Senior Customer Service Operations Representative – Strategic Account Management & Process Optimization in Healthcare Supply Chain

About brighthush and the Healthcare Supply Chain Landscape

brighthush is a global leader in healthcare solutions, delivering innovative products and services that empower clinicians, payers, and patients worldwide. Our mission is to streamline the flow of medical supplies, enhance patient outcomes, and drive operational excellence across the entire healthcare ecosystem. In a rapidly evolving industry where precision, reliability, and customer focus are paramount, brighthush stands at the intersection of technology, logistics, and compassionate care.

As the healthcare sector continues to embrace digital transformation, supply chain efficiency, and data-driven decision making, the role of a Senior Customer Service Operations Representative has never been more critical. You will become the linchpin that connects our customers, internal teams, and the broader brighthush ecosystem, ensuring that every interaction reflects our commitment to quality, transparency, and proactive problem solving.

Why This Role Matters

In the fast-paced world of medical supply, customers expect seamless order fulfillment, accurate invoicing, and rapid resolution of any issues that arise. The Senior Customer Service Operations Representative is the guardian of that promise. By managing accounts, coordinating cross‑functional teams, and driving continuous improvement initiatives, you will directly influence customer satisfaction scores, retention rates, and revenue growth.

Key Responsibilities

• Customer Relationship Management – Serve as the primary point of contact for key accounts, building trust through timely communication, proactive updates, and personalized service.
• Order Fulfillment & Back‑Order Management – Oversee the entire order lifecycle, from receipt to delivery, ensuring accuracy, resolving discrepancies, and minimizing back‑order incidents.
• Contract & Billing Administration – Manage contract terms, pricing agreements, and invoicing processes, ensuring compliance with regulatory standards and internal policies.
• Issue Resolution & Dispute Management – Act as a liaison for complex problems, coordinating with Finance, Supply Chain, and Operations to resolve billing disputes, product returns, and quality complaints.
• Data Analysis & Reporting – Collect, analyze, and report on key metrics such as order accuracy, cycle time, and customer feedback to identify trends and opportunities for improvement.
• Process Improvement Initiatives – Lead or participate in cross‑functional projects aimed at optimizing inventory levels, reducing costs, and enhancing service delivery.
• Sales Support & Opportunity Identification – Work closely with field sales representatives to identify upsell or cross‑sell opportunities, providing insights from customer interactions and market trends.
• Team Leadership & Mentorship – Offer guidance to junior team members, share best practices, and foster a culture of continuous learning and high performance.
• Compliance & Quality Assurance – Ensure all activities adhere to industry regulations, internal audit requirements, and brighthush quality standards.

Essential Qualifications

• 3–6 years of progressive customer service experience, preferably within the healthcare or life sciences sector.
• High School Diploma, GED, or equivalent work experience; a bachelor’s degree in Business, Healthcare Administration, or a related field is a plus.
• Proven ability to manage multiple priorities while maintaining a high level of accuracy and customer satisfaction.
• Strong communication skills, both written and verbal, with the ability to translate complex information into clear, actionable insights.
• Experience with contract administration, invoicing, and reimbursement processes in a regulated environment.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook) and familiarity with CRM or ERP systems.
• Self‑motivated, detail‑oriented, and comfortable working independently as well as part of a collaborative team.
• Availability to work a Monday‑Friday schedule between 8:00 am and 4:30 pm CST.

Preferred Qualifications

• Experience in a customer‑facing role within a large, global organization.
• Knowledge of healthcare regulations such as HIPAA, FDA, and CMS guidelines.
• Experience with data analytics tools (e.g., Power BI, Tableau) to drive decision making.
• Previous involvement in process improvement projects using Lean, Six Sigma, or similar methodologies.
• Multilingual capabilities, especially in Spanish or other languages relevant to our customer base.

Core Skills & Competencies

• Customer‑Centric Mindset – Passion for delivering exceptional service and anticipating client needs.
• Analytical Thinking – Ability to dissect complex data sets, identify root causes, and recommend actionable solutions.
• Problem‑Solving – Strong judgment and creativity in resolving disputes and streamlining processes.
• Collaboration & Influence – Skilled at building relationships across functional teams and influencing stakeholders to achieve shared goals.
• Adaptability – Comfortable navigating change, learning new systems, and adjusting priorities in a dynamic environment.
• Project Management – Experience managing projects from conception to completion, ensuring timelines and budgets are met.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Senior Customer Service Operations Representative, you will have access to:

• Structured onboarding and mentorship programs to accelerate your integration into the team.
• Cross‑functional training sessions covering Supply Chain, Finance, and Commercial operations.
• Leadership development workshops focused on communication, negotiation, and strategic thinking.
• Opportunities to lead process improvement projects that have a measurable impact on the business.
• Clear career pathways to roles such as Customer Success Manager, Operations Manager, or Business Analyst.

Work Environment & Company Culture

brighthush fosters a culture of inclusion, innovation, and accountability. Our employees are empowered to bring their authentic selves to work, collaborate across boundaries, and challenge the status quo. Key cultural pillars include:

• Diversity & Inclusion – We celebrate diverse perspectives and actively promote an environment where everyone feels valued.
• Continuous Improvement – Every team member is encouraged to identify opportunities for betterment and to implement solutions.
• Work‑Life Balance – Flexible scheduling, remote work options, and generous paid time off help you maintain harmony between professional and personal commitments.
• Health & Well‑Being – Comprehensive medical, dental, and vision plans, along with wellness programs and mental health resources.
• Community Engagement – Volunteer opportunities and corporate social responsibility initiatives allow you to give back to the communities we serve.

Compensation & Benefits

We offer a competitive hourly rate ranging from $16.70 to $23.90, commensurate with experience and performance. In addition to base pay, you will enjoy:

• Health, dental, and vision insurance plans with employer contributions.
• Paid time off (vacation, sick leave, and holidays) plus a flexible paid parental leave policy.
• 401(k) retirement plan with company match.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA) to manage out‑of‑pocket medical expenses.
• Short‑ and long‑term disability coverage.
• Employee assistance programs and wellness initiatives, including gym memberships and mindfulness sessions.
• Access to early wage payment through our myFlexPay program.

Our Commitment to Diversity and Inclusion

brighthush is an equal‑opportunity employer that values diversity of thought, experience, and background. We are dedicated to creating an inclusive workplace where every employee can thrive and contribute to our shared success. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, disability, sex, sexual orientation, gender identity, pregnancy, veteran status, marital status, or any other protected characteristic.

Ready to Join brighthush?

If you are a proactive, customer‑focused professional with a passion for operational excellence and a desire to make a tangible impact in the healthcare supply chain, we invite you to apply. Bring your expertise, curiosity, and drive to a team that values innovation, collaboration, and continuous growth.

To submit your application, visit our careers portal and search for “Senior Customer Service Operations Representative.” We look forward to exploring how your skills and aspirations align with brighthush’s mission to transform healthcare delivery worldwide.