Seasoned Bilingual Customer Support Specialist – Spanish & English – Remote Health Insurance & Member Experience Champion – Join brighthush’s Innovative Care Revolution

About brighthush

brighthush is more than a health‑insurance provider; it is a movement that reimagines how care is delivered across the United States. Founded in 2012, we built a full‑stack technology platform that fuses data science, artificial intelligence, and an unwavering focus on the member experience. The result is a company that feels less like a corporate entity and more like a trusted family doctor: transparent, responsive, and deeply personalized. Today, brighthush serves millions of members nationwide, continuously iterating on its products and processes to keep pace with the evolving health‑care landscape.

Why Join brighthush?

At brighthush, diversity is not a buzzword—it is the engine that drives innovation. Our team is a mosaic of backgrounds, skills, and cultures, all united by a single mission: to transform the health‑care experience into something seamless, human, and data‑driven. As a Bilingual Customer Support Specialist, you will be the frontline ambassador of that mission, ensuring every member, provider, and partner feels heard, respected, and supported. If you thrive in a fast‑paced, data‑driven environment and want to make a tangible impact on people’s lives, brighthush is the place for you.

Role Overview

This fully remote, volume‑driven position is based in Florida. You will report directly to the Concierge Operations Manager and play a pivotal role in the Member and Provider Services team. Your day‑to‑day responsibilities will blend customer interaction with back‑office production tasks, all governed by standard operating procedures that keep our operations efficient and compliant. You will be the bridge between our members and the technology that powers their care, ensuring every interaction is smooth, accurate, and aligned with brighthush’s high standards.

Key Responsibilities

• Process Mastery: Quickly develop a deep understanding of brighthush’s processes, tools, and business model to provide accurate, timely support. Become the go‑to expert on our member journey, from enrollment to claims resolution.
• Multi‑Channel Engagement: Interact with members, brokers, providers, and vendors via phone, email, chat, and other digital channels. Tailor communication to each stakeholder’s needs, ensuring clarity and empathy in every conversation.
• Caseload Management: Own an assigned caseload, balancing high productivity with exceptional service quality. Track and meet turnaround times while maintaining a personal touch for each member.
• Relationship Building: Foster collaborative relationships with internal partners (claims, underwriting, tech) and external stakeholders to streamline issue resolution and enhance the member experience.
• Issue Identification & Escalation: Proactively spot bottlenecks or recurring problems, document them, and work with leadership to implement solutions that improve workflow and member satisfaction.
• Data Integrity: Accurately capture, update, and verify member and provider information in our systems, ensuring compliance with data protection standards and regulatory requirements.
• Process Improvement: Participate in cross‑functional projects aimed at enhancing workflow efficiency, customer satisfaction, and compliance. Your insights will shape the future of brighthush’s operations.
• Regulatory Compliance: Adhere to all operational, regulatory, and privacy standards related to member Personal Health Information (PHI) and other applicable laws, including HIPAA and state‑specific regulations.
• Continuous Learning: Stay current on industry trends, product updates, and regulatory changes to provide informed, up‑to‑date support. Your growth fuels the growth of brighthush.
• Other Duties: Perform additional tasks as assigned by management to support team goals and organizational initiatives, demonstrating flexibility and a team‑first mindset.

Essential Qualifications

• Fluency in Spanish and English, with full professional proficiency in reading, writing, and speaking. Ability to translate complex medical terminology accurately.
• Minimum of 1 year in a high‑volume, customer‑focused environment, preferably in a call center or support role.
• At least 6 months of experience in the healthcare or insurance sector, demonstrating familiarity with member journeys and regulatory constraints.
• High school diploma or GED. A bachelor’s degree in a related field (healthcare administration, business, communications) is a plus.
• Strong communication skills, both verbal and written, with a knack for simplifying complex information.
• Ability to work independently and as part of a distributed team, managing time and priorities in a remote setting.

