Seasoned Bilingual Customer Service Representative – Remote Texas – Health Insurance Member & Provider Support Specialist – Champion Member Experience & Provider Partnership Excellence at brighthush

Welcome to brighthush – Pioneering the Future of Health Insurance

At brighthush, we’re not just selling health plans; we’re redefining how people experience health coverage. Founded in 2012, our mission has always been to make health insurance feel like a trusted family doctor—transparent, responsive, and relentlessly focused on outcomes. Leveraging cutting‑edge technology, data‑driven insights, and a fully integrated digital platform, we place members at the very center of every decision, transaction, and interaction.

Our rapid growth as a tech‑first insurer is fueled by a commitment to democratize access to high‑quality care while keeping costs predictable. We partner with leading providers, community health organizations, and innovative tech firms to deliver a network that is both expansive and deeply personalized. If you’re passionate about customer experience, operational excellence, and healthcare innovation, brighthush is the place to be.

Why This Role Is a Game‑Changer

Health insurance can often feel opaque and intimidating. The people who interact directly with members, brokers, and providers are the linchpin of trust and satisfaction. As a Bilingual Customer Service Representative, you will be the first point of contact for Spanish‑speaking members, bridging the gap between our technology platform and the real‑world needs of our partners. Your work will directly influence member retention, provider satisfaction, and the overall quality of care we deliver.

Key Responsibilities – Your Impact in Action

• Member Interaction & Support: Handle a high volume of inbound calls, emails, and chat inquiries from Spanish‑speaking members, ensuring timely, accurate, and empathetic responses.
• Back‑Office Operations: Execute standard operating procedures for enrollment, claims, billing, and policy changes, maintaining meticulous records in our integrated system.
• Case Management: Manage an assigned caseload of member issues, tracking progress and ensuring resolution within established turnaround times.
• Cross‑Functional Collaboration: Work closely with brokers, healthcare providers, and internal teams to resolve complex questions and streamline processes.
• Process Improvement: Participate in continuous improvement projects, providing frontline insights that help refine workflows and enhance member experience.
• Compliance & Data Security: Adhere to all regulatory requirements, including HIPAA, and maintain strict confidentiality of member Personal Health Information (PHI).
• Escalation Management: Identify and elevate issues through the proper escalation pathways, ensuring that higher‑level support is engaged when necessary.
• Performance Monitoring: Track key metrics such as call volume, resolution time, and member satisfaction scores, and report findings to leadership.
• Team Support: Contribute to a collaborative team environment by sharing best practices, mentoring new hires, and participating in regular training sessions.
• Additional Duties: Perform any other tasks assigned by the Concierge Operations Manager that support the overall mission of brighthush.

Essential Qualifications – What We Expect

• Bilingual Proficiency: Full professional fluency in Spanish and English—reading, writing, and speaking—required to serve our diverse member base.
• Experience: Minimum of 1 year in a high‑volume, customer‑focused environment, with at least 6 months of experience in healthcare or a related field.
• Education: High school diploma or GED; additional certifications in customer service or healthcare are a plus.
• Technical Aptitude: Comfortable navigating multiple software platforms, including CRM systems, Google Workspace, and Microsoft Office.
• Regulatory Knowledge: Basic understanding of HIPAA and other privacy regulations governing PHI.
• Communication Skills: Exceptional verbal and written communication abilities, with a knack for simplifying complex information.
• Problem‑Solving: Strong analytical mindset, capable of troubleshooting issues and proposing practical solutions.

Preferred Qualifications & Bonus Skills – The Extra Edge

• Advanced proficiency in data manipulation and entry—experience with spreadsheets, data dashboards, or reporting tools.
• Quantitative skills that enable you to analyze trends, identify bottlenecks, and recommend process enhancements.
• Experience with Google Suite or Microsoft Office at an advanced level, including pivot tables, macros, and data visualization.
• Prior exposure to health insurance terminology, provider networks, or member services.
• Demonstrated ability to thrive in a fast‑paced, remote work environment with minimal supervision.

Core Skills & Competencies – The DNA of Success

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Adaptability: Ability to pivot quickly between tasks and adjust to evolving priorities.
• Attention to Detail: Meticulousness in data entry, documentation, and compliance adherence.
• Team Collaboration: Willingness to collaborate across departments and share knowledge.
• Time Management: Efficiently manage workload to meet productivity and quality targets.
• Resilience: Maintain composure under pressure and handle challenging member interactions with grace.

Career Growth & Learning Opportunities – Your Path Forward

At brighthush, professional development is a shared responsibility. As a Bilingual Customer Service Representative, you will have access to a range of learning pathways:

• Structured onboarding with mentorship from senior team members.
• Regular training on new technologies, industry regulations, and customer service best practices.
• Opportunities to transition into specialized roles such as Claims Analyst, Provider Relations Specialist, or Member Experience Lead.
• Participation in cross‑functional projects that expose you to broader business functions.
• Access to an internal learning portal featuring courses on data analytics, project management, and healthcare policy.

Our culture encourages curiosity and continuous improvement, so you’ll be empowered to propose ideas, experiment with new solutions, and shape the future of our member services.

Work Environment & Company Culture – Remote, Flexible, and Inclusive

brighthush is a remote‑first organization that values flexibility, autonomy, and work‑life balance. As a remote Texas employee, you’ll enjoy:

• Full remote work with a home office stipend to set up a productive environment.
• Flexible scheduling that accommodates personal commitments while meeting team needs.
• Regular virtual team meetings, town halls, and informal coffee chats to foster connection.
• Occasional in‑person gatherings at our headquarters or partner locations for team building and professional development.
• A culture that celebrates diversity, equity, and inclusion—where every voice is heard and valued.

We pride ourselves on a collaborative, transparent, and supportive atmosphere. Your contributions will be recognized, and you’ll have the chance to influence the direction of our services.

Compensation, Perks, and Benefits – We Value Your Contribution

• Base Pay: $19.00 per hour.
• Performance Bonus: Additional $1.00 per hour upon successful completion of the bilingual assessment.
• Vacation Accrual: 15 days of paid vacation per year, accrued monthly.
• Paid Time Off: 11 paid holidays, paid sick leave, and paid parental leave.
• Health & Wellness: Comprehensive medical, dental, and vision plans; wellness reimbursements; and paid wellness time.
• Retirement: 401(k) plan with company match.
• Insurance: Life and disability coverage.
• Professional Development: Reimbursement for relevant certifications, conferences, and courses.
• Technology Stipend: Home office equipment allowance.
• Community Impact: Paid volunteer days and opportunities to contribute to local health initiatives.

How to Apply – Join the brighthush Revolution

If you are passionate about delivering outstanding customer service, thrive in a fast‑paced environment, and want to be part of a company that is reshaping health insurance, we encourage you to apply today. Join brighthush and help us create a future where health care is simple, accessible, and truly member‑centric.

Apply to this job at brighthush

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.