Senior Customer Service Representative – Remote, 3rd‑Level Support, Healthcare & Academic Services – Join brighthush

About brighthush

brighthush is South Florida’s premier university‑based health system, renowned for blending cutting‑edge patient care with world‑class research and medical education. With more than 100 specialties and over one million patient encounters each year, brighthush serves not only the local community but also patients from Latin America and the Caribbean. Our mission is to transform lives through innovation, education, and compassionate service. As a leader in academic medicine, we are committed to fostering a culture of excellence, collaboration, and continuous learning.

Why Work at brighthush?

• Impactful Work: Every interaction you handle directly supports patients, families, and the broader healthcare ecosystem.
• Remote Flexibility: Work from anywhere in the United States while staying connected to a vibrant, mission‑driven team.
• Career Growth: Structured career paths, mentorship programs, and access to internal training resources.
• Competitive Compensation: Market‑aligned salary, comprehensive benefits, and performance‑based incentives.
• Diverse & Inclusive Culture: A workplace that celebrates differences, promotes equity, and encourages every voice to be heard.

Position Overview

As a Senior Customer Service Representative – Level 3, you will be the frontline champion for complex inquiries, complaints, and service requests across brighthush’s extensive network of clinics, hospitals, and research facilities. Your role will involve advanced problem‑solving, cross‑departmental collaboration, and leadership of junior staff. You will operate in a fast‑paced, high‑impact environment, ensuring that every customer interaction reflects brighthush’s commitment to quality and compassion.

Key Responsibilities

• Handle escalated customer inquiries, complaints, and service requests via phone, email, fax, and regular mail.
• Conduct thorough research to diagnose issues, identify root causes, and recommend timely solutions.
• Guide and mentor Level 1 and Level 2 customer service agents, providing coaching, feedback, and training.
• Coordinate with internal departments (Billing, Scheduling, IT, Clinical Services) to resolve complex problems.
• Document all interactions in the customer relationship management (CRM) system, ensuring accuracy and completeness.
• Verify that all corrective actions have been implemented and that customers are satisfied with the resolution.
• Escalate unresolved or high‑severity cases to department leadership for further review.
• Maintain confidentiality and handle sensitive information with the utmost discretion.
• Adhere to brighthush policies, procedures, and regulatory requirements, safeguarding institutional assets.
• Participate in continuous improvement initiatives, providing feedback on process enhancements.

Essential Qualifications

• High school diploma or equivalent (Bachelor’s degree preferred).
• Minimum of 2 years of experience in a customer service or call center environment, preferably within healthcare or higher education.
• Proven ability to manage complex, high‑volume inquiries with professionalism and empathy.
• Strong written and verbal communication skills in English.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and experience with CRM systems.
• Comfortable working evenings, nights, and weekends as required by the healthcare schedule.
• Demonstrated leadership skills: ability to motivate, develop, and train team members.
• Excellent problem‑solving abilities and analytical mindset.
• High level of integrity and discretion when handling confidential information.

Preferred Qualifications

• Experience in a hospital or academic medical center setting.
• Knowledge of healthcare billing, scheduling, or electronic health record (EHR) systems.
• Certification in Customer Service Excellence or related field.
• Multilingual capabilities (Spanish, Portuguese, or other languages common in the region).

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Analytical Thinking: Ability to dissect complex problems and devise actionable solutions.
• Communication: Clear, concise, and empathetic communication across all channels.
• Collaboration: Works effectively with cross‑functional teams to achieve shared goals.
• Adaptability: Thrives in a dynamic environment with shifting priorities.
• Time Management: Prioritizes tasks and meets deadlines in a fast‑paced setting.
• Technology Savvy: Comfortable learning new software and troubleshooting technical issues.

Career Growth & Development

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Level 3 Representative, you will have the opportunity to:

• Progress to senior leadership roles such as Customer Service Manager or Director of Operations.
• Participate in specialized training programs covering healthcare compliance, EHR systems, and advanced customer engagement techniques.
• Engage in cross‑departmental projects that influence organizational strategy and patient experience.
• Earn certifications and credentials that enhance your professional profile.

Work Environment & Culture

brighthush fosters a collaborative, inclusive, and innovative culture. Our remote work model is supported by robust digital tools, regular virtual team meetings, and a strong emphasis on work‑life balance. Employees enjoy:

• Flexible scheduling options to accommodate personal commitments.
• Regular virtual town halls and knowledge‑sharing sessions.
• Access to a comprehensive learning portal with courses on leadership, technology, and healthcare best practices.
• A supportive peer network that values transparency, respect, and continuous improvement.

Compensation & Benefits

While specific salary ranges are competitive and commensurate with experience, brighthush offers a holistic benefits package that includes:

• Health, dental, and vision insurance plans.
• Retirement savings plan with employer match.
• Paid time off, holidays, and flexible vacation policies.
• Tuition reimbursement for continuing education.
• Employee wellness programs and mental health resources.
• Performance‑based bonuses and recognition programs.
• Access to brighthush’s extensive research and educational resources.

How to Apply

Ready to make a difference in patient care and customer experience? Submit your application through our online portal and join a team that values excellence, innovation, and compassion. We look forward to welcoming you to brighthush.

Join brighthush Today

Be part of a forward‑thinking organization that is reshaping healthcare delivery in South Florida and beyond. Your expertise as a Senior Customer Service Representative will help us continue to provide world‑class care and support to our patients, families, and community partners.

Apply now and start your journey with brighthush – where your career meets purpose.