Senior Remote Healthcare Customer Experience Specialist – Tennessee – Champion Patient Engagement, Resolve Complex Inquiries, Drive Satisfaction, and Shape Digital Health Solutions at brighthush

About brighthush

brighthush is a trailblazer in the digital health ecosystem, redefining how patients, providers, and payers communicate. With a global presence that spans more than 500,000 professionals and 300+ languages, we empower leading health systems, insurers, and pharmaceutical partners to deliver seamless, data‑driven patient experiences. Our suite of AI‑powered, cloud‑based tools transforms routine interactions into meaningful conversations, driving higher satisfaction scores, improved retention, and measurable business outcomes for our clients.

Why brighthush?

At brighthush, we believe that exceptional customer service is the cornerstone of lasting relationships. Our remote teams thrive in a culture that celebrates diversity, fosters continuous learning, and rewards high performance. As a Remote Healthcare Customer Experience Specialist, you will join a dynamic, mission‑driven organization that values your voice, your ideas, and your professional growth. We are not just a service provider; we are a partner that invests in your success, offering a clear career ladder, mentorship, and a collaborative environment that transcends borders.

Position Overview

We are seeking a dedicated, customer‑centric individual to join our Tennessee‑based remote team. In this role, you will serve as the primary point of contact for our healthcare clients, handling inbound and outbound communications with professionalism and empathy. You will use a suite of web‑based tools to resolve inquiries, de‑escalate issues, and ensure a seamless, positive experience for every customer. Your work will directly influence patient satisfaction scores, retention rates, and ultimately the success of the healthcare partners we serve.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, and social media, providing timely, accurate solutions that align with brand guidelines.
• Maintain composure and professionalism while de‑escalating challenging situations, turning potentially negative interactions into positive outcomes.
• Escalate complex issues to the appropriate support teams when necessary, ensuring a smooth handoff and follow‑up.
• Process payments and assist with account‑related requests, ensuring compliance with security protocols and data privacy regulations.
• Document all interactions in the CRM system for audit and reporting purposes, maintaining data integrity and confidentiality.
• Provide constructive feedback on recurring call issues to improve service quality and inform product enhancements.
• Identify upsell opportunities when appropriate, contributing to revenue growth and cross‑sell initiatives.
• Participate in continuous improvement projects, sharing insights that help refine processes and elevate the customer journey.
• Adhere to all HIPAA and industry compliance standards, safeguarding patient information at every touchpoint.
• Collaborate with cross‑functional teams—product, compliance, and technical support—to resolve complex inquiries and enhance service delivery.

Essential Qualifications

• High School Diploma or equivalent; a college degree is a plus but not mandatory.
• Minimum of 6 months of customer service experience, preferably in a high‑volume environment.
• Age 18 or older, with a valid driver’s license if required for occasional travel.
• Typing speed of at least 25 words per minute, with strong accuracy.
• Comfortable using desktop computer systems and basic Windows‑based applications.
• Strong communication, listening, and analytical skills.
• Ability to work independently in a remote environment, managing time and priorities effectively.
• Proficiency in English; additional language skills are a distinct advantage.

Preferred Qualifications

• Prior experience in healthcare customer support or sales, with a deep understanding of patient needs.
• College degree (any field) – not required but valued for career progression.
• Experience with CRM platforms such as Salesforce, Zendesk, or similar tools.
• Knowledge of HIPAA compliance and data privacy best practices.
• Experience with payment processing systems and billing inquiries.
• Familiarity with healthcare terminology, insurance processes, and patient portals.

Core Competencies

• Process Excellence: Adherence to established procedures and a relentless focus on customer satisfaction.
• Collaboration: Ability to work effectively with teammates, supervisors, and cross‑functional departments.
• Communication: Exceptional verbal and written communication skills, with a patient‑first mindset.
• Organizational Skills: Strong ability to prioritize tasks and manage time efficiently in a fast‑paced environment.
• Emotional Intelligence: Ability to remain calm under pressure and maintain a positive attitude.
• Open‑Mindedness: Willingness to embrace feedback and adapt to evolving policies.
• Critical Thinking: Quick analytical skills for problem resolution and decision making.
• Solution‑Oriented: Proactive approach to creating a positive customer experience.

Work From Home Requirements

• Dedicated workspace with a hardwired Ethernet connection (minimum 15 Mbps download / 10 Mbps upload).
• Reliable broadband internet (no satellite, mobile data, P2P, or VPN).
• Proof of internet speed upon hire, with ongoing compliance checks.
• High‑definition webcam and noise‑cancelling headset for clear communication.
• Secure, password‑protected device with up‑to‑date antivirus software.

Career Growth & Learning Opportunities

At brighthush, we provide a clear career ladder for customer service professionals. Starting as a Remote Healthcare Customer Experience Specialist, you can progress to roles such as Senior Support Specialist, Team Lead, or Customer Experience Manager. We offer:

• Structured training programs covering product knowledge, compliance, and soft skills.
• Mentorship from seasoned leaders in the healthcare and customer service domains.
• Access to online learning platforms and certifications (e.g., Salesforce, HIPAA, Six Sigma).
• Regular performance reviews with actionable feedback and development plans.
• Opportunities to lead process improvement projects and cross‑functional initiatives.
• Internal mobility across different regions and business units within brighthush.

Company Culture & Values

brighthush thrives on a culture of inclusion, respect, and continuous improvement. We celebrate the unique perspectives of every team member and encourage collaboration across geographies. Our core values include:

• Customer Obsession: Putting the customer at the center of everything we do.
• Integrity: Acting with honesty and transparency in all interactions.
• Innovation: Embracing new ideas and technologies to solve complex challenges.
• Teamwork: Supporting one another to achieve shared goals.
• Excellence: Striving for the highest standards in service delivery.
• Growth Mindset: Encouraging continuous learning and personal development.

Compensation & Benefits

While specific salary ranges are not disclosed in the posting, brighthush offers a competitive compensation package that includes:

• Health, vision, and dental insurance for you and your family.
• Flexible paid time off (PTO) and personal time off, with a generous accrual schedule.
• 401(k) retirement plan with company match, helping you secure your future.
• Employee wellness programs and mental health resources, including counseling and mindfulness sessions.
• Annual performance bonuses and spot awards for exceptional contributions.
• Access to a comprehensive learning and development portal, with courses, webinars, and certifications.
• Technology stipend to equip your home office with the latest tools and equipment.
• Regular team virtual events, hackathons, and community service initiatives.

How to Apply

Ready to elevate patient engagement and drive satisfaction for a leading digital healthcare partner? Submit your resume and a brief cover letter outlining why you are the ideal fit for this role. Highlight any healthcare or customer service experience, your communication strengths, and your passion for continuous improvement.

Closing

At brighthush, we are redefining the future of customer service in healthcare. If you thrive in a fast‑paced remote environment, possess a genuine desire to help patients, and are eager to grow your career with a global leader, we want to hear from you. Join us and become part of a team that is not only delivering outstanding customer experiences but also shaping the next generation of digital health solutions.