Senior Customer Support Analyst – Remote – Healthcare Technology Solutions at brighthush

About brighthush

brighthush is a trailblazing force in the healthcare technology arena, dedicated to bridging the gap between payers and providers through innovative, data‑driven solutions. Our portfolio includes cutting‑edge payer‑provider collaboration platforms, evidence‑based oncology utilization management tools, and a suite of services that streamline operations, unlock cost savings, and elevate patient care. At brighthush, we believe that technology should empower people, not replace them. That’s why we foster a culture of clarity, empathy, collaboration, and integrity—values that guide every decision, every product, and every interaction with our partners.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re joining a community that thrives on curiosity, innovation, and impact. Our remote, fully‑distributed workforce spans the United States, giving you the flexibility to work from wherever you feel most productive while staying connected to a vibrant, cross‑functional team. We invest heavily in your professional growth, offering continuous learning opportunities, mentorship programs, and a clear career ladder that rewards initiative and results.

Position Overview

We are seeking a seasoned Senior Customer Support Analyst to serve as the primary liaison for our health plan trading partners. In this role, you will deliver high‑quality, timely support—both technical and customer‑centric—while driving process improvements and knowledge base enrichment. Your expertise will help ensure that our partners experience seamless integration, rapid issue resolution, and a partnership that feels both personal and professional.

Key Responsibilities

• Act as the frontline support champion for health plan trading partners, managing all inbound support tickets and technical inquiries.
• Track, analyze, and report on plan‑specific metrics, identifying trends and recommending actionable insights to senior leadership.
• Provide clear, concise, and empathetic communication—both verbal and written—to users, partners, and internal stakeholders.
• Escalate complex issues to the appropriate technical teams, ensuring timely follow‑up and resolution while keeping all parties informed.
• Document every support interaction meticulously, maintaining accurate case notes and ensuring compliance with internal SOPs.
• Collaborate cross‑functionally with product, engineering, and sales teams to brainstorm solutions to challenging problems.
• Develop, edit, and maintain knowledge‑base articles that capture troubleshooting steps, best practices, and operational procedures.
• Proactively identify opportunities for process improvement, workflow optimization, and automation.
• Mentor junior support staff, sharing expertise and fostering a culture of continuous learning.

Essential Qualifications

• Minimum of 5 years of progressive experience in customer support, technical support, or a related field.
• Strong analytical mindset with the ability to dissect complex problems and devise elegant solutions.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience with CRM platforms, preferably Salesforce.com.
• Exceptional written and verbal communication skills, with a knack for translating technical jargon into user‑friendly language.
• Demonstrated ability to work independently, manage multiple priorities, and meet tight deadlines in a fast‑paced environment.
• High attention to detail and a commitment to delivering thorough, accurate documentation.
• Passion for delivering outstanding customer service and a track record of exceeding customer satisfaction metrics.
• Bachelor’s degree in a related field (or equivalent experience) is required; advanced certifications in customer support or technical domains are a plus.

Preferred Qualifications

• Experience in the healthcare technology or health insurance industry, with a solid understanding of payer‑provider workflows.
• Familiarity with healthcare data standards (e.g., HL7, FHIR) and interoperability protocols.
• Background in creating and managing knowledge‑base content, including authoring, editing, and publishing.
• Experience with data visualization tools (Tableau, Power BI) to generate actionable insights.
• Knowledge of regulatory compliance frameworks such as HIPAA and GDPR.

Skills & Competencies

• Problem‑solving: Ability to diagnose root causes and implement effective solutions.
• Communication: Clear, concise, and empathetic communication across all levels.
• Collaboration: Comfortable working with cross‑functional teams to achieve shared goals.
• Adaptability: Thrives in a dynamic environment with evolving priorities.
• Customer‑centric mindset: Always puts the partner’s needs first while balancing internal objectives.
• Process improvement: Proactively identifies bottlenecks and champions continuous improvement.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions. As a Senior Customer Support Analyst, you’ll have the chance to:

• Lead cross‑functional projects that shape product roadmaps and support strategies.
• Transition into specialized roles such as Support Engineering, Product Management, or Customer Success Leadership.
• Participate in our internal “Innovation Lab,” where you can propose and prototype new tools or processes.
• Access a curated library of online courses, certifications, and workshops—fully reimbursed by the company.
• Engage in quarterly hackathons and knowledge‑sharing sessions that keep you at the forefront of industry trends.

Work Environment & Culture

brighthush champions a remote‑first culture that values flexibility, autonomy, and collaboration. Our distributed teams rely on robust digital collaboration tools, regular virtual town halls, and informal “coffee chat” channels to maintain a sense of community. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Whether you’re troubleshooting a complex issue or brainstorming a new feature, you’ll find a supportive environment that empowers you to make a real difference.

Compensation & Benefits

We offer a competitive hourly rate ranging from $28.00 to $37.50 per hour, with bonus potential based on performance and company metrics. In addition to your base pay, you’ll enjoy:

• Comprehensive medical, dental, and vision insurance plans.
• Financial planning assistance and a 401(k) plan with a 3% company match.
• Unlimited access to our online learning platform and an optional annual subscription to the Headspace app.
• Paid time off (PTO) and flexible time off (FTO) for hourly and salaried employees, respectively.
• Paid holidays, paid parental leave, and a flexible return‑to‑work program.
• Employee Assistance Program (EAP) for mental and physical wellness support.
• Discounts on popular cell phone plans, travel assistance, and education assistance programs.
• Life and disability insurance coverage.
• Regular team‑building events, both virtual and in‑person, to strengthen camaraderie.

Equal Opportunity Employer

brighthush is committed to fostering an inclusive workplace that embraces diversity in all its forms. We provide equal employment opportunities to all employees and applicants, and we prohibit discrimination and harassment of any type. Our policies apply to all aspects of employment, including recruitment, hiring, promotion, and compensation.

Ready to Make an Impact?

If you’re a seasoned support professional who thrives on solving complex problems, building strong partner relationships, and driving continuous improvement, we want to hear from you. Join brighthush and help shape the future of healthcare technology—one partnership at a time.

Apply Today and become a pivotal part of a company that values innovation, integrity, and the well‑being of its people.