Senior Remote Customer Service Specialist – Prescription & Telehealth Support, Patient Advocacy & Pharmacy Operations – Championing Digital Health Outcomes, Patient Satisfaction, and Operational Excellence at brighthush

About brighthush: Pioneering the Future of Digital Health

brighthush is not just a technology company; it is a catalyst for transformative change in the health ecosystem. By seamlessly integrating real‑time prescription data, pharmacy benefit management, and telehealth services into a single, cloud‑native platform, we provide patients, providers, and pharmacies with a unified source of truth. Our mission is simple yet powerful: eliminate friction, streamline workflows, and empower every stakeholder to deliver faster, safer, and more personalized care. If you are passionate about health equity, innovation, and measurable outcomes, brighthush is the place where your expertise can make a tangible difference.

Why brighthush is the Right Choice for You

When you join brighthush, you become part of a movement that transforms lives. Our culture is anchored in three core pillars:

• Inclusion – We celebrate diverse perspectives and foster an environment where every voice is heard.
• Innovation – We encourage bold ideas, rapid experimentation, and continuous improvement.
• Impact – We measure success by the real, positive change we create for patients and providers.

As a fully remote team, we trust you to manage your own workspace while staying connected through collaborative tools, virtual huddles, and peer‑support networks. Flexibility, autonomy, and a supportive community are the keys to high performance and personal well‑being.

Position Overview

This full‑time, remote Customer Service Specialist role is designed for individuals who thrive in a fast‑paced, paperless environment and are passionate about helping people navigate prescription and pharmacy benefits. You will serve as the first point of contact for providers and patients, ensuring accurate, compassionate, and efficient resolution of prescription inquiries, order status, and payment issues. Your work will directly influence patient satisfaction, provider efficiency, and the overall success of the brighthush platform.

Key Responsibilities

• Handle inbound calls from providers and patients regarding prescription status, order delivery, and payment questions.
• Conduct outbound outreach to resolve pending orders, reorders, and payment discrepancies.
• Navigate multiple databases and enterprise systems to research complex prescription and pharmacy benefit scenarios.
• Document all interactions accurately in the company’s CRM and related tools.
• Escalate issues to appropriate internal teams when necessary, following established protocols.
• Maintain a high level of customer satisfaction by actively listening, asking clarifying questions, and demonstrating empathy.
• Adhere to all privacy and security policies, ensuring the confidentiality of sensitive patient information.
• Participate in ongoing training and professional development sessions to stay current on product updates and industry best practices.
• Collaborate with cross‑functional teams—product, engineering, compliance—to provide feedback on system improvements.
• Track and report key performance metrics, including call volume, resolution time, and customer satisfaction scores.

Essential Qualifications

• High School Diploma or GED (or equivalent).
• Minimum 6 months of experience in a customer service role that relies heavily on phone and computer usage.
• Proficiency with brighthush Office Suite (Word, Excel, Outlook) and brighthush PC applications.
• Strong verbal communication skills, with the ability to build rapport quickly and respond compassionately.
• Excellent active listening and problem‑solving abilities.
• Ability to work independently in a remote, paperless environment.
• Availability to work flexible shifts within the 7:00 am–7:00 pm CST window, including occasional overtime during peak periods.
• Reliable high‑speed internet connection (minimum 25 Mbps download / 10 Mbps upload) and a dedicated, secure workspace.
• Willingness to undergo a pre‑employment drug test.

Preferred Qualifications

• Experience in the health insurance or pharmacy benefits industry.
• Familiarity with prescription management systems or electronic health records.
• Previous remote work experience with a proven track record of meeting or exceeding performance metrics.
• Knowledge of compliance regulations such as HIPAA and data privacy standards.
• Experience with CRM platforms (e.g., Salesforce, Zendesk) and ticketing systems.

Skills & Competencies

• Customer‑centric mindset with a passion for improving patient outcomes.
• Strong analytical skills to interpret data from multiple sources.
• Adaptability to rapidly changing processes and technology updates.
• Time‑management and organizational skills to handle a high volume of calls efficiently.
• Team collaboration, even when working remotely.
• Commitment to continuous learning and self‑improvement.
• Proficiency in troubleshooting technical issues related to web portals and mobile apps.

Career Growth & Development

At brighthush, we view every role as a stepping stone toward greater impact. As a Customer Service Specialist, you will have access to:

• Structured mentorship programs pairing you with experienced leaders across product, operations, and analytics.
• Cross‑functional training that opens doors to roles in operations, analytics, or product support.
• Annual performance reviews that align your career goals with organizational objectives.
• Opportunities to lead projects or initiatives that improve customer experience and operational efficiency.
• Clear career pathways that allow you to transition into supervisory, specialist, or technical support roles.

Work Environment & Culture

Our remote work model is built on trust, accountability, and collaboration. You’ll enjoy:

• Regular virtual team huddles and social events to foster connection.
• Access to a digital knowledge base and peer‑support forums.
• A culture that values transparency, innovation, and work‑life balance.
• Recognition programs that celebrate milestones and exceptional performance.
• Inclusive hiring practices that welcome candidates from all backgrounds.

Compensation & Benefits

Competitive hourly pay ranging from $16.00 to $29.00, based on experience and local market rates. In addition to your base salary, you’ll receive:

• Health, dental, and vision insurance plans that cover you and your family.
• 401(k) retirement plan with company match, plus an equity stock purchase program.
• Generous paid time off, holidays, sick leave, and a robust employee assistance program.
• Access to a 6‑week paid training curriculum, ongoing professional development budget, and mentorship opportunities.
• Flexible, fully remote work environment that supports work‑life balance and personal well‑being.
• Recognition programs that celebrate milestones, high performance, and innovative contributions.

Training & Onboarding

Your journey begins with a 6‑week paid training program:

• 3.5 weeks of virtual classroom instruction covering product knowledge, compliance, and customer service best practices.
• 1.5 weeks of shadowing experienced peers to observe real‑time interactions.
• 1 week of “nesting” where you’ll handle calls under supervision, gradually gaining independence.

Training hours are scheduled from 8:30 am to 5:00 pm CST, Monday through Friday.

Application Process

Ready to make a tangible impact on patient care? Submit your updated résumé through our portal and join a team that values your expertise, supports your growth, and rewards your dedication.

How to Apply

Click the link below to start your application and become part of the brighthush family.