Customer Care Navigator – ABA Services Specialist (Remote – PA/NJ/DE) – Full‑Time Role at brighthush

About brighthush – Pioneering Health & Wellness in the Greater Philadelphia Region

At brighthush, we are more than a health insurance organization—we are a community‑focused partner dedicated to improving the health and well‑being of millions across Pennsylvania, New Jersey, and Delaware. Our mission is to deliver innovative, member‑centric solutions that empower individuals and families to lead healthier lives. As a leader in the healthcare industry, brighthush blends cutting‑edge technology, compassionate care, and deep expertise in managed health services to create a seamless experience for every member.

Our commitment to excellence is reflected in a culture that values collaboration, continuous learning, and a genuine desire to make a positive impact. We are proud of our diverse workforce, inclusive environment, and the many opportunities we provide for professional growth. If you are passionate about helping others, thrive in a dynamic remote setting, and want to be part of a forward‑thinking organization, brighthush is the place where your career can truly flourish.

Position Overview – Customer Care Navigator, ABA Services (Remote)

The Customer Care Navigator – ABA Services is a pivotal role that bridges the gap between members, providers, and internal teams. You will serve as the primary point of contact for families and caregivers seeking Applied Behavior Analysis (ABA) services, ensuring they receive accurate information, timely outreach, and seamless coordination of referrals. This remote position offers flexibility to work from anywhere within Pennsylvania, New Jersey, or Delaware while staying connected to a supportive, high‑performing team.

Key Responsibilities

• Information Provision: Deliver clear, empathetic, and accurate information about ABA coverage, eligibility criteria, and the enrollment process to members, families, and providers.
• Outreach & Engagement: Conduct proactive outreach calls to members who have expressed interest in ABA services, following up on pending applications, and addressing any concerns or barriers.
• Referral Coordination: Manage the end‑to‑end referral workflow, including verifying provider credentials, confirming service availability, and ensuring that referrals are entered correctly into the system.
• Assessment & Documentation: Perform comprehensive needs assessments, document interactions in the electronic health record (EHR) system, and maintain up‑to‑date case notes that comply with regulatory standards.
• Collaboration: Partner with internal clinical teams, case managers, and external providers to resolve complex issues, streamline processes, and improve overall member satisfaction.
• Quality Assurance: Monitor key performance indicators (KPIs) such as call resolution time, referral turnaround, and member satisfaction scores, and contribute ideas for continuous improvement.
• Technology Utilization: Leverage Microsoft Outlook, Word, Excel, Adobe Acrobat, and Microsoft Authenticator to manage communications, generate reports, and protect sensitive data.
• Regulatory Compliance: Stay current with state and federal regulations governing ABA services, ensuring all interactions and documentation meet compliance requirements.

Essential Qualifications

• Education: Bachelor’s degree in Social Work, Psychology, Healthcare Administration, or a closely related field.
• Experience: Minimum of 3 years of experience in healthcare, managed care, or a related customer service environment, with a demonstrated focus on behavioral health or ABA services.
• Technical Proficiency: Strong computer skills, including advanced use of Microsoft Outlook, Word, Excel, Adobe Acrobat, and familiarity with Microsoft Authenticator for secure access.
• Communication Skills: Excellent verbal and written communication abilities, with a talent for translating complex healthcare information into understandable language for diverse audiences.
• Assessment Capability: Proven ability to conduct thorough needs assessments, identify gaps in service, and recommend appropriate solutions.
• Customer‑Centric Mindset: A genuine passion for helping families navigate the healthcare system and a commitment to delivering a superior member experience.

Preferred Qualifications

• Master’s degree in a relevant discipline (Social Work, Psychology, Public Health).
• Direct experience working with ABA providers, families of children with autism spectrum disorder, or other developmental disabilities.
• Certification in case management, health coaching, or a related professional credential.
• Familiarity with electronic health record (EHR) platforms and case management software.
• Experience in a remote work environment, demonstrating self‑discipline, time‑management, and virtual collaboration skills.

Core Skills & Tools

• Microsoft Outlook – email management, calendar scheduling, and secure messaging.
• Microsoft Word – document creation, formatting, and template development.
• Microsoft Excel – data analysis, reporting, and tracking of referral metrics.
• Adobe Acrobat – PDF creation, editing, and secure document handling.
• Microsoft Authenticator – multi‑factor authentication for data security.
• Strong interpersonal skills – empathy, active listening, and conflict resolution.
• Analytical thinking – ability to interpret data, identify trends, and propose actionable improvements.

Career Growth & Learning Opportunities at brighthush

Joining brighthush means stepping onto a clear pathway for professional advancement. As a Customer Care Navigator, you will have access to:

• Mentorship Programs: Pairing with senior case managers and clinical leaders to deepen your expertise in ABA and broader behavioral health services.
• Continuing Education: Tuition reimbursement for relevant certifications, webinars, and industry conferences.
• Leadership Tracks: Opportunities to transition into supervisory, training, or specialist roles within the member services or clinical operations divisions.
• Cross‑Functional Projects: Participation in initiatives that shape policy, improve technology platforms, and enhance member experience across the organization.
• Performance Recognition: Regular performance reviews, merit‑based bonuses, and awards that celebrate outstanding service delivery.

Work Environment & Culture at brighthush

brighthush prides itself on fostering an inclusive, collaborative, and innovative workplace. Even though this role is remote, you will feel connected through:

• Virtual Team Huddles: Daily stand‑ups, weekly round‑tables, and monthly town‑halls that keep you informed and engaged.
• Diversity & Inclusion Initiatives: Employee resource groups, cultural celebrations, and training that promote a sense of belonging.
• Well‑Being Programs: Access to mental‑health resources, virtual fitness classes, and wellness stipends.
• Technology Enablement: State‑of‑the‑art collaboration tools, secure VPN access, and a home‑office stipend to set up an ergonomic workspace.
• Transparent Leadership: Open‑door communication with senior leaders, regular updates on company strategy, and opportunities to provide feedback.

Compensation, Perks & Benefits (General Overview)

While exact figures will be discussed during the interview process, brighthush offers a competitive total rewards package that includes:

• Base salary aligned with market rates for mid‑level customer care professionals.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings options with company matching contributions.
• Generous paid time off (PTO), holidays, and sick leave.
• Flexible work schedule and remote‑work allowance.
• Professional development budget for certifications, courses, and conferences.
• Employee assistance program (EAP) for personal and family support.

Application Process & Next Steps

If you are ready to make a meaningful difference in the lives of families seeking ABA services and want to grow your career within a forward‑thinking health organization, we encourage you to apply today. To submit your application, click the link below and follow the simple steps to upload your resume and cover letter.

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Join brighthush – Where Your Compassion Meets Innovation

At brighthush, every interaction matters. As a Customer Care Navigator, you will be the trusted guide for families navigating complex ABA services, helping them access the care they need while advancing your own professional journey. We look forward to welcoming a dedicated, empathetic, and results‑driven individual to our team. Take the next step—apply now and become part of a mission‑driven organization that truly values its people.