home Infusion services to deliver personalized, evidence‑based solutions that elevate patient outcomes across the United States and Puerto Rico. Our network of Medicare and Medicaid‑certified providers operates around the clock, ensuring that every patient receives the highest standard of care, guided by integrity, innovation, and a relentless focus on patient well‑being.

Why Join brighthush?

When you become part of the brighthush family, you’ll experience:

• Impactful Work: Directly influence patient outcomes by ensuring timely delivery of approved services and equipment.
• Collaborative Environment: Work alongside dedicated clinicians, home health agencies, and health plans in a supportive, team‑driven culture.
• Professional Growth: Access to comprehensive training, mentorship, and career advancement pathways within a rapidly expanding organization.
• Competitive Compensation: A robust benefits package that rewards your dedication and expertise.
• Inclusive Culture: A workplace that celebrates diversity, equity, and inclusion, where every voice is heard.

Role Overview

As a Senior Customer Care Specialist, you will serve as the linchpin that connects patients, providers, and payers to ensure smooth, compliant, and compassionate care transitions. Your day‑to‑day tasks will include coordinating and scheduling home health, DME, and infusion services; serving as the primary point of contact for all stakeholders; maintaining HIPAA‑compliant documentation; monitoring service delivery timelines; conducting patient follow‑ups; and driving continuous improvement initiatives.

Key Responsibilities

• Coordinate and schedule home health, DME, and infusion services for patients, ensuring all approvals and authorizations are in place.
• Serve as the primary point of contact for patients, families, clinicians, and health plans, addressing inquiries, resolving issues, and providing timely updates.
• Maintain accurate, HIPAA‑compliant documentation in our electronic health record (EHR) and case management systems.
• Monitor service delivery timelines, identify bottlenecks, and collaborate with internal and external partners to expedite solutions.
• Conduct regular follow‑ups with patients to assess satisfaction, gather feedback, and identify opportunities for improvement.
• Assist in the development and refinement of care coordination protocols, ensuring alignment with CMS regulations and best practices.
• Participate in quality improvement initiatives, data collection, and reporting to drive continuous enhancement of patient experience.
• Manage multiple concurrent cases in a fast‑paced environment while maintaining meticulous attention to detail.
• Provide training and support to new hires and peers on system usage, compliance standards, and customer service excellence.

Performance Metrics & Success Indicators

• Timeliness of service approvals and equipment deliveries.
• Patient satisfaction scores and feedback loops.
• Accuracy of documentation and compliance audit results.
• Reduction in case resolution time and escalation rates.
• Contribution to quality improvement projects and measurable outcomes.

Essential Qualifications

• Associate’s degree or equivalent experience in healthcare administration, social work, nursing, or a related field.
• 1–3 years of experience in customer service, healthcare coordination, or referral management.
• Strong verbal and written communication skills, with the ability to convey complex information clearly and empathetically.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and familiarity with electronic health record systems.
• Solid understanding of HIPAA, CMS, and other healthcare regulatory requirements.
• Excellent problem‑solving and conflict‑resolution abilities, with a proactive approach to identifying and mitigating risks.
• Demonstrated ability to multitask, prioritize, and manage time effectively in a dynamic environment.

Preferred Qualifications

• Bachelor’s degree in healthcare administration, public health, or a related discipline.
• Experience working with Medicare/Medicaid plans, home health agencies, or DME providers.
• Knowledge of billing and reimbursement processes for home health and durable medical equipment services.
• Experience with case management or care coordination software platforms.
• Certification in healthcare administration or related fields (e.g., Certified Case Manager).

Skills & Competencies

• Customer‑Centric Mindset: A genuine passion for helping patients and families navigate complex care journeys.
• Analytical Thinking: Ability to interpret data, identify trends, and propose actionable solutions.
• Team Collaboration: Comfortable working cross‑functionally with clinicians, billing teams, and external partners.
• Adaptability: Thrives in a fast‑changing environment and embraces continuous learning.
• Attention to Detail: Maintains high accuracy in documentation, authorization tracking, and compliance monitoring.
• Technology Savvy: Quickly learns new software and tools, leveraging technology to improve efficiency.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Senior Customer Care Specialist, you will have access to:

• Structured onboarding and comprehensive training programs covering clinical protocols, regulatory compliance, and customer service best practices.
• Mentorship from seasoned coordinators and leaders who guide your career trajectory.
• Opportunities to pursue advanced certifications (e.g., Certified Case Manager, Certified Professional in Healthcare Quality).
• Internal career pathways into roles such as Senior Care Coordinator, Clinical Operations Manager, or Quality Improvement Lead.
• Cross‑departmental projects that broaden your skill set and expose you to new facets of home healthcare delivery.

Work Environment & Culture

brighthush fosters a workplace where innovation meets compassion. Our culture is defined by:

• Collaboration: Open communication channels and regular team huddles keep everyone aligned.
• Recognition: Employee recognition programs celebrate achievements and milestones.
• Wellness: Comprehensive wellness initiatives, including fitness incentives and mental health resources, support your overall well‑being.
• Flexibility: While many roles are on a 24/7 schedule, we offer flexible shift options to accommodate work‑life balance.
• Diversity & Inclusion: We actively promote an inclusive environment where diverse perspectives drive better patient outcomes.

Compensation & Benefits

• Base salary commensurate with experience and market standards.
• Health, vision, and dental insurance plans for you and your family.
• Short‑ and long‑term disability coverage.
• Life insurance paid by the employer.
• 401(k) plan with employer matching contributions.
• Paid time off (PTO) and holiday pay, including 13 days of PTO and 6+ days of holiday pay.
• Wellness program with reward incentives for physical activity, healthy habits, and preventive care.
• Employee recognition and reward programs that celebrate milestones and outstanding performance.
• Comprehensive paid training program to support your professional growth.

How to Apply

Ready to make a difference in the lives of patients while advancing your career? Click the link below to submit your application and join the brighthush family:

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Join brighthush – Where Patients Are #1 and People Make the Difference

At brighthush, we are more than a healthcare provider; we are a community of compassionate professionals dedicated to transforming home healthcare. If you are passionate about delivering exceptional customer service, thrive in a collaborative environment, and are committed to excellence, we invite you to apply today. Together, we can continue to innovate, improve patient outcomes, and create a brighter future for the communities we serve.