Senior Remote Customer Support Specialist – HealthTech & HIPAA Compliance Expert (Medical Records & Patient Care)

About brighthush

brighthush is a trailblazing digital health company that fuses cutting‑edge software with data‑driven services to revolutionize patient care. We empower clinicians, payers, and patients with tools that streamline workflows, reduce costs, and elevate the quality of care. Our mission is simple: make healthcare smarter, faster, and more accessible for everyone. As a leader in the health‑tech space, brighthush is committed to fostering an inclusive, collaborative, and growth‑oriented culture that values curiosity, innovation, and a relentless focus on customer success.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic team that is redefining how healthcare is delivered. Working remotely gives you the flexibility to balance your professional and personal life while contributing to a mission that matters. Our culture is built on transparency, continuous learning, and a shared passion for improving patient outcomes. You’ll have access to cutting‑edge tools, mentorship from industry veterans, and a clear path for career advancement—whether you’re looking to deepen your expertise in customer support or pivot into product, data analytics, or operations.

Key Responsibilities

• Serve as the first point of contact for inbound calls, emails, and chat inquiries from patients, providers, and partner organizations, delivering timely, accurate, and empathetic support.
• Process and enter data into secure systems, ensuring 100 % accuracy and strict compliance with HIPAA regulations and internal data‑privacy policies.
• Resolve a wide range of inquiries—from technical issues with our platform to questions about ROI requests, medical record access, and billing—by leveraging deep product knowledge and cross‑functional collaboration.
• Maintain detailed, up‑to‑date records of all interactions in the CRM, ensuring that every customer journey is captured for future analysis and continuous improvement.
• Collaborate with the Quality Assurance, Product, and Compliance teams to identify recurring issues and propose solutions that enhance the overall customer experience.
• Participate in regular training sessions and knowledge‑sharing workshops to stay current on industry best practices, regulatory changes, and new product features.
• Contribute to the development of internal knowledge bases, FAQs, and troubleshooting guides that empower both customers and teammates.
• Monitor key performance indicators (KPIs) such as first‑contact resolution, customer satisfaction scores, and ticket volume, and report trends to leadership.
• Act as an advocate for the customer within brighthush, ensuring that user feedback informs product roadmap decisions.

Essential Qualifications

• High school diploma or equivalent; a bachelor’s degree in Health Informatics, Business, or a related field is a plus.
• Prior experience in a customer service role—especially within healthcare, technology, or a regulated environment—is highly desirable.
• Familiarity with medical records workflows and a solid understanding of ROI request processes.
• Knowledge of HIPAA regulations and a demonstrated commitment to data privacy and security.
• Proficiency with Microsoft Office Suite (Word, Outlook, Excel) and comfortable navigating web‑based applications.
• Excellent keyboarding skills and the ability to multitask in a fast‑paced, remote setting.
• Strong verbal and written communication skills in English, with the ability to explain complex concepts in simple terms.
• Team‑player mindset with a proactive attitude toward problem‑solving and continuous improvement.

Preferred Qualifications

• Experience using CRM platforms such as Salesforce or Zendesk.
• Background in data entry or data quality assurance.
• Exposure to healthcare analytics or reporting tools.
• Previous remote work experience, demonstrating self‑discipline and effective time management.
• Fluency in additional languages (Spanish, French, Mandarin, etc.) is a bonus.

Skills & Competencies

• Customer‑Centric Mindset: Passion for helping others and a genuine desire to improve the customer journey.
• Technical Aptitude: Quick learner who can navigate multiple software platforms and troubleshoot basic technical issues.
• Attention to Detail: Meticulous data entry and a commitment to accuracy, especially when handling sensitive information.
• Communication: Clear, concise, and empathetic communication across all channels—phone, email, and chat.
• Problem‑Solving: Ability to analyze issues, think critically, and propose effective solutions.
• Collaboration: Comfortable working cross‑functionally with product, compliance, and operations teams.
• Adaptability: Thrives in a rapidly evolving environment and embraces change with a positive attitude.

Career Growth & Learning Opportunities

At brighthush, we believe that your growth is our success. As a Customer Service Representative, you’ll have the chance to:

• Advance into senior support roles, such as Team Lead or Customer Success Manager.
• Transition into product management, quality assurance, or data analytics based on your interests and performance.
• Participate in our Brighthush Academy, an internal learning platform offering courses on healthcare regulations, technology trends, and soft‑skill development.
• Attend quarterly hackathons and innovation challenges that encourage creative problem‑solving and cross‑departmental collaboration.
• Earn certifications in HIPAA compliance, medical billing, or customer experience management.
• Receive mentorship from senior leaders who have built careers across multiple facets of the health‑tech ecosystem.

Work Environment & Culture

Remote‑First, Global Team: Work from anywhere in the United States (or Atlanta) and collaborate with colleagues across time zones. We provide a robust virtual onboarding program, regular team check‑ins, and a digital “water cooler” for informal chats.

Inclusive & Supportive: Our diversity and inclusion initiatives ensure that every voice is heard. We celebrate different perspectives and encourage open dialogue through monthly “Ask Me Anything” sessions with leadership.

Work‑Life Balance: Flexible scheduling, generous paid time off, and a focus on mental health resources help you stay energized and productive.

Technology & Tools: You’ll work with a modern tech stack that includes a cloud‑based CRM, knowledge‑base platform, and collaboration tools such as Slack and Microsoft Teams. We invest in the latest hardware and software to keep you productive and comfortable.

Compensation & Perks

While specific figures vary by experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for remote customer support roles.
• Performance‑based bonuses and incentive programs.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match.
• Unlimited paid time off (PTO) and flexible work hours.
• Wellness stipend for home office upgrades, gym memberships, or mental health apps.
• Access to a company‑wide learning budget for courses, conferences, and certifications.
• Employee referral bonus program.
• Annual company‑wide retreat (virtual or in‑person) to celebrate achievements and build camaraderie.

How to Apply

Ready to join a team that’s reshaping the future of healthcare? Click the link below to submit your application and start your journey with brighthush today. We look forward to learning how your skills and passion can help us deliver exceptional service to our customers worldwide.