Senior Customer Success Specialist – Allergy & Telehealth Services – Remote – Champion Patient Experience, Physician Partnership, Data‑Driven Continuous Improvement – Lead Customer Success at brighthush

About brighthush: Revolutionizing Allergy Care in the Digital Era

brighthush isn’t just a technology provider; it’s a movement that redefines how patients and clinicians experience allergy care. By blending cutting‑edge allergy diagnostics, personalized immunotherapy, and a seamless telehealth platform, we empower physicians to deliver faster, more effective care while keeping costs transparent and manageable. Since our founding, we have helped over 300,000 patients reclaim their lives from seasonal and perennial allergies, earning thousands of 5‑star reviews that underscore our unwavering commitment to excellence.

Why brighthush is the Ideal Launchpad for Your Career

When you join brighthush, you become part of a culture that prizes impact, innovation, and personal growth. Here’s why our team thrives:

• Real‑World Impact – Your daily work directly improves patient outcomes and enhances physician satisfaction across a nationwide network.
• Innovation‑First Mindset – We thrive on experimentation, data‑driven insights, and continuous improvement, encouraging every team member to contribute fresh ideas.
• Career Momentum – Rapid growth and a flat hierarchy mean you can move quickly into higher‑impact roles, from clinical operations to product strategy.
• Work‑Life Harmony – A fully remote model with flexible hours, paired with a comprehensive benefits package that supports your physical, mental, and financial well‑being.

Position Overview

We are seeking a seasoned, customer‑centric professional to become the linchpin of our remote Customer Support team. In this role, you will serve as the primary point of contact for physician practices, ensuring a seamless experience for both our partners and the patients they serve. Your blend of empathy, analytical rigor, and cross‑functional collaboration will help us maintain the highest standards of satisfaction and retention.

Key Responsibilities

• Relationship Building – Initiate and sustain frequent inbound and outbound communication—calls, emails, live chat—to nurture strong, long‑term partnerships with our physician network.
• Issue Resolution – Promptly address tier‑one clinical questions, order fulfillment, invoice inquiries, payment allocation, claims or denials, and general service requests. Escalate complex issues to the appropriate internal teams and ensure timely resolution.
• Account Management – Oversee a portfolio of accounts, ensuring accurate billing, timely collections, and proactive follow‑up on outstanding invoices.
• Consultative Support – Educate physicians and staff on best practices, process guidance, and new product features to improve outcomes and retention.
• Cross‑Functional Collaboration – Work closely with Sales, Operations, Finance, and Clinical teams to address customer concerns and drive continuous improvement.
• Compliance & Quality – Adhere to all applicable legal, regulatory, and company policy requirements, maintaining the highest standards of data privacy and security.
• Continuous Improvement – Participate in regular customer conference calls, gather feedback, and contribute to the development of process enhancements and knowledge base articles.
• Reporting & Metrics – Track and report on key performance indicators such as response time, resolution rate, and customer satisfaction scores.

Essential Qualifications

• Education – Bachelor’s degree preferred; alternatively, a high school diploma with a minimum of two years of experience in customer or patient support.
• Healthcare Experience – At least two years in patient scheduling or billing within a high‑volume healthcare office, clinical operations at an allergy center, or payer relations. Experience in two or more of these areas is strongly preferred.
• Customer Service Expertise – Proven track record of managing and resolving issues in a high‑touch environment, both in person and over the phone.
• Communication Skills – Excellent verbal and written communication, with strong presentation abilities and the capacity to convey complex information clearly.
• Problem‑Solving & Multitasking – Demonstrated ability to analyze problems, develop solutions, and manage multiple priorities simultaneously.
• Performance Orientation – Experience meeting or exceeding quotas and performance metrics in a customer‑service role.
• Technology Proficiency – Advanced skills in brighthush Office Suite (Excel, Word, Outlook) and brighthush CRM. Ability to type at least 30 words per minute.

Preferred Qualifications

• Experience with telemedicine platforms or remote patient monitoring.
• Knowledge of insurance claim processes and payer reimbursement policies.
• Familiarity with allergy testing protocols and immunotherapy regimens.
• Prior experience in a SaaS or technology‑driven healthcare company.
• Certification in Customer Service Excellence or a related field.

Core Competencies & Skills

• Customer‑first mindset with a passion for delivering exceptional service.
• Strong analytical and data‑driven decision‑making abilities.
• Adaptability to a fast‑paced, evolving environment.
• Team player who thrives in cross‑functional collaboration.
• Proactive approach to identifying and implementing process improvements.
• High emotional intelligence and empathy when interacting with physicians and patients.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Support Representative, you will have access to:

• Structured mentorship programs with senior leaders.
• Regular training on new products, industry trends, and regulatory updates.
• Opportunities to transition into specialized roles such as Clinical Operations, Sales Enablement, or Product Management.
• Leadership development workshops and certifications.
• Annual performance reviews with clear pathways for advancement.

Work Environment & Company Culture

brighthush’s culture is built on transparency, collaboration, and a shared commitment to improving patient lives. Key highlights include:

• Fully remote work model with flexible hours to support work‑life balance.
• Inclusive and diverse workforce that celebrates different perspectives.
• Regular virtual town halls and team‑building events.
• Open‑door communication channels with leadership.
• Recognition programs that celebrate individual and team achievements.

Compensation, Perks & Benefits

While specific figures may vary based on experience, brighthush offers a competitive base salary complemented by:

• Performance‑based bonuses and incentive plans.
• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including virtual fitness classes and mental health resources.
• Employee referral bonuses.

How to Apply

Ready to join a team that’s redefining allergy care? Submit your application through the link below and become part of brighthush’s mission to bring high‑quality, accessible allergy services to patients nationwide.