Dedicated Remote Customer Service Specialist – Health Benefits & Enrollment Support – Empowering Texans with Seamless Access to Public Health Programs at brighthush

Introduction

At brighthush, we are redefining how Texans connect with the health benefits they deserve. As a leading public‑sector service provider, we partner with state and local governments across Texas to design customer‑centric solutions that streamline enrollment, enhance accessibility, and ultimately improve health outcomes for millions of residents. Our mission is simple yet powerful: make health benefits easy to understand, easy to access, and easy to manage.

We are looking for a dedicated Remote Customer Service Specialist to become the frontline advocate for Texans seeking assistance with Medicaid, CHIP, and other state‑level health benefit programs. In this role, you will guide individuals through complex enrollment processes, resolve issues, and instill confidence that they are receiving the support they need. This is more than a job—it’s a chance to make a tangible difference in people’s lives while growing your career in a dynamic, mission‑driven environment.

Why This Role Matters

Every call you handle, every email you respond to, and every piece of information you share has a direct impact on a person’s health and well‑being. By ensuring Texans can navigate the often‑confusing world of public health benefits, you help them gain access to essential medical care, preventive services, and financial relief. Your work supports the broader goal of building a healthier, more equitable Texas—one conversation at a time.

Key Responsibilities

As a Remote Customer Service Specialist, you will deliver high‑quality, compassionate support across multiple communication channels. Your day‑to‑day tasks will include:

• Multi‑Channel Support: Respond to inbound inquiries via telephone, Interactive Voice Response (IVR), web chat, email, and other approved methods while maintaining strict adherence to performance standards, policies, and privacy regulations.
• Program Education: Provide clear, accurate information about health benefit programs, enrollment procedures, and available service options to consumers, prospective enrollees, and their representatives.
• Data Integrity: Document every interaction in our customer relationship management (CRM) system, ensuring data accuracy, confidentiality, and compliance with all regulatory requirements.
• Transaction Management: Execute enrollment updates, benefit adjustments, and document requests in accordance with established guidelines to guarantee precision and completeness.
• Technical Troubleshooting: Navigate multiple computer systems simultaneously, enter data efficiently, and resolve basic technical issues while maintaining a positive customer experience.
• Fulfillment Coordination: Coordinate the delivery of customer requests for materials via mail, email, or electronic delivery, ensuring timely and secure completion.
• Escalation Protocols: Identify and elevate complex or sensitive issues to the appropriate internal or external stakeholders, following established escalation procedures and ensuring timely resolution.
• Accessibility Support: Facilitate translation or interpretation services for non‑English speaking customers, ensuring clear communication and compliance with accessibility standards.
• Continuous Improvement: Collaborate with supervisors and team members to identify service improvement opportunities, share best practices, and maintain up‑to‑date knowledge of all programs, systems, and policies.
• Performance Excellence: Meet or exceed Quality Assurance (QA), productivity, and other key performance metrics, and actively participate in continuous improvement initiatives.
• Professional Development: Attend required training sessions, workshops, and team meetings to stay current on program updates, technology enhancements, and regulatory changes.
• Additional Duties: Perform any other responsibilities assigned by management to support the overall success of the team and organization.

Essential Qualifications

• High school diploma or GED (or equivalent combination of education and experience).
• 0–6 months of relevant professional experience in customer service, call center, or health benefits support.
• Proficient typing skills (minimum 35 words per minute) and strong written communication abilities.
• Demonstrated ability to work under pressure, maintain composure, and deliver high‑quality service during peak call volumes.
• Strong organizational skills and the ability to prioritize tasks effectively in a dynamic environment.
• Basic computer aptitude in Windows and/or Mac operating systems, with familiarity in using multiple applications simultaneously.
• Capacity to handle 100+ calls per day, including repetitive inquiries, while maintaining accuracy and empathy.
• Commitment to confidentiality and adherence to privacy regulations (e.g., HIPAA, FERPA).

Preferred Qualifications

• Prior experience in a health benefits, insurance, or public‑sector customer service role.
• Knowledge of health benefit programs such as Medicaid, CHIP, or other state‑level initiatives.
• Experience with CRM platforms (e.g., brighthush) and call‑center software.
• Multilingual proficiency (Spanish, French, or other languages) is a plus.
• Certification in customer service or call‑center operations (e.g., Certified Customer Service Professional).
• Experience with data entry, document management, and electronic communication tools.

Skills & Competencies

• Customer‑Centric Mindset: Passion for helping others and a genuine desire to improve the customer experience.
• Communication: Clear, concise, and empathetic verbal and written communication skills.
• Problem‑Solving: Ability to analyze situations, identify root causes, and implement effective solutions.
• Adaptability: Comfortable working in a fast‑paced, evolving environment and quickly learning new systems.
• Team Collaboration: Willingness to share knowledge, support peers, and contribute to a positive team culture.
• Attention to Detail: Meticulous data entry and documentation practices to ensure compliance and accuracy.
• Time Management: Efficiently manage multiple tasks and priorities while meeting performance targets.

Career Growth & Learning Opportunities

At brighthush, professional development is a shared responsibility. As a Customer Service Specialist, you will have access to:

• Comprehensive onboarding and paid training programs covering program knowledge, system navigation, and customer‑service best practices.
• Ongoing workshops, webinars, and conferences that keep you at the forefront of industry trends and regulatory changes.
• Clear career pathways, including opportunities to advance to Senior Specialist, Team Lead, or Program Analyst roles.
• Mentorship programs that pair you with experienced leaders to guide your growth and skill development.
• Access to a robust learning platform with courses on communication, data analytics, and health policy.

Work Environment & Culture

brighthush fosters a culture of inclusion, innovation, and impact. Our remote work model offers flexibility while maintaining strong team cohesion through:

• Regular virtual team huddles, knowledge‑sharing sessions, and cross‑functional collaboration.
• Open‑door communication channels with leadership, ensuring your voice is heard and valued.
• A commitment to work‑life balance, with flexible scheduling options and a supportive environment.
• Recognition programs that celebrate achievements, milestones, and contributions to our mission.

Compensation & Benefits

While specific salary ranges may vary based on experience, we offer a competitive compensation package that includes:

• Base salary commensurate with industry standards and your experience level.
• Paid, comprehensive training with a $1.00 per hour increase upon successful completion.
• Full‑time remote work with an initial onsite orientation day.
• Health, dental, vision, and prescription insurance plans, along with a partially funded Health Savings Account (HSA).
• 401(k) retirement savings plan with company matching.
• Paid time off, holidays, sick leave, and short‑ and long‑term disability coverage.
• Employee Assistance Program (EAP) for physical, emotional, and financial wellness.
• Tuition reimbursement for approved courses and certifications.
• Employee discounts on auto, home, renter’s, pet insurance, and other partner services.
• Recognition platform and bonus opportunities based on performance.
• Equipment and technology stipend to support your remote work setup.

How to Apply

Ready to make a difference in the lives of Texans while advancing your career? Click the link below to submit your application and join the brighthush team.

We look forward to welcoming you to a community that values your expertise, supports your growth, and celebrates your impact.