Experienced Customer Service Representative – Remote, Albany, NY – Healthcare Support & Community Outreach

About brighthush and the Healthcare Outreach Opportunity

brighthush is a leading provider of public‑sector solutions, dedicated to improving the lives of millions of New Yorkers. As a trusted partner of the New York State of Health (NYSOH), we empower vulnerable communities to navigate complex health‑care plans with confidence and clarity. Our mission is simple yet profound: to deliver compassionate, accurate, and timely support to every caller who reaches out for help. If you thrive in a fast‑paced environment, love problem‑solving, and want to make a tangible difference, brighthush offers you a platform to grow, learn, and serve.

Why Join brighthush?

• Competitive Compensation – Base salary plus performance‑based bonuses.
• Comprehensive Insurance Coverage – Medical, dental, vision, prescription, and HSA options, plus life and auto/home/renter’s/pet insurance discounts.
• Future Planning – 401(k) retirement plan with company match.
• Paid Time Off – Generous PTO, holidays, sick leave, and short/long‑term disability coverage.
• Holistic Wellness Support – Employee Assistance Program (EAP) for physical, emotional, and financial well‑being.
• Recognition & Rewards – Celebrate outstanding contributions through our employee recognition platform.
• Tuition Reimbursement – Invest in your education and career development.
• Employee Perks & Discounts – Exclusive discounts on a wide range of products and services.
• Wellness Programs – Access to fitness, mindfulness, and health‑management resources.
• Professional Development – Training programs, workshops, conferences, and mentorship opportunities.

Key Responsibilities

As a Customer Service Representative (CSR) at brighthush, you will be the frontline advocate for New Yorkers seeking assistance with health‑care enrollment and support. Your daily tasks will include:

• Answering inbound calls from the general public, prospective enrollees, and authorized representatives, ensuring compliance with all performance standards, policies, and privacy regulations.
• Managing inbound and outbound communications across phone, email, and chat platforms.
• Accurately documenting all interactions in the designated customer‑relationship management (CRM) system.
• Referring or transferring callers to the appropriate department or external partner based on established guidelines.
• Facilitating the delivery of enrollment materials via mail, email, or secure download.
• Coordinating translation services for non‑English speaking callers, following established procedures.
• Escalating complex issues to senior staff or specialized teams for resolution.
• Participating in mandatory training sessions and meetings to stay current on program updates and system enhancements.
• Processing new health‑care coverage applications, including household income verification, eligibility determination, and plan enrollment.
• Managing life‑event changes, demographic updates, disenrollment requests, and special enrollment periods.
• Maintaining confidentiality and privacy in all interactions, and directing callers to alternative resources when appropriate.
• Meeting or exceeding quality assurance (QA) metrics and key performance indicators (KPIs).
• Adhering to safety standards and maintaining a safe, organized work environment.
• Performing occasional lifting or moving of items up to 25 pounds, and remaining seated for extended periods as required.
• Assisting with additional duties as assigned by management.

Essential Qualifications

• High school diploma or GED required; 6 + months of relevant professional experience or an equivalent combination of education and experience.
• Residency within 100 miles of Albany, NY.
• Strong data entry skills and proficiency with computer systems.
• Excellent organizational, interpersonal, written, and verbal communication abilities.
• Comfortable working in a fast‑paced, high‑volume environment.
• Ability to multitask and manage complex, simultaneous responsibilities.
• Team player who can also work independently.
• Experience with computers, phone systems, and headsets preferred.
• Prior customer‑service experience highly desirable.

Preferred Skills & Competencies

• Knowledge of health‑care enrollment processes and terminology.
• Familiarity with privacy regulations such as HIPAA.
• Problem‑solving mindset and a proactive approach to service delivery.
• Adaptability to new technologies and evolving procedures.
• Empathy and cultural sensitivity when interacting with diverse populations.
• Strong time‑management and prioritization skills.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. Starting as a CSR, you can progress to:

• Senior Customer Service Specialist – leading complex cases and mentoring new hires.
• Team Lead – managing a group of CSRs and driving performance improvements.
• Process Improvement Analyst – identifying and implementing efficiencies across the customer‑service workflow.
• Program Manager – overseeing entire enrollment or outreach initiatives.

We support your growth through continuous learning: on‑the‑job training, access to industry certifications, and a robust tuition reimbursement program.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a shared commitment to community impact. You will work in a supportive, inclusive environment that values:

• Open communication and feedback loops.
• Work‑life balance, with flexible remote options after initial onsite training.
• Recognition of individual and team achievements.
• Diversity and inclusion initiatives that celebrate varied perspectives.
• Continuous improvement and innovation in service delivery.

Compensation & Benefits Overview

While the base salary for this role starts at $20 / hour, the total compensation package is designed to reward performance and dedication:

• Performance‑based bonuses tied to individual and team metrics.
• Health, dental, vision, and prescription coverage options.
• HSA and 401(k) retirement plan with company match.
• Paid time off, holidays, and sick leave.
• Short‑term and long‑term disability coverage.
• Life insurance and optional supplemental insurance plans.
• Employee Assistance Program (EAP) for mental and financial wellness.
• Wellness programs, including fitness and mindfulness resources.
• Employee discounts on a wide range of products and services.

Home Office Requirements

• Reliable internet connection of at least 20 Mbps (testable via speedtest.net).
• Connectivity via Wi‑Fi or Category 5/6 Ethernet cable to a home router.
• Permanent residence in the continental United States.

Ready to Make a Difference?

brighthush is committed to building a workforce that reflects the communities we serve. If you are passionate about helping people navigate health‑care systems, thrive in a dynamic environment, and are ready to grow professionally, we encourage you to apply today. Join us in creating a healthier, more informed New York.

Apply now and become a vital part of brighthush’s mission to empower every New Yorker with the support they need.