Experienced Remote Customer Care Advocate – Virtual TRICARE Support Specialist for Kentucky Residents

About brighthush and the Opportunity

brighthush is a veteran‑centric, service‑disabled veteran and minority‑owned organization that has been empowering military families and government agencies since 2008. With a mission to deliver world‑class customer engagement solutions, brighthush has become a trusted partner for both commercial and federal clients, especially those serving the nation’s heroes. Our culture is built on respect, integrity, and a deep commitment to the well‑being of Veterans, Military Spouses, and Caregivers.

We are excited to announce a full‑time, long‑term remote position that brings the brighthush experience directly into the homes of Kentucky residents. As a Remote Customer Care Advocate, you will be the first line of support for TRICARE beneficiaries, ensuring they receive accurate, timely, and compassionate assistance with benefits, eligibility, and claims. This role is not seasonal or contract‑based; it is a permanent, career‑building opportunity that offers competitive pay, comprehensive benefits, and a supportive work environment.

Why Join brighthush?

• Veteran‑Focused Mission: Work for a company that celebrates and supports the military community.
• Remote Flexibility: Operate from the comfort of your home while maintaining a professional and productive environment.
• Career Growth: Access to ongoing training, mentorship programs, and clear advancement pathways.
• Competitive Compensation: Base salary, performance bonuses, and a $1,000 retention incentive for new hires.
• Comprehensive Benefits: Medical, dental, vision, FSA, 401(k), paid holidays, PTO, disability coverage, and term life insurance.
• Inclusive Culture: A workplace that values diversity, equity, and inclusion, with a strong focus on work‑life balance.

Key Responsibilities

As a Remote Customer Care Advocate, you will be responsible for delivering exceptional service to TRICARE beneficiaries. Your day‑to‑day tasks will include:

• Responding to inbound calls and written inquiries regarding benefits, contracts, eligibility, and claims.
• Utilizing a secure PC-based system to retrieve information, document interactions, and track case status.
• Maintaining meticulous records of all customer interactions for quality assurance and data analysis.
• Collaborating with teammates and supervisors to resolve complex issues and meet first‑time resolution targets.
• Participating in an eight‑week paid virtual training program, applying new skills immediately on the job.
• Ensuring a stable, distraction‑free work environment with reliable internet, webcam, and microphone.
• Escalating unresolved or sensitive matters to appropriate supervisors in a timely manner.
• Adhering to all security, privacy, and compliance standards set by brighthush and federal regulations.

Essential Qualifications

• U.S. citizenship and residency in Kentucky (eligible hiring state).
• Minimum of 2 years of customer service experience, with call center experience strongly preferred.
• Successful completion of a drug screen, background check, and U.S. government security clearance.
• High school diploma or equivalent.
• Reliable attendance and punctuality.
• Personal PC or laptop that meets the technical specifications for training and daily operations.
• Wired, high‑speed internet connection and a functional webcam and microphone.
• Typing speed of at least 35 words per minute.
• Proficiency with Windows operating system and common office applications.

Preferred Qualifications & Skills

• Excellent verbal and written communication skills.
• Active listening and empathy toward customers.
• Conflict resolution and de‑escalation techniques.
• Professionalism, sound judgment, and integrity.
• Ability to adapt quickly to new systems, processes, and policies.
• Strong teamwork orientation while maintaining independence.
• Commitment to serving military members, Veterans, and their families.
• Quiet, professional, and distraction‑free home office setup.
• Dependable attendance record.
• Rapid login to client environments (within 5 minutes).
• Physical ability to lift up to 35 pounds of computer equipment.
• Resilience in handling difficult customer interactions with professionalism and empathy.
• Quick learning of new systems, processes, and procedures.

Career Growth & Learning Opportunities

At brighthush, we believe that your growth is our success. As a Remote Customer Care Advocate, you will have access to:

• Structured onboarding and continuous learning modules covering advanced customer service, product knowledge, and regulatory compliance.
• Mentorship from experienced supervisors and subject‑matter experts.
• Cross‑functional exposure to other departments such as Quality Assurance, Training, and Client Relations.
• Clear promotion tracks to Senior Advocate, Team Lead, or Manager roles.
• Annual performance reviews with actionable feedback and development plans.
• Opportunities to participate in special projects, process improvement initiatives, and innovation workshops.

Work Environment & Company Culture

brighthush fosters a culture of trust, collaboration, and continuous improvement. Our remote teams are supported by:

• Regular virtual team meetings, town halls, and social events.
• Access to a digital collaboration platform for real‑time communication.
• Flexible scheduling options to accommodate personal and family commitments.
• A commitment to mental health and well‑being, including access to counseling resources.
• Recognition programs that celebrate individual and team achievements.

Compensation & Benefits

We offer a competitive total rewards package designed to support your health, financial security, and professional growth:

• Base Salary: Competitive hourly rate commensurate with experience.
• Performance Bonus: Earn a $1,000 retention bonus upon successful completion of the initial training period.
• Health & Wellness: Comprehensive medical, dental, and vision plans.
• Financial Planning: Flexible Spending Account (FSA) and 401(k) retirement plan with company match.
• Paid Time Off: 11 paid holidays, paid vacation days, and sick leave.
• Disability Coverage: Long‑term and short‑term disability insurance.
• Life Insurance: Term life insurance coverage.
• Additional Perks: Remote work stipend, technology allowance, and wellness incentives.

How to Apply

Ready to make a difference in the lives of our nation’s heroes? Click the link below to submit your application and join the brighthush family. We look forward to welcoming you to our team of dedicated, compassionate professionals.