Seasoned Bilingual Customer Service Representative – Frontline Support & Problem Solving in Healthcare Services

About brighthush

brighthush is a leading national partner in health solutions, dedicated to putting people first in everything we do. With a vibrant team of over 8,000 professionals, we blend diverse life experiences and career expertise to create industry‑leading solutions in insurance, primary care, and emergency medical services. Our mission is simple yet powerful: improve the wellbeing of Canadians so that every life can be lived to its fullest. This mission is reflected in our award‑winning culture, where individuality is celebrated, diverse perspectives are valued, and every employee is empowered to be their best self.

Why brighthush?

At brighthush, we believe that a great workplace is built on more than competitive pay. We offer a culture that rewards curiosity, fosters growth, and prioritizes work‑life balance. Our employees consistently rank us among the top employers in Canada for employee satisfaction, thanks to our comprehensive training, supportive leadership, and flexible work arrangements. If you’re looking for a role that challenges you, rewards your dedication, and lets you make a real difference, brighthush is the place for you.

Position Overview

As a Bilingual Customer Service Representative in our federal contact center, you will be the frontline voice for our providers and members. Your primary goal is to deliver the highest level of customer service, ensuring every inquiry is resolved with empathy, accuracy, and efficiency. You will work in a dynamic environment that values teamwork, continuous improvement, and a “whatever it takes” attitude.

Key Responsibilities

• Handle inbound calls and emails from providers and members in both English and French, providing clear, concise, and friendly assistance.
• Resolve a wide range of inquiries, from policy details and claim status to technical support and service requests.
• Document all interactions accurately in our CRM system, ensuring compliance with regulatory and company standards.
• Escalate complex issues to the appropriate specialist teams while maintaining a positive customer experience.
• Collaborate with cross‑functional teams to identify process improvements and share best practices.
• Maintain a high level of product knowledge through ongoing training and self‑study.
• Adhere to strict security and confidentiality protocols, including the handling of sensitive personal information.
• Meet or exceed performance metrics such as average handling time, first‑call resolution, and customer satisfaction scores.

Essential Qualifications

• High school diploma or equivalent; post‑secondary education is a plus.
• Minimum of 2 years experience in a contact center or customer service role, preferably in the health or insurance sector.
• Fluency in both English and French, written and verbal, to serve a bilingual customer base.
• Strong communication skills with the ability to convey complex information in a simple, friendly manner.
• Excellent problem‑solving skills and a proactive, “can‑do” mindset.
• High attention to detail, strong organizational skills, and the ability to multitask across multiple software applications.
• Reliable, self‑motivated, and able to work independently while contributing to a team environment.
• Valid Canadian driver’s licence and a clean driving record (if required for travel to client sites).
• Security clearance: Reliability Status Clearance (Enhanced Level B) – includes fingerprinting, criminal record check, credit check, and proof of residency in Canada for at least five years.

Preferred Qualifications

• Experience with healthcare or insurance products and terminology.
• Knowledge of regulatory frameworks such as PHIPA, PIPEDA, and HIPAA.
• Proficiency in using CRM platforms (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
• Previous experience working in a remote or hybrid environment.
• Demonstrated ability to work flexible hours, including evenings and weekends, as required by the role.

Skills & Competencies

• Customer‑centric mindset with a passion for helping people.
• Strong interpersonal skills and the ability to build rapport quickly.
• Adaptability to changing priorities and fast‑paced environments.
• Technical aptitude: comfortable navigating multiple software applications simultaneously.
• Time management: able to handle a high volume of calls while maintaining quality.
• Team collaboration: willing to share knowledge and support colleagues.
• Continuous learning: proactive in seeking feedback and pursuing professional development.

Career Growth & Learning Opportunities

At brighthush, we view every employee as a potential leader. Our structured career pathways allow you to progress from frontline support to specialized roles such as Claims Analyst, Quality Assurance Specialist, or Team Lead. We invest heavily in learning and development through:

• Comprehensive virtual paid training programs that cover product knowledge, customer service excellence, and regulatory compliance.
• Mentorship and coaching from experienced leaders.
• Access to online learning platforms and industry certifications.
• Regular performance reviews with clear, actionable feedback.
• Opportunities to participate in cross‑functional projects and innovation initiatives.

Work Environment & Culture at brighthush

Our contact center is known for its high employee satisfaction scores. We foster a supportive, inclusive environment where every voice is heard. Key cultural pillars include:

• Flexibility: Monday‑Friday shifts ending at 10 pm AT, no overnight or weekend work, with options for remote or hybrid arrangements.
• Well‑being: 100% employer‑paid health, vision, and dental plans effective from day one.
• Financial security: Employer‑matched Defined Contribution Pension Plan and annual incentive bonuses.
• Time off: Paid vacation, a gifted week of vacation in your first year, and an optional Vacation Purchase Program.
• Community: A culture that celebrates individuality, promotes diversity, and encourages employees to bring their whole selves to work.

Compensation & Benefits

The base salary range for this role is CAD 40,254 – 45,285, with potential for performance‑based incentive programs. Additional benefits include:

• Competitive base pay aligned with industry standards.
• Annual incentive bonus reflecting your contribution to brighthush’s success.
• Comprehensive health, vision, and dental coverage.
• Employer‑matched pension plan.
• Paid vacation and optional vacation purchase program.
• Flexible work arrangements to support work‑life balance.
• Ongoing professional development and training.

How to Apply

If you are ready to join a team that values your expertise, supports your growth, and offers a meaningful career in healthcare customer service, we encourage you to apply today. Please submit your resume and cover letter through the link below. Our recruitment team will review your application and contact you for an interview if you meet the qualifications.

Apply to this job

For any questions or to request accommodations during the recruitment process, please email [email protected]. We are committed to ensuring a fair, accessible, and inclusive hiring experience for all candidates.

Closing Statement

At brighthush, we believe that the best solutions come from people who are empowered, supported, and challenged to grow. If you are a bilingual professional with a passion for customer service and a desire to make a tangible impact on Canadians’ health and wellbeing, we would love to hear from you. Join us and help shape the future of healthcare support—one conversation at a time.