Bilingual Customer Success Specialist – Healthcare Enrollment & Family Support (English/Spanish) – Remote, Full Time, Mid Level

About brighthush

At brighthush, we are redefining the way people experience healthcare. Our mission is to empower patients and their families with compassionate, technology‑driven support that bridges the gap between clinical care and everyday life. As a leader in virtual dementia care, we combine cutting‑edge digital tools with a human touch to deliver personalized, comprehensive services that improve outcomes and enhance quality of life for those living with dementia and their caregivers.

Our culture is built on collaboration, innovation, and a relentless focus on customer success. We celebrate diversity, encourage continuous learning, and reward excellence. Whether you’re a seasoned professional or a recent graduate, brighthush offers a dynamic environment where your contributions directly impact the health and happiness of our community.

Why This Role Matters

As a Bilingual Customer Success Specialist, you will be the frontline advocate for families navigating the complexities of dementia care. Your expertise in enrollment, scheduling, and patient support will ensure that every member receives seamless, culturally sensitive service. By leveraging your strong interpersonal skills and healthcare experience, you will help transform the patient journey from confusion to confidence.

Key Responsibilities

• Guide Families Through the Care Journey: Act as the primary point of contact for new and existing members, providing clear, empathetic guidance on enrollment, benefits, and service options.
• Manage Referrals and Care Coordination: Coordinate with internal teams and external partners to secure timely referrals, schedule appointments, and track care plans.
• Enroll Members Efficiently: Use our EMR and CRM systems to capture accurate data, verify eligibility, and complete enrollment workflows with precision.
• Resolve Complex Issues: Escalate and troubleshoot challenges, ensuring swift resolution while maintaining a high level of customer satisfaction.
• Maintain Data Integrity: Keep all patient records up to date, ensuring compliance with HIPAA and other regulatory standards.
• Collaborate Across Departments: Work closely with clinical, billing, and technical teams to deliver a cohesive, patient‑centered experience.
• Provide Continuous Feedback: Share insights on process improvements, emerging trends, and customer pain points to help shape future services.

Essential Qualifications

• Minimum of 4 years of customer service experience in a healthcare setting, preferably with virtual or remote care.
• Fluency in both English and Spanish, with strong written and verbal communication skills in both languages.
• Proven ability to enroll patients, schedule appointments, and manage referral workflows.
• Experience using Electronic Medical Records (EMR) and Customer Relationship Management (CRM) platforms.
• Knowledge of E‑Verify and other compliance tools.
• Strong organizational skills, with the ability to manage multiple priorities in a fast‑paced environment.
• Excellent active listening and problem‑solving abilities.
• Comfortable working in Pacific and Mountain Standard Time zones (PT/MT).

Preferred Qualifications

• Background in dementia or chronic disease management.
• Experience with telehealth platforms and virtual care coordination.
• Certification in Customer Success or related fields.
• Proficiency in additional languages (e.g., Portuguese, French).
• Knowledge of billing codes, insurance verification, and reimbursement processes.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Technical Proficiency: Comfortable navigating multiple software systems, including EMR, CRM, and scheduling tools.
• Communication Excellence: Clear, concise, and compassionate communication in both English and Spanish.
• Analytical Thinking: Ability to interpret data, identify trends, and recommend actionable improvements.
• Adaptability: Thrive in a remote, evolving environment while maintaining high productivity.
• Team Collaboration: Work effectively with cross‑functional teams to achieve shared goals.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured mentorship programs pairing you with senior leaders.
• Access to industry conferences, webinars, and training courses.
• Internal career pathways that allow you to transition into roles such as Care Coordinator, Clinical Program Manager, or Customer Success Lead.
• Regular performance reviews and personalized development plans.

Work Environment & Culture

Our remote-first model empowers you to work from anywhere in the United States while staying connected to a vibrant, collaborative community. You’ll enjoy:

• Flexible scheduling within PT/MT hours to accommodate your personal commitments.
• Weekly virtual team huddles and monthly all‑hands meetings.
• A culture that values transparency, inclusivity, and continuous improvement.
• Access to a digital wellness platform that supports mental and physical health.

Compensation & Benefits

We offer a competitive salary range of USD 60,320 – 72,800 per year, commensurate with experience and qualifications. In addition, you will receive:

• 401(k) plan with company matching.
• Generous paid time off (PTO) and sick leave.
• Comprehensive health, dental, and vision insurance.
• Flexible spending accounts (FSA) and health savings accounts (HSA).
• Paid parental leave and adoption assistance.
• Employee assistance program (EAP) and mental health resources.
• Professional development stipend and tuition reimbursement.

How to Apply

Ready to make a tangible difference in the lives of families navigating dementia care? Submit your resume and a brief cover letter outlining your bilingual experience and why you’re passionate about customer success at brighthush. We look forward to exploring how your unique skills can help us elevate our service and expand our impact.

Join brighthush today and become part of a team that is dedicated to transforming healthcare through empathy, technology, and unwavering commitment to our patients and their families.