Senior Remote Customer Support Specialist – Medical Records Processing, HIPAA Compliance, Data Management & Call Center Operations

About brighthush and the Future of Health Data

At brighthush, we are redefining the way health information moves across the ecosystem. By turning raw clinical data into actionable insights, our platform empowers life‑science innovators, government agencies, payers, and clinicians to collaborate securely and efficiently. Every interaction you handle as part of our team directly supports a mission that improves patient outcomes, accelerates research, and streamlines care delivery nationwide.

Our culture is built on curiosity, transparency, and a relentless focus on the end user. Whether you are a data scientist, a compliance officer, or a frontline customer support professional, you will find a workplace that values continuous learning, collaboration, and the impact of every single interaction.

Why This Role Matters

As a Senior Remote Customer Support Specialist – Medical Records Processing, you will be the first line of communication for patients, insurance carriers, and legal representatives. Your role ensures that medical record requests are handled accurately, promptly, and in full compliance with HIPAA and internal SOPs. By delivering exceptional service, you help maintain the trust that is essential to our data exchange ecosystem.

Key Responsibilities

• Handle high‑volume inbound calls from patients, insurers, and attorneys, providing clear, courteous, and accurate status updates on medical record requests.
• Document every interaction meticulously across multiple platforms, using dual‑monitor setups to maintain data integrity and workflow efficiency.
• Process and track medical record requests in accordance with HIPAA regulations and internal SOPs, guaranteeing confidentiality and compliance.
• Collaborate with cross‑functional teams—including data science, compliance, and product—to resolve complex inquiries and improve service delivery.
• Participate in continuous improvement initiatives by providing feedback on call scripts, knowledge bases, and system enhancements.
• Adhere to performance metrics such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Maintain up‑to‑date knowledge of industry regulations, company policies, and product updates through ongoing training and professional development.

Essential Qualifications

• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• Minimum of 1–2 years of experience in a call center or customer support environment, ideally within healthcare or data services.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and comfortable navigating multiple software platforms simultaneously.
• Strong verbal and written communication skills, with the ability to explain complex processes in simple terms.
• Demonstrated ability to work independently in a remote setting, managing time effectively and maintaining focus in a high‑volume environment.
• Basic understanding of HIPAA and data privacy principles is a plus.

Preferred Qualifications

• Experience with dual‑monitor setups and multitasking across disparate systems.
• Prior exposure to medical record processing or health data exchange workflows.
• Knowledge of insurance claim processes and terminology.
• Familiarity with customer relationship management (CRM) tools and call‑center software.
• Experience in a remote or virtual call‑center environment.

Skills & Competencies

• Customer‑first mindset – empathy, patience, and a genuine desire to help.
• Analytical thinking – ability to troubleshoot issues and identify root causes.
• Attention to detail – meticulous record‑keeping and adherence to compliance standards.
• Time management – juggling multiple tasks while meeting deadlines.
• Adaptability – thriving in a fast‑changing environment and embracing new technologies.
• Team collaboration – working effectively with remote colleagues across time zones.

Career Growth & Learning Opportunities

At brighthush, growth is a shared journey. As a Customer Support Specialist, you will have access to a comprehensive training program that blends virtual modules, live workshops, and mentorship from seasoned professionals. Over time, you can transition into roles such as:

• Senior Customer Support Analyst
• Process Improvement Lead
• Compliance & Quality Assurance Specialist
• Product Support Engineer
• Data Governance Manager

We also offer tuition assistance for courses that align with your career aspirations, ensuring you can continuously build expertise in healthcare data, technology, and leadership.

Work Environment & Culture

Our remote call center is built on a foundation of trust, flexibility, and collaboration. You’ll work from the comfort of your own home while staying connected to a vibrant, global team that values diversity, inclusion, and innovation. At brighthush, we celebrate:

• Transparent communication and open feedback loops.
• Recognition of individual achievements and team milestones.
• Work‑life balance, with flexible scheduling and ample paid time off.
• Continuous learning, with access to industry conferences, webinars, and internal knowledge hubs.
• A culture that prioritizes mental and physical well‑being, including wellness programs and employee resource groups.

Compensation & Benefits

We offer a competitive hourly rate of $15–$18.32 USD, commensurate with experience and performance. In addition to base pay, you will receive:

• Full benefits package: health, vision, and dental insurance.
• 401(k) savings plan with company match.
• Paid time off (PTO) and holidays.
• Tuition assistance for approved educational programs.
• Comprehensive onboarding and ongoing training.
• Company‑provided equipment, including a computer, dual monitors, and a virtual phone system.
• Optional health screenings and vaccination support, with accommodations for medical or religious reasons.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re contributing to a mission that transforms healthcare worldwide. You’ll:

• Work with the largest, most diverse health data network in the U.S.
• Collaborate with industry leaders and cutting‑edge technology teams.
• Make a tangible impact on patient outcomes and data accessibility.
• Grow professionally in a supportive, inclusive environment.
• Enjoy the flexibility of a fully remote position with robust support.

How to Apply

Ready to bring your customer‑support expertise to a company that’s shaping the future of healthcare data? Click the link below to submit your application and join the brighthush family.

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Equal Opportunity Employer

brighthush is committed to fostering a workplace that is free from discrimination. We welcome applicants of all backgrounds and identities, and we provide reasonable accommodations for individuals with disabilities. For more information on our commitment to diversity and inclusion, please review our EEO Commitment Statement and Know Your Rights resources.

Next Steps

Thank you for considering a career with brighthush. We look forward to learning how your skills and passion align with our mission. If you have any questions or need assistance with your application, please contact our recruitment team at [email protected].

We can’t wait to explore the possibilities together!

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