Experienced Bilingual Customer Service Specialist – Spanish & English – Remote & Onsite Health Benefits Support in El Paso, TX

About brighthush and the Opportunity

brighthush is a leading provider of innovative health‑care support solutions, dedicated to improving the lives of millions of Texans through seamless customer service and enrollment assistance. Our mission is to empower individuals and families to access the benefits they deserve, while delivering exceptional service that reflects the highest standards of integrity, empathy, and efficiency. As part of our growing team in El Paso, you will play a pivotal role in connecting people with the health‑care resources they need—whether through phone, IVR, web chat, or email—while working in a flexible, hybrid environment that values work‑life balance and continuous learning.

Key Responsibilities

In this role, you will be the frontline advocate for our customers, ensuring every interaction is handled with professionalism, accuracy, and compassion. Your day‑to‑day tasks will include:

• Answering inbound inquiries via telephone, Interactive Voice Response (IVR), web chat, and other approved channels, while adhering to performance standards and privacy regulations.
• Providing clear, accurate information about health‑benefit programs, enrollment procedures, and service options to consumers, prospective enrollees, and their representatives.
• Documenting every customer interaction in our secure systems, ensuring data integrity and compliance with confidentiality requirements.
• Executing transactions and tasks—such as enrollment updates, benefit changes, and material requests—according to established guidelines.
• Navigating multiple computer platforms simultaneously, entering data with precision, and troubleshooting any technical issues that arise during calls.
• Coordinating the delivery of requested materials via mail, email, or electronic means, ensuring timely and accurate fulfillment.
• Escalating complex or sensitive issues to the appropriate internal or external stakeholders, following protocol for resolution and follow‑up.
• Facilitating translation or interpretation services for non‑English speaking customers, ensuring clear communication and understanding.
• Communicating proactively with supervisors about potential service delivery challenges, resource needs, or system improvements.
• Consistently meeting or exceeding Quality Assurance (QA), productivity, and other key performance metrics.
• Participating in mandatory meetings, training sessions, and continuing education to stay current on program updates, system changes, and policy revisions.
• Performing additional duties as assigned by management to support team goals and operational excellence.

Essential Qualifications

Education & Experience: High school diploma or GED required. 0–6 months of relevant professional experience or an equivalent combination of education and experience.

Language Proficiency: Fluency in both English and Spanish is mandatory. Demonstrated ability to converse, read, and write in both languages at a professional level.

Availability: Must be able to work shifts between 8:00 am and 6:30 pm CST (7:00 am and 5:30 pm MST) and be flexible to accommodate occasional weekend or holiday coverage.

Technical Skills: Basic computer aptitude in Windows and/or Mac environments; comfortable navigating multiple systems and performing data entry at a high speed.

Work Environment: Ability to handle 100+ calls per day, manage repetitive tasks, and maintain composure under pressure. Excellent attendance record, with no absences during training.

On‑Site Training: Must be able to work onsite on Day 1 for equipment and classroom training, and complete all training sessions with no missed time. Willingness to use a webcam during training and meetings as required.

Home Office Requirements: Quiet, professional workspace free from distractions; space to accommodate two large monitors, laptop, keyboard, mouse, and docking station. Reliable, high‑speed wired internet connection (minimum 20 Mbps download & 5 Mbps upload). Cellular or satellite connections are not acceptable.

Preferred Qualifications

Customer‑Service Experience: Prior experience in a call‑center or customer‑support environment, especially within health‑care or public‑sector programs, is highly valued.

Technical Proficiency: Familiarity with IVR systems, CRM platforms, and web‑based portals. Experience with data‑entry tools and reporting dashboards.

Soft Skills: Strong organizational and prioritization abilities, a proactive sense of urgency, and a commitment to continuous improvement.

Certification: Any relevant customer‑service or health‑care certifications (e.g., HIPAA compliance, customer‑experience awards) will be considered a plus.

Skills & Competencies for Success

• Communication: Clear, concise, and empathetic verbal and written communication in both English and Spanish.
• Problem‑Solving: Ability to assess customer needs quickly, identify solutions, and execute actions efficiently.
• Attention to Detail: Meticulous data entry and documentation to ensure accuracy and regulatory compliance.
• Adaptability: Comfortable working in a fast‑paced environment with evolving processes and technologies.
• Team Collaboration: Willingness to share insights, support peers, and contribute to a positive team culture.
• Customer‑Centric Mindset: Passion for helping others and a genuine desire to improve the customer experience.

Career Growth & Learning Opportunities

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

• Structured training programs that cover advanced health‑benefit knowledge, system mastery, and customer‑experience best practices.
• Mentorship from seasoned professionals who can guide your career trajectory and help you develop leadership skills.
• Cross‑functional exposure to enrollment, quality assurance, and program management teams, broadening your skill set.
• Opportunities to pursue internal promotions to roles such as Senior Specialist, Team Lead, or Program Analyst.
• Regular performance reviews and goal‑setting sessions that align your personal growth with brighthush’s strategic objectives.

Work Environment & Company Culture

brighthush fosters an inclusive, collaborative, and dynamic workplace where every voice is heard. Our hybrid model blends the flexibility of remote work with the camaraderie of onsite collaboration, ensuring you can thrive both independently and as part of a team. Key cultural highlights include:

• Commitment to diversity, equity, and inclusion—every team member is valued for their unique perspective.
• Transparent communication channels, from weekly town halls to open‑door leadership meetings.
• Recognition programs that celebrate individual and team achievements.
• Well‑being initiatives such as mental‑health resources, wellness challenges, and flexible scheduling.
• Community outreach projects that allow employees to give back to the El Paso area and beyond.

Compensation, Perks, and Benefits

While the base hourly rate for this position starts at $15.00, brighthush offers a comprehensive total‑compensation package that includes:

• Competitive salary commensurate with experience and performance.
• Incremental pay increases—$1.00 per hour—upon successful completion of training and performance milestones.
• Health, dental, and vision insurance plans for employees and eligible dependents.
• Life and disability coverage to provide peace of mind.
• 401(k) retirement savings plan with company matching contributions.
• Paid holidays, vacation, and personal days to support work‑life balance.
• Professional development stipend and tuition reimbursement for relevant courses.
• Employee assistance program (EAP) for confidential counseling and support services.
• Access to a robust learning platform with courses on customer service, health‑care regulations, and technology tools.

Why Join brighthush?

If you are a bilingual professional who thrives in a fast‑paced, customer‑centric environment, brighthush offers the platform to make a real difference in the lives of Texans while advancing your career. You will be part of a mission‑driven organization that values innovation, collaboration, and personal growth. With flexible work arrangements, competitive pay, and a culture that celebrates diversity and inclusion, you can bring your best self to work every day.

Ready to take the next step? Apply now and become a vital part of brighthush’s commitment to delivering exceptional health‑benefit support to the community of El Paso and beyond.