Senior Customer Service Operations Specialist – Strategic Account Management, Process Optimization, Cross‑Functional Collaboration & Healthcare Solutions Excellence

About brighthush

brighthush stands at the forefront of the healthcare innovation landscape, delivering transformative solutions that empower providers, payers, and patients alike. Our mission is simple yet profound: to elevate health outcomes through technology, data, and an unwavering commitment to customer success. With a global footprint that spans continents and a culture built on curiosity, collaboration, and continuous improvement, brighthush is redefining how healthcare is delivered, experienced, and measured.

Why brighthush?

As a Senior Customer Service Operations Specialist, you will become the linchpin of our customer experience engine. You’ll partner with sales, finance, supply chain, and operations to ensure seamless service delivery, drive process efficiencies, and unlock new growth opportunities. In this role, you’ll:

• Own the end‑to‑end customer journey for key accounts.
• Leverage data and insights to anticipate needs and solve complex problems.
• Champion continuous improvement initiatives that elevate service levels and profitability.
• Mentor junior team members and influence cross‑functional teams.

At brighthush, we believe that the best solutions come from people who are empowered, supported, and challenged. We offer a dynamic work environment where your ideas matter and your career can grow alongside our expanding global footprint.

Role Overview

In this senior‑level position, you will blend strategic thinking with hands‑on execution to ensure that every interaction with our customers reflects the highest standards of service and operational excellence. Your influence will shape the way we manage accounts, streamline processes, and deliver value to our partners.

Key Responsibilities

Below is a detailed breakdown of the day‑to‑day activities that will define your success in this role:

• Customer Relationship Management: Serve as the primary point of contact for assigned accounts, ensuring timely resolution of inquiries, complaints, and escalations. Build trust through proactive communication and deep product knowledge.
• Order Fulfillment & Back‑Order Management: Oversee accurate and on‑time order processing, monitor back‑order status, and coordinate with supply chain to mitigate delays. Implement best practices that reduce cycle time and improve on‑time delivery metrics.
• Contract & Billing Administration: Manage contract terms, invoicing, and reimbursement processes, acting as a liaison between customers and finance. Ensure compliance with contractual obligations and regulatory requirements.
• Process Improvement: Identify bottlenecks, propose solutions, and implement best practices to streamline operations and reduce costs. Lead cross‑functional initiatives that drive measurable performance gains.
• Data Analysis & Reporting: Analyze account histories, trend data, and performance metrics to provide actionable insights to sales and leadership. Translate complex data into clear, concise recommendations.
• Cross‑Functional Collaboration: Work closely with Commercial, Finance, Supply Chain, Marketing, and Operations teams to align on customer needs and strategic initiatives. Facilitate communication and ensure alignment across departments.
• Sales Support: Assist field sales representatives by preparing proposals, responding to RFPs, and coordinating product demonstrations. Provide technical expertise and market insights that help close deals.
• Incident & Complaint Resolution: Investigate product recalls, returns, and customer complaints, ensuring compliance with regulatory requirements. Drive root‑cause analysis and implement corrective actions.
• Training & Mentorship: Provide guidance to junior representatives, fostering a culture of continuous learning and high performance. Develop training materials and conduct knowledge‑sharing sessions.

Essential Qualifications

• 3–6 years of progressive customer service experience, preferably in the healthcare or life sciences sector.
• High School Diploma, GED, or equivalent work experience.
• Demonstrated ability to manage multiple priorities across phone, email, and ticketing systems.
• Strong analytical skills with proficiency in Excel and data‑driven decision making.
• Excellent written and verbal communication skills, with the ability to translate complex information into clear, actionable guidance.
• Proficiency in CRM platforms (e.g., Salesforce) and Microsoft Office Suite.
• Availability to work a Monday‑Friday schedule between 8:00 am and 4:30 pm CST.

Preferred Qualifications

• Experience with medical billing, reimbursement, or related healthcare processes.
• Knowledge of regulatory frameworks such as HIPAA, FDA, or CMS guidelines.
• Project management experience, including the use of Agile or Lean methodologies.
• Prior experience in a senior or supervisory role within customer service or operations.

Core Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Problem‑solving acumen and the ability to think strategically.
• Collaborative spirit and strong interpersonal skills.
• Adaptability to a fast‑paced, evolving environment.
• Commitment to continuous improvement and professional growth.

Career Growth & Development

At brighthush, your career trajectory is supported by a robust learning ecosystem:

• Structured onboarding and mentorship programs to accelerate your impact.
• Access to internal training modules covering product knowledge, compliance, and leadership skills.
• Clear promotion pathways from Senior Representative to Team Lead, Manager, or Director roles.
• Opportunities to lead cross‑functional projects that influence company strategy.
• Annual performance reviews with actionable feedback and development plans.

Work Environment & Culture

brighthush fosters an inclusive, collaborative, and innovative workplace. Our values are reflected in:

• Open communication channels that encourage idea sharing across all levels.
• Recognition programs that celebrate individual and team achievements.
• Flexible work arrangements and a focus on work‑life balance.
• Commitment to diversity, equity, and inclusion, ensuring every employee feels valued and heard.
• Regular team‑building events, wellness initiatives, and community outreach programs.

Compensation & Benefits

We offer a competitive hourly rate of $16.70–$23.90, with potential for performance‑based bonuses. In addition, brighthush provides a comprehensive benefits package designed to support your health, financial security, and overall well‑being:

• Medical, dental, and vision coverage.
• Paid time off (vacation, sick leave, holidays).
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs).
• 401(k) retirement plan with company match.
• Access to early wage payment through myFlexPay.
• Short‑term and long‑term disability coverage.
• Paid parental leave and family support programs.
• Wellness resources, including fitness subsidies and mental health support.
• Employee assistance programs and career coaching.

Equal Opportunity Employer

brighthush is committed to creating an inclusive workplace that values diversity of thought, experience, and background. We celebrate the power of our differences to drive innovation and excellence. 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, creed, or any other status protected by law.

How to Apply

If you are ready to make a tangible impact on customer experience and drive operational excellence, we encourage you to apply today. Join brighthush and be part of a team that is redefining the future of healthcare.