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

About brighthush

brighthush is a trailblazing force in the healthcare technology arena, dedicated to transforming how payers and providers collaborate. By weaving together cutting‑edge data analytics, evidence‑based oncology management, and seamless payer‑provider communication tools, we empower health plans to unlock operational efficiencies, reduce costs, and elevate patient care. Our mission is simple yet profound: to connect the right people with the right information at the right time, so that every stakeholder can thrive.

With a culture rooted in clarity, empathy, collaboration, integrity, community, and a pioneering spirit, brighthush has cultivated an environment where ideas flourish, talent is nurtured, and success is shared. Whether you’re a seasoned professional or an ambitious newcomer, you’ll find a place at brighthush that challenges you, rewards your contributions, and supports your personal and professional growth.

Role Overview

We are seeking an experienced Senior Customer Support Analyst to join our dynamic Customer Support team. This remote position, open to candidates across the United States, places you at the forefront of our client engagement strategy. You will be the primary point of contact for our health plan trading partners, ensuring that every support request is handled with precision, empathy, and a deep understanding of our technology ecosystem.

As a Senior CSA, you will:

• Serve as the trusted liaison between brighthush and our health plan partners, managing complex technical and operational inquiries.
• Document, track, and resolve support cases with meticulous attention to detail, ensuring that all stakeholders receive timely updates.
• Collaborate cross‑functionally to identify root causes, propose process improvements, and create knowledge‑base content that empowers both internal teams and external partners.
• Leverage data analytics to uncover trends, forecast potential issues, and provide actionable insights to senior leadership.

Key Responsibilities

Client Support & Liaison

• Act as the first line of support for health plan trading partners, providing clear, concise, and professional communication.
• Track plan‑specific metrics, identify recurring issues, and develop escalation plans to ensure timely resolution.
• Maintain a comprehensive knowledge base, authoring and updating articles that address common challenges and best practices.

Technical Troubleshooting & Problem Solving

• Diagnose and resolve complex technical problems across multiple platforms, including our proprietary solutions and integrated third‑party tools.
• Utilize diagnostic tools, logs, and data analytics to pinpoint root causes and implement effective fixes.
• Document troubleshooting steps and outcomes in a clear, reproducible format for future reference.

Process Improvement & Continuous Learning

• Analyze support data to identify trends, bottlenecks, and opportunities for process optimization.
• Recommend and champion process improvements that enhance customer satisfaction and operational efficiency.
• Stay current with industry best practices, emerging technologies, and regulatory changes that impact our solutions.

Essential Qualifications

• Minimum of 5 years of progressive experience in customer support, technical support, or a related field within the healthcare technology sector.
• Strong analytical skills with the ability to interpret data, identify patterns, and translate findings into actionable insights.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and experience with CRM platforms, preferably Salesforce.com.
• Exceptional written and verbal communication skills, with a proven track record of delivering clear, concise, and professional support to both technical and non‑technical audiences.
• Demonstrated ability to work independently, prioritize tasks, and manage multiple concurrent support cases with minimal supervision.
• High level of empathy, patience, and a customer‑centric mindset.

Preferred Qualifications

• Experience working with payer‑provider collaboration solutions or oncology utilization management platforms.
• Knowledge of healthcare regulations (e.g., HIPAA, HITECH) and data privacy best practices.
• Familiarity with data visualization tools (e.g., Tableau, Power BI) and reporting dashboards.
• Experience creating and maintaining knowledge‑base articles and training materials.
• Background in project management or process improvement methodologies (e.g., Lean, Six Sigma).

Skills & Competencies

• Advanced problem‑solving and critical thinking abilities.
• Strong organizational and time‑management skills.
• Proactive communication and stakeholder management.
• Adaptability and resilience in a fast‑paced, evolving environment.
• Team collaboration and cross‑functional partnership.
• Commitment to continuous learning and professional development.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the solutions we build. As a Senior CSA, you will:

• Lead initiatives that shape the future of our support operations, positioning you as a key influencer within the organization.
• Participate in leadership development programs, mentorship opportunities, and cross‑departmental projects.
• Access a wealth of learning resources, including an unlimited subscription to our online learning platform, industry conferences, and specialized training in healthcare technology.
• Benefit from a culture that rewards innovation, encourages experimentation, and celebrates success.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Our remote-first approach means you can work from anywhere in the United States while staying connected through:

• Weekly virtual team huddles and cross‑functional stand‑ups.
• Real‑time collaboration tools (Slack, Microsoft Teams, Confluence).
• Regular virtual social events, wellness challenges, and community outreach initiatives.
• A supportive environment that values work‑life balance, mental health, and overall well‑being.

Compensation & Benefits

We offer a competitive hourly rate of $28.00 – $37.50 per hour, commensurate with experience, qualifications, and geographic location. In addition to your base pay, you will have access to:

• Performance‑based bonus potential.
• Comprehensive medical, dental, and vision insurance plans.
• 401(k) retirement plan with a 3% company match.
• Paid time off (PTO) and flexible time off policies.
• Paid holidays and paid parental leave with a flexible return‑to‑work program.
• Employee Assistance Program (EAP) for mental health support.
• Discounts on popular cell phone plans, travel assistance, and education assistance programs.
• Optional annual subscription to the Headspace app and unlimited access to our online learning platform.
• Life and disability insurance coverage.
• Additional wellness perks, including gym memberships, wellness stipends, and more.

Equal Opportunity Statement

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants. We prohibit discrimination and harassment of any type, regardless of race, color, religion, age, sex, national origin, disability status, genetics, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

How to Apply

Ready to bring your expertise to a company that values purpose, innovation, and people? Submit your application through our careers portal or click the link below to explore this opportunity further.

Apply to Senior Customer Support Analyst – Remote – brighthush

Closing Statement

At brighthush, you will not only solve complex technical challenges but also shape the future of healthcare technology. Join us in our mission to empower health plans, providers, and patients with the tools they need to succeed. If you are passionate about delivering exceptional customer service, thrive in a collaborative environment, and are eager to grow with a forward‑thinking organization, we encourage you to apply today.