Experienced Remote Customer Service Specialist – Health Insurance Enrollment & Bilingual Advocacy – Empower Texans with brighthush – Transforming Public‑Sector Service Delivery

About brighthush – A Mission‑Driven Partner in Public Health

brighthush is more than a technology provider; we are a catalyst for change in public‑sector service delivery. Our core mission is to empower individuals and families across Texas with the health coverage, preventive care, and wellness resources they need to thrive. By blending data‑driven insights with a customer‑first mindset, brighthush is redefining how state and local governments, health systems, and community organizations connect with the people they serve.

Whether you’re dialing into a call center in El Paso or logging in from a home office, you’ll join a team that values integrity, empathy, and continuous learning. We celebrate diversity, champion equity, and foster a culture where every voice can shape the future of public‑sector innovation.

Why Your Career Deserves brighthush

• Competitive Pay & Rapid Growth: Begin at $14.00 per hour, earn a $1.00 hourly bump after completing our paid training, and unlock performance‑based bonuses that reward your impact.
• Comprehensive Benefits: From medical, dental, and vision coverage to a Health Savings Account, life and disability insurance, 401(k) with company match, and generous paid time off, we cover the essentials so you can focus on what matters.
• Wellness & Whole‑Person Support: Enjoy a robust wellness program, Employee Assistance Program, mental‑health resources, financial counseling, and wellness stipends that help you thrive inside and outside of work.
• Professional Growth: Structured onboarding, ongoing workshops, tuition reimbursement, mentorship, conference attendance, and a recognition platform that celebrates high performers.
• Hybrid Flexibility: Begin with an immersive on‑site orientation, then transition to a fully remote role equipped with the technology you need to succeed.
• Diversity & Inclusion: brighthush is an equal‑opportunity employer committed to building a workforce that reflects the communities we serve.

Your Impact – The Day in the Life of a Customer Service Specialist

As a Customer Service Specialist for the Health Texas initiative, you’ll be the frontline champion for beneficiaries, prospective enrollees, and health‑plan partners. Your role ensures every Texan receives clear, accurate, and compassionate guidance throughout the enrollment journey.

• Handle inbound inquiries across phone, IVR, web chat, and email, maintaining a friendly, solution‑focused tone.
• Explain enrollment procedures, benefit options, eligibility criteria, and program rules to consumers, health‑plan representatives, and community partners.
• Document every interaction in brighthush’s secure case‑management system, ensuring data integrity, HIPAA compliance, and accurate reporting.
• Process enrollment applications, verify documentation, and coordinate the fulfillment of enrollment packets, ID cards, and supplemental materials.
• Navigate up to three simultaneous software platforms (CRM, enrollment portal, knowledge base) while maintaining a high level of customer focus and accuracy.
• Escalate complex or sensitive issues to the appropriate internal teams—such as underwriting, technical support, or senior management—following established escalation protocols.
• Provide translation or interpretation services for non‑English speaking callers, primarily Spanish, using approved scripts and tools to ensure equitable service.
• Participate actively in continuous‑improvement initiatives, including quality‑assurance reviews, performance‑metric tracking, and peer‑learning sessions.
• Contribute ideas to improve call scripts, knowledge‑base articles, and workflow efficiencies, fostering a culture of innovation.
• Maintain a professional, distraction‑free home office environment that meets brighthush’s technical and ergonomic standards.

Essential Qualifications – What You Need to Succeed

• High school diploma, GED, or equivalent; additional education or certifications in customer service, health administration, or related fields are a plus.
• 0–6 months of relevant professional experience; recent graduates, career changers, and veterans are encouraged to apply.
• Proficient typing skills (minimum 40 WPM) and solid computer literacy on Windows or macOS platforms.
• Exceptional verbal and written communication skills in English; clear articulation and active listening are essential.
• Ability to handle a high call volume (100+ calls per day) while maintaining accuracy and empathy.
• Strong sense of urgency, resilience under pressure, and excellent organizational abilities.
• Reliable high‑speed internet (minimum 20 Mbps download, 5 Mbps upload) and a quiet, dedicated workspace.
• Flexibility to work shifts between 8:00 am and 6:30 pm CST (7:00 am–5:30 pm MST), including occasional evenings or weekends as business needs dictate.
• Willingness to attend a mandatory on‑site orientation on Day 1 and complete all training modules without unexcused absences.

Preferred Qualifications – What Sets You Apart

• Previous experience in a call‑center, contact‑center, or high‑volume customer service environment.
• Familiarity with health‑insurance terminology, public‑benefit programs, or Medicaid/CHIP enrollment processes.
• Fluency in Spanish (or another language commonly spoken in Texas) to serve a diverse customer base.
• Experience with Customer Relationship Management (CRM) tools, case‑management software, or similar platforms.
• Exposure to IVR systems, web‑based portals, and remote‑desktop applications.
• Demonstrated ability to meet or exceed performance metrics such as Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT) scores.

