Senior Tier 2 Customer Service Representative – Telehealth & Pharmacy Operations Specialist – Driving Patient Success in Digital Health at brighthush

About brighthush

brighthush is a trailblazer in the digital health arena, redefining how patients access high‑quality, affordable care from the comfort of their homes. By seamlessly integrating licensed clinicians, an in‑house pharmacy, laboratory partners, and proprietary technology, we deliver a fully connected platform that supports primary care, specialty services, and pharmacy fulfillment across all 50 states. Our mission is simple yet powerful: make healthcare smarter, faster, and more accessible for everyone.

Recognized as one of the fastest‑growing health‑tech companies—ranking #166 on Deloitte’s Fast 500 in 2023—brighthush is not just a healthcare provider; it’s a technology company that is reshaping the delivery of care. Our developers, engineers, and product innovators build state‑of‑the‑art systems that streamline clinical workflows, enhance patient engagement, and scale effortlessly to meet demand.

Why Join brighthush?

At brighthush, you’ll be part of a culture that values curiosity, collaboration, and continuous improvement. We celebrate diversity, encourage creative problem‑solving, and reward initiative. Whether you’re a seasoned customer‑service professional or a recent graduate eager to learn, you’ll find opportunities to grow, innovate, and make a real impact on patient lives.

Role Overview

The Senior Tier 2 Customer Service Representative (CSR II) is the backbone of our patient support ecosystem. Acting as the first escalation point for complex inquiries, you’ll handle a mix of inbound calls, live chat, email, SMS, and portal messages across all five verticals—weight management, women’s health, men’s health, urgent care, and mental health. Your responsibilities span frontline support, pharmacy operations, and cross‑functional collaboration, ensuring that every patient interaction is resolved with empathy, accuracy, and efficiency.

Key Responsibilities

• Frontline Support (80% of your time): Manage inbound calls and messages, while stepping in as a backup resource for CSR I chat queries when team leads or supervisors are unavailable.
• First‑Level Escalation: Take over escalated cases from CSR I across all channels, providing a higher level of authority and experience to resolve complex issues.
• De‑Escalation & Conflict Resolution: Handle upset or escalated patients, billing exceptions, and account complications with calm, clear communication and proven de‑escalation techniques.
• Clinical Escalation Protocol: Immediately route any clinical concerns—adverse events, safety alerts, or urgent medical questions—to licensed clinical staff, bypassing the CSR II level.
• Authority Boundary Management: Identify cases that exceed your authority and hand them off to the Customer Service Team Lead with a concise, accurate summary to avoid patient frustration.
• Peer Support: Provide real‑time guidance to CSR I on process, policy, and system questions, directing them to the correct knowledge‑base article or SOP.
• Knowledge‑Base Enhancement: Report gaps, outdated content, and recurring questions to the Team Lead, contributing to continuous improvement of our internal resources.
• Pharmacy Escalations: Identify stalled orders, engage the appropriate pharmacy via email or Jira, and track each escalation until resolution.
• Shipment Claim Management: File and monitor claims for lost, damaged, or delayed shipments, ensuring replacements, reships, and refunds align with SOP.
• Stuck‑Order Outreach: Contact patients with incomplete or incorrect address information via phone, SMS, or portal message, collect correct details, and forward them to the pharmacy.
• Live‑Chat Coverage: Manage multiple concurrent chats during assigned shifts, maintaining quality and empathy in every conversation.
• Channel‑Specific SLAs: Respond to all inbound contacts—phone, chat, email, SMS, portal—meeting real‑time SLAs for phone and chat, and asynchronous windows for email and SMS.
• Outbound Outreach: Conduct appointment reminders, onboarding check‑ins, refill reminders, subscription renewals, retention/win‑back calls, and satisfaction follow‑ups as needed.
• Account & Scheduling Assistance: Resolve account, subscription, and scheduling issues, providing status updates on orders without interpreting dosing or treatment efficacy.
• HIPAA Compliance: Verify patient identity before discussing PHI on any channel, adhering strictly to HIPAA and company policy.
• Billing Authority: Process or route billing, payment, refund, and cancellation requests within defined policy limits.
• Documentation: Log complete, accurate notes in the CRM/helpdesk/telephony platform, tagging by channel, vertical, and issue type, including pharmacy escalations, claims, and outreach attempts.
• Trend Identification: Spot recurring issues—platform bugs, shipping delays, pharmacy backorders, carrier problems—and report them to the Team Lead for systemic resolution.
• Performance Metrics: Meet individual KPIs—response/handle time, resolution rate, quality score, CSAT—across every channel worked during a shift.
• Continuous Learning: Stay current on policy updates, workflow changes, and promotional initiatives across all five verticals through mandatory training.

