Customer Service Quality Policy Analyst I – Remote Health Insurance Marketplace Data Reconciliation & Dispute Resolution Specialist (Seasonal)

Why Join brighthush?

At brighthush, we are on a mission to simplify health coverage for millions of Americans by ensuring that every enrollment transaction is accurate, transparent, and compliant. As a leader in the health‑insurance exchange ecosystem, brighthush blends cutting‑edge technology with deep policy expertise to create a seamless experience for consumers, insurers, and government partners. Our remote‑first culture empowers professionals to work from anywhere while staying connected to a purpose‑driven community that values curiosity, integrity, and continuous improvement.

Position Overview

The Seasonal Customer Service Quality Policy Analyst I is a pivotal member of brighthush’s remote case‑analysis team. In this role you will troubleshoot, reconcile, and resolve complex consumer enrollment disputes that arise from the health‑insurance marketplace. You will act as a subject‑matter expert, collaborate with technical and development teams, and champion process improvements that enhance the overall quality of our enrollment operations. This is a fully remote, seasonal opportunity that demands independence, meticulous attention to detail, and a proactive mindset.

Key Responsibilities

• End‑to‑end case management: Perform hands‑on troubleshooting, remediation, escalation, tracking, and resolution of intricate consumer enrollment disputes.
• Research & workflow investigations: Conduct deep‑dive analyses of business procedures, identify root causes of discrepancies, and recommend actionable improvements.
• Eligibility reconciliation: Analyze and resolve mismatches in eligibility data across multiple stakeholders, ensuring accurate coverage determinations.
• Subject‑matter expertise: Serve as the go‑to authority on Health Insurance Marketplace policies, regulations, and transaction standards.
• Team guidance: Provide day‑to‑day mentorship and guidance to assigned teammates, sharing best practices and troubleshooting techniques.
• Cross‑functional collaboration: Partner with technical and development teams to resolve systemic issues and enhance platform stability.
• Training material stewardship: Review, update, and validate training documentation; assist in delivering end‑user training sessions.
• Process improvement leadership: Identify recurring patterns, propose workflow enhancements, and drive continuous improvement initiatives.
• 834 file processing: Execute Advanced Resolution of 834 enrollment transaction files, ensuring compliance with industry standards.
• Additional duties: Undertake any other responsibilities assigned by the Manager to support team objectives.

A Typical Day in the Life

Morning – Case Review & Triage

You begin by logging into brighthush’s secure case management portal to review your assigned caseload and any overnight escalations. Each case presents a unique puzzle—some involve straightforward eligibility mismatches, while others require untangling multi‑layered data conflicts across disparate systems. You prioritize cases based on urgency, complexity, and potential impact on consumer coverage, flagging those that need immediate escalation to technical specialists.

Midday – Investigation & Problem‑Solving

The core of your day is spent diving into data. You reconcile eligibility records, trace the origin of discrepancies, and determine whether the issue stems from data entry errors, system processing glitches, or policy interpretation gaps. Using the Advanced Resolution tool, you process 834 file submissions, applying triage techniques, research methods, and technical knowledge to resolve each transaction. When a clear‑cut solution isn’t available, you exercise sound judgment to chart the best path forward.

Afternoon – Coordination & Collaboration

Resolution rarely happens in isolation. You coordinate with brighthush’s technical architects and development engineers to address systemic bugs or enhancements. As a recognized Marketplace expert, you field questions from colleagues, provide guidance on policy nuances, and may lead short training sessions for stakeholders on transaction triage and reconciliation best practices. Experienced analysts also mentor newer team members, fostering a collaborative learning environment.

Throughout the Day – Documentation & Process Improvement

Every interaction is meticulously documented in the case system, creating a knowledge base that fuels future efficiencies. You continuously scan for patterns—repeating data anomalies, workflow bottlenecks, or gaps in existing procedures—and submit improvement proposals. Your insights directly influence brighthush’s operational playbooks, ensuring that the organization evolves alongside the ever‑changing health‑insurance landscape.

What Makes Someone Successful in This Role?

