Senior Remote Medical Records & Customer Support Specialist – HIPAA‑Certified, High‑Volume Processing Expert – Championing Innovation & Operational Excellence at brighthush

About brighthush

brighthush is a trailblazer in the digital health arena, transforming intricate data pipelines into intuitive, patient‑centric experiences. With a vibrant, diverse team of over 800 professionals spread across the United States, we empower patients, providers, and health systems with secure, instant access to critical health information. Our unwavering commitment to privacy, compliance, and continuous improvement has earned us recognition as a Top Workplace and a consistent presence on the fastest‑growing companies list. At brighthush, innovation is not a buzzword—it’s a daily practice that fuels our culture of collaboration, learning, and relentless pursuit of excellence.

Why This Role Matters

In today’s fast‑moving digital health ecosystem, the ability to retrieve and share medical records quickly and securely can be the difference between a timely intervention and a missed opportunity. As a Senior Medical Records & Customer Support Specialist, you will be the linchpin that keeps our high‑volume processing engine running smoothly, ensuring that every request is handled with speed, accuracy, and compassion—all from the comfort of your own home. Your work will directly impact patient outcomes, reduce administrative burden, and elevate the overall experience for millions of users.

Position Overview

Job Title: Senior Medical Records & Customer Support Specialist Employment Type: Full‑time, Remote (U.S.) Salary Range: $16.00 – $16.50 per hour (plus performance incentives) Location: Work from anywhere in the United States Reporting To: Processing Manager

Key Responsibilities

• Process high‑volume medical record requests with speed and accuracy, ensuring all requests are completed within 24‑48 hours of receipt.
• Maintain strict adherence to HIPAA guidelines, safeguarding the confidentiality of Protected Health Information (PHI).
• Monitor incoming requests received through multiple channels (email, portal, phone) and triage them efficiently.
• Answer patient inquiries and support requests via phone, email, or chat, providing clear, courteous, and timely assistance.
• Collaborate with the Processing Manager and team members to manage overflow during peak periods or coverage gaps.
• Provide regular feedback on request volume trends, bottlenecks, and process improvement opportunities.
• Complete all required company‑sponsored and regulatory training programs, including HIPAA, data privacy, and security modules.
• Report any suspected or confirmed unauthorized access, use, or disclosure of PHI immediately to the Privacy Officer or Information Security team.
• Maintain accurate logs and documentation for all processed requests, ensuring audit readiness.
• Participate in continuous improvement initiatives to enhance workflow efficiency and customer satisfaction.

Essential Qualifications

• High school diploma or equivalent; associate’s or bachelor’s degree in Health Information Management, Nursing, or a related field preferred.
• Minimum of 1 year experience in medical records processing, health information management, or a related customer‑service role.
• Strong understanding of HIPAA regulations and experience handling PHI with confidentiality and integrity.
• Excellent written and verbal communication skills, with the ability to explain complex processes in simple terms.
• Proficiency with electronic health record (EHR) systems, document management platforms, and Microsoft Office Suite.
• Demonstrated ability to work independently in a remote environment, managing time and priorities effectively.
• Fast learner, dependable, and a collaborative team player who thrives in a fast‑paced, high‑volume setting.
• Strong problem‑solving skills and a proactive approach to identifying and resolving workflow challenges.

Preferred Qualifications

• Certification in Health Information Management (RHIA, RHIT) or related credentials.
• Experience with patient portal systems or health information exchange (HIE) platforms.
• Knowledge of medical terminology, coding, and billing processes.
• Previous experience in a customer‑support or call‑center environment.
• Familiarity with remote collaboration tools such as Slack, Teams, or Zoom.

Key Skills & Competencies

• Attention to detail and meticulous record‑keeping.
• Strong organizational and time‑management abilities.
• Adaptability to changing priorities and evolving technology.
• Customer‑centric mindset with a passion for improving patient experience.
• Commitment to continuous learning and professional growth.
• Ability to maintain composure under pressure and meet tight deadlines.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Medical Records & Customer Support Specialist, you’ll have the opportunity to:

• Progress into senior processing roles or team lead positions.
• Transition into quality assurance, compliance, or data analytics roles within the health‑tech domain.
• Participate in cross‑functional projects that shape product development and customer experience.
• Access ongoing training, certifications, and tuition reimbursement for relevant courses.
• Engage in mentorship programs pairing you with experienced leaders in health information management.

Work Environment & Company Culture

brighthush fosters a culture of transparency, innovation, and mutual respect. Our remote team enjoys:

• Flexible work hours that accommodate diverse lifestyles.
• Regular virtual team‑building events and open‑door leadership sessions.
• A collaborative environment where every voice is heard and valued.
• Access to cutting‑edge tools and technology that streamline daily tasks.
• Recognition programs that celebrate individual and team achievements.

Compensation, Perks & Benefits

While the hourly rate for this role ranges from $16.00 to $16.50, brighthush offers a comprehensive benefits package designed to support your well‑being and professional growth:

• Competitive health, dental, and vision insurance plans.
• 401(k) retirement plan with company matching.
• Paid time off (vacation, sick leave) and a paid volunteer day of your choice.
• Remote work stipend to help set up a productive home office.
• Annual performance bonus, with a $1,000 sign‑on bonus paid after 180 days of employment.
• Access to wellness programs, mental health resources, and employee assistance programs.
• Professional development budget for courses, conferences, and certifications.

How to Apply

Ready to make a tangible impact on patient care and join a team that values innovation, integrity, and collaboration? Click the link below to submit your application and take the first step toward a rewarding career at brighthush.