Customer Service Specialist – Remote, Waco, TX – Health Benefits & Enrollment Support at brighthush

Introduction

Welcome to brighthush, a forward‑thinking organization dedicated to transforming the way people access and experience health benefits. We are on the lookout for a passionate, customer‑centric professional to join our Health Texas initiative as a Customer Service Specialist. This role is a gateway to a rewarding career where you’ll help individuals navigate complex benefit programs, ensuring they receive the support and information they need to make informed decisions about their health and well‑being.

As a remote‑first company, brighthush empowers its employees to work from the comfort of their own homes while maintaining a strong sense of community and collaboration. We blend cutting‑edge technology with personalized service to deliver a seamless experience for every customer. If you thrive in a fast‑paced environment, enjoy problem‑solving, and are committed to providing exceptional service, we invite you to explore this opportunity.

Key Responsibilities

In this role, you will be the frontline advocate for our customers, ensuring they receive accurate, timely, and compassionate assistance. Your day‑to‑day tasks will include:

• Answering inbound inquiries via telephone, Interactive Voice Response (IVR), web chat, and other approved channels, adhering to performance standards and privacy regulations.
• Providing clear, concise information about health benefit programs, enrollment procedures, and related services to consumers, prospective enrollees, and their representatives.
• Documenting every interaction in our customer relationship management (CRM) system, ensuring data integrity and compliance with confidentiality requirements.
• Executing transactions and tasks—such as processing enrollment requests, updating account information, and issuing materials—according to established guidelines.
• Managing multiple computer systems simultaneously while maintaining a high level of accuracy in data entry.
• Facilitating the delivery of requested materials via mail, email, or secure electronic portals.
• Escalating complex or sensitive issues to the appropriate internal or external stakeholders for resolution.
• Coordinating translation or interpretation services for non‑English speaking customers, following procedural protocols.
• Communicating proactively with supervisors about potential service delivery challenges or improvement opportunities.
• Consistently meeting or exceeding Quality Assurance (QA) metrics, productivity targets, and other key performance indicators.
• Participating in mandatory training sessions, workshops, and meetings to stay current on program updates, system enhancements, and policy changes.
• Assisting with special projects or ad‑hoc duties as directed by management.

Essential Qualifications

• High school diploma or GED (or equivalent combination of education and experience).
• 0–6 months of relevant professional experience (or equivalent).
• Availability to work full‑time shifts between 8:00 am and 6:30 pm CST (7:00 am–5:30 pm MST).
• Proficient typing skills (minimum 35 WPM).
• Strong sense of urgency and the ability to perform under pressure.
• Excellent attendance record, especially during the training period.
• Exceptional organizational and prioritization abilities.
• Basic computer proficiency in Windows and/or macOS environments.
• Capacity to handle 100+ calls per day, including repetitive inquiries.
• Willingness to work onsite on Day 1 for equipment training and to complete classroom and on‑the‑job training without missed time.
• Comfortable using a webcam during training and virtual meetings.

Preferred Qualifications

• Prior experience in a call‑center or customer‑service setting, especially within the health‑care or benefits industry.
• Knowledge of HIPAA regulations and data privacy best practices.
• Experience with CRM platforms (e.g., Salesforce, Zendesk) and call‑center software.
• Multilingual capabilities, particularly Spanish, to serve a diverse customer base.
• Demonstrated ability to resolve complex issues independently while maintaining a positive customer experience.

Skills & Competencies

• Communication: Clear verbal and written communication skills, with the ability to explain complex information in simple terms.
• Problem‑Solving: Analytical mindset to diagnose issues quickly and propose effective solutions.
• Empathy: Genuine concern for customers’ needs and a commitment to delivering a supportive experience.
• Adaptability: Flexibility to adjust to changing priorities, new technologies, and evolving policies.
• Team Collaboration: Ability to work effectively with cross‑functional teams, including supervisors, trainers, and technical support.
• Time Management: Efficiently manage time and workload to meet daily targets and deadlines.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Service Specialist, you’ll have access to:

• Comprehensive onboarding and paid training programs that elevate your knowledge and skill set.
• Ongoing professional development through workshops, webinars, and industry conferences.
• Mentorship from seasoned professionals who are passionate about your growth.
• Clear career pathways, including opportunities to advance to Senior Specialist, Team Lead, or Manager roles.
• Cross‑training in related areas such as enrollment processing, quality assurance, and data analytics.

Work Environment & Company Culture

brighthush fosters a culture of inclusion, innovation, and continuous improvement. Our remote‑first model means you can work from anywhere within the 70‑mile radius of Waco, TX, while still enjoying:

• Regular virtual team huddles and social events to build camaraderie.
• Access to a dedicated home‑office setup, including dual monitors, ergonomic peripherals, and high‑speed wired internet.
• A supportive manager who values your input and encourages open communication.
• Recognition programs that celebrate your achievements and contributions.

Compensation, Perks & Benefits

We offer a competitive base salary starting at $14 per hour, with opportunities for performance‑based bonuses. In addition to your base pay, you’ll enjoy:

• Training Completion Pay Increase: Earn an additional $1.00 per hour after completing our paid training program.
• Health & Wellness: Comprehensive medical, dental, vision, and prescription coverage, along with a partially funded Health Savings Account (HSA).
• Life & Insurance: Life insurance benefits and discounts on auto, home, renter’s, and pet insurance.
• Retirement Planning: 401(k) retirement savings plan with company matching.
• Paid Time Off: Generous PTO, holidays, sick leave, and short‑ and long‑term disability coverage.
• Wellness Resources: Access to brighthush Wellness Program and Resources, including mental health support, fitness challenges, and financial wellness tools.
• Tuition Reimbursement: Support for continuing education and skill development.
• Employee Assistance Program (EAP): Holistic support for physical, emotional, and financial well‑being.
• Discounts & Perks: Exclusive employee discounts on products, services, and entertainment.
• Recognition Platform: Opportunities to be acknowledged for outstanding performance and contributions.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven organization that values each employee’s voice and potential. We provide:

• Paid, comprehensive training that equips you with the highest levels of knowledge and professionalism.
• Clear pathways for career advancement and skill enhancement.
• A supportive, inclusive culture that celebrates diversity and fosters collaboration.
• Flexibility to balance work and life while maintaining high performance.
• Access to cutting‑edge technology that streamlines your workflow and enhances customer satisfaction.

How to Apply

If you’re ready to make a tangible impact on people’s health journeys and grow your career in a dynamic, supportive environment, we encourage you to apply today. Click the link below to submit your application and take the first step toward a rewarding future with brighthush.

Apply to brighthush Customer Service Specialist – Remote, Waco, TX

Equal Opportunity Employer

brighthush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, or any other legally protected characteristic.