Senior Healthcare Customer Experience Champion – Remote – Expert in Patient Advocacy, Care Coordination, and Satisfaction Excellence at brighthush

About brighthush

brighthush is a trailblazer at the intersection of technology and compassionate care. We empower hospitals, health plans, and community clinics to streamline operations, elevate patient experiences, and drive measurable outcomes—all while speaking the language of care in more than 300 languages worldwide. Our mission is simple yet profound: to make every patient interaction a moment of clarity, support, and empowerment. By marrying cutting‑edge digital tools with a deeply human‑centric philosophy, we help our partners transform the way care is delivered, ensuring that patients feel heard, supported, and truly cared for at every step of their journey.

Why brighthush?

At brighthush, you’ll join a vibrant, global community of innovators who are passionate about redefining patient care. We champion a culture of curiosity, collaboration, and continuous learning. Our remote‑first environment means you can work from anywhere while staying connected to a dynamic team that values flexibility, autonomy, and work‑life balance. We celebrate diversity, foster inclusion, and provide the tools and resources you need to thrive both personally and professionally. Whether you’re a seasoned healthcare professional or a rising star in customer experience, brighthush offers a platform where your expertise can shine and your career can accelerate.

Role Overview

As a Senior Healthcare Customer Experience Champion, you will be the frontline advocate for our clients’ patients. You will champion patient support, coordinate care, and ensure satisfaction across the entire patient journey. Your expertise will help shape the future of patient experience, driving adoption of our platform and delivering measurable impact for our partners. You will serve as a bridge between patients, clinical teams, and our product engineering squad, translating real‑world challenges into actionable insights that improve the platform and the care experience.

Key Responsibilities

• Patient Advocacy & Support: Serve as the primary point of contact for patients, addressing inquiries, resolving issues, and ensuring a seamless experience across all touchpoints. Use empathy and active listening to understand patient needs and provide timely, accurate information.
• Care Coordination: Collaborate with clinical teams, case managers, and external agencies to orchestrate comprehensive care plans, ensuring timely follow‑ups and resource allocation. Your coordination will reduce gaps in care and improve patient outcomes.
• Data Accuracy & Documentation: Maintain meticulous records in our CRM and EHR systems, ensuring data integrity and compliance with HIPAA, GDPR, and other regulatory standards. Your documentation will support quality reporting and continuous improvement.
• Process Improvement: Identify bottlenecks in patient workflows, propose solutions, and work cross‑functionally to implement best practices. Your analytical mindset will help us refine processes and increase efficiency.
• Training & Mentorship: Coach junior representatives, share knowledge, and contribute to the development of training materials and knowledge bases. Your mentorship will elevate the entire team’s performance.
• Performance Metrics: Track and analyze key performance indicators (KPIs) such as response time, resolution rate, and patient satisfaction scores, and report findings to leadership. Your data‑driven insights will guide strategic decisions.
• Multilingual Support: Leverage our multilingual capabilities to serve patients in over 300 languages, ensuring accessibility and inclusivity. Your language skills will break down barriers and enhance patient trust.
• Technology Adoption: Champion the use of our digital tools, providing feedback to product teams and helping clients maximize platform value. Your tech fluency will accelerate adoption and improve user experience.

Essential Qualifications

• Minimum of 5 years’ experience in healthcare customer service, patient support, or care coordination.
• Deep understanding of healthcare workflows, terminology, and regulatory requirements (HIPAA, GDPR).
• Proficiency with CRM systems (e.g., brighthush, brighthush) and electronic health record (EHR) platforms.
• Exceptional communication skills—both written and verbal—across diverse audiences.
• Strong problem‑solving abilities and a proactive, solution‑oriented mindset.
• Experience working in a remote or distributed team environment.
• High emotional intelligence and empathy, with the ability to handle sensitive patient situations.

Preferred Qualifications

• Background in a clinical setting (e.g., nursing, medical assisting, or health administration).
• Experience with multilingual support or a proven track record of serving diverse populations.
• Knowledge of telehealth platforms and virtual care delivery models.
• Project management experience, including process mapping and workflow optimization.
• Certifications in customer service excellence or healthcare quality improvement.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding patient experiences and a genuine desire to make a difference.
• Technical Proficiency: Comfortable navigating multiple digital tools and learning new systems quickly.
• Analytical Thinking: Ability to interpret data, identify trends, and recommend actionable insights.
• Collaboration & Teamwork: Proven ability to work cross‑functionally with clinical, technical, and business teams.
• Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.
• Leadership Potential: Demonstrated capacity to mentor others and lead initiatives.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and unlocking potential. As a Senior Representative, you will:

• Progress into leadership roles such as Team Lead, Customer Success Manager, or Product Specialist.
• Participate in continuous learning programs, including certifications in healthcare informatics, customer experience, and project management.
• Attend industry conferences, webinars, and workshops—many of which are sponsored by brighthush.
• Contribute to product development roadmaps, influencing the next generation of patient‑centric tools.
• Receive mentorship from senior leaders and peers across the organization.

Work Environment & Company Culture

brighthush is a remote‑first organization that values flexibility, autonomy, and work‑life balance. Our culture is built on:

• Inclusivity: A diverse workforce that reflects the communities we serve.
• Collaboration: Regular virtual town halls, cross‑functional projects, and open communication channels.
• Innovation: A sandbox mentality that encourages experimentation and rapid iteration.
• Well‑Being: Comprehensive health plans, mental health resources, and wellness stipends.
• Recognition: Quarterly awards, shout‑outs, and a transparent performance review process.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to individual and team metrics.
• Health, dental, and vision insurance for employees and dependents.
• 401(k) matching and retirement planning resources.
• Generous paid time off (PTO), sick leave, and parental leave policies.
• Remote work stipend to support home office setup.
• Professional development budget for courses, certifications, and conferences.

How to Apply

If you are passionate about transforming patient experiences, thrive in a dynamic remote environment, and want to make a tangible impact on healthcare delivery, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal candidate for this role.

Ready to join the brighthush team? and help us shape the future of patient care.