Multilingual Health Plan Member Support Specialist – Bilingual Customer Service Navigator (Remote) – Championing Inclusive Care & Seamless Member Experience at brighthush

About brighthush

brighthush is a trailblazing health plan provider that is redefining how people experience health care across California and beyond. With a mission rooted in empowerment, we strive to help individuals and families achieve optimal health through personalized, high‑quality care. By blending cutting‑edge technology, compassionate service, and strong community partnerships, we create a seamless experience for every member. Whether you’re a seasoned professional or a passionate newcomer, you’ll find a culture that values collaboration, continuous learning, and a genuine commitment to making a difference.

Industry Landscape & Our Vision

The health insurance industry is evolving at a rapid pace. Consumers now expect instant access to information, culturally relevant support, and a transparent, member‑centric experience. At brighthush, we are not just keeping up—we’re setting the standard. Our vision is to become the most trusted, member‑first health plan in the region, known for our dedication to inclusivity, innovation, and exceptional service.

Why brighthush?

At brighthush, we believe the best care starts with the people who deliver it. That’s why we invest heavily in our team, offering:

• Competitive base salary plus performance‑based incentives
• Comprehensive health, dental, and vision benefits for you and your family
• Flexible work‑from‑home arrangements and a fully remote environment
• Unlimited paid time off and a generous holiday schedule
• Professional development budget and tuition reimbursement for relevant courses
• Employee wellness programs, including virtual fitness classes and mental health resources
• Regular team‑building events, both virtual and in‑person, to foster connection and collaboration

Key Responsibilities

As a Bilingual Customer Service Navigator, you will be the first point of contact for members enrolled in brighthush’s D‑SNP and CMC plans. Your role will be pivotal in ensuring members receive timely, accurate information and support across a wide range of health and prescription benefits. Below is a detailed breakdown of what your day‑to‑day responsibilities will look like:

• Member Engagement: Handle inbound calls and inquiries from brighthush members in Spanish, Tagalog, Cantonese, or Mandarin, providing clear, empathetic, and culturally sensitive assistance.
• Benefit Education: Explain brighthush health and prescription drug benefits, eligibility criteria, and provider network options, ensuring members understand how to access care.
• Welcome Calls: Conduct proactive “New Member Welcome Calls” to introduce members to their benefits, set expectations, and gather essential information.
• Issue Resolution: Investigate and resolve member challenges related to accessing brighthush‑covered services, including medical appointments, prescription refills, and specialist referrals.
• Enrollment Retention: Monitor member enrollment status, identify at‑risk members, and collaborate with partner agencies to maintain continuous coverage.
• Documentation & Reporting: Accurately record member interactions, complaints, grievances, and appeals in the system, ensuring compliance with regulatory standards.
• Service Requests: Prepare and submit member‑initiated requests for services directly to brighthush Health Services and coordinate continuity of care with non‑contracted providers.
• Community Referrals: Connect members with appropriate community partner agencies—such as behavioral health, aging services, legal aid, or HICAP—based on individual needs.
• Clinical Coordination: Relay pertinent health information to brighthush clinical staff to facilitate care coordination and prescription management.
• Community Representation: Represent brighthush at health fairs, partnership meetings, committees, and coalitions, promoting the organization’s values and services.
• Continuous Improvement: Participate in process improvement initiatives, share best practices, and contribute to the evolution of member support strategies.

Essential Qualifications

• High school diploma or GED equivalent.
• 2–3 years of customer service experience, preferably within a health plan or related environment.
• Prior experience working with seniors, individuals with disabilities, or in a medically related role (e.g., medical assisting).
• Fluency in at least one of the following languages: Spanish, Tagalog, Cantonese, or Mandarin.
• Proficiency with personal computers and Microsoft Office Suite (Outlook, Word, Excel, Access, PowerPoint).
• Strong understanding of health insurance concepts and customer service best practices.
• Excellent communication skills—both verbal and written—in English and the chosen language.
• Ability to handle complex inquiries, resolve conflicts, and maintain composure under pressure.
• Demonstrated commitment to confidentiality, compliance, and ethical standards.

Preferred Qualifications

• Experience with electronic health record (EHR) systems or member portal platforms.
• Knowledge of behavioral health, aging services, or community resources in California.
• Previous exposure to care coordination or case management roles.
• Certification in customer service or health care administration.
• Experience working remotely with a self‑directed, results‑oriented mindset.

Skills & Competencies

• Multilingual Communication: Ability to convey complex information clearly and compassionately in multiple languages.
• Problem‑Solving: Analytical thinking to diagnose issues and develop effective solutions quickly.
• Empathy & Cultural Sensitivity: Genuine care for diverse populations and an understanding of cultural nuances.
• Time Management: Prioritize tasks, manage call volume, and meet performance metrics.
• Team Collaboration: Work effectively with clinical staff, provider services, and community partners.
• Adaptability: Thrive in a dynamic environment, embracing new technologies and processes.
• Data Integrity: Maintain accurate records and adhere to data privacy regulations.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Bilingual Customer Service Navigator, you will have access to a range of professional development resources:

• Structured onboarding program with mentorship from senior navigators.
• Regular training sessions on health plan updates, new benefits, and regulatory changes.
• Access to online learning platforms covering topics such as health insurance, case management, and cultural competency.
• Opportunities to lead cross‑functional projects and present findings to senior leadership.
• Clear career ladder with defined pathways to roles such as Senior Navigator, Team Lead, or Care Coordination Manager.

Work Environment & Company Culture

brighthush fosters a culture that is:

• Inclusive and respectful of all backgrounds.
• Transparent, with open lines of communication between all levels.
• Innovative, encouraging employees to experiment with new tools and ideas.
• Supportive, offering peer‑support groups and mentorship programs.
• Balanced, promoting work‑life harmony through flexible scheduling and remote work.

Compensation & Benefits

While specific figures vary by role and experience, brighthush offers:

• Competitive base salary aligned with industry standards.
• Performance bonuses tied to member satisfaction scores and call resolution metrics.
• Health, dental, and vision insurance plans for employees and dependents.
• 401(k) plan with company match.
• Paid parental leave, sick leave, and vacation time.
• Professional development stipend and tuition reimbursement.
• Wellness initiatives, including virtual fitness classes, mental health counseling, and health coaching.

How to Apply

Ready to make a tangible difference in the lives of diverse communities? Join brighthush as a Bilingual Customer Service Navigator and help us deliver exceptional care to every member. Click the link below to submit your application and take the first step toward an exciting, rewarding career.

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Closing Statement

At brighthush, we’re more than a health plan provider—we’re a community of dedicated professionals who believe that every member deserves personalized, compassionate care. If you’re passionate about serving diverse populations, thrive in a remote setting, and want to grow your career while making a real impact, we want to hear from you. Apply today and become a vital part of our mission to empower health for all.