Senior Healthcare Customer Service Representative – Remote – Champion of Patient Support, Care Coordination, and Satisfaction Excellence at brighthush

About brighthush

brighthush is a trailblazer in the digital health arena, blending state‑of‑the‑art technology with a deeply human‑centric approach. Our mission is to 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. We envision a future where technology and humanity intersect to deliver tangible value to clients, communities, and employees alike.

Why Join brighthush?

At brighthush, every team member is a catalyst for change. 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 vibrant, global community of innovators. We celebrate diversity, foster inclusion, and provide the tools and resources you need to thrive both personally and professionally.

Role Overview

As a Senior Healthcare Customer Service Representative, 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.

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.
• Care Coordination: Collaborate with clinical teams, case managers, and external agencies to orchestrate comprehensive care plans, ensuring timely follow‑ups and resource allocation.
• Data Accuracy & Documentation: Maintain meticulous records in our CRM and EHR systems, ensuring data integrity and compliance with HIPAA and other regulatory standards.
• Process Improvement: Identify bottlenecks in patient workflows, propose solutions, and work cross‑functionally to implement best practices.
• Training & Mentorship: Coach junior representatives, share knowledge, and contribute to the development of training materials and knowledge bases.
• Performance Metrics: Track and analyze key performance indicators (KPIs) such as response time, resolution rate, and patient satisfaction scores, and report findings to leadership.
• Multilingual Support: Leverage our multilingual capabilities to serve patients in over 300 languages, ensuring accessibility and inclusivity.
• Technology Adoption: Champion the use of our digital tools, providing feedback to product teams and helping clients maximize platform value.

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., Salesforce, Zendesk) 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.
• 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.