Experienced Customer Care Navigator – ABA & Behavioral Health Support – Fully Remote (PA/NJ/DE)
About brighthush
At brighthush, we are redefining the future of behavioral health and autism care. Our mission is simple yet powerful: to empower families, clinicians, and communities with the tools, resources, and support they need to thrive. By combining cutting‑edge technology, evidence‑based practices, and a compassionate workforce, we create a seamless experience that puts the well‑being of our members at the heart of everything we do.
As a leader in the behavioral health space, brighthush is committed to fostering an inclusive, collaborative, and growth‑oriented culture. We believe that every team member brings a unique perspective that drives innovation and elevates the quality of care we deliver. Whether you’re a seasoned professional or an emerging talent, you’ll find a place to learn, lead, and make a lasting impact.
Position Overview
The Customer Care Navigator – ABA & Behavioral Health Support is a pivotal role within brighthush’s Autism Case Management team. Working remotely from the Tri‑State Area (Delaware, New Jersey, or Pennsylvania), you will serve as the primary point of contact for families navigating the complex landscape of autism services. Your expertise will guide families through diagnostic referrals, ABA therapy, and community resources, ensuring a smooth, coordinated journey toward optimal health outcomes.
Key Responsibilities
- Family & Provider Engagement: Respond to inbound inquiries from families and providers, offering clear, accurate information about autism, ABA, and related mental health benefits. Build trust through empathetic communication and proactive outreach.
- Outreach & Education: Conduct scheduled outreach calls to educate families about the Autism Case Management program, screen for care needs, and collect essential documentation. Coordinate with care managers to align on family goals and next steps.
- Referral Coordination: Collaborate with network providers to identify and secure appropriate referrals for diagnostic assessments, ABA therapy, and specialty care. Ensure timely authorization and follow‑up.
- Care Transition Planning: Promote quality service delivery by facilitating effective care transitions. Work closely with care managers to develop individualized care plans that address both behavioral and medical comorbidities.
- Administrative Excellence: Maintain accurate case records in the system, support utilization management processes, and provide administrative support to clinical staff. Prepare and send manual letters, faxes, and other communications as needed.
- Team Collaboration: Attend team meetings, rounds, and training sessions. Share insights, best practices, and feedback to continuously improve service delivery.
- Quality & Compliance: Adhere to all internal policies, regulatory requirements, and quality metrics. Participate in quality improvement initiatives and audits.
Essential Qualifications
- Bachelor’s Degree: Social Work, Psychology, or a related healthcare field.
- Experience: Minimum of 3 years in a healthcare or managed care setting, with a proven track record in patient or member support.
- Technical Proficiency: Advanced skills in MS Outlook, Word, Excel, Adobe Acrobat, and data processing. Ability to document in real time while engaging in phone conversations.
- Communication: Exceptional written and verbal communication, interpersonal, and organizational skills. Comfortable interacting with diverse populations.
- Assessment & Engagement: Strong assessment abilities and a client‑centered approach to engagement.
- Clinical Knowledge: Basic understanding of diagnostic requirements, medical comorbidities, and behavioral health terminology.
- Device Compatibility: Must own an Android or iOS device compatible with the Microsoft Authenticator app.
Preferred Qualifications
- Advanced Experience: 5+ years in a healthcare or managed care environment, preferably with exposure to autism or developmental disabilities.
- Bilingual: Proficiency in English and Spanish is highly valued.
- Certification: Any relevant certifications in social work, psychology, or behavioral health will be considered an asset.
Core Competencies & Attributes
- Self‑Motivation: Demonstrates initiative and takes ownership of tasks to achieve team objectives.
- Independence: Capable of working autonomously while maintaining alignment with team goals.
- Professionalism: Maintains a calm, respectful demeanor in all interactions, regardless of circumstances.
- Multitasking: Manages multiple priorities in a fast‑paced, evolving environment.
- Collaboration: Thrives in a team‑oriented setting, sharing knowledge and supporting peers.
Career Growth & Learning Opportunities
At brighthush, we invest in your professional development. As a Customer Care Navigator, you will have access to:
- Structured onboarding and mentorship programs.
- Continuing education courses in behavioral health, ABA therapy, and care coordination.
- Leadership training for those aspiring to advance into supervisory or program management roles.
- Cross‑functional projects that broaden your skill set and expose you to new facets of the organization.
Work Environment & Culture
Fully Remote: This role is 100% remote, allowing you to work from the comfort of your home while staying connected to a vibrant, collaborative team. You will be based in the Tri‑State Area (Delaware, New Jersey, or Pennsylvania) and will participate in virtual team meetings, training sessions, and occasional in‑person gatherings as needed.
Inclusive & Supportive: brighthush champions diversity, equity, and inclusion. We celebrate the unique perspectives each team member brings and foster an environment where everyone feels heard and valued.
Innovation‑Driven: We encourage creative problem‑solving and reward initiatives that improve patient outcomes and operational efficiency.
Compensation & Benefits
While specific figures are tailored to experience and location, brighthush offers a competitive salary package that includes:
- Health, dental, and vision insurance.
- Flexible work schedule and generous paid time off.
- 401(k) plan with company match.
- Professional development stipend.
- Employee assistance program and wellness resources.
Why Join brighthush?
By becoming a part of brighthush, you’ll join a mission‑driven organization that values compassion, innovation, and excellence. You’ll have the opportunity to make a tangible difference in the lives of families navigating autism care, while growing your career in a supportive, forward‑thinking environment.
If you are passionate about behavioral health, thrive in a collaborative setting, and are ready to take on a role that blends clinical insight with customer‑centric service, we encourage you to apply today.