Core Skills & Competencies

• Customer‑Centric Mindset: Genuine desire to help people navigate complex health‑insurance processes.
• Problem‑Solving & Critical Thinking: Ability to diagnose issues quickly and propose effective solutions.
• Attention to Detail: Meticulous data entry and documentation to ensure compliance and accurate reporting.
• Adaptability: Comfort with evolving technology, new software releases, and changing policy guidelines.
• Team Collaboration: Strong interpersonal skills for cross‑functional communication and knowledge sharing.
• Time Management: Efficiently prioritize tasks to meet productivity targets while maintaining quality.
• Emotional Intelligence: Ability to remain calm, empathetic, and professional during high‑stress interactions.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in your professional development. After mastering the Customer Service Specialist role, you can pursue a variety of career pathways, including:

• Senior Customer Service Representative or Team Lead: Lead a group of specialists, coach new hires, and drive performance improvements.
• Quality Assurance Analyst: Evaluate call recordings, develop quality metrics, and recommend process enhancements.
• Process Improvement Specialist: Use Lean Six Sigma or other methodologies to streamline workflows and increase efficiency.
• Technical Support Analyst: Transition to a more technology‑focused role supporting internal systems and tools.
• Project Management or Program Coordination: Manage initiatives within the Health Texas program, liaising with government partners and community organizations.
• Leadership Track: Participate in brighthush’s Management Development Program, preparing you for supervisory and managerial positions.

All employees have access to tuition reimbursement, certification funding (e.g., Certified Customer Service Professional, Lean Six Sigma Green Belt), and a mentorship network that pairs you with senior leaders who can guide your career trajectory.

Work Environment & Culture at brighthush

Our culture is built on three pillars: mission‑driven impact, collaborative empowerment, and personal well‑being. Whether you’re on a bustling call‑center floor in El Paso or logging in from a home office, you’ll experience:

• Transparent Leadership: Regular town‑halls, open‑door policies, and clear communication of strategic goals.
• Team Cohesion: Daily huddles, virtual coffee chats, and cross‑departmental projects that foster knowledge sharing.
• Recognition & Celebration: Monthly awards, peer‑to‑peer shout‑outs, and milestone celebrations that highlight individual and team achievements.
• Work‑Life Balance: Flexible scheduling, generous PTO, and resources that support mental health, family responsibilities, and personal growth.
• Technology Enablement: State‑of‑the‑art laptops, dual monitors, ergonomic accessories, and a dedicated IT support line for remote workers.

Our remote workforce is fully integrated into the brighthush community. Virtual training sessions, online learning portals, and digital collaboration tools ensure that you stay connected, informed, and engaged no matter where you are located.

Compensation, Perks & Benefits

brighthush offers a total rewards package designed to attract, retain, and motivate top talent.

• Base Pay: $14.00 per hour, with a $1.00 per hour increase after successful completion of the paid training program.
• Performance Incentives: Quarterly bonuses tied to individual and team metrics such as CSAT, FCR, and productivity.
• Health & Wellness: Medical, dental, vision, prescription drug coverage, Health Savings Account (HSA) options, and a wellness stipend for fitness or mental‑health activities.
• Insurance Coverage: Life insurance, short‑term and long‑term disability protection.
• Retirement Savings: 401(k) plan with company matching contributions.
• Paid Time Off: Generous PTO accrual, paid holidays, sick leave, and paid parental leave.
• Additional Perks: Employee discount programs, flexible spending accounts (FSAs), virtual learning subscriptions, and a company‑wide recognition platform.

Schedule & Flexibility

The Health Texas call center operates Monday through Friday, 8:00 am–6:30 pm CST. Shifts are eight hours long and can be scheduled within this window to accommodate personal commitments. After the initial on‑site orientation, you will transition to a remote schedule that offers the flexibility to balance work and life responsibilities while still meeting business needs.

Home Office Requirements

• Quiet, professional workspace free from background noise and interruptions.
• Desk space for two large monitors, a laptop, keyboard, mouse, and a docking station (all equipment provided by brighthush).
• Wired, high‑speed internet (cable or fiber) meeting the minimum speed requirements.
• Webcam and headset with microphone for virtual meetings, training, and customer interactions.
• Ergonomic chair and optional standing desk accessories to promote comfort during long shifts.

Equal Opportunity & Accommodations

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Reasonable accommodations are available for individuals with disabilities throughout the hiring process and during employment. If you require assistance, please contact our People Operations team at [email protected].

How to Apply

If you’re ready to make a meaningful impact on the health and well‑being of Texans, we invite you to submit your application today. Click the link below to start the process and join a team that values your voice, your growth, and your dedication to service.