Bilingual Customer Service Specialist – FMLA & Disability Support – Remote – Spanish & English – Healthcare Information Services

About brighthush

brighthush is a trailblazing leader in the healthcare information technology space, dedicated to transforming how medical records are shared with patients, providers, and stakeholders. With a vibrant team of more than 800 professionals, we blend cutting‑edge technology with a people‑first culture that values growth, innovation, and impact. Recognized as a Top Workplace by USA Today and a consistent presence on the Inc. 5000 list of fastest‑growing companies, brighthush is where your expertise can help shape the future of health information access.

Role Overview

As a Bilingual Customer Service Specialist – FMLA & Disability Support, you will serve as the frontline advocate for patients, clinicians, and requestors navigating the complex landscape of Family and Medical Leave Act (FMLA) and disability documentation. Working remotely, you will ensure that every inquiry is handled with precision, empathy, and a commitment to compliance, while upholding brighthush’s reputation for exceptional customer service.

Key Responsibilities

• Provide timely, accurate assistance to clients, patients, and requestors regarding the status of FMLA and disability paperwork.
• Document all interactions in Med‑Release with detailed, compliant notes, ensuring traceability and audit readiness.
• Respond promptly to high‑volume inbound calls and emails, delivering concise, clear information across multiple channels.
• Maintain a proactive approach to monitoring the FMLA email inbox, ensuring no request is overlooked.
• Fax and email records securely, adhering to HIPAA and internal data‑security protocols.
• Collaborate with cross‑functional teams (e.g., Compliance, IT, Operations) to resolve complex issues and improve service workflows.
• Meet or exceed daily productivity and quality metrics, including call handling time, resolution rates, and customer satisfaction scores.
• Participate in ongoing training and process improvement initiatives to stay current with regulatory changes and best practices.
• Contribute to a culture of continuous improvement by sharing insights and suggestions for enhancing customer experience.

Essential Qualifications

• Minimum of 1 year of call‑center or customer‑support experience, preferably in a healthcare or regulated environment.
• Fluent in both English and Spanish, with strong written and verbal communication skills in both languages.
• Typing speed of at least 50 words per minute and proficiency with Microsoft Office Suite.
• Strong analytical and problem‑solving abilities, with a keen eye for detail.
• Excellent time‑management and multi‑tasking skills, capable of handling a high volume of inquiries while maintaining accuracy.
• High school diploma or GED; additional education or certifications in healthcare, customer service, or related fields is a plus.
• Self‑motivated, dependable, and able to work independently in a remote setting with reliable internet and a quiet workspace.
• Positive, empathetic, and professional demeanor, with a genuine passion for helping people.

Preferred Qualifications

• Experience working with Protected Health Information (PHI) and a solid understanding of HIPAA regulations.
• Prior exposure to medical records release, disability documentation, or FMLA processes.
• Familiarity with Med‑Release or similar case‑management platforms.
• Knowledge of healthcare terminology and patient‑centered communication strategies.
• Experience in a bilingual customer‑service role within a regulated industry.

Skills & Competencies

• Customer‑Centric Mindset: Ability to build trust and rapport with diverse stakeholders.
• Communication Excellence: Clear, concise, and culturally sensitive communication in both English and Spanish.
• Technical Proficiency: Comfortable navigating multiple software applications and learning new tools quickly.
• Compliance Awareness: Adherence to privacy, security, and regulatory standards.
• Adaptability: Flexibility to pivot between tasks and adjust to evolving priorities.
• Team Collaboration: Willingness to share knowledge and support colleagues across functions.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem. You will have access to:

• Structured onboarding and mentorship programs to accelerate your integration.
• Continuous education through webinars, workshops, and industry conferences.
• Clear career pathways from Customer Support Specialist to Senior Specialist, Team Lead, or Operations Manager.
• Cross‑functional projects that broaden your skill set and expose you to new areas of the business.
• Performance‑based recognition and advancement opportunities that reward initiative and impact.

Work Environment & Company Culture

brighthush thrives on collaboration, transparency, and a shared commitment to excellence. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual town halls and team check‑ins.
• Open‑door communication channels with leadership.
• Inclusive initiatives celebrating diversity, equity, and belonging.
• Employee resource groups that foster community and professional growth.
• Regular virtual social events and wellness programs.

Compensation & Benefits

While specific salary ranges are determined by experience and role, brighthush offers a competitive compensation package that includes:

• Competitive base salary with performance‑based bonuses.
• 401(k) plan with company matching.
• Comprehensive medical, dental, and vision insurance plans.
• Paid time off (PTO), sick leave, and a paid volunteer day.
• Employee Assistance Program (EAP) for mental health and well‑being.
• Professional development stipend and tuition reimbursement.
• Flexible work schedule and remote work stipend.

How to Apply

Ready to make a meaningful impact in the healthcare information space? Submit your application through the link below and join a team that values your voice, your growth, and your dedication to service excellence.

Apply to this job at brighthush

Closing Statement

At brighthush, we believe that every interaction has the power to transform a patient’s experience and streamline the flow of critical health information. If you are a bilingual professional with a passion for customer service, a knack for navigating complex processes, and a desire to work in a forward‑thinking, remote environment, we invite you to bring your talents to our team. Join us in shaping the future of medical records release and in delivering peace of mind to patients and providers alike.