Essential Qualifications

• High school diploma or equivalent (college degree preferred).
• Minimum 1 year of customer‑service experience in phone‑based, chat‑based, or hybrid environments.
• Exceptional written and verbal communication skills—clear, empathetic, and precise in all formats.
• Proficiency navigating multiple software systems simultaneously (CRM/helpdesk, telephony, telehealth platform, knowledge‑base, pharmacy escalation tools such as email and Jira).
• Strong typing speed and the ability to manage multiple concurrent chats while on a live call.
• Willingness to undergo HIPAA/PHI training and consistently apply privacy requirements.
• Rapid learning ability—accurately apply program information across all five verticals from day one.

Preferred Qualifications

• 12 + months of experience in healthcare, telehealth, pharmacy, or e‑commerce fulfillment customer service.
• Experience handling shipping carriers, claims, or order exception workflows.
• Familiarity with Jira or similar ticketing tools.
• Outbound sales, retention, or win‑back call experience.
• Knowledge of subscription/e‑commerce billing models.
• Bilingual proficiency (Spanish/English or other) is a plus.

Skills & Competencies

• Customer‑centric mindset with a passion for problem‑solving.
• Strong analytical skills—identify root causes and propose actionable solutions.
• Adaptability—flourish in a fast‑paced, constantly evolving environment.
• Team collaboration—work seamlessly with cross‑functional partners (clinical, pharmacy, operations).
• Time‑management—balance high call volume with quality and compliance.
• Attention to detail—accurate documentation and adherence to SOP.
• Tech‑savvy—quickly master new tools and platforms.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. As a CSR II, you’ll have the chance to:

• Progress to Senior CSR or Team Lead roles, taking on greater responsibility and leadership.
• Cross‑train in other verticals—weight management, women’s health, men’s health, urgent care, and mental health—to become a versatile, multi‑disciplinary support professional.
• Participate in our internal “Innovation Lab,” where frontline staff can propose and pilot new tools or processes that improve patient experience.
• Access continuous learning resources—webinars, workshops, and certifications—covering customer service excellence, healthcare compliance, and emerging digital health trends.
• Earn performance‑based bonuses and recognition awards that celebrate outstanding service and innovation.

Work Environment & Culture

Our hybrid model blends remote flexibility with occasional in‑office collaboration. You’ll work in a supportive, inclusive environment that values:

• Open communication—transparent feedback loops and regular team huddles.
• Work‑life balance—flexible scheduling, generous paid time off, and paid holidays.
• Employee well‑being—healthcare plans, mental‑health resources, and wellness programs.
• Innovation—empowering staff to experiment, iterate, and drive change.
• Diversity & inclusion—celebrating varied perspectives and fostering belonging.

Compensation & Benefits

• Competitive Pay: $24–$26 per hour, commensurate with experience.
• Health Coverage: Comprehensive medical, dental, and vision plans.
• Retirement Plans: 401(k) with company match, Roth 401(k) option.
• Life Insurance: Basic, voluntary, and accidental death & dismemberment coverage.
• Paid Time Off & Holidays: Generous PTO, paid holidays, and short‑term disability.
• Professional Development: Paid training, certifications, and tuition reimbursement for relevant courses.
• Employee Recognition: Quarterly awards, spot bonuses, and peer‑to‑peer shout‑outs.
• Technology Stipend: Home‑office equipment allowance and high‑speed internet reimbursement.

How to Apply

If you’re ready to elevate your customer‑service career, contribute to a mission‑driven company, and help shape the future of digital health, we want to hear from you. Submit your application through our careers portal, and let’s start a conversation about how you can thrive at brighthush.

Join brighthush today and become part of a team that’s redefining healthcare—one patient interaction at a time.

Apply now: