Experienced Bilingual Healthcare Customer Service Representative – Remote, Mexico – Inbound Call Specialist (English/Spanish) – 6+ Months Experience – Join brighthush

About brighthush and the Healthcare Customer Service Landscape

In today’s rapidly evolving healthcare ecosystem, the ability to connect patients, providers, and support services with empathy, clarity, and efficiency is more critical than ever. brighthush stands at the forefront of this transformation, delivering world‑class, multilingual customer service that bridges the gap between complex health plans and the individuals who rely on them. Our mission is simple yet powerful: to ensure every member receives compassionate, accurate, and timely assistance, no matter where they are.

As a remote‑first organization headquartered in Mexico, we empower our team members to work from the comfort of their own homes while maintaining the same high standards of service that our partners and members expect. If you thrive in fast‑paced environments, love helping people, and can communicate fluently in both English and Spanish, we invite you to become part of our growing, dynamic team.

Role Overview

As a Bilingual Healthcare Customer Service Representative at brighthush, you will be the first point of contact for health plan members and representatives. Your primary responsibility will be to answer inbound calls, resolve inquiries related to transportation services and other member support programs, and ensure every interaction reflects the professionalism and empathy that brighthush is known for.

Key Responsibilities

• Inbound Call Management: Handle a high volume of calls from health plan members and representatives, providing clear, concise, and accurate information.
• Customer Needs Assessment: Listen attentively to understand each caller’s unique situation and respond with empathy and professionalism.
• Service Knowledge: Offer detailed guidance on available transportation services, member benefits, and other support programs.
• Issue Resolution: Address questions and concerns with patience, ensuring a positive outcome for the member.
• Data Accuracy: Enter and maintain customer information in our systems with meticulous attention to detail.
• Performance Excellence: Meet or exceed established quality and productivity metrics, including call handling time, first‑contact resolution, and customer satisfaction scores.
• Compliance Adherence: Follow all HIPAA and PHI guidelines, safeguarding sensitive information at all times.
• Escalation Protocols: Identify and forward complex or urgent issues to the appropriate leadership team for swift resolution.
• Continuous Learning: Participate fully in all required training, coaching, and compliance courses.
• Professional Presentation: Maintain a polished appearance and demeanor during all training and live‑session interactions.
• Camera Participation: Be present on camera during mandatory training and meeting sessions to foster collaboration and engagement.

Essential Qualifications

• Minimum 6 months of inbound contact center experience or equivalent healthcare experience.
• Fluency in both English and Spanish (written and spoken).
• Excellent verbal and written communication skills.
• Strong data‑entry capabilities and meticulous attention to detail.
• Ability to adapt quickly to a fast‑paced call environment.
• Comfortable handling difficult or emotional customer situations with professionalism.
• Professional and courteous communication style.
• Self‑motivated, capable of working independently while managing competing priorities.
• Moderate proficiency with Microsoft Teams, Outlook, and Word.
• Professional appearance and demeanor during all interactions.
• Availability to be on camera during training and required meetings.
• Reliable attendance and punctuality.
• Download speed of 80–100 Mbps and upload speed of 12–20 Mbps.
• Quiet, distraction‑free workspace during scheduled hours.
• No conflicting responsibilities that would interfere with scheduled work hours.
• Own equipment to perform the job (see Technical Requirements).

Preferred Qualifications

• Experience with healthcare member support programs or transportation services.
• Knowledge of HIPAA regulations and PHI handling best practices.
• Prior experience in a remote, independent contractor role.
• Familiarity with call‑center metrics and quality assurance processes.
• Additional language skills beyond English and Spanish.

Skills & Competencies

• Customer‑Centric Mindset: Delivering a consistently positive experience even under pressure.
• Communication Excellence: Clear articulation, active listening, and concise problem‑solving.
• Technical Proficiency: Comfortable navigating multiple software platforms and troubleshooting basic tech issues.
• Analytical Thinking: Ability to assess situations quickly and determine the best course of action.
• Adaptability: Flexibility to adjust to changing priorities, new procedures, and evolving member needs.
• Team Collaboration: Engaging with peers and leadership to share insights and improve processes.
• Time Management: Efficiently balancing call volume, documentation, and training commitments.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a remote team member, you will have access to:

• Comprehensive onboarding and ongoing coaching to refine your customer service skills.
• Regular performance reviews and goal‑setting sessions to map your career trajectory.
• Cross‑functional training on healthcare policies, compliance, and emerging technologies.
• Opportunities to advance into senior support roles, team leadership, or specialized healthcare service positions.
• Access to industry conferences, webinars, and certifications at no cost to you.

Work Environment & Company Culture

Even though you will be working from home, you will feel part of a vibrant, inclusive community. brighthush values:

• Flexibility: While we have defined training and production windows, we understand the importance of work‑life balance.
• Transparency: Open communication channels with leadership and peers.
• Recognition: Celebrating achievements through shout‑outs, spot bonuses, and team shout‑outs.
• Innovation: Encouraging ideas that improve member experience and operational efficiency.
• Well‑being: Providing resources for mental health, ergonomic support, and wellness initiatives.

Compensation & Benefits

• Hourly Rate: $5.50 USD per hour.
• Payment Schedule: Weekly in arrears.
• Employment Status: Independent contractor.
• Remote Work: Fully remote from your home in Mexico.

While this role is contractor‑based, we offer a competitive hourly rate that reflects the quality of service we deliver. Additionally, you will receive:

• Access to a digital benefits portal with health, dental, and vision plans (for eligible contractors).
• Performance‑based incentives and recognition programs.
• Training materials and resources at no cost.
• Regular feedback and coaching to support your growth.

Work Arrangement & Schedule

• Training Schedule: Monday‑Friday, 8:00 AM–4:30 PM EST.
• Production Schedule: Potential shifts between 8:00 AM–6:00 PM EST.
• Commitment to scheduled hours and adherence to attendance and punctuality expectations.

Technical Requirements (Essential)

To ensure a seamless experience for both you and our members, the following technical specifications are mandatory:

• Windows 11 PC (Mac not supported).
• 16 GB RAM.
• Dual monitors.
• Webcam and wired USB headset.
• i5 processor or higher.
• Fiber internet with a wired Ethernet connection.
• Backup power solution (UPS or generator).
• Microsoft Teams / Office 365 suite.

Applications that do not meet these minimum technical requirements may not progress in the hiring process.

Hiring Process

We value fairness and consistency. All applicants must complete every stage of the hiring process:

1. Resume Review
2. Pre‑Screen Questionnaire
3. Short One‑Way Video Interview
4. Pre‑Screen Interview
5. Background Check

All resumes must be submitted in English. Depending on the role, a cultural fit assessment may also be required.

How to Apply

Ready to join brighthush and make a difference in the lives of healthcare members? Click the link below to submit your application and take the first step toward an exciting remote career.

Apply to This Job

Closing

At brighthush, we are committed to creating a supportive, inclusive, and growth‑oriented environment for all our team members. If you are a bilingual, customer‑focused professional who thrives in a remote setting and is eager to contribute to a meaningful mission, we encourage you to apply today. Join us in redefining healthcare customer service—one call at a time.