Customer Service Representative – Remote Call Center Specialist for Military Health Care Support

About brighthush

At brighthush, we are driven by a simple yet powerful mission: to empower the men and women who serve our nation by delivering exceptional health‑care support. As a leading provider of specialized health‑care solutions for military families, we combine deep industry expertise with cutting‑edge technology to create a seamless experience for TRICARE beneficiaries, providers, and partners. Our culture is built on the pillars of integrity, teamwork, and relentless innovation, and we celebrate every employee who contributes to our vision of “Extraordinary People and Exceptional Performance.”

Why This Role Matters

Our Customer Service Representatives are the front‑line ambassadors of brighthush, directly impacting the health‑care journey of thousands of service members and their families. In this remote, fast‑paced contact‑center position, you will be the trusted voice that resolves enrollment questions, claims issues, referral requests, authorizations, and appointment scheduling. Your dedication will help ensure that those who protect our freedoms receive the care they deserve—quickly, accurately, and with genuine compassion.

Key Responsibilities

• Provide Expert Assistance: Accurately answer health‑care inquiries from TRICARE beneficiaries and providers via phone, live chat, email, or other written channels, delivering clear, concise, and empathetic resolutions.
• First‑Contact Resolution: Take ownership of each interaction, applying sound judgment and leveraging brighthush’s tools to resolve issues on the initial contact whenever possible.
• Performance Excellence: Meet and exceed departmental productivity metrics, including call‑handling time, quality scores, and attendance standards, while adhering to your scheduled shift.
• Documentation & CRM Management: Capture detailed notes of every customer interaction in our Customer Relationship Management (CRM) system, ensuring data integrity and facilitating follow‑up actions.
• Continuous Learning: Participate in ongoing training programs, webinars, and knowledge‑base updates to stay current on TRICARE policies, brighthush platforms, and best‑practice customer‑service techniques.
• Collaboration & Feedback: Share insights and suggestions with team leads and quality assurance specialists to continuously improve processes and enhance the customer experience.
• Additional Duties: Perform other related tasks as assigned, including special projects, cross‑team support, and participation in virtual team events.

Essential Qualifications

• High school diploma or equivalent (GED) required.
• Minimum of two (2) years of proven customer‑service experience, preferably in a contact‑center environment.
• Demonstrated ability to navigate multiple screens, web browsers, and software applications simultaneously while maintaining accuracy.
• Strong written and verbal communication skills, with a focus on clarity, professionalism, and empathy.
• Self‑motivated and capable of thriving in a fully remote work setting, managing time effectively and meeting deadlines without direct supervision.
• Reliable high‑speed internet connection (minimum 25 Mbps download, 5 Mbps upload) and a private, secure workspace that meets data‑privacy standards.
• Flexibility to work any shift within the 8 AM CT – 6 PM HT window, including evenings and weekends as needed.

Preferred Qualifications & Experience

• Previous experience supporting TRICARE, military health‑care programs, or other government‑affiliated health services.
• Familiarity with contact‑center technologies such as live‑chat platforms, ticketing systems, and CRM tools (e.g., Salesforce, Zendesk).
• Experience handling sensitive health information in compliance with HIPAA and other privacy regulations.
• Demonstrated problem‑solving abilities, with a track record of turning challenging situations into positive outcomes.
• Recognition or awards for outstanding customer service, teamwork, or performance metrics.

Core Skills & Competencies

• Active Listening: Ability to fully understand the caller’s needs, ask clarifying questions, and respond with appropriate solutions.
• Technical Proficiency: Comfort with navigating complex software ecosystems, troubleshooting basic technical issues, and learning new platforms quickly.
• Emotional Intelligence: Sensitivity to the unique stresses faced by military families, coupled with the capacity to remain calm and supportive under pressure.
• Time Management: Skill in prioritizing tasks, managing call queues, and balancing multiple concurrent interactions without sacrificing quality.
• Team Collaboration: Willingness to share knowledge, mentor newer agents, and contribute to a positive, inclusive virtual team culture.
• Adaptability: Openness to evolving processes, policy updates, and new communication channels as brighthush continues to innovate.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Customer Service Representative, you will have access to:

• Structured Training Pathways: Comprehensive onboarding, role‑specific certifications, and ongoing skill‑enhancement workshops.
• Mentorship Programs: Pairing with seasoned agents and supervisors who can guide you toward advanced responsibilities.
• Career Ladders: Clear progression routes to senior support roles, team lead positions, quality assurance, training specialist, or even operations management.
• Cross‑Functional Exposure: Opportunities to collaborate with product, compliance, and analytics teams, broadening your understanding of the health‑care ecosystem.
• Tuition Reimbursement & Learning Stipends: Financial support for relevant certifications, courses, or degree programs that align with your career goals.

Work Environment & Culture at brighthush

We recognize that a thriving remote workforce requires more than just a laptop and internet connection. brighthush invests in a supportive, inclusive, and engaging virtual environment:

• Team‑Building Activities: Regular virtual coffee chats, game nights, and wellness challenges to foster camaraderie.
• Recognition Programs: Monthly “Service Hero” awards, peer‑to‑peer shout‑outs, and performance bonuses that celebrate exceptional contributions.
• Transparent Leadership: Open‑door (virtual) communication with senior leaders, quarterly town halls, and clear updates on company direction.
• Diversity & Inclusion: Commitment to building a workforce that reflects the communities we serve, with employee resource groups and inclusive policies.
• Work‑Life Balance: Flexible scheduling, generous paid time off, and mental‑health resources to ensure you can recharge and stay resilient.

Compensation, Perks & Benefits

brighthush offers a competitive compensation package designed to attract and retain top talent:

• Hourly Wage: $20.00 – $23.00 per hour, based on experience and performance.
• Health & Wellness: Comprehensive medical, dental, and vision plans, plus a health‑savings account (HSA) option.
• Retirement Savings: 401(k) plan with company match to help you build long‑term financial security.
• Paid Time Off: Generous vacation, sick leave, and paid holidays, plus additional days for military family observances.
• Remote Work Stipend: Monthly allowance for home‑office equipment, internet service, and ergonomic accessories.
• Professional Development: Access to online learning platforms, certification reimbursements, and internal training modules.
• Employee Assistance Program (EAP): Confidential counseling, legal advice, and financial planning resources.

How to Apply

If you are passionate about serving those who serve, possess a strong customer‑service background, and thrive in a dynamic remote environment, we want to hear from you. Join brighthush and become part of a mission‑driven team that makes a tangible difference in the lives of military families every day.

Apply Now – Start Your Journey with brighthush

Closing Statement

At brighthush, your work is more than a job—it’s a calling. By delivering accurate, compassionate, and timely support, you help safeguard the health and well‑being of those who protect our nation. Take the next step in your career and become a vital part of a community that values excellence, integrity, and service. Apply today and help us continue to set the standard for military health‑care support.