Senior Healthcare Customer Experience Specialist – Remote Multi‑Channel Support, Patient Advocacy & Care Coordination – Champion Patient Satisfaction & Operational Excellence on brighthush's Global Digital Health Platform

Welcome to brighthush – Where Technology Meets Compassion

At brighthush, we are redefining the future of healthcare by blending cutting‑edge digital solutions with heartfelt patient care. With a presence in more than 70 countries and a vibrant community of over 500,000 multilingual professionals, we empower leading health brands to streamline operations, elevate patient experience, and accelerate sustainable growth. Our mission is simple yet powerful: transform complexity into clarity, enabling people and organizations to thrive in an ever‑evolving world.

Why brighthush is the Place to Grow Your Career

• Paid Training & Continuous Learning: Every new hire embarks on a comprehensive onboarding journey, followed by ongoing skill‑development programs that keep you ahead in a fast‑moving industry.
• Competitive Compensation: We offer market‑competitive wages, performance bonuses, and a transparent pay structure that rewards excellence.
• Full Benefits Package: From medical, dental, and vision coverage to 401(k) matching and beyond, we care about your health and future.
• Paid Time Off & Flexible Work: Enjoy generous PTO, holiday schedules, and the freedom to work from a clean, quiet home office.
• Wellness & Engagement: Access to employee wellness programs, mental health resources, and community‑building initiatives keeps you energized and connected.
• Career Growth: brighthush has a proven track record of promoting from within—our Chief Client Officer began as a frontline agent and rose to the pinnacle of the organization.
• Diversity & Inclusion: We celebrate differences, foster belonging, and create an environment where every voice is heard.

Industry Landscape

The healthcare sector is undergoing a seismic shift. Telehealth adoption is soaring, AI‑driven diagnostics are becoming mainstream, and patient expectations for seamless, personalized care are higher than ever. In this environment, the role of a customer service representative transcends traditional support—it becomes a strategic touchpoint that can influence patient loyalty, operational efficiency, and brand reputation.

At brighthush, we are at the forefront of this transformation, leveraging data analytics, omnichannel communication, and advanced automation to deliver seamless experiences. As a member of our team, you will be part of a movement that redefines how care is accessed and delivered.

Role Overview

As a Senior Healthcare Customer Experience Specialist at brighthush, you will serve as the frontline advocate for patients, providers, and partners. You’ll handle inquiries across phone, email, chat, and social media, delivering timely, accurate, and empathetic solutions. Your work will directly impact patient satisfaction, operational efficiency, and the overall success of our healthcare partners.

Key Responsibilities

• Respond to patient and provider inquiries via phone, email, chat, and social media, ensuring a consistent, high‑quality experience.
• Diagnose and resolve issues ranging from billing questions to appointment scheduling, using a blend of product knowledge and critical thinking.
• De‑escalate tense or frustrated interactions with calm, professional communication.
• Escalate complex cases to the appropriate specialist or supervisor, following established protocols.
• Process payments, refunds, and other financial transactions securely and accurately.
• Maintain detailed, real‑time logs of all interactions for audit, reporting, and continuous improvement.
• Provide constructive feedback on recurring issues, contributing to product and process enhancements.
• Identify upsell or cross‑sell opportunities that align with patient needs and company goals.
• Collaborate with cross‑functional teams—operations, billing, technical support—to resolve multi‑departmental issues.
• Adhere to compliance standards, data privacy regulations, and company policies at all times.
• Participate in continuous improvement initiatives, including process mapping, root cause analysis, and quality audits.
• Support the implementation of new technologies and tools, providing user feedback and training to peers.
• Maintain a high level of product knowledge through ongoing training and self‑study.
• Act as a patient advocate, ensuring that every interaction reflects the highest standards of empathy and professionalism.
• Track and report on key performance indicators (KPIs) such as average handle time, first‑contact resolution, and CSAT scores.
• Contribute to the development of knowledge base articles and FAQs to empower self‑service.

