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

Welcome to brighthush – A Legacy of Care and Innovation

Founded in 1934, brighthush stands as one of the oldest and most respected health insurance providers in Ohio. With a member base exceeding 1.2 million, we deliver peace of mind through a comprehensive suite of health, life, disability, dental, vision, and indemnity plans. Our commitment to community, affordability, and exceptional service has made us the trusted insurer for businesses, nonprofits, and families across the state.

As a mutual company, brighthush is owned by its policyholders—not shareholders—allowing us to focus on what truly matters: creating innovative products, delivering outstanding member experiences, and investing in the people who make it all possible. If you’re passionate about helping others, thrive in a fast‑paced environment, and want to grow your career with a purpose‑driven organization, you’ve found the right place.

Why This Role Matters

The Associate Customer Care Specialist is the front line of brighthush’s member experience. You will be the trusted voice that guides members through their health insurance journey, resolves inquiries, and ensures every interaction reflects our high standards of service excellence. This is a remote, full‑time position based within a 50‑mile radius of Rossford, Ohio, offering flexible scheduling across our extensive call‑center hours (Monday‑Sunday, 8 AM‑8 PM EST).

Key Responsibilities

• Comprehensive Training: Complete a structured, up‑to‑one‑year training program that blends classroom instruction with on‑the‑job learning, covering brighthush’s product portfolio, systems, and service philosophy.
• Member Interaction: Respond to routine and moderately complex member inquiries via phone, email, chat, written correspondence, and in‑person walk‑ins after successfully completing training milestones.
• Problem Solving: Diagnose issues, provide accurate information, and guide members toward appropriate solutions while adhering to quality standards and compliance requirements.
• System Navigation: Efficiently use brighthush’s CRM, claims, and enrollment platforms to retrieve data, update records, and document interactions.
• Collaboration: Partner with cross‑functional teams—including underwriting, claims, and billing—to resolve escalated issues and ensure seamless member experiences.
• Continuous Improvement: Contribute ideas for process enhancements, share best practices, and participate in ongoing coaching sessions to refine your skill set.
• Additional Duties: Perform other tasks as assigned, supporting the broader goals of the Customer Care department and brighthush’s mission.

Essential Qualifications

• Education: Associate’s degree in Business Administration, Communications, or a related field; a Bachelor’s degree is preferred but not required.
• Experience: Minimum of 2 years of customer service experience in healthcare, banking, retail, hospitality, or a similar contact‑center environment.
• Technical Proficiency: Comfortable navigating Windows‑based computers, Microsoft Office Suite, and standard office equipment (multifunction copier/printer/scanner, conference phones).
• Communication Skills: Strong verbal and written communication abilities, with a focus on empathy, clarity, and professionalism.
• Basic Knowledge: Familiarity with health insurance terminology and concepts is a plus, though comprehensive training will be provided.
• Residency Requirement: Must reside within a 50‑mile radius of the Rossford, Ohio office to meet occasional on‑site obligations.

Preferred Qualifications & Additional Skills

• Experience with CRM platforms such as Salesforce, Zendesk, or similar systems.
• Certification in customer service excellence (e.g., HDI, COPC).
• Demonstrated ability to handle high‑volume call environments while maintaining quality metrics.
• Multilingual capabilities, especially Spanish, to serve a diverse member base.
• Proven track record of meeting or exceeding performance targets in a remote setting.

Core Competencies for Success

• Active Listening: Fully understand member concerns before responding.
• Problem‑Solving: Quickly identify root causes and propose effective solutions.
• Adaptability: Thrive in a dynamic environment with evolving policies and technology.
• Team Orientation: Share knowledge, support peers, and contribute to a collaborative culture.
• Time Management: Balance multiple inquiries while adhering to service level agreements.
• Attention to Detail: Accurately document interactions and maintain compliance standards.

Compensation, Perks, & Benefits

At brighthush, we recognize that our people are our greatest asset. While exact salary ranges will be discussed during the interview process, successful candidates can expect a competitive compensation package that includes:

• Base Salary: Market‑aligned base pay with performance‑based incentives.
• Employee Bonus Program: Quarterly bonuses tied to individual and team achievements.
• Retirement Savings: 401(k) plan with company match up to 4 % plus an additional contribution.
• Health Savings Account (HSA): Company‑matched contributions to help you save for medical expenses.
• Comprehensive Insurance: Medical, dental, vision, life, and disability coverage—designed with the same care we provide our members.
• Paid Time Off: Up to 16 days of PTO in the first year, plus company holidays and flexible parental leave after 120 days of service.
• Wellness Benefits: Access to on‑site fitness centers at many locations, gym‑membership reimbursement, and wellness challenges.
• Remote Work Toolkit: Laptop, dual monitors, ergonomic keyboard, mouse, and headset provided to ensure a productive home office.
• Learning & Development: Tuition reimbursement up to $5,250 per year, career‑development programs, mentoring, and coaching.
• Employee Assistance Program (EAP): Confidential counseling, coaching, and resources for personal and professional challenges.
• Community & Culture: Business Resource Groups, diversity and inclusion initiatives, and volunteer opportunities.

Work Environment & Culture at brighthush

Our culture is built on three pillars: Respect, Innovation, and Community. Whether you’re working from home or visiting the Rossford hub, you’ll experience:

• Inclusive Atmosphere: A workplace where every voice is heard, and differences are celebrated through Employee Resource Groups and inclusive policies.
• Collaborative Spirit: Regular virtual huddles, mentorship programs, and cross‑departmental projects that foster teamwork.
• Growth Mindset: Access to internal training portals, certifications, and leadership pathways that empower you to advance.
• Work‑Life Balance: Flexible scheduling, generous PTO, and a supportive management team that values personal well‑being.
• Recognition Programs: Monthly “Member Hero” awards, peer‑to‑peer shout‑outs, and celebration of milestones.

Career Path & Advancement Opportunities

Starting as an Associate Customer Care Specialist opens doors to a variety of career trajectories within brighthush:

• Senior Customer Care Representative: Lead complex cases, mentor new hires, and serve as a subject‑matter expert.
• Team Lead / Supervisor: Oversee a group of specialists, manage performance metrics, and drive continuous improvement initiatives.
• Quality Assurance Analyst: Evaluate interactions, develop quality standards, and coach agents on best practices.
• Product Specialist or Trainer: Leverage deep product knowledge to educate internal teams or external partners.
• Operations Management: Transition into roles that shape call‑center strategy, workforce planning, and technology adoption.

Our tuition reimbursement and professional development budget ensure you have the resources to acquire certifications, attend industry conferences, or pursue advanced degrees that align with your career goals.

Application Process & Next Steps

Ready to join a purpose‑driven organization that values your talent and invests in your future? Follow these steps to apply:

1. Prepare an updated resume highlighting relevant customer‑service experience and any health‑insurance knowledge.
2. Craft a concise cover letter that showcases your communication style, problem‑solving abilities, and why you’re excited about brighthush.
3. Submit your application through the link below. Our recruiting team will review your materials and reach out within 5‑7 business days.

We look forward to learning how your unique strengths can contribute to brighthush’s mission of delivering exceptional health‑care experiences to millions of Ohioans.

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Join brighthush – Make a Difference Every Day

At brighthush, you’re not just filling a position; you’re becoming part of a legacy that has protected families for nearly a century. If you thrive on helping people, enjoy a dynamic, supportive environment, and are eager to grow both personally and professionally, we encourage you to apply today. Together, we’ll continue to set the standard for health‑insurance excellence.