Bilingual Customer Advocate – Remote Full‑Time Position at brighthush

About brighthush

At brighthush, we are more than a workplace – we are a purpose‑driven community dedicated to improving the lives of veterans, their families, and the broader public through exceptional service and unwavering support. Founded by veterans, our organization blends the discipline of military service with the compassion of a caring community. As a leader in remote customer service solutions for the healthcare and insurance sectors, brighthush empowers its employees to make a real difference from the comfort of their own homes.

Why This Role Matters

Our Bilingual Customer Advocate position is a critical touchpoint for individuals seeking guidance, assistance, and empathy during some of life's most challenging moments. You will be the voice that translates complex information into clear, actionable steps, ensuring every caller feels heard, respected, and supported. This is an opportunity to align your professional skills with a mission that truly matters.

Position Overview

Job Type: Full‑time, 100% remote Schedule: Monday‑Friday, 8‑hour shifts between 8:00 a.m. and 8:00 p.m. Eastern Time (flexible within this window) Compensation: Starting at $19.00 per hour for bilingual candidates, with performance‑based bonuses and a comprehensive benefits package Training: Seven‑week intensive onboarding program, followed by continuous coaching and development

Key Responsibilities

• Provide prompt, courteous, and accurate assistance to Spanish‑ and English‑speaking customers via phone, email, and chat platforms.
• Listen actively to understand each caller’s unique situation, ask clarifying questions, and demonstrate genuine empathy.
• Navigate multiple internal systems simultaneously to retrieve policy details, claim status, and benefit information while maintaining data integrity.
• Explain complex insurance, medical, and benefits terminology in plain language, ensuring callers fully comprehend their options.
• Document every interaction meticulously in the customer relationship management (CRM) system, adhering to privacy and compliance standards.
• Identify opportunities to resolve issues on the first contact, escalating only when necessary to specialized teams.
• Collaborate with cross‑functional partners—including claims, underwriting, and technical support—to deliver seamless resolutions.
• Participate in regular quality‑assurance reviews, coaching sessions, and performance metrics meetings to continuously improve service delivery.
• Contribute ideas for process enhancements, knowledge‑base updates, and training improvements based on frontline experience.

Essential Qualifications

• Education: High school diploma or equivalent; a college degree is preferred.
• Experience: Minimum of 1 year in insurance operations, remote medical or technical support, or a closely related field.
• Bilingual Proficiency: Fluent in both Spanish and English, with the ability to switch seamlessly between languages during a single interaction.
• Technical Aptitude: Comfortable navigating multiple web‑based platforms and tools concurrently.
• Attention to Detail: Proven ability to maintain accuracy while handling high‑volume inquiries.
• Organizational Skills: Strong time‑management and multitasking capabilities.
• Software Proficiency: High competency in brighthush applications, including brighthush Outlook, brighthush Teams, brighthush Word, brighthush Excel, and brighthush OneNote.

Preferred Qualifications & Desirable Experience

• Background in healthcare, insurance, social work, or mental‑health services.
• Familiarity with medical terminology, health‑plan benefit structures, and claims processes.
• Demonstrated success in high‑volume, remote customer‑service environments, especially those involving complex problem solving.
• Experience using CRM platforms, ticketing systems, or case‑management tools.
• Certification or training in conflict resolution, de‑escalation techniques, or trauma‑informed care.

Core Skills & Competencies

• Active Listening: Ability to hear beyond words, recognize emotional cues, and respond with empathy.
• Problem Solving: Quickly diagnose issues, identify root causes, and propose effective solutions.
• Communication: Clear, concise, and culturally sensitive verbal and written communication in both languages.
• Technical Fluency: Rapid learning of new software, platforms, and internal processes.
• Resilience: Maintain composure and professionalism when handling stressful or emotionally charged calls.
• Team Collaboration: Share knowledge, support peers, and contribute to a positive, inclusive team dynamic.

Compensation, Perks & Benefits

While exact figures may vary based on experience, all full‑time team members at brighthush enjoy a competitive compensation package that includes:

• Base hourly wage starting at $19.00 for bilingual candidates.
• Performance‑based bonuses tied to quality scores, customer satisfaction, and productivity metrics.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings options with employer matching contributions.
• Paid time off (PTO), sick leave, and paid holidays.
• Employee assistance program (EAP) offering counseling, financial planning, and wellness resources.
• Technology stipend to equip your home office with a reliable computer, headset, and high‑speed internet.
• Opportunities for tuition reimbursement and professional certifications.

Career Growth & Development

At brighthush, your career trajectory is shaped by your ambition and the organization’s commitment to internal mobility. As a Bilingual Customer Advocate, you can progress to:

• Senior Advocate or Team Lead, overseeing a group of remote agents.
• Specialist roles in claims adjudication, benefits analysis, or medical liaison services.
• Quality Assurance Analyst, focusing on service excellence and compliance.
• Training & Development Coordinator, designing onboarding curricula for new hires.
• Operations Management, steering strategic initiatives across multiple service lines.

Continuous learning is encouraged through monthly webinars, mentorship programs, and access to an online learning portal featuring courses on customer experience, regulatory updates, and leadership development.

Work Environment & Culture at brighthush

Our remote‑first philosophy is built on trust, flexibility, and accountability. You will join a diverse, inclusive community where:

• Veteran ownership fosters a culture of respect, integrity, and mission‑driven purpose.
• Regular virtual town halls keep every employee informed about company goals, milestones, and community impact.
• Employee resource groups (ERGs) celebrate linguistic diversity, cultural heritage, and shared interests.
• Recognition programs highlight outstanding service, innovative ideas, and collaborative spirit.
• Well‑being initiatives—including virtual fitness classes, mindfulness sessions, and mental‑health days—support a balanced lifestyle.

Application Process

Ready to make a meaningful impact from the comfort of your home? Follow these steps:

1. Submit your updated résumé and a brief cover letter outlining your bilingual experience and passion for service.
2. Complete the online pre‑employment questionnaire.
3. Participate in a virtual interview with a hiring manager and a senior advocate.
4. Undergo a pre‑employment drug screening and criminal background check (standard for all brighthush hires).
5. Begin your seven‑week onboarding journey, where you’ll receive hands‑on training, product knowledge, and mentorship.

We encourage early applications, as positions fill quickly due to high demand.

Join brighthush – Where Your Mission Meets Your Purpose

If you are a compassionate, detail‑oriented professional who thrives in a remote environment and wants to serve those who have served our nation, brighthush is the place for you. Your voice will be the bridge between complex benefits information and the families who rely on it. Together, we will continue to set the standard for exceptional, empathetic customer care.

Apply today and embark on a rewarding career that aligns your skills with a cause that matters. We look forward to welcoming you to the brighthush family.