Essential Qualifications

• Minimum 6 months of customer service experience in a healthcare or related environment.
• High school diploma or GED; additional certifications in healthcare administration or customer service are a plus.
• Proficient typing speed of 25 words per minute or higher.
• Strong oral and written communication skills, with the ability to convey complex information clearly.
• Logical, analytical problem‑solving abilities and a keen attention to detail.
• Comfortable navigating brighthush operating systems and standard office software (word processing, spreadsheet, email).
• Excellent organizational skills and the ability to prioritize tasks in a fast‑paced environment.
• Valid U.S. driver’s license and reliable transportation (if required for occasional in‑person meetings).
• Over 18 years of age and legally eligible to work in the United States.
• Basic understanding of healthcare terminology and billing processes.

Preferred Qualifications

• Experience with CRM platforms (brighthush CRM, brighthush support platform) and call‑center software.
• Knowledge of HIPAA regulations and healthcare billing terminology.
• Multilingual proficiency—especially Spanish, French, or Mandarin—enhances patient outreach.
• Previous remote work experience with a proven track record of self‑management and discipline.
• Demonstrated ability to meet or exceed performance metrics (e.g., CSAT, first‑contact resolution).
• Experience in a high‑volume, multi‑channel support environment.
• Familiarity with telehealth platforms and virtual care workflows.

Skills & Competencies

• Customer‑Centric Mindset: Passion for helping people and a genuine desire to improve patient outcomes.
• Adaptability: Thrive in a dynamic environment with evolving processes and technologies.
• Team Collaboration: Work effectively with remote teammates, managers, and cross‑functional partners.
• Technical Proficiency: Comfortable learning new software, troubleshooting basic tech issues, and using data dashboards.
• Resilience: Maintain composure under pressure, handle high call volumes, and manage emotional labor.
• Continuous Improvement: Seek feedback, propose solutions, and contribute to process optimization.
• Time Management: Prioritize tasks, meet deadlines, and balance multiple concurrent responsibilities.
• Communication: Articulate, empathetic, and concise across all channels.

Remote Work & Eligibility

brighthush offers remote work opportunities for qualified candidates located in the following states: AL, AR, AZ, CT, DE, FL, GA, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NJ, NM, NV, NY, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, VT, WI, WV, WY. All remote positions require a reliable internet connection (minimum 12 Mbps download, 3 Mbps upload, ping

Compensation & Benefits

While the exact salary will depend on experience and location, brighthush offers a competitive base pay that aligns with industry standards for remote healthcare customer service roles. In addition to base compensation, you will be eligible for performance‑based bonuses, a comprehensive benefits package—including medical, dental, vision, and mental health coverage—, a 401(k) plan with company match, and generous paid time off. We also provide a stipend for home‑office equipment and a flexible schedule that supports work‑life balance.

Career Growth & Development

At brighthush, your career path is defined by your ambition, performance, and the impact you create. Starting as a Customer Experience Specialist, you can progress to:

• Senior Customer Advocate – leading complex cases and mentoring new hires.
• Team Lead – managing a small team, setting goals, and driving quality metrics.
• Operations Manager – overseeing multiple teams, shaping strategy, and influencing company direction.
• Director of Customer Experience – steering the overall customer journey across all channels.

We invest in your growth through mentorship programs, leadership training, and access to industry conferences. Every employee has a clear career roadmap, and internal promotions are the norm, not the exception.

Work Environment & Culture

brighthush is built on a foundation of trust, transparency, and collaboration. Our remote teams operate with autonomy, supported by robust communication tools, weekly check‑ins, and a culture that values continuous feedback. We celebrate achievements, encourage innovation, and prioritize employee well‑being. Our community events—virtual coffee chats, wellness challenges, and skill‑sharing sessions—ensure that even in a remote setting, you feel connected and supported.

How to Apply

If you are passionate about making a difference in patient care, thrive in a fast‑paced, technology‑driven environment, and are ready to bring your expertise to a global digital health leader, we want to hear from you. Click the link below to submit your application and join the brighthush team.