Dedicated TPV Customer Service Representative – Independent Verification Specialist for Medicare Enrollment – Join brighthush

About brighthush

At brighthush, we are redefining the way people protect their health and future. As a leading innovator in the health‑insurance space, brighthush blends cutting‑edge technology with a people‑first culture to deliver seamless, compliant, and compassionate service to millions of consumers. Our mission is simple yet powerful: to empower individuals to make informed decisions about their Medicare plans, ensuring they receive the coverage they need without confusion or pressure.

Position Overview

We are seeking a meticulous, empathetic, and highly organized TPV Customer Service Representative to join our dynamic team. In this role, you will serve as the critical independent checkpoint between a licensed agent’s sales conversation and the final enrollment submission. Your primary responsibility is to verify that each consumer fully understands the plan they have chosen, is ready to enroll, and has provided clear, voluntary consent before the application proceeds.

This is a non‑sales position. You will not be selling, recommending, or enrolling consumers in Medicare Advantage, Part D, or any other health‑insurance product. Instead, you will work independently from the agents whose enrollments you verify, ensuring transparency, compliance, and consumer protection.

Key Responsibilities

• Conduct Verification Calls: Execute recorded, scripted verification calls with consumers, following approved TPV scripts word for word to maintain consistency and compliance.
• Authenticate Identity: Confirm consumer identity and required demographic and eligibility details before proceeding with any enrollment.
• Educate & Confirm: Verify that the consumer understands the selected plan, effective date, and key plan elements as outlined in the script.
• Obtain Consent: Secure and document the consumer’s clear, voluntary consent to enroll, ensuring all regulatory requirements are met.
• Identify Red Flags: Halt or fail a verification when a consumer is confused, hesitant, did not request the plan, or reports pressure or misleading statements.
• Escalate Issues: Report suspected agent misconduct, consumer complaints, and potential fraud to Compliance on the same day.
• Record Outcomes: Accurately log call outcomes, reason codes, and notes in the verification system.
• Protect Sensitive Information: Safeguard consumer PHI and PII in line with HIPAA and brighthush privacy policies.
• Meet Performance Targets: Achieve quality, accuracy, and productivity benchmarks set by the TPV Supervisor.
• Continuous Improvement: Participate in call calibration, quality reviews, and coaching sessions to refine skills and maintain high standards.
• Embrace Feedback: Remain coachable, open‑minded, and receptive to constructive feedback—because growth is part of our culture.

Essential Qualifications

• Minimum of 1 year of call center or customer service experience.
• Typing speed of at least 35 words per minute with high accuracy.
• Ability to read scripts verbatim in a clear, professional, and patient manner.

Preferred Qualifications

• Prior experience in TPV, quality assurance, or compliance call roles.
• Background in Medicare, health insurance, or healthcare call centers.
• Familiarity with Medicare Advantage, Part D, or ACA Marketplace terminology.
• Bilingual proficiency in English and Spanish (highly valued).
• Experience with CRM, dialer, and call recording platforms.

Key Skills & Competencies

• Attention to Detail: Ability to follow scripts precisely and capture nuanced information.
• Communication: Clear, concise, and empathetic verbal communication skills.
• Analytical Thinking: Quick assessment of consumer intent and potential red flags.
• Integrity & Ethics: Commitment to upholding compliance standards and protecting consumer interests.
• Adaptability: Comfortable working in a fast‑paced, evolving environment.
• Team Collaboration: Willingness to engage in coaching and calibration sessions.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional journey should be as rewarding as the service you provide. As a TPV Representative, you will:

• Gain in‑depth knowledge of Medicare products and regulatory frameworks.
• Develop expertise in compliance, quality assurance, and data integrity.
• Access to continuous learning modules, webinars, and industry certifications.
• Opportunity to transition into senior compliance roles, quality assurance leadership, or product training positions.
• Mentorship from seasoned professionals who champion your growth.

Work Environment & Culture

brighthush fosters a culture of transparency, collaboration, and innovation. Our remote‑first approach means you can work from anywhere while staying connected through:

• Weekly virtual team huddles and knowledge‑sharing sessions.
• Real‑time collaboration tools and a supportive peer network.
• Open communication channels with leadership and compliance teams.
• A commitment to work‑life balance, with flexible scheduling options.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive base salary complemented by:

• Performance‑based bonuses tied to quality and accuracy metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and sick leave.
• Employee wellness programs and mental health resources.
• Professional development stipend and tuition reimbursement.
• Employee referral bonuses and recognition programs.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization that values integrity, innovation, and the well‑being of both our customers and employees. You’ll:

• Play a pivotal role in safeguarding consumer rights and ensuring compliance.
• Work alongside passionate professionals dedicated to making a difference.
• Enjoy a culture that celebrates achievements, encourages growth, and rewards hard work.
• Benefit from a supportive environment that prioritizes your personal and professional development.

How to Apply

Ready to make a meaningful impact? Submit your application through our careers portal or click the link below to join the brighthush team.

Apply to This Job

Equal Opportunity Statement

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. brighthush will provide reasonable accommodations for qualified individuals with disabilities.