Bilingual Customer Advocate – Remote Full‑Time Role Supporting Veterans, Healthcare & Insurance Services

Why Join brighthush?

At brighthush, we believe that every interaction is an opportunity to make a real difference. As a proudly veteran‑owned organization, our mission is to empower those who have served our nation and the families they cherish. We combine cutting‑edge technology with heartfelt service to create a supportive community where every employee can thrive while delivering exceptional assistance to our customers. If you’re passionate about helping others, thrive in a dynamic remote environment, and want to be part of a purpose‑driven team, brighthush is the place where your career and your values intersect.

Position Overview

We are seeking enthusiastic, bilingual (English/Spanish) Customer Advocates to join our rapidly expanding Customer Service Division. This full‑time, 100% remote role offers a structured seven‑week onboarding program, ongoing coaching, and a clear pathway for professional growth. As a Customer Advocate at brighthush, you will be the voice of the organization, providing compassionate, accurate, and timely assistance to veterans, their families, and other customers navigating complex insurance, medical, and benefits information.

Key Responsibilities

• Customer Interaction: Answer inbound calls, emails, and chat messages in both English and Spanish, delivering clear, empathetic, and solution‑focused support.
• Issue Resolution: Diagnose and resolve a wide range of inquiries related to health insurance plans, medical benefits, claims status, and technical platform usage while maintaining a professional tone.
• System Management: Efficiently navigate multiple web‑based platforms, CRM tools, and internal databases to retrieve, update, and verify customer information.
• Documentation: Accurately log all interactions, actions taken, and outcomes in the CRM system, ensuring compliance with privacy regulations and internal quality standards.
• Collaboration: Partner with cross‑functional teams—including claims specialists, benefits coordinators, and technical support—to escalate complex cases and guarantee seamless resolutions.
• Continuous Learning: Participate in weekly training sessions, webinars, and knowledge‑base updates to stay current on evolving medical terminology, insurance policies, and brighthush service offerings.
• Quality Assurance: Meet or exceed performance metrics such as average handle time, first‑call resolution, customer satisfaction scores, and adherence to schedule.
• Advocacy: Serve as a trusted advisor, proactively identifying opportunities to improve processes, enhance the customer experience, and contribute ideas for service innovation.

Essential Qualifications

• Education: High school diploma or equivalent required; an associate’s or bachelor’s degree is preferred.
• Experience: Minimum of 1 year in a remote customer service environment, preferably within insurance, healthcare, social services, or related fields.
• Bilingual Proficiency: Fluency in both English and Spanish (spoken and written) with the ability to switch seamlessly between languages during a single interaction.
• Technical Aptitude: Demonstrated competence with Microsoft Office Suite (Outlook, Teams, Word, Excel, OneNote) and comfort learning new web‑based platforms quickly.
• Communication Skills: Exceptional active‑listening abilities, clear articulation, and a calm, empathetic demeanor when handling sensitive or high‑stress situations.
• Organizational Skills: Strong attention to detail, ability to multitask, and a systematic approach to managing high‑volume inquiries.
• Reliability: Consistent attendance, adherence to scheduled shifts (8‑hour blocks between 8:00 a.m. and 8:00 p.m. EST), and a dedicated home office setup meeting brighthush’s technical requirements.

Preferred Qualifications & Desirable Experience

• Previous experience in medical billing, health insurance plan administration, or mental‑health support services.
• Familiarity with veteran‑specific benefits programs, such as VA health care, TRICARE, or other government‑funded health plans.
• Track record of success in high‑volume, remote call‑center environments with complex case handling.
• Certification in customer service excellence (e.g., HDI, CCSP) or related fields.
• Demonstrated commitment to diversity, equity, and inclusion initiatives, especially those supporting veteran communities.

Core Skills & Competencies

• Empathy & Compassion: Ability to connect with callers on a personal level, recognizing the unique challenges faced by veterans and their families.
• Problem‑Solving: Quick identification of root causes and formulation of effective solutions, even when information is incomplete.
• Adaptability: Comfort working in a fast‑changing environment, handling new policies, software updates, and evolving customer expectations.
• Time Management: Efficiently prioritize tasks to meet service level agreements while maintaining high quality.
• Team Orientation: Collaborative mindset, willingness to share knowledge, and support peers during peak periods.
• Technical Literacy: Ability to troubleshoot basic technical issues (e.g., login problems, navigation errors) and guide customers through digital tools.

Compensation, Benefits & Perks

brighthush offers a competitive starting wage of $19.00 per hour for bilingual candidates, with performance‑based bonuses and opportunities for wage advancement as you demonstrate expertise and leadership. Our comprehensive benefits package includes:

• Medical, dental, and vision insurance with options for dependents.
• Paid time off (PTO), sick leave, and paid holidays.
• Retirement savings plan with company matching contributions.
• Employee Assistance Program (EAP) focused on mental‑health support for both staff and veterans.
• Professional development stipend for certifications, courses, or conferences.
• Remote‑work allowance covering ergonomic equipment, high‑speed internet, and office supplies.
• Recognition programs that celebrate outstanding service and community involvement.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. We provide clear pathways to advance into senior advocacy roles, team lead positions, quality assurance, training, and even management. Our internal mobility program encourages employees to explore cross‑functional experiences, such as:

• Specializing in claims adjudication or benefits enrollment.
• Transitioning to a mentorship or coaching role for new hires.
• Joining our process‑improvement task force to shape future service delivery models.
• Participating in leadership development tracks designed for high‑potential talent.

Work Environment & Culture at brighthush

Our remote‑first philosophy is built on trust, accountability, and a deep sense of community. Even though you’ll be working from home, you’ll never feel isolated. Highlights of our culture include:

• Mission‑Driven Community: Regular virtual town halls, veteran‑focused storytelling sessions, and opportunities to volunteer with partner organizations.
• Inclusive Atmosphere: A workplace that celebrates diversity, with employee resource groups for veterans, bilingual staff, and mental‑health advocates.
• Collaborative Technology: Use of Microsoft Teams, Slack, and a robust knowledge base to stay connected with peers and supervisors.
• Wellness Focus: Access to virtual fitness classes, mindfulness workshops, and a flexible schedule that respects work‑life balance.
• Recognition & Celebration: Monthly awards, peer‑nominated accolades, and a culture that highlights both individual and team achievements.

Application Process & Next Steps

Ready to turn your passion for service into a rewarding career? Follow these steps to apply:

1. Submit your updated resume highlighting bilingual experience and any relevant insurance or healthcare background.
2. Complete the online pre‑employment questionnaire and upload any supporting documents (e.g., certifications).
3. Participate in a virtual interview with a hiring manager and a senior Customer Advocate to discuss your experience and fit.
4. Successfully pass a pre‑employment drug screening and criminal background check.
5. Begin your seven‑week comprehensive training program, designed to equip you with the knowledge, tools, and confidence to excel.

We encourage you to apply as soon as possible to secure consideration for the upcoming onboarding cohort.

Join brighthush – Where Your Purpose Meets Your Profession

If you are driven by a desire to make a tangible impact, enjoy solving complex problems, and thrive in a supportive, remote environment, brighthush wants to hear from you. Bring your bilingual talent, your commitment to service, and your enthusiasm for continuous learning. Together, we’ll empower veterans, improve lives, and build a brighter future for every customer we serve.