Experienced Bilingual Customer Service Specialist – Spanish/English – Remote & Onsite Hybrid – Waco, TX – Health Insurance & Benefits Support

About brighthush

brighthush is a leading provider of innovative health and human services solutions, dedicated to improving the lives of individuals and families across Texas and beyond. With a mission rooted in compassion, integrity, and excellence, brighthush partners with state and federal agencies to deliver high‑quality, accessible care to underserved communities. Our culture is built on collaboration, continuous learning, and a genuine commitment to making a difference.

Why Join brighthush?

When you become part of the brighthush family, you’ll experience:

• Impactful Work – Every call, chat, or email you handle directly supports people navigating complex health benefits.
• Growth Opportunities – From entry‑level roles to leadership positions, we nurture talent through mentorship, training, and career‑pathing.
• Flexible Work Model – Hybrid/remote arrangements allow you to balance professional responsibilities with personal life.
• Competitive Compensation – A structured pay scale, hourly increases after training, and comprehensive benefits.
• Inclusive Culture – Diversity, equity, and inclusion are core values that shape every interaction and decision at brighthush.

Position Overview

We are seeking a highly motivated Bilingual Customer Service Specialist (Spanish/English) to support our Health Texas project. In this role, you will provide exceptional customer care and benefit enrollment services via telephone, Interactive Voice Response (IVR), web chat, and other approved channels. You will be the first point of contact for consumers, prospective enrollees, and health plan representatives, ensuring accurate, timely, and compassionate assistance.

Key Responsibilities

• Answer incoming inquiries through phone, IVR, web chat, and other approved contact methods, adhering to performance standards, policies, and confidentiality requirements.
• Deliver clear, accurate information about health programs, benefits, and enrollment processes to consumers, prospective enrollees, and representatives.
• Track, document, and record all customer interactions, complaints, and transactions in the designated systems.
• Execute associated tasks and transactions in line with established guidelines to guarantee accuracy and completeness.
• Navigate multiple computer systems simultaneously while interacting with customers, ensuring precise data entry.
• Facilitate the fulfillment of customer requests for materials via mail, email, or electronic delivery.
• Transfer or refer customers to appropriate internal or external entities following protocol.
• Resolve routine issues and inquiries, ensuring appropriate actions or updates are completed.
• Escalate unresolved, complex, or sensitive matters to designated staff or departments for further investigation.
• Provide translation or interpretation services for non‑English speaking customers, following procedures.
• Communicate with supervisors regarding potential needs, concerns, or service delivery issues.
• Meet Quality Assurance (QA), productivity, and other key performance metrics.
• Attend required meetings and trainings, maintaining up‑to‑date knowledge of all programs, systems, policies, and procedures.
• Perform other related duties as assigned by management.

Essential Qualifications

• High school diploma or GED (or equivalent).
• 0–6 months of relevant professional experience (or equivalent education and experience).
• Fluency in both English and Spanish.
• Availability to work shifts between 8:00 am and 6:30 pm CST (7:00 am and 5:30 pm MST).
• Strong typing skills and ability to handle 100+ calls per day.
• Excellent attendance record (no time off during training).
• Basic computer aptitude in Windows and/or Mac.
• Organizational and prioritization skills.
• Ability to work under pressure with a high sense of urgency.
• Must be a resident of Texas and within a 70‑mile radius of Waco, TX.

Preferred Qualifications

• Prior experience in a customer service or call center environment.
• Experience with IVR systems, web‑based portals, or similar technology.
• Knowledge of health insurance or benefits programs.
• Experience in a bilingual or multicultural setting.
• Strong problem‑solving and conflict‑resolution skills.

Skills & Competencies

• Communication – Clear, concise, and empathetic verbal and written communication in both languages.
• Technical Proficiency – Comfortable navigating multiple software platforms and data entry tools.
• Customer‑Centric Mindset – Passion for helping others and a commitment to delivering outstanding service.
• Adaptability – Ability to adjust to changing priorities, new technologies, and evolving policies.
• Team Collaboration – Willingness to work with cross‑functional teams and share best practices.
• Time Management – Efficiently manage workload while meeting productivity targets.

Career Growth & Learning Opportunities

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

• Structured onboarding and continuous training programs.
• Mentorship from experienced leaders.
• Cross‑training in related roles such as enrollment specialist, quality analyst, or program coordinator.
• Leadership development workshops and certifications.
• Clear career ladder with opportunities to advance to supervisory or managerial positions.

Work Environment & Culture

Our hybrid model blends the flexibility of remote work with the collaboration of in‑office sessions. On your first day, you’ll join us onsite for equipment training and orientation. Afterward, you can continue working from home, provided you meet the home‑office requirements outlined below.

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 (minimum 20 Mbps download, 5 Mbps upload).
• Equipment (monitors, headset, webcam) will be supplied by brighthush.

Compensation & Benefits

While the base hourly rate for this role starts at $15.00, brighthush offers a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• Life and disability coverage.
• 401(k) retirement savings plan with company match.
• Paid holidays and paid time off (PTO).
• Professional development stipend.
• Employee assistance program.
• Performance‑based bonuses and incentives.

In addition, you will receive a $1.00 hourly increase upon completion of training, reflecting our commitment to rewarding your growth and dedication.

How to Apply

Ready to make a difference? Click the link below to submit your application and join the brighthush team. We look forward to reviewing your credentials and exploring how your skills can contribute to our mission.

Apply to this job

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, age, national origin, disability, veteran status, or any other protected characteristic.

Join brighthush Today!

As a Bilingual Customer Service Specialist, you’ll be at the forefront of delivering essential health services to Texans. Your voice will help people navigate complex benefits, and your dedication will directly impact community well‑being. If you’re passionate about service, bilingual, and eager to grow in a supportive, dynamic environment, we encourage you to apply now and become part of the brighthush family.