Dynamic Remote Bilingual Customer Experience Specialist – Spanish & English – High‑Volume Health Insurance Support, Process Improvement & Data‑Driven Service Excellence

About brighthush

brighthush is a trailblazer in the health‑insurance arena, redefining how families access care through a fully integrated, technology‑first platform. Since our inception in 2012, we have evolved from a bold experiment into a trusted partner for millions of members, delivering care that feels personal, proactive, and truly responsive. Our mission is simple: to make health care as seamless and human as a conversation with a family doctor. We achieve this by combining cutting‑edge data science, a culture of continuous improvement, and an unwavering focus on customer experience. If you are passionate about transforming the way people access and experience health care, brighthush is the place to bring your talents to life.

Why Join brighthush?

At brighthush, we believe that the best ideas come from diverse perspectives. That’s why we foster an inclusive environment where every team member can bring their authentic self to work. We celebrate curiosity, collaboration, and a shared commitment to learning. As a member of our Member and Provider Services team, you’ll be part of a high‑energy, data‑driven organization that rewards initiative, rewards results, and rewards you with the tools you need to grow.

Role Overview

As a Remote Bilingual Customer Experience Specialist, you will be the frontline voice that connects members, brokers, providers, and vendors to brighthush’s full‑stack technology platform. Your day‑to‑day responsibilities will involve handling high‑volume inquiries, resolving complex issues, and ensuring that every interaction reflects our brand’s commitment to care and clarity. You will report directly to the Concierge Operations Manager and collaborate with cross‑functional teams to continuously improve processes and elevate the member experience.

Key Responsibilities

• Master the brighthush business model, including all processes, procedures, and tools that support member, provider, and vendor interactions.
• Serve as the primary point of contact for members, brokers, providers, and vendors across multiple channels (phone, email, chat, and social media).
• Manage a balanced caseload, maintaining high productivity while meeting or exceeding quality and service delivery standards.
• Build and nurture collaborative relationships with internal partners, including underwriting, claims, and technology teams.
• Identify recurring issues and work with leadership to develop and implement process improvements.
• Monitor and track the status of all work‑in‑progress items, ensuring timely resolution and escalation when necessary.
• Escalate complex or unresolved issues through established pathways, ensuring clear communication and follow‑up.
• Adhere to all operational, regulatory, and compliance standards, particularly those related to member Personal Health Information (PHI).
• Participate in ongoing training and development initiatives to stay current with industry best practices and regulatory changes.
• Perform additional duties as assigned, contributing to the overall success of the Member and Provider Services team.

Essential Qualifications

• Fluent in both Spanish and English (reading, writing, and speaking) with full professional proficiency.
• Minimum of 1 year of experience in a high‑volume, customer‑focused environment.
• At least 6 months of experience working within the healthcare or health‑insurance sector.
• High school diploma or GED; additional education or certifications in health‑care administration, customer service, or related fields is a plus.
• Strong quantitative and analytical skills, with a proven ability to solve problems and make data‑driven decisions.
• Proficiency in manipulating and entering accurate data into spreadsheets and databases.
• Advanced knowledge of Google Suite or Microsoft Office, including Excel, Word, and PowerPoint.

Preferred Qualifications

• Experience with customer‑relationship management (CRM) systems such as Salesforce or Zendesk.
• Knowledge of HIPAA regulations and best practices for handling PHI.
• Prior exposure to process improvement methodologies (Lean, Six Sigma, Kaizen).
• Comfort with remote collaboration tools (Slack, Teams, Zoom) and a self‑motivated, disciplined work ethic.

What You’ll Bring to the Table

Communication Excellence: You’ll translate complex policy details into clear, concise, and compassionate language that resonates with members and partners alike. Your bilingual fluency will enable you to bridge cultural and linguistic gaps, ensuring every conversation feels personal and respectful.

Problem‑Solving Mindset: You’ll thrive in a fast‑paced environment, using data and intuition to diagnose issues, propose solutions, and drive continuous improvement. Your analytical skills will help you spot trends, identify root causes, and recommend actionable changes.

Collaboration & Team Spirit: You’ll work closely with cross‑functional teams, sharing insights and aligning on goals. Your ability to build trust and rapport will help create a seamless experience for members and partners.

Compliance & Integrity: You’ll uphold the highest standards of confidentiality and regulatory compliance, safeguarding member information and maintaining brighthush’s reputation for trustworthiness.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You’ll have access to a robust learning platform that includes courses on health‑care policy, data analytics, customer experience design, and leadership fundamentals. Mentorship programs pair you with senior leaders who can guide your career trajectory, whether you aspire to become a Senior Customer Experience Specialist, a Process Improvement Lead, or a future manager.

We also encourage cross‑departmental rotations, allowing you to gain exposure to underwriting, claims, technology, and product development. This holistic view of the organization will equip you with the knowledge and skills to take on more strategic roles over time.

Work Environment & Culture at brighthush

Remote‑First, Flexible: This role is fully remote, with a preference for candidates residing in Florida. You’ll have the freedom to design a home office that maximizes your productivity and well‑being.

Inclusive & Supportive: We celebrate diversity and foster an environment where every voice is heard. Our culture is built on mutual respect, continuous learning, and a shared commitment to making health care better for everyone.

Data‑Driven Decision Making: Every decision at brighthush is backed by data. You’ll have access to real‑time dashboards, performance metrics, and analytics tools that help you understand impact and drive results.

Community & Collaboration: While you work from home, you’ll stay connected through virtual team meetings, quarterly all‑hands, and occasional in‑person gatherings. We believe that community fuels innovation, and we’re committed to keeping our team connected and engaged.

Compensation & Benefits

Competitive Pay: Base hourly rate ranges from $20.00 to $21.00, with an additional $1.00 per hour available upon successful completion of a bilingual assessment. Final offers are determined by experience, skills, and education.

Benefits Package: Full‑time employees receive comprehensive medical, dental, and vision coverage, a 401(k) plan with company match, life and disability insurance, and paid wellness reimbursements.

Paid Time Off: 15 days of vacation accrual per year, 11 paid holidays, paid sick leave, and paid parental leave.

Professional Development: Unlimited access to learning resources, conference sponsorships, and internal training programs.

Work‑Life Balance: Flexible scheduling, remote work, and a supportive environment that values your personal well‑being.

How to Apply

If you’re ready to bring your bilingual expertise, customer‑service passion, and analytical mindset to a company that’s changing the face of health insurance, we want to hear from you. Submit your application through our careers portal, and let’s start a conversation about how you can make a difference at brighthush.

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, sexual orientation, national origin, disability, or any other protected status.