Senior Remote Customer Experience Specialist – Global Medical Technology Support, Billing & Dispute Resolution, Process Improvement Champion – Drive Healthcare Outcomes at brighthush

About brighthush

brighthush is a trailblazer in the medical technology arena, redefining how healthcare is delivered across continents. With a distributed workforce of more than 65,000 professionals, we are at the forefront of medical discovery, diagnostics, and patient care solutions. Our mission is simple yet profound: to elevate health outcomes by providing cutting‑edge products and services that empower clinicians, patients, and healthcare systems alike. As a remote‑first organization, we harness technology to connect our teams, customers, and partners, ensuring every interaction is seamless, efficient, and impactful. Whether you’re a seasoned veteran or an emerging talent, brighthush offers a platform where your expertise can shape the future of medicine.

Why Join brighthush?

At brighthush, we cultivate a culture that celebrates authenticity, curiosity, and collaboration. Every voice matters, and we empower our associates to bring their whole selves to work. Our inclusive, growth‑centered environment nurtures talent through a blend of learning, advancement, recognition, and well‑being initiatives that set us apart in the industry.

• Continuous Learning: A vast library of courses, certifications, and mentorship programs keeps you ahead of industry trends and equips you with the skills to thrive in a fast‑evolving field.
• Career Advancement: Clear promotion pathways, cross‑functional projects, and global mobility opportunities help you grow into roles that match your ambition.
• Recognition & Rewards: Our Total Rewards program blends competitive pay, performance bonuses, and employee recognition initiatives to celebrate your contributions.
• Work‑Life Balance: Flexible remote schedules, generous paid time off, and wellness resources support your personal and professional well‑being.
• Health & Wellness: Comprehensive medical, dental, and vision coverage, plus the brighthush Healthy Lives Program and Employee Assistance Programs, keep you and your family healthy.

Role Overview

As a Senior Remote Customer Experience Specialist, you will be the frontline advocate for our customers, ensuring they receive timely, accurate, and compassionate support. You will collaborate closely with Sales, Medical Billing, and Product teams to resolve inquiries, process returns, and manage billing disputes. Your role is pivotal in maintaining customer satisfaction, driving loyalty, and contributing to the overall success of brighthush’s global operations.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat, providing clear information on order status, product details, and technical specifications.
• Process returns and exchanges in accordance with company policies, ensuring accuracy and compliance.
• Partner with the Medical Billing department to investigate and resolve disputed charges, coordinating documentation and communication with customers.
• Collect and report service failures or customer concerns to Customer Service Management, contributing to continuous improvement initiatives.
• Collaborate with Sales Representatives to align on customer expectations, upsell opportunities, and service level agreements.
• Maintain up‑to‑date knowledge of medical supply publications, technical procedures, and training tools to provide expert guidance.
• Utilize CRM systems (e.g., brighthush CRM, brighthush Support Platform) to log interactions, track issues, and follow up on open tickets.
• Calculate discounts, commissions, and other financial figures accurately, ensuring transparent billing for customers.
• Participate in evening shifts, weekends, or overtime as needed to meet service demands and support global time zones.
• Contribute to process improvement projects, sharing insights and best practices that enhance customer experience.

Essential Qualifications

• Minimum of 1 year of experience in the medical industry, call center, or customer service environment.
• Strong analytical skills: ability to read, interpret, and apply medical supply publications and technical documentation.
• Proficiency in brighthush Office Suite (Word, Excel, Outlook, PowerPoint) and familiarity with CRM platforms.
• Excellent verbal and written communication skills, with a keen ability to explain complex information clearly.
• Strong problem‑solving aptitude, capable of navigating multiple variables and delivering practical solutions.
• High school diploma or GED; additional certifications in customer service or medical terminology are a plus.
• Flexibility to work non‑standard hours, including evenings, weekends, and occasional overtime.

Preferred Qualifications

• Experience with medical billing processes and dispute resolution.
• Knowledge of HIPAA regulations and data privacy best practices.
• Previous exposure to medical device or diagnostic equipment support.
• Fluency in additional languages (Spanish, French, Mandarin, etc.) to serve a global customer base.
• Demonstrated ability to thrive in a fast‑paced, remote work environment.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Communication: Clear, concise, and empathetic communication across multiple channels.
• Analytical Thinking: Ability to dissect complex issues and develop actionable solutions.
• Attention to Detail: Precision in data entry, billing calculations, and documentation.
• Time Management: Efficiently juggle multiple tasks while meeting deadlines.
• Team Collaboration: Willingness to work cross‑functionally with Sales, Billing, and Product teams.
• Adaptability: Comfortable with evolving processes, technologies, and customer needs.
• Resilience: Ability to handle challenging situations with composure and professionalism.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. We offer a comprehensive suite of resources and pathways designed to help you grow, learn, and lead.

• Structured onboarding programs that immerse you in our products, culture, and processes.
• Mentorship from seasoned leaders who guide you through skill enhancement and career planning.
• Access to internal and external training resources, including certifications in customer service, medical terminology, and data analytics.
• Opportunities to lead or participate in cross‑functional projects that broaden your skill set.
• Clear promotion tracks that reward performance, initiative, and leadership potential.

Work Environment & Culture at brighthush

Our remote‑first model empowers you to work from anywhere while staying connected to a vibrant, global community. You’ll enjoy:

• State‑of‑the‑art collaboration tools (Slack, Teams, Zoom) that keep teams aligned.
• Regular virtual town halls, team‑building events, and knowledge‑sharing sessions.
• A culture that values work‑life integration, encouraging you to balance professional commitments with personal passions.
• Inclusive policies that celebrate diversity, equity, and belonging across all levels.
• Recognition programs that celebrate achievements, milestones, and contributions.

Compensation, Perks & Benefits

While specific salary ranges are tailored to experience and role responsibilities, brighthush offers a competitive base pay that aligns with industry standards for remote customer experience specialists in the medical technology sector. In addition to base compensation, you will receive:

• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Comprehensive health, dental, and vision insurance plans for you and your dependents.
• Flexible paid time off policy, including vacation, sick leave, and personal days.
• Wellness stipend to support fitness, mental health, and overall well‑being.
• Professional development budget to fund courses, certifications, and conferences.
• Employee Assistance Program (EAP) for confidential counseling and support services.
• Access to the brighthush Healthy Lives Program, offering nutrition guidance, fitness challenges, and health screenings.

How to Apply

Ready to make a difference in global healthcare? Submit your application through our careers portal by clicking the link below. Please include a resume that highlights your customer service experience, any medical billing or technical support background, and a brief cover letter explaining why you’re excited to join brighthush.

Apply for this job

We look forward to discovering how your passion for customer experience and your expertise in medical technology can help us continue to elevate healthcare outcomes worldwide. Join brighthush and become part of a team that values innovation, collaboration, and the relentless pursuit of excellence.