Senior Remote Customer Experience Specialist – Lead Patient & Provider Support Champion for Digital Health Innovation at brighthush – Empowering Heart Health Through Wearable Biosensors and Cloud Analytics

Welcome to brighthush – Where Innovation Meets Compassion

At brighthush, we are on a relentless mission to transform the way people experience heart health. Since our founding in 2014, we have fused cutting‑edge wearable biosensors with cloud‑based analytics to deliver real‑time insights that empower patients, clinicians, and payers alike. Our guiding mantra is simple yet powerful: “Better data, better care, brighter futures.” We believe that exceptional patient care begins with a workplace where every team member feels valued, challenged, and inspired to innovate. That’s why brighthush proudly holds the Great Place To Work® Certified™ designation and is committed to fostering an inclusive, collaborative, and growth‑oriented culture.

Position Overview – Your Role as the Heartbeat of Our Customer Experience

We are seeking a dynamic, customer‑centric professional to join our Remote Customer Experience Specialist team. In this pivotal role, you will serve as the primary point of contact for patients and medical providers across the United States, ensuring that every interaction reflects the highest standards of empathy, accuracy, and efficiency. Your work will directly influence patient satisfaction, provider engagement, and the overall success of our mission to improve cardiac health worldwide.

Why This Role Matters

Every call, email, or text you handle is a touchpoint that can transform a patient’s journey. By delivering timely, accurate, and compassionate support, you help patients stay on track with their treatment plans, reduce anxiety, and ultimately improve health outcomes. For providers, your expertise ensures smooth integration of our technology into their workflows, fostering trust and long‑term partnership.

Key Responsibilities

• Multi‑Channel Support: Respond to patient and provider inquiries via phone, email, and text in a timely, courteous, and professional manner.
• Product & Service Expertise: Deliver clear, accurate information about our wearable biosensors, data dashboards, and subscription services.
• Issue Resolution: Diagnose and resolve concerns efficiently, escalating complex issues to the appropriate internal teams while maintaining a calm, solution‑oriented demeanor.
• Data Integrity: Update and maintain patient records in our secure CRM system with meticulous attention to detail, ensuring compliance with HIPAA and other regulatory standards.
• Cross‑Functional Collaboration: Partner with Engineering, Product, and Clinical teams to relay user feedback, troubleshoot product issues, and contribute to continuous improvement initiatives.
• Process Improvement: Identify recurring pain points, propose actionable solutions, and participate in the development of best‑practice guidelines.
• Performance Metrics: Meet or exceed key performance indicators such as response time, resolution rate, and customer satisfaction scores.
• Continuous Learning: Engage in ongoing training sessions, product updates, and industry research to stay ahead of emerging trends in remote cardiac monitoring.
• Additional Duties: Assist with special projects, data analysis, and event coordination as needed.

Essential Qualifications

• High school diploma or equivalent (Bachelor’s degree preferred).
• Minimum of 2 years of customer service experience, ideally in a healthcare or technology environment.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and familiarity with CRM platforms.
• Exceptional verbal and written communication skills in English.
• Strong problem‑solving abilities and an acute attention to detail.
• Capacity to manage multiple tasks simultaneously in a fast‑paced, remote setting.
• Professional demeanor when handling sensitive or confidential information.

Preferred Qualifications

• Bilingual fluency in Spanish and English (or another language) is highly desirable.
• Experience with remote work tools such as Zoom, Slack, and Asana.
• Knowledge of HIPAA regulations and data privacy best practices.
• Background in healthcare, medical devices, or digital health solutions.
• Prior exposure to wearable technology or patient monitoring systems.

Core Competencies

• Customer Service Excellence: Demonstrates responsiveness, empathy, and a relentless commitment to customer satisfaction.
• Team Collaboration: Works effectively with cross‑functional teams, fostering a positive and productive environment.
• Professionalism: Maintains composure under pressure, communicates with respect, and upholds company values.
• Quality Focus: Ensures accuracy in all tasks and continuously seeks opportunities for process improvement.

Skills & Competencies

• Advanced communication and active listening skills.
• Strong analytical and troubleshooting capabilities.
• Adaptability to evolving technologies and workflows.
• Time‑management and organizational proficiency.
• Empathy and cultural sensitivity when interacting with diverse patient populations.
• Self‑motivation and a proactive approach to learning.

Career Growth & Development

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Remote Customer Experience Specialist, you will have the opportunity to:

• Progress into senior support roles, such as Lead Customer Success Manager or Customer Experience Strategist.
• Transition into product or engineering teams, leveraging your frontline insights to shape future innovations.
• Participate in leadership development programs, mentorship initiatives, and cross‑departmental projects.
• Earn certifications in healthcare compliance, customer experience, or data analytics through our partnered learning platforms.
• Attend industry conferences and workshops to stay at the forefront of digital health trends.

Work Environment & Culture

Our remote‑first culture empowers you to work from anywhere in the United States while staying connected with a vibrant, global team. You’ll enjoy:

• Flexible scheduling that accommodates your personal commitments.
• Regular virtual team huddles, knowledge‑sharing sessions, and social events.
• A supportive, inclusive environment that celebrates diversity and encourages open dialogue.
• Access to state‑of‑the‑art tools and resources that enable you to deliver exceptional service.
• Monthly wellness challenges, mindfulness sessions, and a dedicated mental‑health stipend.
• Annual company retreats and community service days to strengthen bonds and give back.

Compensation & Benefits

While specific salary ranges are tailored to experience and qualifications, brighthush offers a competitive compensation package that includes:

• Health, dental, and vision insurance plans with generous coverage options.
• 401(k) retirement plan with company match.
• Life and disability insurance.
• Paid time off, holidays, and flexible sick leave.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including virtual fitness classes and mental health resources.
• Annual performance bonuses and recognition awards.
• Equity participation opportunities for high‑performing team members.

How to Apply

If you are passionate about delivering world‑class customer support, thrive in a fast‑moving tech environment, and want to make a tangible impact on patient health, we encourage you to apply today. Join brighthush and help us bring brighter, healthier futures to patients across the globe.