• Comfort with ambiguity: Many cases lack a predefined playbook; you must research, hypothesize, and decide confidently.
• Detail‑orientation: Small data discrepancies can affect a consumer’s coverage; precision is non‑negotiable.
• Self‑direction: As a remote professional, you manage your own schedule while maintaining accountability for your caseload.
• Exceptional communication: Translate technical findings into clear, actionable language for both internal stakeholders and, occasionally, consumers.
• Trustworthiness: Handle confidential consumer information with the highest ethical standards.

Minimum Qualifications

• Associate’s degree or a High School Diploma/GED with at least 2 years of relevant experience in customer service, data analysis, or a related field.
• Additional 2 years of experience in a comparable role, preferably within a regulated environment.
• U.S. citizenship (required for access to federal systems).
• Ability to pass a federal background investigation granting access to government platforms.

Preferred Qualifications

• Direct experience with the Affordable Care Act (ACA) and health‑insurance marketplace processes.
• Strong written and oral communication skills, with a proven ability to convey complex information succinctly.
• Advanced customer‑service telephone experience, including outbound and inbound call handling.
• Demonstrated expertise in complex data analytics, problem‑solving, and root‑cause analysis.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) and SharePoint.
• Familiarity with federal contracts and government‑related data exchange standards.
• Hands‑on experience with the 834 enrollment transaction process.
• Ability to stay engaged, motivated, and productive in a fully remote work environment.

Core Skills & Competencies

• Analytical mindset: Ability to dissect large data sets, identify anomalies, and develop logical solutions.
• Technical fluency: Comfort navigating case management systems, data‑validation tools, and basic SQL or data‑query concepts.
• Process orientation: Keen eye for workflow inefficiencies and a passion for continuous improvement.
• Collaboration: Strong teamwork skills, even when working virtually across time zones.
• Time management: Prioritize multiple cases simultaneously while meeting strict service‑level agreements.

Career Growth & Learning Opportunities

brighthush invests heavily in the professional development of its people. As a Seasonal Analyst, you will have access to:

• Structured mentorship from senior policy analysts and technical leads.
• Online learning portals covering data analytics, health‑policy regulations, and advanced troubleshooting techniques.
• Opportunities to transition into full‑time roles such as Senior Policy Analyst, Process Improvement Lead, or Technical Business Analyst.
• Cross‑functional project assignments that broaden exposure to product development, compliance, and stakeholder management.

Compensation, Perks & Benefits

While exact compensation varies based on location, experience, and applicable clearances, brighthush offers a competitive salary range complemented by a comprehensive benefits package that may include:

• Health, dental, and vision insurance with multiple plan options.
• Retirement savings plan with employer matching contributions.
• Paid time off, holidays, and flexible scheduling to support work‑life balance.
• Remote‑work stipend for home‑office equipment and internet connectivity.
• Professional development budget for certifications, courses, and conferences.
• Employee assistance programs, wellness resources, and mental‑health support.

Work Environment & Culture at brighthush

Our remote‑first model is built on trust, transparency, and empowerment. You’ll join a diverse, inclusive team where every voice matters. brighthush celebrates:

• Innovation: We encourage creative problem‑solving and reward ideas that improve the consumer experience.
• Collaboration: Regular virtual coffee chats, team stand‑ups, and cross‑departmental hackathons keep connections strong.
• Inclusivity: A commitment to equal employment opportunity ensures that race, color, religion, sex, disability, age, sexual orientation, or national origin never influence hiring or promotion decisions.
• Well‑being: From virtual fitness challenges to mindfulness sessions, we prioritize holistic health.

Application Process

If you are a detail‑driven, self‑motivated professional who thrives in a dynamic, remote environment, we want to hear from you. Click the link below to submit your application and become part of brighthush’s mission to make health coverage simple, accurate, and accessible for all.

Apply to Join brighthush Today

Equal Opportunity Employer

brighthush is an equal‑opportunity employer. All employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, disability, age, national origin, or any other characteristic protected by law. We are committed to providing reasonable accommodations for qualified individuals with disabilities.