Member Support Specialist – Phone, Chat, Email – Customer Success & Healthcare Advocacy at brighthush

About brighthush

brighthush is a trailblazing Health‑Tech company on a mission to transform the way patients and providers access medication. By leveraging cutting‑edge technology, data analytics, and a relentless focus on customer experience, we’re redefining the Pharmacy Benefit Management (PBM) landscape. Since our founding, we’ve onboarded hundreds of thousands of members nationwide, and our platform is already making a measurable difference in reducing costs and improving care for employers, health plans, and patients.

Our culture is built on three core values: Integrity, Courage, and Together. We believe in doing the right thing even when it’s hard, embracing challenges as opportunities for growth, and building bridges that lift everyone up. If you’re passionate about creating real impact in healthcare and thrive in a collaborative, fast‑paced environment, brighthush is the place for you.

Why Join Our Call Center Team?

Exceptional member support is the heartbeat of our success. In healthcare, the quality of customer interactions directly influences patient access to care and the overall effectiveness of our platform. As a Member Support Specialist, you’ll be the frontline advocate for our members, ensuring they receive timely, accurate, and compassionate assistance across phone, chat, and email channels.

We’re looking for dedicated professionals who bring strong communication skills, a data‑driven mindset, and a genuine desire to help people. If you thrive in a dynamic environment, love solving problems, and want to make a tangible difference in people’s lives, we want to hear from you.

Key Responsibilities

• Multi‑Channel Member Engagement: Handle inbound calls, chat sessions, and email inquiries, delivering a world‑class experience that reflects brighthush’s commitment to excellence.
• Issue Resolution & Documentation: Follow up on member concerns, resolve issues on the first contact whenever possible, and meticulously document all interactions in our CRM system.
• Benefit Education: Explain pharmacy benefits, formulary options, and cost‑saving tools to members, ensuring they understand how to maximize their coverage.
• Escalation Management: Identify complex or high‑priority cases, route them to the appropriate department, and conduct preliminary research to expedite resolution.
• Data Accuracy & Compliance: Safeguard sensitive information, maintain strict adherence to HIPAA and PPI regulations, and uphold the highest standards of data integrity.
• Continuous Improvement: Participate in ongoing training, share insights with the team, and contribute to process enhancements that elevate member satisfaction.

What You’ll Bring to brighthush

• Experience: Minimum of 1 year in a call center or customer support environment, preferably within healthcare or insurance.
• Location: Reside within commuting distance of our Lehi, UT office. Onsite presence is required for the initial 9‑week training and nesting period; hybrid or remote rotation may be considered based on performance.
• Technical Proficiency: Comfortable using Windows, MS Office, and G‑Suite. Experience with Salesforce Service Cloud, Talkdesk, or similar CRM platforms is a plus.
• Education: High School Diploma, GED, or equivalent.
• Communication Skills: Active listening, clear verbal and written communication, and a high degree of empathy.
• Multitasking & Organization: Ability to manage multiple inquiries simultaneously while maintaining accuracy and attention to detail.
• Passion for Service: A genuine desire to help people and a patient‑centric mindset.
• Preferred Background: Prior exposure to benefits administration, employer benefits, insurance, prescriptions, medical billing, or pharmacy operations; experience resolving complex call center issues.

Training & Onboarding

We invest heavily in your success. The role begins with a 9‑week intensive onsite training program at our Lehi office. The first 3 weeks are a structured classroom experience from 8:00 am to 4:30 pm Mountain Time, requiring 100% attendance. This period covers:

• Product knowledge and platform navigation
• Compliance and regulatory training (HIPAA, PPI, etc.)
• Soft‑skill development (communication, empathy, conflict resolution)
• Hands‑on practice with our CRM and support tools
• Assessment and feedback sessions to ensure readiness for live support

After training, you’ll transition to your assigned shift schedule, which runs Monday‑Friday with rotating weekend and holiday coverage. This structure ensures that we provide continuous support to our members while giving you a balanced work‑life rhythm.

Career Growth & Development

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Member Support Specialist, you’ll have opportunities to:

• Progress into senior support roles or team lead positions
• Transition into product, operations, or quality assurance teams
• Participate in cross‑functional projects that shape the future of our platform
• Access ongoing professional development, including certifications in customer experience, healthcare compliance, and data analytics
• Benefit from mentorship programs that pair you with experienced leaders across the organization

Work Environment & Culture

Our Lehi office is a vibrant, collaborative space designed to foster creativity and teamwork. You’ll find:

• Open‑concept work areas with ergonomic furniture
• Well‑stocked kitchen and lounge areas for breaks and informal meetings
• Regular team‑building events, hackathons, and wellness activities
• A culture that celebrates transparency, innovation, and mutual respect
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard

Compensation & Benefits

We offer a competitive hourly rate of $22.00, with potential for bonuses, commissions, or equity based on performance and role. In addition to base pay, you’ll receive a comprehensive benefits package that includes:

• Medical, dental, vision, and life insurance
• Short‑term and long‑term disability coverage
• Flexible Spending Accounts (FSA) for healthcare and dependent care
• 401(k) retirement savings plan with company match
• Paid time off (3 weeks PTO, paid holidays, paid parental leave)
• Wellness programs (mental health support, employee assistance program)
• Commuter benefits and transportation subsidies
• Professional development stipend and training opportunities
• Regular wellness events, team outings, and community service initiatives

Individual offers are tailored to your experience, skills, and geographic location. Our recruiters are happy to discuss specific details during the hiring process.

How to Apply

If you’re ready to bring your passion for customer service and healthcare advocacy to a forward‑thinking company, we encourage you to apply today. Join brighthush and help us shape the future of medication access for millions of members across the United States.