Senior Customer Service Specialist – High‑Volume Call Center Operations & Healthcare Supply Chain Support – Remote Excellence at brighthush

About brighthush: Innovation Meets Compassion in Healthcare Supply

brighthush has been a trusted partner to hospitals, clinics, and long‑term care facilities for more than 50 years. Our mission is simple yet powerful: to empower healthcare providers with the right products, at the right time, so they can focus on what matters most—delivering exceptional patient care. Leveraging data‑driven insights and a remote‑first culture, we streamline procurement, reduce costs, and drive operational excellence across the entire medical supply chain.

Why This Role Matters

As a Senior Customer Service Specialist, you will be the pulse of our supply chain. You’ll serve as the primary point of contact for a diverse network of healthcare professionals, caregivers, and referral sources. Your expertise in order placement, billing, and product inquiries will directly influence the efficiency of medical facilities nationwide, ensuring that life‑saving supplies reach the right hands at the right time.

Key Responsibilities

• Order Placement & Management: Process new and repeat orders with precision, ensuring correct product selection, quantities, and delivery schedules.
• Customer Liaison: Act as the trusted advisor for customers, caregivers, and referral sources, providing timely updates and resolving issues with professionalism.
• Problem Resolution: Investigate and resolve order discrepancies, billing questions, and product complaints using internal systems and cross‑functional resources.
• High‑Volume Call Handling: Manage 60–80 inbound calls per day while maintaining composure and professionalism across a range of call complexities.
• Data Accuracy: Enter and verify customer information, insurance details, and payment data into multiple internal platforms with a high degree of precision.
• Compliance & Quality Assurance: Adhere to regulatory standards, company policies, and quality metrics such as average handle time, adherence, and first‑call resolution.
• Team Collaboration: Consult with supervisors and team leads on complex cases, share best practices, and contribute to continuous improvement initiatives.
• Special Order Handling: Process non‑routine orders such as product samples, ensuring all special requirements are captured and communicated.
• Technology Proficiency: Operate company‑provided hardware, navigate multiple computer programs, and troubleshoot basic technical issues.
• Continuous Learning: Participate in ongoing training sessions, webinars, and skill‑development workshops to stay current with product knowledge and industry trends.

Essential Qualifications

• Education: High school diploma, GED, or equivalent work experience. A bachelor’s degree is a plus.
• Experience: 2–4 years in a high‑volume call center environment, preferably within the healthcare or medical supply industry.
• Remote Work: Prior experience working from home or in a remote setting, demonstrating self‑discipline and strong time‑management skills.
• Technical Skills: Proficiency with Microsoft Office Suite, call‑center phone systems, and order‑placement software.
• Communication: Excellent verbal and written communication skills, with a focus on clarity, empathy, and active listening.
• Problem‑Solving: Ability to conduct root‑cause analysis and resolve complex issues independently.
• Metrics‑Driven: Proven track record of meeting or exceeding daily call‑center metrics such as average handle time, adherence, and quality scores.
• Insurance Knowledge: Understanding of insurance terminology, plans, and documentation, with the ability to explain these concepts in layman’s terms.

Preferred Qualifications

• Experience with healthcare billing and reimbursement processes.
• Familiarity with inventory management and demand‑planning systems.
• Knowledge of regulatory compliance in the medical supply sector.
• Experience with root‑cause analysis tools and methodologies.
• Multilingual capabilities to serve a diverse customer base.

Skills & Competencies

• Customer‑Centric Mindset: A genuine desire to help customers and a commitment to delivering exceptional service.
• Adaptability: Flexibility to work any hours between 8 AM and 9 PM EST, including Saturdays, and to adjust to changing business needs.
• Attention to Detail: Meticulousness in data entry, order processing, and documentation.
• Team Player: Ability to collaborate with cross‑functional teams such as logistics, billing, and product specialists.
• Resilience: Capacity to handle high call volumes and complex inquiries while maintaining a positive attitude.
• Technology Savvy: Comfortable navigating multiple systems and troubleshooting basic technical issues.

Career Growth & Learning Opportunities

At brighthush, growth begins with learning. As a Senior Customer Service Specialist, you will have access to a wealth of resources designed to accelerate your professional development:

• Structured onboarding program with mandatory training sessions covering product knowledge, compliance, and customer‑service best practices.
• Ongoing coaching and feedback from experienced supervisors and team leads.
• Access to internal learning platforms featuring courses on healthcare regulations, supply‑chain fundamentals, and advanced customer‑service techniques.
• Clear career pathways to roles such as Senior Customer Service Specialist, Team Lead, Operations Analyst, or Supply‑Chain Coordinator.
• Opportunities to participate in cross‑departmental projects, giving you exposure to logistics, billing, and product development.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, autonomy, and work‑life balance. Our culture is defined by:

• Inclusive Environment: A diverse workforce where every voice is heard and respected.
• Transparent Communication: Regular virtual town halls, team meetings, and open‑door policies that keep everyone informed.
• Employee Well‑Being: Programs that support mental and physical health, including wellness challenges, virtual fitness classes, and access to counseling services.
• Recognition & Rewards: Monthly shout‑outs, peer‑to‑peer recognition, and performance‑based incentives.
• Community Impact: Volunteer opportunities and partnerships with local health organizations to give back to the communities we serve.

Compensation & Benefits

While the hourly range for this role is $15.75–$18.50, compensation at brighthush is determined by a combination of factors including geographic location, experience, and internal equity. In addition to competitive pay, we offer:

• Health, dental, and vision insurance plans.
• Paid time off (PTO) and paid parental leave.
• 401(k) retirement plan with company match.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs).
• Short‑ and long‑term disability coverage.
• Access to early wage payment through our myFlexPay program.
• Wellness resources, including gym memberships and mental health support.
• Professional development stipend and tuition reimbursement for relevant courses.

Remote Work Requirements

As a remote employee, you will be expected to:

• Maintain a dedicated, quiet, and distraction‑free workspace.
• Have a high‑speed broadband internet connection (minimum 25 Mbps download, 10 Mbps upload, and ping
• Use a wired connection whenever possible to ensure stability.
• Keep your camera on during onboarding, training, and scheduled team meetings.
• Adhere to the company’s IT security policies, including the use of surge protectors and network line protection.

How to Apply

Ready to join a team that values excellence, innovation, and customer impact? Submit your application today through our talent portal:

Apply to this job

For any questions or to request a change to your application, please contact our recruitment team at [email protected].