Senior Customer Support Specialist – Allergy Care & Telehealth – Remote – Champion Patient Outcomes, Drive Clinical Excellence, and Shape the Future of Allergy Management at brighthush

About brighthush

brighthush is a trailblazer in the allergy care landscape, seamlessly blending cutting‑edge science with compassionate, patient‑centered service. Since our founding, we have empowered more than 300,000 individuals to reclaim their lives from seasonal and perennial allergies, earning thousands of 5‑star reviews from both patients and providers. Our mission is simple yet ambitious: make high‑quality allergy care accessible, affordable, and personalized for every community. With a recent strategic acquisition by a visionary team of experts in allergy pharmacy, telemedicine, and technology, brighthush is accelerating growth, expanding our service footprint, and redefining the standard of care in the industry.

Why Join brighthush?

At brighthush, you’ll be part of a purpose‑driven organization that blends clinical excellence with innovative technology. Our remote‑first culture empowers you to work from anywhere while staying connected through weekly virtual huddles, cross‑departmental syncs, and open‑door communication with senior leadership. We celebrate diversity, foster inclusion, and recognize individual and team achievements through a robust recognition program. If you thrive in a fast‑moving environment, love solving complex problems, and want to make a tangible impact on patient outcomes, brighthush is the place for you.

Role Overview

As a Senior Customer Support Specialist at brighthush, you will serve as the frontline advocate for our physician partners and their patients. Your role blends relationship building, problem resolution, and cross‑functional collaboration to ensure seamless delivery of our allergy care solutions. Working remotely, you will:

• Build lasting relationships with providers and patients through proactive outreach.
• Resolve complex account and service issues with precision and empathy.
• Coordinate with Sales, Billing, Clinical Operations, and Product teams to drive customer success.
• Guide customers through best practices that enhance satisfaction and clinical outcomes.

Key Responsibilities

• Build and nurture customer relationships: Engage in frequent inbound and outbound calls, emails, and live chat to understand customer needs and provide timely, personalized support.
• Resolve tier‑one clinical and operational inquiries: Handle questions related to order fulfillment, invoice inquiries, payment allocation, claims or denials, and general service requests with professionalism and accuracy.
• Manage invoice payments and collections: Oversee timely invoice payments across an assigned portfolio of accounts, ensuring accurate allocation and follow‑up on overdue balances.
• Lead customer conference calls: Conduct and participate in conference calls to strengthen relationships, provide education on best practices, and achieve desired outcomes for both providers and patients.
• Educate customers on processes: Share process guidance and best practices to improve outcomes, retention, and account success, ensuring customers are empowered to use our solutions effectively.
• Collaborate across teams: Work closely with Sales, Billing, Clinical Operations, and Product teams to address customer concerns and see each issue through to resolution.
• Ensure compliance: Adhere to all applicable legal, regulatory, and company policy requirements, maintaining the highest standards of data privacy and security.
• Continuous improvement: Identify opportunities to streamline processes, enhance the customer experience, and contribute to product enhancements.
• Additional duties: Perform other tasks as assigned to support the overall success of the customer support function.

Essential Qualifications

• Education: Bachelor’s degree preferred; high school diploma with at least two years of experience in customer or patient support is acceptable.
• Healthcare experience: Minimum two years in patient scheduling or billing within a high‑volume healthcare office, clinical operations in an allergy center, or payer relations. Experience in two or more of these areas is strongly preferred.
• Customer service skills: Demonstrated ability to manage and resolve issues in a high‑touch customer service environment, both in person and by phone. Strong communication, presentation, problem‑solving, and multitasking skills are essential.
• Technology proficiency: Advanced knowledge of Microsoft Office (Excel, Word, Outlook) and Salesforce. Ability to type at least 30 words per minute and navigate database software efficiently.
• Performance orientation: Experience meeting or exceeding quotas and performance metrics in a customer‑centric role.

Preferred Qualifications

• Experience with telemedicine platforms and remote patient monitoring.
• Knowledge of healthcare regulations such as HIPAA, CMS, and payer guidelines.
• Familiarity with allergy testing protocols, immunotherapy protocols, and related billing codes.
• Prior experience in a SaaS or technology‑driven healthcare company.
• Multilingual capabilities to serve diverse patient populations.

Skills & Competencies

• Customer‑first mindset: Passion for delivering exceptional service and building trust with providers and patients.
• Analytical thinking: Ability to diagnose issues quickly, identify root causes, and propose effective solutions.
• Collaboration: Comfortable working with cross‑functional teams to achieve shared goals.
• Adaptability: Thrive in a fast‑changing environment with evolving processes and technologies.
• Time management: Prioritize tasks effectively to meet deadlines and maintain high service levels.
• Communication: Clear, concise, and professional written and verbal communication skills.

Career Growth & Learning Opportunities

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

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Continuous training on the latest allergy care protocols, billing practices, and technology tools.
• Opportunities to transition into specialized roles such as Clinical Support, Billing Analyst, or Product Implementation Specialist.
• Leadership development programs for high‑potential employees.
• Regular performance reviews and clear career pathways with transparent promotion criteria.

Work Environment & Company Culture

brighthush fosters a culture of innovation, collaboration, and patient‑centric care. Our remote‑first approach gives you the flexibility to work from anywhere while staying connected through:

• Weekly virtual team huddles and cross‑departmental syncs.
• Open‑door communication channels with senior leadership.
• Inclusive and diverse workplace that values every voice.
• Recognition programs that celebrate individual and team achievements.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for remote customer support roles in healthcare.
• Performance‑based bonuses tied to customer satisfaction and retention metrics.
• Comprehensive health, dental, and vision insurance plans.
• Flexible paid time off and holiday schedule.
• 401(k) retirement plan with company match.
• Professional development stipend and access to industry conferences.
• Employee wellness programs and mental health resources.

How to Apply

If you are passionate about improving patient outcomes, enjoy working in a dynamic healthcare environment, and thrive in a remote setting, we encourage you to apply. Submit your resume and a cover letter detailing your relevant experience and why you would be a great fit for brighthush.

Closing

Join brighthush and become part of a mission‑driven team that is redefining allergy care across the nation. Your expertise will help physicians deliver better care, patients receive timely treatment, and the entire healthcare ecosystem move forward. We look forward to welcoming you to our growing family.

brighthush is an equal opportunity employer. We value a diverse workforce and consider qualified applicants without regard to legally protected characteristics.