Dynamic Entry‑Level Customer Service Representative – Georgia Remote Evening Shift – Champion Member Support & Satisfaction Specialist at brighthush

About brighthush

brighthush is more than a health plan provider; it’s a movement that reimagines how people experience care. With a nationwide footprint that spans hospitals, clinics, and community partners, brighthush blends cutting‑edge technology with a human touch to deliver personalized, transparent, and reliable health services. Our mission is simple yet powerful: improve health outcomes by putting members at the center of everything we do. From real‑time telehealth consultations to proactive wellness programs, brighthush is constantly innovating to make healthcare accessible, affordable, and compassionate.

At the heart of our success lies a team of passionate professionals who live our core values—integrity, collaboration, and continuous improvement. Whether you’re answering a member’s question about a prescription refill or guiding a family through the enrollment process, you’ll be part of a culture that celebrates curiosity, rewards excellence, and supports every voice. If you thrive in a fast‑paced, data‑driven environment and want to make a tangible difference in people’s lives, brighthush is the place for you.

Position Overview

We’re looking for an enthusiastic, detail‑oriented Entry‑Level Customer Service Representative to join our Georgia Remote team. This evening shift (12:00 PM – 9:00 PM, Monday‑Saturday) offers a full‑time, 40‑hour schedule that supports members across a wide range of inquiries—from basic account questions to complex billing issues. As a frontline advocate for our members, you will be the voice that builds trust, resolves concerns, and enhances overall satisfaction.

Why This Role Matters

Every interaction you handle directly influences member retention, satisfaction scores, and the overall reputation of brighthush. By providing timely, accurate, and empathetic support, you help members navigate their health journey, ensuring they feel heard and valued. Your work also supports our compliance goals, protects sensitive information, and contributes to the continuous improvement of our processes.

Key Responsibilities

• Member Core Support: Address inquiries related to facility access, web support, promotional materials, ID card requests, complaints, and service reviews.
• Member Advance Support: Resolve eligibility questions, benefit clarifications, general inquiries, complaints, correspondence requests, dependent changes, new member onboarding, and internal regional requests.
• Medicare & Billing Assistance: Handle premium billing questions, EFT inquiries, reinstatement requests, and 1095 tax form requests for up to two regions.
• Escalation Management: Identify Tier‑3 escalation opportunities (e.g., SLP) and collaborate with specialized teams to resolve complex issues.
• Documentation & Compliance: Accurately record all member interactions in our CRM, ensuring adherence to privacy regulations and the brighthush Code of Conduct.
• Data‑Driven Decision Making: Analyze member data to determine appropriate actions, coordinate service recovery, and contribute to continuous improvement initiatives.
• Collaboration Across Units: Work closely with medical groups, facilities, and internal departments to gather information and resolve member concerns efficiently.
• Performance Metrics: Meet or exceed key performance indicators such as call handling time, first‑call resolution, complaint resolution, and member retention.
• Continuous Learning: Complete required training modules, pass knowledge checks, and stay current on system updates and policy changes.
• Additional Duties: Assist with special projects, process improvement tasks, and any other responsibilities as assigned by management.

Essential Qualifications

• Minimum of two (2) years of customer service experience, preferably in a health‑care or call‑center environment.
• High school diploma or GED; additional education or certifications in health‑care administration or customer service is a plus.
• Typing speed of at least 30 words per minute (WPM) with a current typing test.
• Excellent written and verbal communication skills, with the ability to convey complex information clearly and concisely.
• Strong analytical and problem‑solving abilities, including critical thinking and the capacity to handle multiple tasks simultaneously.
• Proficiency with computer systems and the ability to quickly learn new software tools used within the Membership Contact Center.
• Demonstrated ability to manage work independently, prioritize tasks, and meet deadlines with minimal supervision.
• Commitment to maintaining confidentiality and adhering to privacy regulations (e.g., HIPAA).
• Successful completion of a classification assessment and knowledge checks during training.

Preferred Qualifications

• Prior experience in a call‑center or health‑insurance setting.
• Familiarity with Medicare billing processes and member eligibility systems.
• Experience handling escalated member complaints and coordinating service recovery.
• Knowledge of brighthush’s product lines and member benefits.
• Previous exposure to compliance training and adherence to industry regulations.

Skills & Competencies

• Customer‑Centric Mindset: Passion for helping others and a genuine desire to improve member experiences.
• Communication Excellence: Clear, empathetic, and professional communication across all channels.
• Problem‑Solving: Ability to analyze issues, identify root causes, and implement effective solutions.
• Adaptability: Comfortable working in a fast‑paced environment and adjusting to changing priorities.
• Team Collaboration: Willingness to work cross‑functionally with medical groups, facilities, and internal teams.
• Data Literacy: Comfortable interpreting data, using dashboards, and reporting on key metrics.
• Technology Savvy: Quick to learn new systems, troubleshoot basic technical issues, and leverage digital tools.

Career Growth & Development

At brighthush, we believe in nurturing talent from the ground up. As an entry‑level representative, you will receive comprehensive onboarding, ongoing coaching, and access to a wealth of learning resources. Successful performers can progress to:

• Senior Customer Service Specialist – handling more complex inquiries and mentoring new hires.
• Team Lead – overseeing a group of representatives, managing schedules, and driving performance metrics.
• Process Improvement Analyst – identifying bottlenecks, proposing solutions, and implementing system enhancements.
• Member Experience Manager – shaping the overall member journey and collaborating with product teams.

We also offer cross‑training opportunities in billing, eligibility, and provider relations, enabling you to broaden your skill set and increase your value within the organization.

Work Environment & Culture

brighthush fosters a culture of inclusion, respect, and continuous learning. Our remote work model empowers you to balance professional responsibilities with personal commitments. We celebrate diversity, encourage open dialogue, and provide a supportive environment where every voice is heard. Our team values collaboration, accountability, and a shared commitment to delivering exceptional member care.

Compensation, Perks & Benefits

While specific figures vary by role and location, brighthush offers a competitive salary package that reflects your experience and the value you bring. In addition to base pay, you’ll enjoy:

• Health, dental, and vision insurance plans with generous coverage options.
• Flexible paid time off and a generous holiday schedule.
• 401(k) retirement plan with company match.
• Continuous learning stipend and access to industry‑leading training platforms.
• Employee wellness programs, including virtual fitness classes and mental health resources.
• Technology stipend to support your home‑office setup.
• Regular team‑building events, virtual coffee chats, and recognition programs.

How to Apply

If you’re ready to bring your passion for customer service to a forward‑thinking health plan that values innovation, empathy, and growth, we’d love to hear from you. Click the link below to submit your application and join the brighthush family.