Remote Customer Care Representative – Hawaii – Elevate Patient Support & Community Health

Welcome to brighthush: Where Compassion Meets Innovation

At brighthush, we’re redefining the way people connect with healthcare. Our mission is simple yet powerful: remove barriers to care, empower communities, and deliver personalized support that feels like a warm hug. Based in the beautiful state of Hawaii, brighthush blends the tranquility of island life with cutting‑edge technology to create a seamless, patient‑centric experience. As a Remote Customer Care Representative, you’ll be the friendly voice that brings our promise to life—every call, every chat, every interaction.

Why brighthush? The Impact You’ll Make

• Transform Lives Daily: Your work directly improves access to care for thousands of members across the islands.
• Be a Thought Leader: We value your ideas. Your feedback shapes policies, processes, and product features.
• Exceed Industry Standards: brighthush consistently surpasses NCQA benchmarks for customer service excellence.
• 24/7 Multilingual Support: Serve a diverse community with multilingual capabilities available around the clock.
• Community‑First Culture: Join a team that celebrates collaboration, innovation, and personal growth.

Position Overview

As a Remote Customer Care Representative, you will be the frontline ambassador of brighthush. Your primary responsibility is to handle inbound calls, chats, and emails from members, clients, and partner facilities. You’ll manage a high volume of interactions—typically 60‑80 calls per day—while maintaining exceptional service quality. Your role will evolve as you gain expertise, taking on more complex inquiries and contributing to process improvements.

Key Responsibilities

• Answer inbound member and client inquiries via phone, chat, and email with professionalism and empathy.
• Navigate the brighthush member portal and electronic health record (EHR) systems to retrieve and update information.
• Resolve issues related to appointments, billing, benefits, and service access while adhering to privacy regulations (HIPAA).
• Escalate unresolved or sensitive cases to appropriate departments, ensuring timely follow‑up.
• Maintain accurate call logs, documentation, and data entry in our CRM platform.
• Participate in daily huddles and weekly training sessions to stay current on policies, product updates, and best practices.
• Contribute to continuous improvement initiatives by sharing insights and suggesting workflow enhancements.
• Support multilingual service by providing assistance in multiple languages when available.
• Adhere to performance metrics: average handle time, first‑contact resolution, customer satisfaction scores.

Essential Qualifications

• Current resident of Hawaii with a reliable high‑speed internet connection (minimum upload 3 Mbps, download 30 Mbps).
• Minimum 1 year of call center experience, preferably in healthcare or a related field.
• At least 6 months of direct customer service experience handling complex inquiries.
• Proficient typing and computer navigation skills; comfortable using multiple software platforms.
• Strong verbal and written communication skills in English; additional language proficiency is a plus.
• Ability to work independently in a quiet, distraction‑free home office environment.
• Commitment to maintaining confidentiality and compliance with all regulatory standards.

Preferred Qualifications

• Experience with electronic health record (EHR) systems or healthcare billing software.
• Prior exposure to HIPAA compliance and data privacy protocols.
• Background in telehealth or virtual care support.
• Demonstrated ability to manage high call volumes while maintaining quality service.
• Experience in a remote or distributed team setting.

Skills & Competencies

• Customer‑Centric Mindset: Passion for helping others and a genuine desire to improve patient experience.
• Problem‑Solving: Ability to analyze issues, think critically, and provide effective solutions quickly.
• Adaptability: Thrive in a fast‑changing environment, embracing new tools and processes.
• Team Collaboration: Communicate clearly with cross‑functional teams, sharing insights and best practices.
• Time Management: Prioritize tasks efficiently to meet performance targets.
• Technical Proficiency: Comfortable learning new software and troubleshooting basic technical issues.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional journey is as important as the service you provide. We offer:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular skill‑building workshops covering advanced customer service techniques, healthcare industry trends, and technology updates.
• Clear career pathways: from Customer Care Representative to Team Lead, Operations Analyst, or Customer Experience Manager.
• Access to internal job boards and cross‑departmental projects to broaden your experience.
• Annual performance reviews with actionable feedback and personalized development plans.

Work Environment & Culture at brighthush

Our culture is built on three pillars: Innovation, Collaboration, and Growth. We celebrate diversity, encourage open dialogue, and reward creative problem‑solving. As a remote team, we rely on digital collaboration tools, but we also host quarterly virtual retreats and monthly town‑hall meetings to keep our community connected.

We foster a supportive environment where every voice matters. Whether you’re a seasoned professional or new to the industry, you’ll find mentors, peers, and leaders who are eager to help you succeed.

Compensation & Benefits

We offer a competitive hourly rate of $18.00, with opportunities for overtime and performance bonuses. In addition to your base pay, brighthush provides a comprehensive benefits package designed to support you and your family:

• Health, Dental, and Vision Insurance (including telehealth coverage).
• Life and Disability Insurance.
• 401(k) Retirement Plan with company match.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• Wellness Program with incentives for physical activity, mental health, and preventive care.
• Paid Time Off (PTO), Holiday Pay, and a Birthday Holiday.
• Maternity/Paternity Leave and Family Support Programs.
• Continuing Education Reimbursement and Professional Development Grants.
• Discount Program for brighthush products and partner services.
• Pay‑on‑Demand feature for flexible cash flow.

How to Apply

Ready to join a team that’s changing the face of healthcare in Hawaii? Click the link below to submit your application and start your journey with brighthush today.

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Equal Opportunity Employer

brighthush is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, veteran status, or any other characteristic protected by law.