Senior Healthcare Customer Experience Training Lead – Global Remote BPO Instructional Design & Development Specialist – Driving Patient Support Excellence Through Innovative Learning Solutions

About brighthush

brighthush is a trailblazer in the healthcare customer experience arena. Operating entirely from a remote-first model, we partner with leading U.S. health programs to deliver patient‑centric support that is both compliant and data‑driven. Our mission is simple yet powerful: empower healthcare professionals worldwide by equipping them with the skills, knowledge, and confidence to deliver exceptional care through every customer interaction. We achieve this by blending cutting‑edge technology, rigorous training methodologies, and a culture that prizes continuous learning.

In an era where patient expectations are higher than ever, the quality of customer experience can be the difference between a satisfied patient and a disengaged one. brighthush is not just a training provider; we are a catalyst for change in the healthcare industry, driving measurable improvements in patient outcomes and provider satisfaction.

Why Join brighthush?

At brighthush, you’ll find a purpose‑driven environment that celebrates every voice. We invest heavily in continuous learning, offering access to industry‑leading training platforms, mentorship programs, and cross‑functional projects that broaden your skill set. Whether you’re a seasoned trainer or a passionate educator looking to make a real impact in healthcare, our remote environment gives you the freedom to thrive while contributing to meaningful outcomes for patients and providers alike.

Our culture is built on innovation, collaboration, and a relentless focus on learning and development. We value diversity, inclusivity, and the unique perspectives that each team member brings. As a remote‑first organization, we give our team members the flexibility to work from anywhere while maintaining the same high standards of performance and engagement.

Key Responsibilities

• Design & Deliver Impactful Training: Create engaging, structured learning experiences for new customer experience representatives, ensuring they grasp complex healthcare processes and compliance requirements.
• Facilitate Virtual Sessions: Lead live, interactive training sessions via Microsoft Teams, using a mix of presentations, role‑plays, and real‑time Q&A to keep learners engaged.
• Adapt to Diverse Learning Styles: Employ a variety of instructional techniques—visual aids, storytelling, hands‑on simulations—to accommodate auditory, visual, and kinesthetic learners.
• Assess Knowledge & Identify Gaps: Conduct knowledge checks, quizzes, and practical exercises to gauge understanding, then analyze results to pinpoint areas needing reinforcement.
• Provide Constructive Coaching: Offer personalized feedback, celebrate successes, and guide learners through challenges, fostering a growth mindset.
• Collaborate with Leadership: Work closely with Team Leads, Quality Assurance, and Operations to align training content with evolving processes, system updates, and regulatory changes.
• Maintain Training Records: Keep meticulous documentation of attendance, assessment scores, and learner progress, ensuring compliance with internal and external audit requirements.
• Support Transition to Production: Mentor new hires through the final stages of training, preparing them for seamless integration into live customer support roles.
• Continuous Improvement: Gather feedback from participants and stakeholders, then refine curricula, materials, and delivery methods to enhance learning outcomes.

Essential Qualifications

• Minimum of 1 year of remote training experience in a BPO or contact center environment.
• Proven track record delivering training to customer service or healthcare support teams.
• Fluency in both English and Spanish—excellent written and verbal communication skills in both languages.
• Strong presentation and facilitation skills, with confidence in virtual settings.
• Tech‑savvy: comfortable navigating learning management systems, video conferencing tools, and new platforms.
• Exceptional organizational skills, attention to detail, and the ability to manage multiple training cohorts simultaneously.
• Patient, approachable demeanor, with a genuine passion for coaching diverse learners.
• Team‑player mentality, able to collaborate across departments and time zones.
• Availability to work U.S. business hours (9 a.m.–5 p.m. EST) and start immediately.
• Reliable computer, high‑speed internet, wired headset, dual monitors, and a quiet, dedicated workspace.
• Comfortable working as an independent contractor.

Preferred Qualifications

• Experience in the healthcare or medical customer experience sector.
• Knowledge of HIPAA regulations and other healthcare compliance standards.
• Prior exposure to learning management systems (e.g., Moodle, Cornerstone, TalentLMS).
• Certification in Instructional Design, Adult Learning, or related fields.
• Experience with data analytics tools to track training effectiveness.
• Background in coaching or mentoring within a high‑volume contact center.

Skills & Competencies

• Instructional Design: Ability to translate complex processes into clear, learner‑centered modules.
• Communication: Articulate ideas concisely in both English and Spanish, tailoring tone to audience.
• Technology Proficiency: Mastery of Microsoft Teams, Office 365, Zoom, and other virtual training tools.
• Analytical Thinking: Use data to assess training impact and drive continuous improvement.
• Adaptability: Quickly adjust content and delivery in response to changing business needs.
• Empathy & Coaching: Build trust with learners, provide constructive feedback, and foster confidence.
• Time Management: Prioritize tasks, meet deadlines, and manage multiple cohorts efficiently.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. As a Training Specialist, you’ll have the chance to:

• Advance to Senior Trainer or Training Manager roles, overseeing larger teams and more complex curricula.
• Lead cross‑functional projects, such as developing new compliance modules or integrating AI‑driven training tools.
• Participate in global learning initiatives, collaborating with peers across continents.
• Earn certifications in Instructional Design, Project Management, or Healthcare Compliance.
• Attend industry conferences, webinars, and workshops—many of which are covered by the company.

Work Environment & Culture at brighthush

Our remote culture is defined by:

• Flexibility: Work from anywhere in Mexico while aligning with U.S. business hours.
• Inclusivity: A diverse team that celebrates different backgrounds, languages, and perspectives.
• Collaboration: Regular virtual huddles, knowledge‑sharing sessions, and open channels for feedback.
• Recognition: Monthly shout‑outs for outstanding performance and peer‑to‑peer recognition programs.
• Well‑being: Access to mental health resources, wellness challenges, and a supportive HR team.

Compensation & Benefits

As an independent contractor, you’ll receive:

• Hourly Rate: $6.50 USD per hour, paid weekly in arrears.
• Paid Training: Comprehensive onboarding and ongoing professional development at no cost to you.
• Equipment Support: While you provide your own hardware, we offer a stipend for essential upgrades (e.g., dual monitors, high‑speed internet).
• Health & Wellness: Access to virtual wellness programs and resources.
• Flexible Schedule: Work during U.S. business hours from the comfort of your home.

Technical Requirements (Essential)

• Windows 11 PC (Mac not supported)
• 16 GB RAM
• Dual monitors
• Webcam and wired USB headset
• Intel i5 processor or higher
• Fiber‑optic internet with a wired Ethernet connection
• Backup power solution (UPS)
• Microsoft Teams / Office 365 suite

Applications that do not meet these minimum technical specifications may not proceed in the hiring process.

Hiring Process

We believe in a fair, transparent, and efficient selection journey. All candidates will progress through the following stages:

1. English Resume Review
2. Pre‑Screen Questionnaire
3. One‑Way Video Interview
4. Live Interview with the Training Lead
5. Background Check

Each step is designed to assess your fit, skills, and cultural alignment with brighthush.

Important Information

• This is an English‑speaking role requiring strong written and verbal English communication skills.
• Resumes must be submitted in English.
• Only Mexican nationals currently residing in Mexico are eligible to apply.
• Applicants must be comfortable working U.S. business hours and as an independent contractor.

Ready to Make a Difference?

If you’re passionate about empowering healthcare professionals, thrive in a remote setting, and have a proven record of delivering high‑impact training, we want to hear from you. Join brighthush and help shape the future of patient support across the globe.

Apply Now – take the first step toward an exciting career where your expertise directly improves patient experiences worldwide.