Multilingual Customer Service Representative – Cantonese & Mandarin – Member Services Operations – Remote – Healthcare

About brighthush and the Opportunity

brighthush is a forward‑thinking, technology‑driven healthcare organization that is redefining how members experience care. With a mission to deliver seamless, patient‑centered services across the continuum of care, we empower our teams to innovate, collaborate, and grow. As we expand our Member Services Operations, we are looking for a dedicated, bilingual Customer Service Representative who can speak fluent Cantonese or Mandarin to become an integral part of our dynamic, remote team.

In this role, you will be the first point of contact for members, providers, health plans, and other stakeholders. Your ability to communicate clearly, resolve complex inquiries, and maintain the highest level of confidentiality will directly impact member satisfaction and operational efficiency. If you thrive in a fast‑paced environment, enjoy problem‑solving, and are passionate about improving the member experience, brighthush invites you to join our mission‑driven culture.

Key Responsibilities

As a Customer Service Representative at brighthush, you will manage a wide array of inbound and outbound interactions, ensuring every member and provider receives accurate, timely, and courteous service. Your day-to-day tasks will include:

• Inbound Call Management: Answer and triage calls from members, providers, health plans, insurance brokers, collection agents, and hospitals. Gather essential information, verify authorizations, claims, eligibility, and status, and document all interactions in our customer service module and NMM Queue system.
• Outbound Outreach: Conduct proactive outreach to members for appointment scheduling, transportation arrangements, and follow‑up on pending authorizations. Coordinate with case management, marketing, and medical directors to resolve escalated cases.
• Member & Provider Support: Assist with complex pre‑existing conditions, medication reviews, and network selection. Facilitate conference calls with providers for appointments, durable medical equipment (DME), and billing inquiries.
• Special Projects & Concierge Services: Lead new member onboarding, IPA member transfers, and PCP change processes. Collaborate with internal teams to ensure a smooth transition and high member satisfaction.
• Documentation & Compliance: Maintain strict confidentiality, accurately record all member interactions, and obtain HIPAA consent where required. Ensure all communications comply with regulatory standards and internal policies.
• Quality & Continuous Improvement: Participate in quality assurance initiatives, provide feedback on process improvements, and support training for new hires.

Essential Duties & Requirements

• Fluent in Cantonese or Mandarin (written and spoken) with excellent English communication skills.
• One year of customer service experience, preferably in a healthcare setting.
• Proficient with Microsoft Office Suite (Word, Excel, Outlook) and comfortable learning new software platforms.
• Strong problem‑solving skills and the ability to handle high‑volume, complex inquiries with professionalism.
• Excellent organizational skills, attention to detail, and the ability to manage multiple priorities simultaneously.
• Commitment to maintaining confidentiality and adhering to HIPAA regulations.
• Ability to work independently in a remote environment while collaborating effectively with cross‑functional teams.

Preferred Qualifications

• Experience with healthcare claims processing, authorization workflows, and provider network management.
• Knowledge of Medicare, Medi‑Cal, and other public insurance programs.
• Previous exposure to customer service modules, queue management systems, or CRM platforms.
• Experience in a bilingual call center or concierge service role.
• Demonstrated ability to handle escalated member or provider complaints with empathy and resolution.

Skills & Competencies

• Communication: Clear, concise, and empathetic verbal and written communication in both Cantonese/Mandarin and English.
• Technical Proficiency: Comfortable navigating multiple software systems, data entry, and troubleshooting basic technical issues.
• Customer‑Centric Mindset: Passion for delivering exceptional service and a genuine desire to help members navigate their healthcare journey.
• Adaptability: Ability to thrive in a dynamic environment, quickly learn new processes, and adjust to changing priorities.
• Team Collaboration: Strong interpersonal skills, willingness to support colleagues, and contribute to a positive team culture.
• Attention to Detail: Meticulous record‑keeping, accurate data entry, and adherence to compliance standards.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Representative, you will have the opportunity to:

• Progress into senior support roles, such as Team Lead or Supervisor, overseeing a group of representatives.
• Transition into specialized areas like Claims Processing, Member Experience, or Health Plan Liaison.
• Participate in ongoing training programs, including healthcare industry certifications, customer service excellence workshops, and leadership development courses.
• Engage in cross‑departmental projects that drive innovation and improve member outcomes.

Work Environment & Company Culture

brighthush fosters a culture of inclusion, collaboration, and continuous improvement. Our remote work model empowers you to maintain a healthy work‑life balance while staying connected with a vibrant, supportive team. We celebrate diversity, encourage open communication, and reward creativity and initiative. As part of our community, you will enjoy:

• Flexible scheduling within core hours (8:30 am – 5:00 pm PST) to accommodate personal commitments.
• Regular virtual team huddles, knowledge‑sharing sessions, and social events.
• A culture that values transparency, accountability, and mutual respect.
• Access to wellness resources, including mental health support and employee assistance programs.

Compensation & Benefits

We offer a competitive hourly rate ranging from $17.50 to $22.00, adjusted for geographic location, experience, and performance. In addition to base pay, you will receive:

• Health, dental, and vision insurance options (for eligible employees).
• Paid time off (vacation, sick leave, and holidays).
• 401(k) retirement plan with company match.
• Professional development stipend and tuition reimbursement for relevant courses.
• Employee wellness program, including gym membership discounts and mindfulness resources.
• Technology stipend to support a productive home office setup.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven organization that values your voice, supports your growth, and rewards your dedication. Your bilingual skills will be essential in bridging communication gaps and ensuring that every member receives the care and support they deserve. Join us to make a tangible difference in the lives of our members while advancing your career in a supportive, innovative environment.

How to Apply

If you are ready to bring your passion for customer service, bilingual expertise, and commitment to excellence to brighthush, we encourage you to apply today. Submit your resume and cover letter through our careers portal, and let’s explore how you can contribute to our growing Member Services team.