Preferred Qualifications

• Quantitative or analytical aptitude, with a knack for problem‑solving and data interpretation. Experience with dashboards or reporting tools is a bonus.
• Experience entering and manipulating data in spreadsheets or database systems, including advanced skills such as pivot tables, lookup functions, and macros.
• Advanced proficiency in office productivity suites, with a track record of creating clear, professional documentation.
• Prior exposure to health‑insurance terminology and processes, such as eligibility verification, claims status, and provider credentialing.
• Experience with customer relationship management or ticketing systems and a willingness to learn new platforms quickly.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities for improvement.
• Attention to Detail: Precision in data entry, documentation, and compliance tracking, ensuring no detail is overlooked.
• Time Management: Ability to juggle multiple tasks, prioritize effectively, and meet deadlines in a high‑volume environment.
• Adaptability: Comfortable navigating rapid changes in processes, technology, and customer expectations.
• Team Collaboration: Willingness to share insights, support peers, and contribute to a positive remote culture.
• Technical Proficiency: Comfortable using web‑based tools, knowledge bases, and communication platforms; quick to adopt new software.
• Problem‑Solving: Analytical mindset that identifies root causes and proposes actionable solutions.
• Empathy & Cultural Sensitivity: Ability to connect with members from diverse backgrounds, respecting cultural nuances in communication.

Career Growth & Learning Opportunities

brighthush is committed to your professional development. As a Bilingual Customer Support Specialist, you will have access to a wealth of learning resources and career pathways that empower you to grow within the organization.

• Structured onboarding and mentorship programs that pair you with experienced leaders.
• Regular training on new products, regulatory updates, and technology tools, delivered through interactive e‑learning modules and live workshops.
• Clear career pathways to roles such as Senior Support Specialist, Team Lead, Operations Analyst, or even product management, with transparent promotion criteria.
• Cross‑functional projects that expose you to different business units (claims, underwriting, tech) and broaden your skill set.
• Access to industry conferences, webinars, and certifications at no cost, including compliance training and customer service excellence certifications.
• Annual performance reviews that focus on growth, skill development, and alignment with brighthush’s strategic goals.

Work Environment & Culture

brighthush champions a culture of authenticity, inclusion, and continuous improvement. Our remote workforce thrives on the following principles:

• Transparent communication through weekly town halls, real‑time collaboration tools, and open‑door leadership channels.
• Flexible scheduling that respects work‑life balance while meeting business needs, with a focus on outcomes rather than hours logged.
• Regular virtual team‑building events, hackathons, and wellness challenges that foster camaraderie and creativity.
• A commitment to psychological safety, where every voice is heard, valued, and acted upon.
• Recognition programs that celebrate both individual and team achievements, from “Member Hero” awards to quarterly shout‑outs.
• Inclusive hiring practices that prioritize diverse perspectives and equitable opportunities for advancement.

Compensation & Benefits

The base hourly rate for this role ranges from $20.00 to $21.00, with an additional $1.00 per hour available upon successful completion of the bilingual assessment. In addition to competitive pay, you will receive a comprehensive benefits package designed to support your health, well‑being, and financial future.

• Monthly vacation accrual of 15 days per year, with flexible usage to support personal and family needs.
• Health, dental, and vision insurance plans with generous coverage and low out‑of‑pocket costs.
• Paid holidays, sick leave, and parental leave, ensuring you can focus on both personal and professional responsibilities.
• 401(k) plan with company match, helping you build long‑term financial security.
• Life and disability insurance, providing peace of mind for you and your loved ones.
• Paid wellness time and reimbursements for fitness, mental‑health, and professional development activities.
• Access to a generous employee assistance program that offers confidential counseling and support services.
• Technology stipend to equip you with the tools you need to excel in a remote environment.

How to Apply

If you are ready to bring your bilingual expertise, customer‑service passion, and analytical mindset to a company that is reshaping health insurance, we want to hear from you. Click the link below to submit your application and join the brighthush family. Your journey to making a real difference in people’s lives starts here.