Senior Remote Customer Support Specialist – HealthTech & HIPAA Compliance Expert (Medical Records & Patient Care) – Empowering Digital Health Solutions at brighthush

About brighthush

brighthush is a pioneering force in the digital health arena, seamlessly blending advanced software with data‑centric services to transform how care is delivered. Our platform empowers clinicians, payers, and patients alike, streamlining workflows, cutting costs, and elevating the overall quality of care. At the heart of our mission lies a simple yet powerful promise: make healthcare smarter, faster, and more accessible for everyone. As a trailblazer in the health‑tech ecosystem, brighthush is committed to nurturing an inclusive, collaborative, and growth‑oriented culture that celebrates curiosity, innovation, and an unwavering focus on customer success.

Why brighthush is the Place to Grow Your Career

Joining brighthush means stepping into a dynamic, mission‑driven team that is redefining the future of healthcare. Our remote‑first model offers unparalleled flexibility, allowing you to balance professional ambitions with personal priorities while contributing to a cause that matters. We champion transparency, continuous learning, and a shared passion for improving patient outcomes. Whether you’re eager to deepen your expertise in customer support or pivot into product, data analytics, or operations, brighthush provides the tools, mentorship, and clear career pathways to help you thrive.

Key Responsibilities

• Front‑Line Support Excellence: Serve as the primary point of contact for inbound calls, emails, and chat inquiries from patients, providers, and partner organizations, delivering timely, accurate, and empathetic assistance.
• Data Stewardship: Process and enter data into secure systems with 100 % accuracy, ensuring strict adherence to HIPAA regulations and internal data‑privacy policies.
• Issue Resolution: Resolve a broad spectrum of inquiries—from technical platform challenges to questions about ROI requests, medical record access, and billing—leveraging deep product knowledge and cross‑functional collaboration.
• CRM Mastery: 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.
• Cross‑Functional Collaboration: Work closely with Quality Assurance, Product, and Compliance teams to identify recurring issues and propose solutions that enhance the overall customer experience.
• Continuous Learning: Participate in regular training sessions and knowledge‑sharing workshops to stay current on industry best practices, regulatory changes, and new product features.
• Knowledge Base Development: Contribute to the creation of internal knowledge bases, FAQs, and troubleshooting guides that empower both customers and teammates.
• Performance Monitoring: Track key performance indicators (KPIs) such as first‑contact resolution, customer satisfaction scores, and ticket volume, and report trends to leadership.
• Customer Advocacy: 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 Senior Remote Customer Support Specialist, 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.