Transparency is nonexistent, and the contradictions run deep. - Customer Service Representative Brightside Health Employee Review

This company markets itself as one that prioritizes mental health—but if that were true, we wouldn’t have dropped $500+ surprise bills on patients right before Christmas. These charges were the result of a system failure that delayed billing, but instead of owning up to the error with empathy, or waiting until after the holidays, we sent the invoices anyway. Worse, we’re in the middle of charging $95 per session to individuals who were told (by us) we were in-network with their insurance, only for them to find out—after multiple sessions—that we weren’t. These patients were misled, yet they’re being held financially responsible for our mistake. The solution? A “gracious” offer of a payment plan and a scripted apology. If someone had ten sessions, they now owe $950 for care they believed was covered. If this company cared even remotely, they would at the very least inform customer support—the first point of contact for members—before dropping the ball. Instead, we find out alongside the patients when phones start ringing off the hook. Transparency? It doesn’t exist here. The decision-makers act like the word has been scrubbed from their vocabulary. In January 2023, someone left a review here noting that “They are struggling for unknown reasons, since they constantly talk about how 'well positioned' they are, and transparency surrounding the struggle is nonexistent until the day of layoffs.” Two years later, nothing has changed. We’ve just endured yet another round of layoffs (following one in January 2025), both executed with the same lack of grace and clarity. And to be clear: I’m not a bitter ex-employee. I still work here. This is simply an honest look at what’s really going on behind the scenes. Last December, right after we dropped surprise bills on members, leadership handed out unnecessary promotions and raises for “senior” titles that didn’t even exist before—roles seemingly created to justify salary bumps for select people. Then, they laid off employees right before merit raises were due, only to give out insulting raises that had nothing to do with performance or metrics. No explanation, just a collective sense of disappointment and disrespect. There’s no appreciation here—just corporate spin and empty words. If you speak up or ask for transparency, and your message doesn’t align with the rose-colored narrative leadership wants to sell, you’re instantly labeled as negative. There’s even more that I’m leaving out but at this point, I’m just tired. I now expect nothing from this company. The contradictions and disappointments no longer surprise me. It’s painful to see how far they stray from their supposed “Mental health is at the center of what we do.” There is no “BrightSide”. If you value transparency, integrity, and respect—run. Or, perhaps wait until the next layoffs (you know, the ones they said weren’t going to happen again in the last layoffs) and maybe you’ll get a severance. Cheers.