Experienced Remote Customer Care Advocate – Virtual Tricare Support Specialist for Military Families (Georgia Only)

About brighthush

brighthush is a mission‑driven, veteran‑owned technology and customer experience firm that has been empowering military families since 2008. With a deep commitment to service‑disabled veterans, minority communities, and the broader defense ecosystem, brighthush has grown into a trusted partner for both commercial and government clients. Our culture is built on integrity, empathy, and a relentless focus on delivering exceptional support to those who have served our nation.

Why Join brighthush?

• Impactful Work: Every call you handle helps a Tricare beneficiary access the care and benefits they deserve.
• Flexible, Remote Environment: Work from the comfort of your home while staying connected to a vibrant team of professionals.
• Growth Opportunities: From entry‑level support to advanced customer experience roles, brighthush offers a clear career ladder.
• Competitive Compensation: Starting pay, performance incentives, and a comprehensive benefits package.
• Inclusive Culture: We celebrate diversity and champion the unique perspectives of veterans, military spouses, caregivers, and transitioners.

Role Overview

As a Remote Customer Care Advocate, you will serve as the primary point of contact for Tricare beneficiaries across Georgia. You will answer inquiries about benefits, eligibility, claims, and contracts, ensuring each interaction is handled with professionalism, empathy, and accuracy. This full‑time, at‑home position begins with an eight‑week paid training program, after which you will transition into a production role with ongoing support and development.

Key Responsibilities

• Respond to caller questions via telephone and written correspondence regarding Tricare benefits, contracts, eligibility, and claims.
• Complete an eight‑week paid virtual training program and apply newly acquired skills immediately on the job.
• Operate a PC to extract information, document inquiries, and track activities in the client database.
• Maintain thorough documentation of inquiry outcomes for accurate tracking and analysis.
• Coordinate with team members to ensure timely handling of Tricare member requests.
• Work under the supervision of a virtual supervisor to answer questions and escalated complex issues when necessary.
• Meet quality, member experience, and first‑time resolution objectives while responding to customer needs.
• Maintain a productive work environment and proactively address issues such as internet connectivity challenges.

Essential Qualifications

• U.S. citizenship.
• Minimum of 2 years of customer service experience; call center experience strongly preferred.
• High school diploma or equivalent.
• Reliable, predictable attendance and the ability to connect to the client environment within 5 minutes.
• Typing speed of at least 35 words per minute.
• Proficiency with Windows and common computer applications.
• Strong verbal and written communication skills.
• Ability to remain professional and empathetic when handling difficult customer interactions.
• High‑speed wired internet connection (minimum 100 Mbps download / 20 Mbps upload).
• Functional webcam and microphone.
• Personal PC or laptop meeting the minimum technical requirements (Windows 10 or newer, 4 GB RAM, 120 GB disk space).

Preferred Qualifications

• Experience working with military beneficiaries or in a defense‑related environment.
• Prior exposure to Tricare or similar health‑benefit systems.
• Background check and U.S. government security clearance.
• Drug screen clearance.
• Commitment to continuous learning and professional development.

Skills & Competencies

• Excellent communication and active listening skills.
• Conflict resolution and de‑escalation abilities.
• Professionalism, sound judgment, integrity, and accountability.
• Empathy and a strong customer‑service mindset.
• Adaptability to new systems and processes.
• Ability to work independently while contributing effectively as part of a team.
• Strong commitment to serving military members, veterans, and their families.

Training & Onboarding

All new hires will complete an eight‑week paid virtual training program. During this period, you will:

• Learn brighthush’s customer‑experience framework and Tricare policies.
• Practice handling live calls and written inquiries under supervision.
• Master the client database and reporting tools.
• Receive coaching on quality metrics, first‑time resolution, and member satisfaction.

Upon successful completion, you will transition into a full‑time production role with ongoing coaching and performance reviews.

Career Growth & Learning

At brighthush, we believe in nurturing talent. As a Customer Care Advocate, you will have access to:

• Structured career pathways to senior support roles, team leadership, or specialized technical positions.
• Regular training workshops, webinars, and certifications in customer experience, data analytics, and health‑benefit systems.
• Mentorship programs pairing you with experienced veterans and industry experts.
• Opportunities to contribute to process improvement initiatives and share best practices.

Work Environment & Culture

Our remote workforce thrives on collaboration, transparency, and mutual respect. You will:

• Participate in weekly virtual team huddles and monthly town‑hall meetings.
• Access a digital resource hub with training materials, FAQs, and community forums.
• Engage in quarterly virtual social events celebrating milestones and achievements.
• Benefit from a supportive manager who values work‑life balance and professional growth.

Compensation & Benefits

• Base Pay: Starting at $15 per hour during the eight‑week training period, with a post‑training increase based on performance.
• Performance Incentives: Additional bonuses tied to quality metrics and first‑time resolution goals.
• Benefits Eligibility: Employees become eligible for medical, dental, vision, FSA, 401(k), and paid time off after 60 days of employment.
• Paid Time Off: 11 paid holidays, flexible PTO accrual, and paid sick leave.
• Health Coverage: Comprehensive medical, dental, and vision plans.
• Disability Coverage: Long‑ and short‑term disability insurance.
• Life Insurance: Term life insurance at no cost.
• Retirement Plan: 401(k) with company match.
• Retention Bonus: $1,000 total, paid in two installments: $500 after 6 months in production and $500 after 1 year.

Retention Bonus Details

Eligibility for the retention bonus requires:

• Active employment with brighthush on the bonus payment date.
• No resignation or termination notice prior to the payment date.
• Completion of the required 6‑month and 1‑year milestones.

Each installment is paid after verification of eligibility and compliance with company policies.

Application Process

1. Submit Your Resume: Highlight your customer service experience, especially any military or Tricare exposure.
2. Complete the Online Assessment: Demonstrate your communication, problem‑solving, and typing skills.
3. Interview: Join a virtual interview with our hiring team to discuss your fit and answer any questions.
4. Background & Drug Screening:Apply for this job