Seasoned Compassionate Customer Service Specialist – Healthcare Support & Patient Advocacy (Part‑Time) – Champion Patient Success, Drive Outcomes, and Empower Lives at brighthush

Welcome to brighthush – Where Compassion Meets Innovation

At brighthush, we are redefining the way patients, families, and caregivers navigate the complex world of healthcare benefits, claims, and care coordination. Our mission is simple yet powerful: to transform uncertainty into confidence through personalized, data‑driven support. Located in the vibrant city of Tampa, our headquarters is a hub of creativity, collaboration, and continuous learning. Every team member is encouraged to bring fresh ideas to the table, grow both personally and professionally, and make a measurable difference in the lives of those we serve.

Why This Role Matters

As a Compassionate Customer Service Specialist, you become the voice of hope for some of the most vulnerable members of our community. Your daily interactions will not only resolve questions and concerns but also build trust, reduce anxiety, and improve health outcomes. This role is more than a job; it’s a chance to make a tangible difference while advancing your career in the dynamic healthcare industry. You will be the first point of contact for patients navigating Medicare, Medicaid, and private insurance, and your expertise will directly influence their experience and satisfaction.

Key Responsibilities

• Multi‑Channel Support: Deliver consistent, high‑quality assistance across phone, email, web chat, and written correspondence. Use active listening and empathy to understand each caller’s unique situation.
• Accurate Data Management: Log every interaction in our secure, cloud‑based system. Ensure data integrity, confidentiality, and compliance with all privacy regulations.
• Problem Resolution: Apply pre‑scripted responses and troubleshooting guidelines to resolve common issues quickly. Escalate complex cases to senior staff or specialized teams when necessary.
• Process Improvement: Monitor call trends, identify bottlenecks, and provide actionable feedback to improve scripts, policies, and training materials.
• Compliance & Quality Assurance: Adhere to HIPAA, state privacy laws, and internal SOPs. Complete required documentation such as timesheets, call logs, and quality reviews.
• Team Collaboration: Participate in daily huddles, share best practices, and support peers to maintain high service standards.
• Continuous Learning: Complete mandatory training modules (e.g., Tier I Claims, Medicare Part A/B/DME) and pursue additional learning opportunities to deepen your expertise.
• Customer Advocacy: Act as an advocate for patients, ensuring their concerns are heard and addressed promptly, and that they receive the support they need to navigate the healthcare system.
• Performance Metrics: Meet or exceed key performance indicators such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Technology Utilization: Master our CRM and call‑center software to track interactions, document outcomes, and generate reports for continuous improvement.

Essential Qualifications

• High school diploma or equivalent.
• Minimum 6 months of customer service experience, preferably in a regulated environment.
• Fluent, professional English communication skills—both written and verbal.
• Strong interpersonal skills with the ability to manage multiple tasks simultaneously.
• Proficiency with standard office technology (telephone, email, web browsers, and basic data entry).
• Commitment to on‑site presence in Tampa, FL, with flexibility for evening and night shifts.
• Willingness to participate in ongoing training and certification programs.
• Basic understanding of healthcare terminology and insurance concepts is a plus.

Preferred Qualifications

• Experience in healthcare or insurance customer support.
• Knowledge of Medicare and Medicaid benefits.
• Familiarity with CRM or call‑center software.
• Previous exposure to HIPAA compliance and data privacy best practices.
• Experience with claims processing or benefits navigation.
• Certification in customer service excellence or healthcare support.

Skills & Competencies

• Empathy & Active Listening: Ability to understand and respond to customer concerns with genuine care.
• Problem‑Solving: Quick analytical thinking to troubleshoot and resolve issues efficiently.
• Attention to Detail: Accurate data entry and adherence to regulatory standards.
• Time Management: Meet turnaround times while juggling multiple inquiries.
• Team Player: Collaborate effectively with colleagues and supervisors.
• Adaptability: Thrive in a dynamic environment with evolving policies and procedures.
• Technical Proficiency: Comfortable navigating multiple software platforms and troubleshooting basic technical issues.
• Customer‑Centric Mindset: Consistently prioritize the needs and well‑being of patients.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. From day one, you’ll have access to a wealth of resources designed to elevate your career trajectory:

• Progression to senior customer service roles or team lead positions.
• Specialization in Medicare or Medicaid claims processing.
• Participation in cross‑functional projects that shape our service delivery.
• Earn industry‑recognized certifications that enhance your resume and marketability.
• Attend workshops, webinars, and conferences focused on healthcare customer experience.
• Mentorship programs pairing you with seasoned professionals.
• Annual performance reviews with clear pathways for advancement.
• Opportunities to transition into quality assurance, training, or product development roles.
• Support for pursuing advanced degrees or professional certifications through tuition reimbursement.

Work Environment & Company Culture

brighthush’s Tampa office is a vibrant, inclusive space where ideas flow freely and every team member’s voice matters. Our culture is built on:

• Respect & Collaboration: Open communication, shared goals, and mutual support.
• Continuous Improvement: A culture of learning, experimentation, and data‑driven decision making.
• Diversity & Inclusion: Celebrating diverse perspectives and fostering an environment where everyone feels valued.
• Work‑Life Balance: Flexible scheduling, generous PTO, and a focus on employee well‑being.
• Community Impact: Opportunities to volunteer and give back through brighthush’s corporate social responsibility initiatives.
• Innovation Hub: Access to cutting‑edge tools, analytics dashboards, and collaborative workspaces.
• Employee Recognition: Regular shout‑outs, awards, and peer‑to‑peer recognition programs.

Compensation & Benefits

We offer a competitive compensation package that rewards your dedication and expertise. While specific figures may vary based on experience and role, you can expect:

• Base Pay: Competitive hourly rate that reflects your skills and experience.
• Shift Differential: Additional compensation for evening and night shifts.
• Performance Bonuses: Incentives tied to individual and team metrics.
• Paid Time Off: Paid holidays, sick leave, and a generous PTO schedule.
• Wellness & Support: Employee Assistance Program (EAP), wellness resources, and employee discount programs.
• Retirement Planning: 401(k) plan with company match.
• Tuition Reimbursement: Support for ongoing education and professional development.
• Flexible Scheduling: Part‑time hours that fit your lifestyle, with the possibility of overtime and holiday work.
• Health & Safety: Comprehensive health, dental, and vision plans for eligible employees.

How to Apply

Ready to join a team that values compassion, innovation, and growth? Click the link below to submit your application and take the first step toward a fulfilling career at brighthush.

Apply to this position

Equal Opportunity Statement

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.

Contact & Accessibility

We provide reasonable accommodations throughout the hiring process for individuals with disabilities. If you need assistance at any stage—whether accessing job postings, completing assessments, or participating in interviews—please contact our People Operations team at [email protected].

Join brighthush Today

As a Compassionate Customer Service Specialist, you’ll be at the heart of brighthush’s mission to deliver reliable, empathetic support to those who need it most. Your work will directly impact the lives of patients and families, while you build a rewarding career in the healthcare industry. If you’re ready to make a difference, grow professionally, and thrive in a supportive, inclusive environment, we encourage you to apply now.