Healthcare Customer Service Representative – Remote, Full‑Time, Bilingual – Join brighthush
About brighthush
brighthush is a forward‑thinking, technology‑driven healthcare partner that empowers patients and providers with seamless, compassionate customer support. With a global footprint and a commitment to quality, brighthush is redefining how healthcare services are delivered by combining human empathy with cutting‑edge digital tools. Our mission is to create a healthier world by ensuring every member feels heard, understood, and supported at every touchpoint.
Why brighthush?
At brighthush, we believe that great customer service is the cornerstone of patient satisfaction and loyalty. We invest in our people, offering continuous learning, career progression, and a culture that celebrates diversity, innovation, and integrity. As a remote, fully‑remote team, you’ll enjoy the flexibility to work from anywhere in Mexico while being part of a vibrant, collaborative community that values your voice and your growth.
Position Overview
We are seeking a Bilingual Healthcare Customer Service Representative to join our dynamic remote team. In this role, you will be the first point of contact for health plan members and representatives, providing timely, accurate, and empathetic support related to transportation services and other member support programs. Your ability to navigate complex inquiries, maintain data integrity, and uphold HIPAA compliance will be essential to delivering the high‑quality experience that brighthush is known for.
Key Responsibilities
- Handle inbound calls from health plan members and representatives with professionalism and courtesy.
- Listen actively to understand customer needs, ask clarifying questions, and provide accurate information about transportation services and member support programs.
- Document all interactions in the CRM with meticulous attention to detail, ensuring data accuracy and completeness.
- Adhere to performance and quality metrics, consistently meeting or exceeding targets for call handling time, first‑contact resolution, and customer satisfaction.
- Follow all HIPAA and compliance protocols when handling protected health information (PHI).
- Escalate complex or unresolved issues to the appropriate leadership or specialist teams, ensuring a smooth handoff and timely resolution.
- Participate fully in all required training, coaching, and compliance courses to stay current with policies, procedures, and product knowledge.
- Maintain a professional appearance and demeanor during all on‑camera training and meeting sessions.
- Contribute to continuous improvement initiatives by sharing insights, feedback, and best practices with the team.
Essential Qualifications
- Minimum 6 months of inbound contact center experience, preferably in healthcare or a related field.
- Fluent in both English and Spanish, with excellent verbal and written communication skills in both languages.
- Strong data‑entry skills and meticulous attention to detail.
- Ability to remain calm and professional under pressure, especially when handling difficult or emotional customer situations.
- Self‑motivated, able to work independently while managing competing priorities and deadlines.
- Moderate proficiency with Microsoft Teams, Outlook, Word, and the Office 365 suite.
- Professional appearance and demeanor during all on‑camera interactions.
- Reliable, quiet, distraction‑free workspace during scheduled hours.
- Own equipment that meets the technical specifications outlined below.
Preferred Qualifications
- Experience with HIPAA compliance and handling PHI.
- Prior exposure to transportation services or member support programs within a healthcare setting.
- Knowledge of CRM systems and call‑center metrics.
- Experience working in a fully remote environment with a flexible schedule.
- Additional language skills beyond English and Spanish.
Technical Requirements (Essential)
- Windows 11 PC (Mac not supported).
- 16 GB RAM.
- Dual monitors.
- Webcam and wired USB headset.
- Intel i5 processor or higher.
- Fiber‑optic internet with a wired Ethernet connection.
- Backup power solution (UPS or generator).
- Microsoft Teams / Office 365 installed and fully functional.
Compensation & Work Arrangement
- Hourly rate: $5.50 USD per hour.
- Paid weekly in arrears.
- Independent contractor status.
- Fully remote; work from home in Mexico.
Schedule & Training
Training Schedule: Monday‑Friday, 8:00 AM‑4:30 PM EST
Production Schedule: Potential shifts between 8:00 AM‑6:00 PM EST
Commitment to scheduled hours, attendance, and punctuality is essential for success in this role.
Career Growth & Learning Opportunities
At brighthush, we view every team member as a valuable asset. We offer:
- Structured onboarding and ongoing coaching to accelerate your skill development.
- Access to a library of e‑learning modules covering healthcare policies, customer service excellence, and technical tools.
- Clear career pathways from Customer Service Representative to Team Lead, Quality Analyst, or Technical Support Specialist.
- Mentorship programs pairing new hires with seasoned professionals.
- Annual performance reviews that recognize achievements and outline growth plans.
Work Environment & Culture
Our remote culture is built on trust, transparency, and collaboration. You’ll benefit from:
- Regular virtual team huddles and cross‑functional meetings.
- Open communication channels via Microsoft Teams, Slack, and email.
- A supportive, inclusive environment that values diverse perspectives.
- Flexibility to balance professional responsibilities with personal life.
- Recognition programs that celebrate milestones and exceptional performance.
Benefits & Perks
While the role is contractor‑based, brighthush offers a range of perks to enhance your experience:
- Competitive hourly rate with weekly payouts.
- Access to a digital benefits portal for health, wellness, and professional development resources.
- Opportunity to participate in company‑wide wellness challenges and virtual social events.
- Discounts on technology and productivity tools.
- Potential for transition to a full‑time position based on performance and business needs.
How to Apply
Ready to make a difference in the lives of healthcare members? Submit your application through our secure portal. Please ensure your resume is in English and includes the following:
- Proof of bilingual proficiency.
- Detailed work history highlighting inbound call center or healthcare experience.
- Any certifications related to HIPAA or customer service.
Our hiring process is designed to be fair and transparent:
- Resume Review
- Pre‑Screen Questionnaire
- Short One‑Way Video Interview
- Pre‑Screen Interview
- Background Check
All candidates will be required to complete a cultural fit assessment and a background check as part of the final selection process. Employment is contingent upon successful completion of these steps.
What Makes You a Great Fit
- Customer Service Excellence: You handle challenging situations with patience, empathy, and professionalism, ensuring every member feels valued.
- Professionalism: You communicate respectfully, maintain composure under pressure, and take ownership of your responsibilities.
- Adaptability: You thrive in a fast‑paced environment, adjusting priorities as needed and remaining flexible when unexpected events arise.
Join brighthush Today
Become part of a team that is reshaping healthcare customer support. If you are a bilingual, detail‑oriented professional who thrives in a remote setting and is passionate about delivering exceptional service, we want to hear from you. Apply now and help us bring clarity, compassion, and convenience to every member’s journey.
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