Compassionate Remote Customer Care Specialist – Behavioral Health Support & Community Referral Expert
About brighthush
brighthush is a leading behavioral health organization dedicated to improving the lives of adults and children across Travis County. With a legacy spanning more than five decades, we provide comprehensive mental health, substance use, and developmental services that empower individuals and families to thrive. Our mission is simple yet profound: to deliver compassionate, evidence‑based care that transforms lives and strengthens communities.
As a remote Customer Care Specialist, you will be the first point of contact for callers seeking help, information, or referrals. You will embody the values of brighthush—empathy, integrity, and a commitment to trauma‑informed practice—while ensuring that every interaction reflects the highest standards of customer service.
Key Responsibilities
In this role, you will:
- Answer inbound calls from the public, providers, and partner agencies with professionalism and warmth.
- Conduct brief demographic screenings to assess eligibility, schedule intake appointments, or make appropriate referrals.
- Document all interactions accurately in our secure customer relationship management (CRM) system.
- Escalate crisis calls to the appropriate crisis response teams or hotlines.
- Verify insurance coverage, complete safety assessments, and coordinate initial payment requests for services.
- Provide managed‑care support by checking eligibility, issuing authorizations, and responding to inquiries.
- Identify uninsured clients and collaborate with the Consumer Benefits Office to facilitate financial assessments and referrals.
- Support unit operations and collaborate with community partners—including APD, TCSO, medical facilities, schools, and MCOs—to ensure seamless service delivery.
- Participate in ongoing training, including mandatory trauma‑informed care modules, and apply these principles in daily interactions.
- Maintain a flexible schedule to meet the needs of the organization, including occasional on‑site presence when required.
Essential Qualifications
- High School Diploma or GED equivalent.
- Valid driver’s license with a clean driving record.
- Strong verbal and written communication skills in English.
- Proficiency with computer applications, including Microsoft Office and CRM systems.
- Demonstrated ability to handle sensitive information with discretion and confidentiality.
- Commitment to providing trauma‑sensitive care and fostering a supportive environment.
Preferred Qualifications
- Bilingual proficiency in Spanish (or another language) to better serve diverse communities.
- Experience in a call center or customer service environment, preferably within healthcare or behavioral health.
- Knowledge of insurance verification processes and managed‑care operations.
- Prior exposure to crisis response or referral coordination.
Skills & Competencies
- Empathy & Compassion: Ability to connect with callers and understand their unique needs.
- Problem‑Solving: Quick thinking to resolve issues and provide accurate information.
- Attention to Detail: Meticulous documentation and adherence to protocols.
- Time Management: Efficient handling of multiple calls while maintaining quality service.
- Team Collaboration: Willingness to work with cross‑functional teams and community partners.
- Adaptability: Comfortable with changing priorities and flexible scheduling.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Care Specialist, you will have the opportunity to:
- Progress into supervisory or managerial roles within the Customer Care Program.
- Participate in specialized training programs—such as trauma‑informed care, crisis intervention, and cultural competency.
- Engage in cross‑departmental projects that broaden your skill set and professional network.
- Earn certifications relevant to behavioral health and customer service excellence.
- Receive mentorship from experienced leaders who are passionate about making a difference.
Work Environment & Culture
brighthush fosters a culture of respect, collaboration, and continuous improvement. Our remote work model empowers you to balance professional responsibilities with personal commitments while staying connected to a vibrant team. Key cultural pillars include:
- Trauma‑Sensitive Workplace: We prioritize safety, trust, and empowerment in every interaction.
- Inclusive Community: Diversity is celebrated, and all voices are valued.
- Employee Well‑Being: Programs such as Employee Assistance Programs (EAP) and wellness initiatives support your mental and physical health.
- Recognition & Rewards: Outstanding contributions are acknowledged through awards, bonuses, and public recognition.
Compensation & Benefits
We offer a competitive hourly rate of $22.15 per hour, along with a comprehensive benefits package designed to support your health, financial security, and personal growth:
- Medical, Dental, and Vision Insurance
- Generous paid vacation, holiday, and sick leave
- Life, Short‑Term, and Long‑Term Disability Insurance
- Employee Assistance Program (EAP)
- 403(b) Retirement Plan with employer match
- Gold’s Gym membership discount
- Mileage reimbursement for on‑site visits
- Professional development stipend for relevant courses and certifications
Why Join brighthush?
When you become part of brighthush, you join a team that is dedicated to making a tangible difference in the lives of those who need it most. You will:
- Engage in meaningful work that directly impacts community health.
- Collaborate with passionate professionals who share your commitment to service.
- Benefit from a supportive, flexible work environment that values work‑life balance.
- Advance your career through structured learning and leadership opportunities.
- Contribute to a legacy of compassionate care that has shaped Travis County for over 50 years.
We are proud to offer a workplace that is inclusive, respectful, and forward‑thinking. All qualified applicants will receive consideration for employment without regard to race, creed, color, religion, national origin, sexual orientation, gender identity, disability, veteran status, sex, or age.
Ready to Make an Impact?
If you are a dedicated, empathetic professional eager to provide exceptional customer care in the behavioral health sector, we invite you to apply for the Remote Customer Care Specialist position at brighthush. Join us in creating a brighter future for the people we serve.