Seasoned Bilingual Cantonese Customer Service Representative – Remote New York, NY – Healthcare & Insurance Support Specialist at brighthush – Championing Compassionate Care for Vulnerable Communities

Welcome to brighthush – Where Compassion Meets Innovation

At brighthush, we are more than a customer‑experience provider; we are a movement dedicated to transforming the way vulnerable communities access healthcare and insurance. With a presence that spans the entire United States, we empower millions of New Yorkers and beyond to navigate the complexities of health plans with confidence, clarity, and care. Our remote workforce is built on a foundation of trust, integrity, and an unwavering commitment to service excellence. As a member of the brighthush family, you will join a diverse, collaborative, and forward‑thinking team that values continuous learning, celebrates differences, and places the well‑being of both our clients and our people at the heart of everything we do.

Why Your Career Deserves brighthush

At brighthush, we believe that exceptional customer service starts with exceptional people. That’s why we invest in our team through:

• Competitive Compensation – A base rate that reflects your expertise, coupled with performance‑based bonuses that reward your impact.
• Comprehensive Insurance Coverage – Medical, dental, vision, prescription, and HSA options, plus life insurance and discounts on auto, home, renter’s, and pet policies.
• Future Planning – A 401(k) retirement savings plan with company matching to secure your financial future.
• Paid Time Off – Generous PTO, holidays, sick leave, and short‑ and long‑term disability coverage to support your life outside of work.
• Holistic Wellness Support – An Employee Assistance Program (EAP) that addresses physical, emotional, and financial wellness.
• Recognition Platform – Celebrate outstanding contributions and achievements through peer‑to‑peer recognition and leadership shout‑outs.
• Tuition Reimbursement – Invest in your ongoing education and professional growth with up to $5,000 per year.
• Employee Perks & Discounts – Exclusive savings on a wide range of products and services, from tech gadgets to travel.
• Professional Development – Access to training programs, workshops, industry conferences, and mentorship opportunities.

About the Role – Your Impact in Every Call

As a Bilingual Cantonese Customer Service Representative, you will be the frontline advocate for New Yorkers seeking assistance with their health coverage. Your daily responsibilities will include:

• Answering inbound calls from consumers, prospective enrollees, and representatives acting on their behalf.
• Providing accurate, timely information in compliance with all performance standards, policies, and confidentiality requirements.
• Managing inbound and outbound contacts across multiple channels (phone, email, chat).
• Documenting all inquiries and actions in our secure systems.
• Processing new applications for health coverage, including building tax households, calculating income, determining eligibility, and enrolling callers into appropriate plans.
• Handling life‑event changes, demographic updates, disenrollment requests, and special enrollment periods.
• Facilitating the delivery of requested materials via mail, email, or digital download.
• Providing translation services for non‑English speaking callers, ensuring clear and accurate communication.
• Escalating complex issues to the appropriate staff for resolution.
• Participating in ongoing training sessions and team meetings to stay current on program updates.
• Meeting or exceeding quality assurance (QA) metrics and key performance indicators (KPIs).
• Maintaining a safe, compliant work environment and adhering to all safety standards.
• Performing occasional lifting or moving of items up to 25 pounds.
• Completing additional duties as assigned by management.

Key Responsibilities – A Day in the Life

Every day you will:

• Engage with callers in Cantonese and English, providing empathetic, solution‑focused support.
• Navigate complex eligibility tools and enrollment platforms with confidence.
• Document interactions with precision, ensuring data integrity and regulatory compliance.
• Collaborate with cross‑functional teams—policy, compliance, technology—to resolve escalated issues.
• Contribute to continuous improvement initiatives by sharing insights and best practices.
• Maintain a high level of professionalism, even during peak call volumes.

Essential Qualifications – What We’re Looking For

• High school diploma or GED (or equivalent education/experience).
• Minimum 6 months of relevant professional experience.
• Fluency in Cantonese and English (speaking, reading, and translating).
• Residency within 100 miles of New York, NY.
• Strong data entry and telephone skills.
• Excellent organizational, interpersonal, written, and verbal communication abilities.
• Ability to thrive in a fast‑paced, high‑volume environment.
• Capacity to manage multiple complex tasks simultaneously.
• Team player with the ability to work independently.
• Experience with computers, phone systems, and headsets preferred.
• Prior customer service experience highly desirable.

Preferred Qualifications – The Extra Edge

• Experience in the healthcare or insurance industry.
• Knowledge of New York State of Health (NYSOH) policies and procedures.
• Familiarity with enrollment platforms and eligibility determination tools.
• Previous exposure to translation or interpretation services.
• Demonstrated ability to handle sensitive or confidential information with discretion.

Skills & Competencies – The brighthush Blueprint

• Customer‑Centric Mindset – Passion for helping others and resolving their challenges.
• Problem‑Solving – Analytical thinking to troubleshoot issues quickly and accurately.
• Attention to Detail – Precision in data entry and documentation.
• Time Management – Prioritizing tasks to meet daily targets.
• Adaptability – Flexibility to adjust to new processes and changing priorities.
• Collaboration – Working effectively with cross‑functional teams.
• Technology Proficiency – Comfortable using CRM systems, spreadsheets, and communication tools.

Career Growth & Development – Your Path at brighthush

At brighthush, your career path is designed to evolve with your ambitions. Starting as a Customer Service Representative, you can progress to:

• Senior Customer Service Specialist – leading complex cases and mentoring new hires.
• Team Lead – overseeing a group of CSRs, managing performance, and driving process improvements.
• Quality Assurance Analyst – ensuring compliance and excellence across the organization.
• Program Manager – shaping enrollment strategies and policy implementation.
• Operations Manager – steering operational excellence and resource planning.

We support your growth through:

• Structured onboarding and continuous learning programs.
• Mentorship and coaching from experienced leaders.
• Access to industry certifications and professional courses.
• Clear performance metrics that unlock advancement opportunities.

Work Environment & Culture – Remote, Yet Connected

brighthush thrives on a culture of respect, collaboration, and innovation. Even though you’ll be working remotely, you’ll feel part of a vibrant community through:

• Weekly virtual team huddles and monthly town‑hall meetings.
• Interactive learning platforms and knowledge bases.
• Recognition events celebrating milestones and achievements.
• Open communication channels with leadership and peers.
• Inclusive policies that celebrate diversity and promote belonging.

Compensation & Benefits – A Comprehensive Package

While the base salary for this role is $21.50 per hour, your total compensation package includes:

• Performance‑based bonuses tied to individual and team metrics.
• Health, dental, vision, and prescription coverage.
• Life and disability insurance.
• 401(k) plan with company match.
• Paid time off, holidays, and sick leave.
• Short‑ and long‑term disability coverage.
• Employee Assistance Program (EAP) for mental and financial wellness.
• Tuition reimbursement and professional development funds.
• Discounts on a variety of products and services.

Home Office Requirements – Your Remote Workspace

• Reliable internet connection (minimum 20 Mbps).
• Connectivity via Wi‑Fi or Category 5/6 Ethernet cable.
• Permanent residence within the continental United States.
• Comfortable, quiet workspace suitable for extended periods of focused work.

How to Apply – Join the brighthush Family

Ready to make a meaningful impact while advancing your career? Click the link below to submit your application and become part of the brighthush family.

Apply Now

Equal Opportunity Employer

brighthush is 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, age, national origin, disability, veteran status, or any other protected characteristic.

Accommodations

We provide reasonable accommodations for individuals with disabilities during any phase of the hiring process. If you require assistance, please contact our People Operations team at [email protected].