Part‑Time Customer Service Representative – Behavioral Health Member Services (Remote, Pennsylvania) – Join brighthush’s 24/7 Support Team

About brighthush

At brighthush, we are dedicated to transforming the way behavioral health services are delivered across Pennsylvania. Our mission is to provide compassionate, accessible, and high‑quality care to every member, ensuring that no one faces mental health challenges alone. As a leading provider of community‑based behavioral health solutions, brighthush operates a state‑of‑the‑art, high‑volume call center that serves as the first point of contact for members, providers, and partners. We pride ourselves on a culture of empathy, continuous learning, and innovative problem‑solving, and we are looking for enthusiastic professionals to help us uphold these standards.

Why This Role Matters

The Customer Service Representative position is the heartbeat of brighthush’s Member Services Department. Working remotely, you will be the trusted voice that guides members through complex benefit structures, triages urgent mental health crises, and connects callers with the right resources—all while maintaining the highest standards of confidentiality and professionalism. Your contributions directly impact the well‑being of thousands of Pennsylvanians who rely on brighthush for timely, compassionate support.

Key Responsibilities

• Serve as the primary point of contact for inbound calls from members, providers, and community partners, handling an average of 30‑40 calls per shift.
• Conduct initial crisis triage assessments, applying brighthush’s evidence‑based protocols to stabilize callers and determine the need for escalation to a licensed Care Manager.
• Maintain an up‑to‑date, comprehensive understanding of member benefits, plan designs, exclusions, and policy changes, ensuring accurate information is conveyed on every call.
• Document all interactions in brighthush’s Customer Service system in compliance with HIPAA, state regulations, and internal quality standards.
• Facilitate member access to services by scheduling appointments, arranging transportation through the Medical Assistance Transportation Program, or coordinating with the Pennsylvania Health Management Coordinating Office (PHMCO) as needed.
• Guide members through the complaint process, logging concerns, attempting resolution, and escalating unresolved issues according to brighthush’s policies.
• Collaborate with Care Management, Clinical, and Administrative teams to develop outreach scripts, member alerts, and educational materials.
• Identify trends in member inquiries and provide actionable feedback to leadership for continuous improvement of benefit designs and service delivery.
• Perform outreach calls under the supervision of Care Management staff, following up on pending actions, appointment reminders, and post‑discharge support.
• Adhere to brighthush’s mission and philosophy in every interaction, demonstrating empathy, cultural sensitivity, and professionalism.

Essential Qualifications

• High school diploma or equivalent required; some college coursework preferred.
• Minimum of 6 months of customer service or call‑center experience; 1+ year of experience is strongly preferred.
• Legal authorization to work in the United States without the need for future sponsorship.
• Proficient typing skills (minimum 40 wpm) and basic analytical abilities to evaluate caller inquiries.
• Strong interpersonal, verbal, and written communication skills, with the ability to convey complex information clearly.
• Demonstrated ability to work independently in a remote environment while maintaining high productivity and quality standards.
• Reliable high‑speed internet connection (minimum 10 Mbps download/upload) and a quiet, private workspace with a door.
• Familiarity with Microsoft Windows operating systems and general computer literacy.
• Act 34 clearance (or ability to obtain) as required for handling Medicaid‑related information.

Preferred Qualifications & Experience

• Experience working with Pennsylvania Medicaid, Community HealthChoices, HealthChoices, or other state‑run behavioral health programs.
• Knowledge of Pennsylvania healthcare providers, community resources, and transportation assistance programs.
• Previous experience in a high‑volume behavioral health triage or crisis call center.
• Spanish language proficiency (spoken and written) to serve our diverse member base.
• Exposure to electronic health record (EHR) systems or customer relationship management (CRM) platforms.
• Demonstrated ability to handle emotionally intense situations with composure and empathy.

Core Skills & Competencies

• Empathy & Active Listening: Ability to understand and respond to callers’ emotional states while maintaining professional boundaries.
• Critical Thinking: Quickly assess the severity of a situation and determine appropriate escalation pathways.
• Attention to Detail: Accurate documentation and adherence to compliance standards.
• Time Management: Efficiently manage call volume while meeting quality metrics and service level agreements.
• Technology Proficiency: Comfortable navigating multiple software applications simultaneously.
• Team Collaboration: Work seamlessly with Care Managers, Clinical staff, and administrative teams to resolve member needs.

Work Environment & Culture at brighthush

brighthush embraces a flexible, remote‑first work model that empowers employees to balance professional responsibilities with personal well‑being. Our virtual call center is supported by a robust technology stack, regular training webinars, and a dedicated IT help desk to ensure uninterrupted service. We foster a culture of continuous improvement, encouraging team members to share ideas, participate in cross‑functional projects, and pursue professional development opportunities.

Key cultural pillars include:

• Compassionate Service: Every interaction is guided by a genuine desire to help members navigate their mental health journeys.
• Integrity & Confidentiality: Strict adherence to privacy regulations and ethical standards.
• Innovation: We leverage data analytics and emerging technologies to enhance member experiences.
• Diversity & Inclusion: A workplace where varied perspectives are celebrated and all employees feel valued.

Compensation, Perks & Benefits

While exact salary ranges will be discussed during the interview process, brighthush offers a competitive hourly wage commensurate with experience, along with a comprehensive benefits package that may include:

• Health, dental, and vision insurance options.
• Retirement savings plan with employer matching.
• Paid time off (PTO) and holiday pay, with flexibility for remote workers.
• Professional development stipend for certifications, courses, or conferences.
• Employee assistance program (EAP) focused on mental health and wellness.
• Technology allowance to support a high‑quality home office setup.

Career Growth & Learning Opportunities

brighthush is committed to nurturing talent from within. As a Customer Service Representative, you will have clear pathways to advance into roles such as:

• Senior Member Services Specialist
• Care Management Coordinator
• Quality Assurance Analyst
• Training & Development Facilitator
• Operations Team Lead

We provide ongoing training on behavioral health best practices, crisis intervention techniques, and regulatory updates, ensuring you stay at the forefront of the industry.

Application Process

If you are passionate about making a tangible difference in the lives of Pennsylvanians, thrive in a fast‑paced, remote environment, and meet the qualifications outlined above, we encourage you to apply today. Join brighthush’s dedicated team of professionals who are redefining behavioral health support across the Commonwealth.

Apply to this position at brighthush

Equal Opportunity Statement

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, including veterans, individuals with disabilities, and members of protected classes.