Experienced Bilingual Customer Service Specialist – Remote, Austin, Texas – Health Benefits & Enrollment Support

About brighthush and the Health Benefits Landscape

brighthush is a leading provider of innovative health benefits solutions, empowering individuals and families across Texas to navigate complex enrollment processes with confidence and ease. Our mission is to simplify access to quality healthcare by delivering personalized, bilingual customer service that bridges language and cultural gaps. As the health benefits industry evolves, brighthush is at the forefront of digital transformation, leveraging cutting‑edge IVR, web‑based portals, and real‑time data analytics to provide seamless support to our clients.

We are currently expanding our remote customer service team in the Austin metro area and are looking for a dedicated, bilingual professional who thrives in a fast‑paced, technology‑driven environment. If you are passionate about helping people, fluent in both Spanish and English, and eager to grow your career in a supportive, forward‑thinking organization, we invite you to join brighthush.

Key Responsibilities

As a Bilingual Customer Service Specialist, you will be the first point of contact for consumers, prospective enrollees, and health plan partners. Your role will involve:

• Answering inbound inquiries via telephone, Interactive Voice Response (IVR), web chat, and other approved channels.
• Providing accurate, up‑to‑date information on health benefit programs, enrollment procedures, and service options.
• Documenting all interactions in our customer relationship management (CRM) system, ensuring data integrity and compliance with privacy regulations.
• Processing routine requests for materials, such as enrollment packets, benefit guides, and confirmation letters, through mail, email, or electronic delivery.
• Escalating complex or sensitive issues to the appropriate internal teams or external partners, following established escalation protocols.
• Facilitating translation or interpretation services for non‑English speaking customers, ensuring clear communication and cultural sensitivity.
• Collaborating with supervisors and peers to identify process improvements and share best practices.
• Meeting or exceeding key performance indicators (KPIs) related to call quality, productivity, and customer satisfaction.
• Participating in ongoing training, workshops, and certification programs to stay current on industry trends and regulatory changes.

Essential Qualifications

To excel in this role, you should meet the following criteria:

• High school diploma or GED (or equivalent combination of education and experience).
• Fluency in both Spanish and English, with strong verbal and written communication skills.
• Availability to work full‑time shifts between 8:00 am and 6:30 pm CST (7:00 am–5:30 pm MST) on a Monday‑Friday schedule.
• Ability to type efficiently and manage multiple computer systems simultaneously.
• Strong organizational skills and the capacity to prioritize tasks in a high‑volume environment.
• Experience handling 100+ calls per day and managing repetitive call scenarios.
• Excellent attendance record, especially during the mandatory training period.
• Proficiency with Windows and/or Mac operating systems.
• Reliable, high‑speed wired internet connection (minimum 20 Mbps download / 5 Mbps upload).
• Access to a quiet, professional home office space equipped with dual monitors, laptop, keyboard, mouse, and docking station.

Preferred Qualifications

While not mandatory, the following experience will give you a competitive edge:

• Prior customer service or call center experience, preferably in the health benefits or insurance sector.
• Experience with IVR systems, CRM platforms, or data entry tools.
• Knowledge of HIPAA regulations and privacy best practices.
• Experience providing translation or interpretation services in a professional setting.
• Previous exposure to remote work environments and virtual collaboration tools.

Skills & Competencies for Success

brighthush values a blend of technical proficiency and soft skills. Successful candidates will demonstrate:

• Exceptional customer‑centric mindset and a genuine desire to help others.
• Strong problem‑solving abilities and the capacity to think on your feet.
• Adaptability to new technologies, processes, and evolving industry regulations.
• Effective time‑management and the ability to maintain focus under pressure.
• Collaboration skills and a willingness to share knowledge with teammates.
• Attention to detail and a commitment to data accuracy and confidentiality.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Bilingual Customer Service Specialist, you will have access to:

• Comprehensive onboarding and paid training programs that cover product knowledge, compliance, and customer service excellence.
• Ongoing professional development through workshops, conferences, and certifications in health benefits, customer experience, and bilingual communication.
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