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

Welcome to brighthush – Where Innovation Meets Compassion

At brighthush, we’re not just a healthcare organization; we’re a movement that reimagines how people experience care. Leveraging cutting‑edge technology and a patient‑first philosophy, we empower our members to navigate the continuum of care with confidence and ease. As we expand our Member Services Operations, we’re on the lookout for a dedicated, bilingual Customer Service Representative who can fluently converse in Cantonese or Mandarin. If you thrive in a fast‑paced, remote environment and are passionate about elevating the member experience, this role is your next career milestone.

Key Responsibilities – Your Impact in Action

As the first point of contact for members, providers, health plans, and other stakeholders, you’ll play a pivotal role in shaping the day‑to‑day experience of thousands of individuals. Your responsibilities will span a broad spectrum of inbound and outbound interactions, ensuring every conversation is accurate, timely, and courteous.

• Inbound Call Management: Triage and resolve calls from members, providers, health plans, insurance brokers, collection agents, and hospitals. Verify authorizations, claims, eligibility, and status while documenting every interaction in our customer service module and NMM Queue system.
• Outbound Outreach: Proactively reach out to members for appointment scheduling, transportation arrangements, and follow‑ups 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 smooth transitions 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 Qualifications – What We Expect

• Fluent in Cantonese or Mandarin (written and spoken) with excellent English communication skills.
• Minimum one year of customer service experience, preferably in a healthcare setting.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and a quick learner for 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 – Bonus Points

• 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 – The DNA of Success

• 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 – Your Path Forward

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Representative, you’ll have the chance 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 – Thrive in a Remote‑First World

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 Value Your Contribution

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? – Make an Impact, Grow, and Thrive

At brighthush, you’ll 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 – Take the First Step

If you’re 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.