Experienced Remote Customer Service Specialist – Health Benefits & Enrollment Support – Austin, Texas

About brighthush

brighthush is a leading provider of innovative health and wellness solutions, dedicated to improving the lives of individuals across Texas and beyond. With a mission to empower people to make informed health decisions, brighthush partners with state agencies, health plans, and community organizations to deliver seamless, customer‑centric services. Our culture is built on collaboration, continuous learning, and a deep commitment to employee growth. As we expand our Health Texas initiative, we’re looking for passionate, customer‑focused professionals to join our remote team in the Austin metro area.

Job Summary

As a Remote Customer Service Specialist, you will be the frontline advocate for our Health Texas program, ensuring that consumers receive accurate, timely, and compassionate support. You will handle inquiries via phone, IVR, web chat, and other digital channels, guiding customers through benefit enrollment, program eligibility, and ongoing service requests. Your role is pivotal in maintaining the high standards of service that brighthush is known for, while also contributing to continuous improvement initiatives and data‑driven quality metrics.

Key Responsibilities

• Answer incoming customer inquiries received via telephone, Interactive Voice Response (IVR), web chat, and other approved contact channels, adhering to performance standards, policies, and confidentiality requirements.
• Provide clear, accurate information regarding Health Texas programs, benefits, and services to consumers, prospective enrollees, and representatives.
• Track, document, and record all customer interactions, complaints, and actions taken in the designated CRM and case‑management systems.
• Complete associated tasks and transactions in accordance with established guidelines to ensure accuracy and completeness.
• Navigate multiple computer systems simultaneously while interacting with customers, ensuring data entry is precise and timely.
• Facilitate the fulfillment of customer requests for materials via mail, email, or electronic delivery as appropriate.
• Transfer or refer customers to appropriate internal or external entities following established protocols.
• Resolve routine issues and inquiries, ensuring appropriate actions or updates are completed in a timely manner.
• Escalate unresolved, complex, or sensitive issues to designated staff or departments for further investigation or resolution.
• Facilitate translation or interpretation services for non‑English speaking customers in accordance with procedures.
• Communicate with supervisors regarding potential needs, concerns, or issues impacting service delivery.
• Meet Quality Assurance (QA), productivity, and other key performance metrics consistently.
• Attend required meetings and trainings, maintaining up‑to‑date knowledge of all programs, systems, policies, and procedures.
• Perform other related duties as assigned by management.

Essential Qualifications

• High school diploma or GED required; 0–6 months of relevant professional experience acceptable.
• Availability to work shifts between 8:00 am and 6:30 pm CST (7:00 am – 5:30 pm MST).
• Proficient typing skills (minimum 30 words per minute).
• Strong sense of urgency and ability to perform under pressure.
• Excellent attendance record, especially during the training period.
• Exceptional organizational and prioritization skills.
• Basic computer aptitude in Windows and/or Mac environments.
• Capacity to handle 100+ calls per day, including repetitive and high‑volume scenarios.
• Day‑1 readiness: Must be able to work onsite for equipment training and complete classroom and on‑the‑job training with no missed time.
• Willingness and ability to work with webcam on during training and other meetings as instructed by management.

Preferred Qualifications

• Prior experience in a call center or customer‑service role, preferably within health or public‑sector programs.
• Experience with IVR systems, web‑based portals, and multi‑channel communication platforms.
• Knowledge of health insurance terminology, enrollment processes, and state‑specific benefit programs.
• Bilingual proficiency (Spanish, French, or other languages) is a plus.
• Experience with data entry, case management, or CRM systems such as Salesforce or Zendesk.

Skills & Competencies

• Customer‑centric mindset with a genuine desire to help others.
• Strong verbal and written communication skills.
• Problem‑solving ability and analytical thinking.
• Adaptability to changing processes, policies, and technology.
• Team collaboration and the ability to work independently in a remote setting.
• High level of integrity and adherence to confidentiality standards.

Training & Development

brighthush invests in your success from day one. You will receive a comprehensive, paid training program covering:

• Health Texas program fundamentals and enrollment procedures.
• Customer‑service best practices, communication techniques, and conflict resolution.
• System navigation, data entry, and quality‑assurance protocols.
• Compliance, privacy, and security policies.
• Ongoing workshops, webinars, and conference opportunities to deepen your expertise.

Upon successful completion of training, you will receive a $1.00 per hour increase to your base Apply for this job