Customer Service Representative – Remote Military Healthcare Support Specialist for TRICARE & Veteran Community Engagement

Welcome to brighthush – Where Service Meets Excellence

At brighthush, we believe that extraordinary people drive exceptional performance. As a leading provider of professional and technical services to the nation’s military community, we are dedicated to delivering seamless, compassionate, and accurate healthcare support to those who serve. Our mission‑driven culture blends cutting‑edge technology with a deep respect for the men and women in uniform, creating an environment where every employee can make a meaningful impact while advancing their own career.

We are currently expanding our front‑line team and are looking for a motivated, customer‑focused individual to join us as a Remote Customer Service Representative. In this role, you will be the trusted voice that guides TRICARE beneficiaries, providers, and military families through enrollment, claims, referrals, authorizations, and appointment scheduling. If you thrive in a fast‑paced contact‑center setting, love solving problems on the first call, and are passionate about serving the military community, this is the opportunity you’ve been waiting for.

Why Choose brighthush?

• Robust Benefits Package: Comprehensive health, dental, vision, and life insurance, generous paid time off, and a 401(k) plan with company match.
• Remote‑First Flexibility: Work from the comfort of your own home with a fully supported telework environment.
• Career Development: Ongoing training, mentorship programs, and clear pathways for promotion to senior support, team lead, or supervisory roles.
• Recognition & Rewards: Performance‑based incentives, employee‑of‑the‑month awards, and regular celebration of milestones.
• Culture of Collaboration: A supportive network of peers, managers, and leadership who value your ideas and encourage innovative solutions.

Key Responsibilities – Your Day‑to‑Day Impact

• Answer inbound calls, chat messages, emails, and other written inquiries from TRICARE beneficiaries, healthcare providers, and military families with professionalism and empathy.
• Provide accurate information and resolve issues related to enrollment, claims processing, referrals, authorizations, and appointment scheduling on the first contact whenever possible.
• Utilize sound judgment and the full suite of tools—including the CRM system, knowledge bases, and internal resources—to troubleshoot and resolve complex inquiries.
• Document every interaction meticulously in the customer relationship management (CRM) platform, ensuring data integrity and compliance with privacy regulations.
• Meet and exceed departmental productivity metrics, including call handling time, first‑call resolution rate, and attendance standards.
• Participate actively in continuous training sessions, webinars, and knowledge‑share forums to stay current on TRICARE policies, healthcare regulations, and brighthush processes.
• Collaborate with cross‑functional teams—such as claims processing, enrollment specialists, and IT support—to escalate and close out challenging cases.
• Identify trends in customer feedback and propose process improvements that enhance the overall member experience.
• Adhere to scheduled work hours, maintain a reliable internet connection, and ensure a private, secure workspace that meets brighthush’s telework standards.
• Perform any additional duties assigned by supervisors that support the mission of delivering exceptional service to the military community.

Essential Qualifications – What You Must Bring

• Education & Experience: High school diploma (or equivalent) and a minimum of two (2) years of proven customer service experience, preferably in a contact‑center environment.
• Technical Proficiency: Comfortable navigating multiple screens, web browsers, and software applications simultaneously; experience with CRM platforms is a plus.
• Remote Work Capability: Ability to work independently from a dedicated home office with high‑speed internet (minimum 25 Mbps download, 5 Mbps upload).
• Schedule Flexibility: Availability to cover any shift within the 8 AM CT – 6 PM HT window, including occasional evenings or weekends as needed.
• Communication Skills: Excellent verbal and written communication, active listening, and the ability to convey complex information clearly and courteously.
• Problem‑Solving Mindset: Demonstrated ability to take ownership of issues, think critically, and deliver resolutions efficiently.
• Security Awareness: Commitment to maintaining confidentiality and adhering to HIPAA and other relevant privacy regulations.

Preferred Qualifications – What Sets You Apart

• Prior experience with TRICARE, military health benefits, or other government‑affiliated healthcare programs.
• Familiarity with contact‑center chat messaging platforms and ticketing systems.
• Experience working in a fully remote or hybrid environment with a proven track record of self‑motivation and time‑management.
• Additional certifications such as Certified Customer Service Professional (CCSP) or related healthcare administration credentials.
• Demonstrated ability to work with diverse populations, including veterans, active‑duty service members, and their families.

Core Skills & Competencies for Success

• Empathy & Patience: Ability to connect with callers who may be stressed or frustrated, providing reassurance and clear guidance.
• Attention to Detail: Precise documentation and accurate data entry to avoid errors that could affect healthcare outcomes.
• Multitasking: Efficiently manage simultaneous communication channels while maintaining high service quality.
• Adaptability: Quickly adjust to policy updates, system changes, and evolving customer needs.
• Team Collaboration: Share knowledge, support peers, and contribute to a positive, solution‑focused team dynamic.
• Time Management: Prioritize tasks to meet call‑handling targets and ensure timely follow‑up on open cases.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As you master the fundamentals of military healthcare support, you will have access to a structured career ladder that includes:

• Advanced Specialist Tracks: Transition into roles such as Claims Analyst, Enrollment Coordinator, or Authorization Specialist.
• Leadership Pathways: Move into supervisory positions, team lead roles, or operations management with mentorship from senior leaders.
• Continuous Education: Tuition reimbursement for relevant certifications, access to online learning platforms, and internal workshops.
• Cross‑Functional Exposure: Opportunities to collaborate with IT, compliance, and quality assurance teams, broadening your skill set.

Work Environment & Culture at brighthush

Our remote workforce is united by a shared purpose: to serve those who serve. We foster a culture that values:

• Inclusivity: A welcoming environment where diverse backgrounds and perspectives are celebrated.
• Transparency: Open communication channels with leadership, regular town‑hall meetings, and clear performance metrics.
• Innovation: Encouragement to suggest process improvements, pilot new technologies, and contribute to continuous service excellence.
• Work‑Life Balance: Flexible scheduling, generous PTO, and mental‑health resources to support your overall well‑being.

Compensation, Perks & Benefits

We offer a competitive hourly wage ranging from $20.00 to $23.00 per hour**, based on experience and performance. In addition to base pay, you will receive: