Seasoned Compassionate Healthcare Customer Service Representative – Nationwide Patient Support Specialist – Championing Patient Journeys Across the U.S. at brighthush

Welcome to brighthush – A Nationwide Movement in Patient Advocacy

At brighthush, we’re more than a healthcare support provider; we’re a nationwide movement dedicated to transforming the patient experience. With a presence that spans every state, we harness cutting‑edge technology, data‑driven insights, and a culture of empathy to guide individuals through the complexities of Medicare, Medicaid, and private health plans. Our mission is simple yet profound: translate medical jargon into clear, compassionate guidance that empowers patients, improves outcomes, and reduces the stress that often accompanies healthcare decisions.

Why This Role Is a Game‑Changer

As a Compassionate Healthcare Customer Service Representative, you become the first point of contact for patients across the country. Your voice, tone, and knowledge shape the patient journey and directly influence critical health decisions. This position blends purpose, professional growth, and the chance to thrive in a culture that values continuous learning, innovation, and genuine care.

Location & Schedule

• Location: On‑site office in El Paso, TX
• Schedule: Full‑time, Limited‑Service shifts (Monday‑Saturday, 8 a.m. – 8 p.m.)
• Shift Differential: 10% extra pay for hours worked between 7 p.m. and 8 p.m.
• Shift Flexibility: Evening shifts are in high demand; schedule details will be discussed with the recruiter.

Compensation & Bonuses

• Base Pay: $15.37 per hour
• Bonus Potential: Up to $2,880 for eligible new hires based on role, location, hire date, attendance, hours worked, and retention.
• Pay Transparency: We adhere to prevailing wage rates and do not consider salary history.

Benefits & Perks

• Company‑paid medical, dental, and vision insurance
• Tuition reimbursement for continuing education
• 401(k) with company match
• Paid time off, sick leave, and 11 paid holidays
• Employee Assistance Program (EAP) and wellness resources
• Employee discount programs and flexible scheduling to support work‑life balance

Key Responsibilities

In this frontline role, you will manage a variety of customer interactions across multiple channels, ensuring every patient receives the support they need.

• Answer inbound calls, emails, web chats, and written inquiries with professionalism and empathy.
• Provide clear, pre‑scripted responses while tailoring information to each caller’s unique situation.
• Assist callers in completing online applications and submitting them electronically to plan providers.
• Use our computerized system to track, gather information, and troubleshoot issues.
• Log call details accurately, including confirming which scripts were read.
• Refer complex inquiries to senior staff or the CSR Lead as needed.
• Maintain up‑to‑date knowledge of client regulations, policies, and privacy rules (HIPAA).
• Report system problems through the online portal for timely resolution.
• Participate in continuous training and certification programs (CCO, Medicare Tier I, Claims Part A/B/DME).
• Adhere to all company policies, including timesheet completion and attendance requirements.

Essential Qualifications

• High school diploma or equivalent.
• Minimum 6 months of customer service experience.
• Fluent English speaking and reading skills.
• Strong interpersonal skills and the ability to manage multiple tasks simultaneously.
• Team‑player mindset with a commitment to collaboration.
• Ability to work within established turnaround times.
• Willingness to work overtime and scheduled holidays as required.
• On‑site presence at the El Paso office is mandatory for the first year; remote work is not available until after one year of high performance.

Preferred Qualifications

• Experience in healthcare or insurance customer support.
• Knowledge of Medicare, Medicaid, or other public health programs.
• Previous exposure to HIPAA compliance and privacy regulations.
• Certification in CCO training and readiness to pursue Tier I claims training.
• Proficiency with web browsers, email, and basic troubleshooting tools.

Skills & Competencies for Success

• Exceptional communication skills—both verbal and written.
• Empathy and active listening to understand customer needs.
• Problem‑solving mindset with a proactive approach to challenges.
• Attention to detail and accuracy in data entry.
• Adaptability to changing processes and technology updates.
• Time management and organizational skills.
• Commitment to continuous learning and professional development.

Career Growth & Learning Opportunities

At brighthush, we invest in your future. As a Customer Service Representative, you will have access to:

• Structured career pathways from entry‑level to supervisory roles.
• Mentorship programs and peer learning circles.
• Regular performance reviews with clear advancement criteria.
• Cross‑functional training in claims processing, policy analysis, and program management.
• Leadership development workshops and certifications.

Work Environment & Company Culture

Our El Paso office is a vibrant, collaborative space where teamwork and innovation thrive. You’ll find:

• A supportive team that values diversity, inclusion, and mutual respect.
• Open communication channels with leadership and peers.
• Regular team‑building activities and community outreach events.
• State‑of‑the‑art technology and tools to streamline your workflow.
• A culture that celebrates achievements, recognizes hard work, and encourages personal growth.

Compensation & Benefits Overview

Beyond competitive hourly pay and bonus potential, brighthush offers a comprehensive benefits package designed to support your health, financial security, and overall well‑being:

• Full medical, dental, and vision coverage paid by the company.
• Tuition reimbursement for courses related to your role or career goals.
• 401(k) with company match to help you plan for the future.
• Paid time off, sick leave, and 11 paid holidays to recharge.
• Employee Assistance Program (EAP) for mental health support.
• Wellness resources, including gym discounts and wellness challenges.
• Flexible scheduling options to accommodate personal commitments.

How to Apply

If you are ready to make a tangible difference in the lives of patients while advancing your career in a supportive, growth‑oriented environment, we encourage you to apply today. Submit your resume and cover letter through the brighthush careers portal, and let’s start a conversation about how you can contribute to our mission.

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.