Experienced Customer Service Representative – Remote Telecommute – Healthcare Support Specialist at brighthush

About brighthush

brighthush is a leading innovator in the healthcare support sector, dedicated to simplifying and enhancing the way people access and understand their health benefits. With a mission to make healthcare more transparent, affordable, and user‑friendly, brighthush empowers employees, members, and providers through clear communication, reliable service, and continuous improvement. Our culture is built on collaboration, curiosity, and a relentless focus on customer experience.

Why Join brighthush?

At brighthush, you’ll be part of a purpose‑driven team that values every voice and encourages professional growth. We invest in our people through structured development programs, mentorship, and a culture that celebrates learning and innovation. Whether you’re a seasoned customer service professional or just starting your career, brighthush offers a supportive environment where your contributions matter.

Role Overview

We are looking for a Remote Customer Service Representative to join our high‑volume call center. In this role, you will be the first point of contact for employees, members, providers, and clients, delivering accurate, courteous, and timely assistance across multiple communication channels (phone, email, chat). Your ability to navigate complex systems, resolve inquiries efficiently, and maintain meticulous documentation will directly impact our service quality and customer satisfaction.

Key Responsibilities

• Handle a high volume of inbound and outbound calls, emails, and chat inquiries related to benefits, eligibility, claims, and plan information.
• Accurately navigate multiple system applications and screens to retrieve and update member data while on the phone.
• Document all interactions and actions taken in the company’s CRM and reporting tools, ensuring compliance with internal policies and regulatory standards.
• Provide clear, concise explanations of benefit plans, claim status, and eligibility criteria to a diverse audience.
• Escalate complex issues to appropriate departments while maintaining a positive customer experience.
• Participate in continuous improvement initiatives, sharing insights and suggestions to enhance processes and tools.
• Maintain a dedicated, distraction‑free workspace with reliable high‑speed internet and a secure, wired connection.
• Adhere to scheduled work hours (11:00 AM – 7:00 PM CST) and rotate weekend shifts as part of the standard schedule.
• Complete a 4–6 week paid training program covering product knowledge, system navigation, and customer service best practices.
• Meet or exceed performance metrics, including call handling time, first‑contact resolution, and customer satisfaction scores.

Essential Qualifications

• High School diploma or GED equivalent.
• Minimum of 1 year of customer service experience in a fast‑paced environment.
• Strong verbal, written, and interpersonal communication skills.
• Demonstrated ability to resolve problems efficiently while juggling multiple tasks and systems.
• Excellent reasoning and analytical skills, with a keen eye for detail.
• Proficiency in Microsoft Office (Excel, Word) and the ability to learn proprietary systems quickly.
• Self‑motivated, flexible, and open to continuous process improvement.
• Physical residency in the continental United States (excluding Alaska, New York, California, and Hawaii) and ability to complete employer‑verified I‑9 documentation.
• Secure, dedicated workspace with high‑speed internet and a wired Ethernet connection.

Preferred Qualifications

• Experience in a high‑volume call center environment.
• Background in self‑funded insurance, benefits administration, or third‑party administrator (TPA) operations.
• Knowledge of medical procedure and diagnosis coding.
• Familiarity with medical terminology and benefit descriptive tools such as Summary Plan Documents (SPDs).
• Experience working in a performance‑measured environment with quality metrics.

Skills & Competencies

• Customer‑centric mindset with a passion for problem solving.
• Strong multitasking and time‑management abilities.
• Adaptability to new technologies and processes.
• Team collaboration and effective communication across departments.
• Commitment to data privacy and confidentiality.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Representative, you’ll have the chance to:

• Progress into senior support roles or team leadership positions.
• Transition into specialized areas such as claims processing, benefits enrollment, or quality assurance.
• Participate in cross‑functional projects that influence product development and customer experience.
• Access ongoing training programs, certifications, and tuition reimbursement for relevant courses.
• Engage in mentorship programs that pair you with experienced leaders in the organization.

Work Environment & Company Culture

brighthush fosters an inclusive, collaborative, and flexible work environment. As a remote employee, you’ll enjoy:

• Full flexibility to work from any location within the continental United States.
• Regular virtual team meetings, town halls, and social events to build community.
• A culture that values work‑life balance, mental health, and well‑being.
• Access to digital collaboration tools that keep you connected with colleagues and managers.
• Recognition programs that celebrate achievements and milestones.

Compensation & Benefits

We offer a competitive hourly rate of $20.00–$22.00 per hour, with eligibility for an annual bonus incentive based on performance. In addition to your base pay, brighthush provides a comprehensive benefits package that includes:

• Health, dental, and vision insurance plans.
• 401(k) retirement savings plan with company match.
• Paid time off (vacation, sick leave, holidays).
• Paid parental leave and flexible family support.
• Disability and supplemental life insurance.
• Employee assistance program (EAP) for mental health support.
• Tuition reimbursement for approved professional development courses.
• Regular wellness initiatives and resources.

How to Apply

Ready to make a difference in the lives of people seeking clear and compassionate healthcare support? Click the link below to submit your application and join the brighthush team.

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Closing Statement

At brighthush, your role as a Customer Service Representative is more than a job—it’s an opportunity to shape the future of healthcare support. If you are passionate about delivering exceptional service, thrive in a dynamic environment, and want to grow with a forward‑thinking organization, we encourage you to apply today. Together, we can create a brighter, healthier tomorrow.