Senior Customer Support Specialist – Release of Information & CPC Processing Expert – Remote Healthcare Data & Privacy Champion – Data Governance & HIPAA Compliance – brighthush

Introduction

Welcome to brighthush, the industry’s leading catalyst for secure, compliant, and actionable healthcare data. In a world where patient information fuels research breakthroughs, personalized care, and public health decisions, brighthush is redefining how that data is accessed, protected, and shared. Our remote‑first organization empowers hospitals, health plans, research institutions, and life‑science innovators to unlock the full potential of their data while safeguarding patient privacy and meeting the most stringent regulatory standards.

We are a distributed team of passionate professionals who thrive on collaboration, continuous learning, and a shared commitment to transformative change. If you are driven by a desire to protect sensitive information, deliver world‑class customer service, and shape the future of healthcare data, this role offers you a unique opportunity to make a tangible impact on patient trust and the evolution of medicine.

Your Role

As a Senior Customer Support Specialist – Release of Information & CPC Processing Expert, you will be the frontline guardian of our clients’ data requests. You will ensure that every patient or stakeholder’s request for medical records is handled accurately, efficiently, and with the utmost professionalism. Your work will directly influence patient trust, regulatory compliance, and the overall success of our data‑driven initiatives. You will operate in a fast‑paced, high‑visibility environment where precision, empathy, and technical acumen converge to deliver world‑class service.

Key Responsibilities

• Manage inbound and outbound communications related to Release of Information (ROI) requests via phone, email, and written correspondence, ensuring a seamless experience for patients and partners.
• Provide clear, concise, and accurate responses to ROI inquiries, consistently meeting or exceeding response time targets and compliance standards.
• Document every interaction in detail within our proprietary software systems, maintaining a high level of data integrity and audit readiness.
• Adhere to all department and site‑specific processes, ensuring consistent quality, productivity, and adherence to internal policies.
• Maintain strict confidentiality of all sensitive information, upholding the highest standards of data privacy and regulatory compliance.
• Collaborate with cross‑functional teams—Compliance, Legal, Technical Support, and Product—to resolve complex ROI issues and streamline workflow.
• Participate in mandatory training sessions, in‑service meetings, and continuous improvement initiatives to stay current on industry best practices.
• Maintain an acceptable attendance record and report to work as scheduled (Mon‑Fri, 7:30 AM–5:30 PM EST).
• Perform additional duties as assigned, contributing to the overall success of the support team and the broader organization.

Essential Qualifications

• High school diploma or equivalent from an accredited institution recognized by the State Department of Education.
• Demonstrated ability to communicate in a friendly, professional manner with diverse stakeholders, including patients, clinicians, and business partners.
• Experience operating a multi‑line phone system and proficiency with MS‑Office (intermediate to advanced level).
• Strong organizational skills and meticulous attention to detail, with a proven track record of managing multiple priorities simultaneously.
• Ability to remain calm, efficient, and accurate under pressure, while maintaining a high level of customer satisfaction.
• Pass an annual Introductory HIPAA examination and a 90‑day ROI Certification course (score ≥ 85%).
• Compliance with post‑offer health screening and vaccination requirements, with accommodations considered on a case‑by‑case basis.
• Reliable high‑speed internet connection and a distraction‑free work environment (remote work).

Preferred Qualifications

• Prior experience in data entry, medical records, health care, insurance claims processing, or document proofreading/editing.
• Familiarity with healthcare data standards (HL7, FHIR) and privacy regulations (HIPAA, GDPR).
• Experience working in a remote‑first, distributed team environment.
• Knowledge of customer relationship management (CRM) tools and ticketing systems.
• Demonstrated commitment to continuous learning and professional development.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building trust with patients and partners.
• Communication Excellence: Clear, concise, and empathetic verbal and written communication.
• Problem‑Solving: Ability to analyze complex ROI scenarios and devise effective solutions.
• Technical Proficiency: Comfortable navigating multiple software platforms and troubleshooting basic technical issues.
• Time Management: Prioritize tasks, meet deadlines, and maintain productivity in a fast‑paced environment.
• Team Collaboration: Work seamlessly with cross‑functional teams, sharing knowledge and supporting collective goals.
• Adaptability: Thrive in a dynamic, evolving industry and embrace change with a growth mindset.

Career Growth & Learning

At brighthush, we believe that your professional growth is as important as the impact you make. As a Senior Customer Support Specialist, you will have access to a wealth of learning resources, including:

• Structured onboarding and mentorship programs that pair you with experienced team members.
• Regular training sessions on emerging healthcare data standards, compliance updates, and new product features.
• Opportunities to cross‑train in adjacent roles—such as Compliance Analyst, Technical Support Engineer, or Product Manager—allowing you to broaden your skill set.
• Access to industry conferences, webinars, and certification programs at no cost to you.
• A clear career ladder that rewards performance, initiative, and leadership potential.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere while staying connected to a vibrant, collaborative team. We foster a culture of:

• Inclusivity: A diverse workforce where every voice is heard and valued.
• Transparency: Open communication from leadership to frontline staff.
• Innovation: Encouragement to experiment, iterate, and bring fresh ideas to the table.
• Work‑Life Balance: Flexible scheduling, generous time‑off policies, and support for mental and physical well‑being.
• Recognition: Regular shout‑outs, performance bonuses, and career advancement opportunities.

Compensation & Benefits

Our compensation philosophy is to be externally competitive, internally fair, and aligned with industry best practices. While the base hourly rate for this role ranges from $15.00 to $18.32 USD, your total compensation package includes:

• Health, dental, and vision insurance (with options for dependents).
• Flexible spending accounts (FSA) and health savings accounts (HSA).
• 401(k) retirement plan with company match.
• Paid time off (PTO) and paid holidays.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including virtual fitness classes and mental health resources.
• Annual performance bonuses and spot awards for exceptional contributions.

How to Apply

Ready to join a team that is shaping the future of healthcare data? Click the link below to submit your application and take the first step toward a rewarding career at brighthush.

Apply to This Job

We are an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or any other legally protected status. If you require a reasonable accommodation during the hiring process, please let us know.

Thank you for considering a career with brighthush. We look forward to exploring how your expertise and passion can help us continue to transform healthcare through secure, actionable data.