Experienced Bilingual Customer Service Administrator – Remote Spanish & English Support Specialist for State Appeals

About brighthush and the Opportunity

brighthush is a leading provider of public sector solutions, dedicated to delivering exceptional service to citizens across the United States. Our State East, Appeals team plays a pivotal role in ensuring that every appellant receives timely, accurate, and compassionate support. We are currently expanding our remote workforce and are looking for a highly motivated, bilingual professional to join us as a Customer Service Administrator. This role is an excellent opportunity for individuals who thrive in a fast-paced, customer-focused environment and are passionate about making a difference in people’s lives.

Key Responsibilities

• Inbound & Outbound Call Management: Handle a high volume of routine and complex calls from Spanish‑speaking appellants, providing clear, professional, and empathetic assistance.
• Voicemail & Call Follow‑Up: Promptly answer voicemails and return calls, ensuring all inquiries are addressed within established service level agreements.
• Case Intake & Documentation: Gather essential information, request additional documentation, and clarify case details to facilitate accurate case intake.
• Database & System Updates: Accurately enter and update data in systems such as MAS, QIC, and other state service platforms, as well as Microsoft Word and Excel.
• Medical Case File Support: Assist in the creation and management of medical case files, including data entry, records management, and file labeling.
• Team Collaboration: Work closely with team members to maintain, collect, and secure sensitive case documents, ensuring compliance with privacy regulations.
• Continuous Improvement: Participate in process improvement initiatives, share best practices, and contribute to the development of training materials.
• Additional Duties: Perform any other responsibilities assigned by management to support the team’s success.

Essential Qualifications

• High school diploma or equivalent; additional education or certifications in customer service, public administration, or related fields is a plus.
• Minimum of 2–4 years of experience in a customer service or administrative role, preferably in a call center or public sector environment.
• Fluency in both English and Spanish—speaking, reading, and writing—at a professional level.
• Strong verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and experience navigating database systems.
• Reliable internet connection (minimum 25 Mbps download, 5 Mbps upload) and a stable home office setup.
• Availability to work a standard schedule from 7:00 am to 5:00 pm EST, Monday through Friday.
• Must reside permanently within the continental United States.
• Must possess a smartphone capable of accessing brighthush systems.

Preferred Qualifications

• Prior experience handling appeals or working within a state or federal appeals system.
• Background in translation services, including verbal and written translation or interpretation between English and Spanish.
• Experience with medical case file creation and records management.
• Knowledge of QIC or other state service platforms.
• Demonstrated ability to work independently while maintaining high accuracy and attention to detail.

Core Skills & Competencies

• Customer‑Centric Mindset: A genuine desire to help others and a commitment to delivering outstanding service.
• Problem‑Solving: Ability to analyze situations, identify solutions, and implement them efficiently.
• Adaptability: Comfortable working in a dynamic environment with evolving processes and priorities.
• Team Collaboration: Strong interpersonal skills and a willingness to support colleagues.
• Time Management: Efficiently prioritize tasks to meet deadlines and service level agreements.
• Technical Proficiency: Comfortable learning new software and troubleshooting basic technical issues.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Bilingual Customer Service Administrator, you will have the chance to:

• Progress into senior support roles, such as Team Lead or Supervisor, overseeing call center operations.
• Transition into specialized positions within the appeals process, including case management or quality assurance.
• Participate in ongoing training programs covering state regulations, customer service best practices, and technical skills.
• Earn certifications in customer service, project management, or data analytics through our partnership with accredited training providers.
• Benefit from mentorship programs that pair you with experienced leaders in the organization.

Work Environment & Company Culture

brighthush fosters a culture of inclusion, innovation, and continuous improvement. Our remote teams enjoy:

• Flexible work arrangements that support work‑life balance.
• A collaborative environment where ideas are valued and feedback is encouraged.
• Regular virtual team building events, wellness initiatives, and community outreach projects.
• Access to cutting‑edge technology and tools that streamline daily tasks.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard.

Compensation, Perks, and Benefits

We offer a competitive hourly rate ranging from $16.00 to $19.00 per hour, commensurate with experience and qualifications. In addition to base pay, you will receive:

• Health, dental, and vision insurance plans.
• Life and disability coverage.
• 401(k) retirement savings plan with company match.
• Paid holidays, vacation, and sick leave.
• Short‑term and long‑term incentive programs.
• Professional development budget and tuition reimbursement for relevant courses.
• Equipment stipend and support for home office setup.

Equipment and Home Office Requirements

brighthush will provide the necessary equipment to perform your duties effectively. You will need to ensure:

• Internet speed of at least 25 Mbps download and 5 Mbps upload (test via speedtest.net).
• Connection via Category 5 or 6 Ethernet cable to your home router.
• A private, secure work area with adequate power sources.
• A smartphone capable of logging into brighthush systems.

Equal Opportunity Employer Statement

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. We are committed to providing reasonable accommodations for individuals with disabilities throughout the hiring process.

How to Apply

Ready to join a team that values your bilingual skills and dedication to public service? Click the link below to submit your application and take the first step toward a rewarding career with brighthush.