Associate Customer Care Specialist – Remote Health Insurance Support & Member Services

Welcome to brighthush – A Legacy of Care and Innovation

Founded in 1934, brighthush stands as one of the oldest and most trusted health insurance providers in Ohio. With a member base exceeding 1.2 million, we deliver comprehensive health, life, disability, dental, vision, and indemnity plans that bring peace of mind to individuals, families, and businesses alike. As a mutual company owned by our policyholders, we are free from the pressures of Wall Street and can focus on what truly matters: creating high‑quality products, fostering community well‑being, and investing in the growth of our people.

Our culture is built on respect, inclusion, and continuous learning. Whether you join us from a bustling office in Brooklyn, Ohio, or from the comfort of your home, you’ll become part of a vibrant community that celebrates differences, encourages collaboration, and rewards dedication.

Why This Role Matters

As an Associate Customer Care Specialist at brighthush, you will be the frontline ambassador for our members, helping them navigate the complexities of health insurance with empathy, accuracy, and speed. This position is a gateway to a rewarding career in the insurance industry, offering a structured, year‑long training program that equips you with the knowledge and skills needed to become a trusted advisor.

Key Responsibilities

• Complete a phased training curriculum that blends classroom instruction with hands‑on, on‑the‑job learning, ensuring you master product knowledge, system navigation, and communication best practices.
• Respond to member inquiries across multiple channels—including telephone, email, live chat, and in‑person walk‑ins—delivering clear, courteous, and compliant information about health insurance products and services.
• Document interactions accurately in our CRM system, following established quality standards and data‑privacy regulations.
• Identify and resolve routine to moderately complex issues such as claim status, coverage verification, billing questions, and plan eligibility.
• Escalate high‑complexity cases to senior specialists or subject‑matter experts while maintaining ownership of the member experience.
• Participate in continuous improvement initiatives by providing feedback on processes, scripts, and technology tools.
• Adhere to call‑center operating hours (Monday‑Sunday, 8:00 AM – 8:00 PM EST) and maintain schedule flexibility to meet business needs.
• Support team goals by collaborating with peers, sharing knowledge, and contributing to a positive, high‑performing work environment.
• Perform additional duties as assigned, demonstrating adaptability and a willingness to grow.

Essential Qualifications

• Education: Associate’s degree in Business Administration, Communications, or a related field is preferred. A high school diploma or GED combined with relevant experience is acceptable.
• Experience: Minimum of 2 years in a customer‑service role, preferably within healthcare, banking, retail, hospitality, or a contact‑center environment.
• Technical Proficiency: Comfortable navigating Windows‑based systems, Microsoft Office (Word, Excel, Outlook), and basic office equipment (multi‑function copier, scanner, conference phone).
• Knowledge Base: Familiarity with standard customer‑service principles and a basic understanding of health‑insurance terminology is advantageous.
• Communication Skills: Excellent verbal and written communication, active listening, and the ability to convey complex information in simple terms.
• Professionalism: Strong work ethic, punctuality, and a commitment to maintaining confidentiality and compliance.

Preferred Qualifications & Additional Skills

• Bachelor’s degree in a relevant discipline.
• Previous experience with health‑insurance products, Medicare Advantage, or Medicaid.
• Proficiency with CRM platforms (e.g., Salesforce, Zendesk) and ticketing systems.
• Multilingual abilities, especially Spanish, to serve a diverse member base.
• Demonstrated problem‑solving aptitude and the ability to think critically under pressure.
• Certification in customer‑service excellence (e.g., HDI, COPC).

What You’ll Gain – Compensation, Benefits, and Perks

Competitive Salary & Bonus Structure

• Base compensation aligned with industry standards for entry‑level contact‑center roles.
• Performance‑based employee bonus program that rewards exceptional service.

Comprehensive Benefits Package

• Medical, dental, vision, life, and disability insurance—because we practice what we preach.
• 401(k) plan with company match up to 4 % and an additional contribution to accelerate retirement savings.
• Health Savings Account (HSA) with matching contributions to support out‑of‑pocket health expenses.
• Paid Time Off (PTO) – up to 16 days in the first year, with the ability to carry over unused days.
• Company‑observed holidays and parental leave after 120 days of service for new mothers, fathers, and adoptive parents.
• Employee Assistance Program (EAP) offering counseling, coaching, and work‑life resources.

Work‑From‑Home Essentials

• Fully equipped home office kit: laptop, dual monitors, ergonomic keyboard, mouse, and noise‑cancelling headset.
• Technical support hotline to ensure seamless connectivity.

Health & Wellness Opportunities

• Access to on‑site fitness centers at brighthush locations, or gym‑membership reimbursement where facilities are unavailable.
• Wellness classes, cardio equipment, weight rooms, and locker facilities to keep you active.
• On‑site cafeteria at the Brooklyn, OH headquarters offering hot breakfast and lunch for those who visit.
• Discount programs with local businesses and cash‑back shopping rewards for brighthush team members.

Professional Development & Career Growth

• Structured career‑development pathways with clear milestones toward senior specialist, team lead, and management roles.
• Tuition reimbursement up to $5,250 per year—the IRS maximum—to support further education.
• Mentoring and coaching programs that pair you with experienced leaders for guidance and skill‑building.
• Access to internal learning platforms, webinars, and industry certifications.
• Participation in Business Resource Groups (BRGs) that foster inclusion, networking, and community outreach.

Our Culture – The brighthush Experience

At brighthush, we believe that a thriving workforce fuels exceptional member experiences. Our core values—Integrity, Compassion, Innovation, and Collaboration—shape every interaction, from boardroom strategy sessions to daily member calls.

• Inclusive Environment: We celebrate diversity and provide a safe space where every voice is heard.
• Team‑Centric Atmosphere: Regular virtual huddles, recognition programs, and social events keep morale high.
• Community Commitment: As a mutual company, we reinvest profits into community health initiatives, volunteer programs, and charitable partnerships.
• Flexibility & Balance: Remote work options, flexible scheduling, and a supportive leadership team empower you to manage personal and professional priorities.

Day‑In‑The‑Life Snapshot

Imagine starting your day with a brief virtual stand‑up, reviewing the day’s call queue, and then diving into meaningful conversations with members who rely on brighthush for their health coverage. You’ll use state‑of‑the‑art software to pull policy details, explain benefits, and resolve billing questions—all while adhering to compliance standards. Between calls, you’ll collaborate with teammates, share best practices, and log insights that help improve our service model.

Application Process & Next Steps

Ready to launch a fulfilling career with a company that values your growth as much as its members? Follow these steps:

1. Submit your updated resume highlighting relevant customer‑service experience.
2. Complete the online assessment to showcase your communication and problem‑solving abilities.
3. Participate in a virtual interview with a hiring manager and a senior specialist.
4. Receive an offer and begin your immersive training program.

We are an Equal Employment Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, veteran status, disability, or any other protected characteristic.

Join brighthush – Make an Impact Every Day

If you are passionate about helping people, eager to learn the intricacies of health insurance, and thrive in a dynamic, supportive environment, brighthush wants to hear from you. Apply today and become part of a legacy that has been safeguarding Ohio families for over nine decades.