Senior Remote Customer Service Specialist – FMLA & Disability Support, Health Information Services, Championing Patient Access & Compliance at brighthush

About brighthush

brighthush is a trailblazer in the health information technology space, redefining how medical records are shared, accessed, and understood. With a vibrant community of over 800 professionals, we fuse cutting‑edge technology with a deep passion for patient empowerment. Our culture thrives on collaboration, continuous learning, and an unwavering commitment to excellence. Recognized as a Top Workplace by USA Today and a consistent presence on the Inc. 5000 list of fastest‑growing companies, brighthush is where innovation meets real‑world impact.

When you join brighthush, you become part of a forward‑thinking community that values your ideas, celebrates your successes, and provides endless opportunities for growth. We’re not just a company; we’re a movement that makes health information more accessible to patients, providers, and stakeholders worldwide.

Position Overview

We are seeking a dedicated Senior Remote Customer Service Specialist – FMLA & Disability Support to join our dynamic remote team. In this role, you will be the frontline advocate for patients, providers, and requestors, ensuring that every interaction reflects the highest standards of service and compliance. Your primary focus will be managing FMLA and disability paperwork, delivering accurate information, and maintaining meticulous records in our Med‑Release system.

Why This Role Matters

• Directly influence patient access to essential medical documentation.
• Serve as a trusted liaison between healthcare providers and patients.
• Help streamline the release of information process, reducing wait times and errors.
• Play a pivotal role in upholding HIPAA compliance and protecting PHI.

Key Responsibilities

• Client & Requestor Support: Respond promptly to high‑volume inquiries via phone, email, and chat regarding FMLA and disability paperwork.
• Information Accuracy: Provide detailed, clear, and concise information to clients, patients, and requestors, ensuring all communications are accurate.
• Documentation: Maintain comprehensive, accurate notes in Med‑Release for every interaction, ensuring traceability and audit readiness.
• Process Adherence: Follow established procedures, guidelines, and policies, including HIPAA regulations and internal privacy protocols.
• Data Management: Perform data entry, fax, and secure email transmission of records, ensuring confidentiality and integrity.
• Performance Metrics: Meet daily call and email response goals, while maintaining high customer satisfaction scores.
• Continuous Improvement: Identify opportunities to enhance workflow efficiency and customer experience.
• Team Collaboration: Work closely with cross‑functional teams (Compliance, IT, Operations) to resolve complex issues and share best practices.

Essential Qualifications

• High school diploma or GED (college coursework preferred).
• Minimum of 1 year of call center or customer service experience.
• Excellent written and verbal communication skills.
• Strong analytical and problem‑solving abilities.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and experience with CRM or ticketing systems.
• Typing speed of at least 50 WPM.
• Reliable high‑speed internet connection and a quiet, professional home office environment.
• Strong time‑management skills and the ability to multitask in a fast‑paced setting.
• Positive, empathetic, and professional attitude toward all customers.
• Willingness to learn new technologies and processes.

Preferred Qualifications

• Previous experience in the medical or health information industry.
• Knowledge of HIPAA regulations and PHI handling.
• Experience with Med‑Release or similar medical record release platforms.
• Background in disability or FMLA documentation processes.
• Experience working remotely in a distributed team environment.

Skills & Competencies

• Customer‑Centric Mindset: Passion for helping people and a genuine desire to make a difference.
• Adaptability: Thrives in a dynamic environment and embraces change.
• Attention to Detail: Ensures accuracy in every interaction and documentation.
• Team Player: Collaborates effectively with colleagues across functions.
• Self‑Motivation: Works independently with minimal supervision.
• Integrity & Confidentiality: Maintains the highest level of business integrity and protects sensitive information.
• Problem‑Solving: Quickly identifies root causes and implements effective solutions.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the industry we serve. We offer:

• Structured mentorship programs with senior leaders.
• Access to industry conferences, webinars, and certifications.
• Internal mobility across product, operations, and compliance teams.
• Regular performance reviews and personalized development plans.
• Opportunities to lead projects, pilot new initiatives, and influence product roadmap.

Work Environment & Company Culture

Remote work is not just a perk—it’s a core part of our culture. You’ll enjoy:

• Flexible work hours to accommodate your personal life.
• A fully equipped home office stipend.
• Weekly virtual coffee chats and team building events.
• A culture that celebrates diversity, inclusion, and belonging.
• Transparent communication from leadership and a flat hierarchy that encourages idea sharing.

Compensation & Benefits

While specific salary ranges are confidential, brighthush offers a competitive package that includes:

• Health, dental, and vision insurance.
• 401(k) plan with company matching.
• Paid time off (vacation, sick leave, and personal days).
• Paid volunteer day to support community initiatives.
• Employee Assistance Program (EAP) for mental health support.
• Professional development budget and paid training.
• Remote work stipend and equipment allowance.

HIPAA & PHI Compliance

As a Customer Service Specialist, you will handle Protected Health Information (PHI). You must:

• Understand and adhere to all HIPAA regulations and internal privacy policies.
• Report any suspected or actual PHI breaches immediately to the Privacy Officer or Information Security team.
• Complete all required company‑sponsored and regulatory training programs on time.

How to Apply

Ready to make a tangible impact in the health information field? Submit your application through our careers portal or click the link below to apply directly:

Apply to Join brighthush Today

Closing Statement

At brighthush, we believe that every patient deserves timely access to their medical records, and every provider deserves a seamless, compliant workflow. If you are a fast learner, self‑motivated, and passionate about delivering exceptional customer service in a regulated environment, we want to hear from you. Join us in shaping the future of medical record release and help transform the patient experience—one call, one email, one record at a time.