Remote Customer Service Representative – Health Care Enrollment & Support Specialist – Rochester, NY – Empower Lives with brighthush’s Health Coverage Innovation – Join Our Compassionate, Data‑Driven Team

About brighthush

brighthush is a pioneering force in the health‑care ecosystem, dedicated to simplifying the journey to coverage for individuals, families, and communities across the United States. By partnering with state and federal agencies, we streamline enrollment, manage life‑event changes, and ensure that every consumer receives the right plan at the right time. Our mission is to empower people with clear, compassionate guidance and reliable tools, so they can focus on what matters most—their health and well‑being.

Why Join brighthush?

As a Remote Customer Service Representative, you will be the frontline voice of brighthush, connecting with consumers across the Rochester, NY area and beyond. This role offers the flexibility of working from home while staying connected to a vibrant, collaborative team that values innovation, diversity, and professional growth. You will play a pivotal role in helping people secure the health coverage they need, making a tangible difference in their lives.

What Makes brighthush Stand Out?

• Mission‑Driven Impact: Every call you handle directly supports our core goal of making health coverage accessible and understandable.
• Data‑Powered Decision Making: We use advanced analytics to continuously improve our processes, giving you a chance to contribute to data‑driven initiatives.
• Inclusive Culture: We celebrate diversity and foster an environment where every voice is heard and valued.
• Remote‑First Flexibility: Work from the comfort of your home, with flexible scheduling that respects your personal commitments.

Key Responsibilities

• Consumer Interaction: Answer inbound calls from the general public, prospective enrollees, and authorized representatives. Provide clear, courteous, and accurate information in line with all performance standards, policies, and confidentiality protocols.
• Multi‑Channel Support: Respond to all forms of inbound and outbound contacts, including email, chat, and social media inquiries, ensuring a consistent and professional experience across channels.
• Data Management: Track and document every inquiry using the designated customer relationship management (CRM) system. Maintain meticulous records to support quality assurance and reporting.
• Referral & Escalation: Transfer or refer consumers to the appropriate department or external partner based on established guidelines. Escalate complex issues to senior staff for resolution.
• Enrollment Processing: Process new health‑care coverage applications via telephone. Build tax household information, calculate household income, determine eligibility, interpret Marketplace determinations, and enroll consumers into suitable health plans.
• Life‑Event Management: Handle life‑event changes, demographic updates, disenrollment requests, and special enrollment periods with accuracy and empathy.
• Materials Fulfillment: Facilitate the delivery of enrollment materials via mail, email, or secure download links.
• Translation Services: Provide or coordinate translation services for non‑English speaking callers, ensuring clear communication and compliance with accessibility standards.
• Training & Development: Attend scheduled meetings, training sessions, and workshops to stay current on program updates, system enhancements, and best practices.
• Quality & Compliance: Meet or exceed Quality Assurance (QA) metrics and key performance indicators (KPIs). Adhere to safety standards and maintain a professional, respectful work environment.
• Physical & Technical Requirements: Remain in a stationary position for extended periods, occasionally lift or move items up to 25 pounds. Operate computer systems, phone systems, and headsets efficiently.
• Additional Duties: Perform other tasks as assigned by management, demonstrating flexibility and a proactive attitude.

Essential Qualifications

• High school diploma or GED required.
• Minimum of 6 months of relevant professional experience, or an equivalent combination of education and experience.
• Residency within 100 miles of Rochester, NY.
• Strong data entry skills and proficiency with telephone systems.
• Excellent organizational, interpersonal, written, and verbal communication abilities.
• Ability to thrive in a fast‑paced, dynamic environment while managing multiple tasks simultaneously.
• Demonstrated teamwork and independent work capabilities.
• Comfortable with technology: computers, headsets, and CRM platforms.
• Previous customer service experience preferred.

Preferred Qualifications

• Experience in health‑care enrollment or related fields.
• Knowledge of privacy and confidentiality regulations (e.g., HIPAA).
• Multilingual proficiency, especially in Spanish or other widely spoken languages in the region.
• Familiarity with translation service coordination.
• Prior exposure to remote work environments and home‑office technology.

Skills & Competencies

• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help consumers navigate health‑care options.
• Problem‑Solving: Ability to analyze situations, identify solutions, and implement them efficiently.
• Attention to Detail: Accuracy in data entry, documentation, and compliance with policies.
• Time Management: Prioritize tasks, meet deadlines, and maintain productivity in a remote setting.
• Technical Proficiency: Comfortable with multiple software applications, virtual meeting tools, and troubleshooting basic technical issues.
• Adaptability: Respond to changing priorities, new procedures, and evolving consumer needs.

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 access to:

• Structured onboarding and continuous training programs covering health‑care policy, technology, and customer‑service excellence.
• Mentorship from experienced team members and leaders.
• Cross‑functional projects that expose you to different aspects of the organization.
• Opportunities to advance into supervisory roles, program management, or specialized health‑care support positions.
• Professional development resources, including certifications, workshops, and tuition reimbursement for relevant courses.

Work Environment & Company Culture

brighthush fosters a culture of collaboration, respect, and continuous improvement. Even though you will be working remotely, you will be an integral part of a supportive team that values:

• Open communication and transparency.
• Work‑life balance and flexible scheduling.
• Diversity and inclusion, ensuring every voice is heard.
• Recognition of achievements and contributions.
• Community engagement and volunteer opportunities.

Compensation & Benefits

We offer a competitive hourly rate of $20.00 per hour, commensurate with experience and performance. In addition to base pay, brighthush provides a comprehensive benefits package that includes:

• Health, dental, and vision insurance plans.
• Life and disability coverage.
• 401(k) retirement savings plan with company match.
• Paid holidays, sick leave, and paid time off (PTO).
• Employee assistance programs and wellness resources.
• Professional development allowances and tuition reimbursement.
• Flexible work arrangements and remote‑work support.

Home Office Requirements

• Reliable internet connection with a minimum speed of 20 Mbps (test at speedtest.net).
• Connectivity via Wi‑Fi or Category 5/6 Ethernet cable to a home router.
• Permanent residence in the continental United States.
• Quiet, dedicated workspace free from distractions.

Equal Opportunity & Accommodations

brighthush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, or any other legally protected characteristic. We are committed to providing reasonable accommodations to individuals with disabilities throughout the hiring process. If you require assistance, please contact People Operations at [email protected].

How to Apply

Ready to make a difference? Click the link below to submit your application and join the brighthush team:

Apply to this job

Closing

At brighthush, we believe that every call is an opportunity to improve someone’s health‑care journey. If you are passionate about customer service, eager to learn, and ready to help people secure the coverage they deserve, we encourage you to apply today. Join us and be part of a mission that matters.