Seasoned Bilingual Spanish Customer Service Representative – Remote Medicaid & SNAP Eligibility Specialist – Join brighthush’s Mission‑Driven Team Empowering Virginia Families with Compassionate Public Assistance

About brighthush and the Opportunity

brighthush is a trailblazer in the public‑assistance landscape, redefining how families across Virginia access essential services. By blending data‑driven insights with cutting‑edge technology, we empower residents to navigate Medicaid, the Supplemental Nutrition Assistance Program (SNAP), and Temporary Assistance for Needy Families (TANF) with confidence, clarity, and compassion. Our mission is simple yet profound: to make essential services accessible, reliable, and human‑centered for every person who needs them.

We are excited to invite a Seasoned Bilingual Spanish Customer Service Representative to join our high‑impact, remote, full‑time team. In this role, you will be the first point of contact for callers seeking help with Medicaid, SNAP, and TANF. Your voice, empathy, and expertise will guide callers through the application process, ensuring they receive accurate, timely, and compassionate assistance. If you thrive in a fast‑paced environment, love helping others, and are fluent in both English and Spanish, we encourage you to become part of the brighthush family.

Role Overview

As a Bilingual Customer Service Representative, you will:

• Serve as the primary liaison for callers and digital contacts, providing clear, objective guidance on eligibility criteria, application procedures, and policy nuances.
• Conduct eligibility assessments by reviewing and verifying income, identity, and other documentation to determine eligibility for Medicaid, SNAP, and TANF programs.
• Accurately document all interactions, update client records across multiple systems, and ensure seamless workflow from intake to resolution.
• Stay current with evolving state regulations, policy updates, and procedural changes, integrating new knowledge into daily client interactions.
• Identify and appropriately route complex or sensitive cases to senior staff or specialized teams, maintaining high service standards.
• Adhere to confidentiality protocols, data integrity standards, and quality metrics to support continuous improvement initiatives.
• Participate in regular team meetings, training sessions, and knowledge‑sharing forums to enhance collective expertise.

Key Responsibilities

• Client Interaction: Engage with callers in a friendly, professional manner, ensuring they feel heard and supported.
• Eligibility Assessment: Evaluate documentation and apply program rules to determine eligibility accurately.
• Process Management: Maintain meticulous records in our CRM and other systems, ensuring data accuracy and compliance.
• Policy Integration: Translate policy changes into actionable guidance for clients and colleagues.
• Escalation Handling: Recognize when a case requires additional expertise and route it appropriately.
• Quality Assurance: Meet or exceed performance metrics, including call handling time, resolution rate, and customer satisfaction scores.
• Team Collaboration: Share best practices, provide peer support, and contribute to a positive, inclusive virtual culture.

Essential Qualifications

• High school diploma or GED required; equivalent combination of education and experience accepted.
• Minimum of 1 year of professional experience in a customer service or call‑center environment.
• Fluency in both English and Spanish (written and spoken).
• Strong computer literacy, including proficiency with Microsoft Office, CRM platforms, and call‑center software.
• Excellent verbal and written communication skills, with a demonstrated ability to convey complex information in a clear, concise manner.
• High level of empathy and patience, especially when interacting with individuals in vulnerable situations.
• Ability to work independently in a remote setting, maintaining focus and productivity.
• Reliable high‑speed internet connection and a dedicated, quiet workspace.
• Mandatory participation in live, instructor‑led training sessions via video; a working webcam is required.

Preferred Qualifications

• Experience in a high‑volume call center or customer support role.
• Familiarity with Medicaid, SNAP, TANF, or other government‑funded healthcare and assistance programs.
• Knowledge of data privacy regulations (e.g., HIPAA, FERPA) and best practices for handling sensitive information.
• Previous experience working with multi‑system workflows and data entry accuracy.
• Demonstrated ability to meet or exceed performance metrics in a remote environment.

Skills & Competencies

• Communication: Clear articulation of policies, active listening, and the ability to tailor explanations to diverse audiences.
• Problem‑Solving: Analytical thinking to assess eligibility and resolve client concerns efficiently.
• Technical Proficiency: Comfortable navigating multiple software platforms, troubleshooting basic technical issues, and learning new tools quickly.
• Time Management: Prioritizing tasks, managing call volume, and meeting daily performance targets.
• Adaptability: Flexibility to adjust to changing policies, technology updates, and evolving client needs.
• Team Orientation: Collaboration with colleagues, sharing best practices, and contributing to a positive work environment.

Career Growth & Learning Opportunities

While this position is temporary, brighthush offers a wealth of professional development resources that can accelerate your career trajectory:

• Access to online learning platforms covering topics such as public policy, customer experience, and data analytics.
• Participation in workshops and webinars led by industry experts.
• Opportunities to transition into permanent roles within brighthush, including senior support specialist, training coordinator, or program analyst positions.
• Mentorship programs pairing new hires with seasoned professionals to guide skill development and career planning.
• Regular performance reviews that highlight strengths and identify growth areas.
• Cross‑functional projects that expose you to different departments and broaden your skill set.

Work Environment & Company Culture

At brighthush, we cultivate a culture of respect, inclusion, and continuous improvement. Our remote workforce enjoys:

• Flexible scheduling options to support work‑life balance.
• A collaborative virtual community with regular team check‑ins, social events, and recognition programs.
• Transparent communication from leadership, ensuring every employee feels heard and valued.
• Commitment to diversity, equity, and inclusion, reflected in our hiring practices, training, and workplace policies.
• Access to a dedicated IT help desk that provides prompt support for any technical issues.
• Encouragement to bring your authentic self to work, fostering an environment where diverse perspectives thrive.

Compensation, Perks, and Benefits

We offer a competitive hourly rate of $18.46 per hour, commensurate with experience and performance. In addition to base pay, you will receive:

• Comprehensive Insurance Coverage: Medical, dental, vision, prescription, and partially funded Health Savings Account (HSA).
• Life insurance and discounts on auto, home, renter’s, and pet insurance.
• 401(k) retirement savings plan with company matching.
• Paid time off (PTO), holidays, and sick leave.
• Access to the Employee Assistance Program (EAP) for physical, emotional, and financial wellness.
• Recognition platform to celebrate outstanding contributions.
• Tuition reimbursement for approved educational courses.
• Exclusive employee discounts on a range of products and services.
• Wellness resources, including fitness challenges, mindfulness sessions, and health coaching.
• Regular virtual coffee breaks and team‑building activities.

How to Apply

If you are ready to make a meaningful impact in the lives of Virginia residents and thrive in a dynamic, remote environment, we encourage you to apply today. Submit your resume and a brief cover letter outlining your experience and why you are the ideal candidate for this role.

Join brighthush and become part of a mission‑driven team that values compassion, excellence, and continuous growth. Together, we can transform the way essential services are delivered and create lasting positive change.