Seasoned Customer Intake Specialist – Extended Coverage Representative (12 PM – 8 PM EST) – Remote Multi‑State Role (PA, DE, GA, MI, NC, TX, NJ, FL) – Join brighthush

About brighthush: Empowering Families, Transforming Health & Safety

brighthush is more than a brand – it’s a movement that redefines how families protect themselves and their loved ones. With a mission rooted in empowerment, we deliver reliable, affordable, and innovative health and safety solutions that give people peace of mind wherever they live, work, or play. Our fast‑growing, customer‑centric culture blends cutting‑edge technology with compassionate service, creating a workplace where curiosity, collaboration, and continuous learning are not just buzzwords but everyday practices.

Why the Customer Intake Team is the Pulse of brighthush

The Customer Intake Department is the first line of contact for every new order, update, or cancellation. It’s the engine that keeps the rest of the organization humming. As a Customer Intake Specialist – Extended Coverage Representative, you will be the frontline advocate for our customers, ensuring every interaction is handled with precision, empathy, and compliance. Working remotely, you’ll enjoy flexibility, autonomy, and the chance to make a tangible impact on families across the United States.

Role Overview

In this role, you will manage the entire intake lifecycle for our extended coverage program during the 12:00 PM – 8:00 PM EST window. Your responsibilities will span order capture, data verification, record maintenance, and cross‑functional collaboration—all while upholding the highest standards of data privacy and customer service. You will be the frontline advocate for our customers, ensuring that every inquiry is resolved efficiently and accurately.

Key Responsibilities

• Order Intake & Data Entry: Receive new orders via phone, fax, or email, verify all information, and enter data into our customized system with 100% accuracy.
• Customer Record Management: Update existing records, correct errors, and cancel accounts as needed while maintaining HIPAA compliance.
• Multi‑Channel Communication: Respond to inbound calls and emails from customers and care managers, providing clear, friendly, and professional assistance.
• Healthcare Portal Navigation: Access various healthcare portals and online resources to retrieve missing or supplemental information required for order processing.
• Queue Monitoring: Track multiple intake queues throughout the day, prioritizing tasks such as new orders, updates, and cancellations.
• Extended Coverage Support: Operate during the extended schedule (12:00 PM – 8:00 PM EST), including evening coverage for Medicare Advantage opt‑in calls.
• Collaboration: Work closely with the Intake team and cross‑functional departments (e.g., Sales, Compliance, IT) to resolve issues and improve processes.
• Compliance & Quality Assurance: Adhere to HIPAA guidelines, internal policies, and quality standards to protect sensitive information.
• Performance Tracking: Monitor key performance indicators (KPIs) such as call handling time, accuracy rates, and customer satisfaction scores, and take corrective action when needed.
• Continuous Improvement: Participate in regular process reviews and contribute ideas to streamline intake workflows and enhance the customer experience.

Essential Qualifications

• Legal authorization to work in the United States without employer sponsorship.
• Minimum associate degree in a healthcare‑related field (preferred).
• Proficiency with Microsoft Office (Word, Excel, Outlook).
• Typing speed of at least 40 words per minute.
• Strong attention to detail and organizational skills.
• Excellent written and verbal communication.
• Ability to adapt quickly to changing priorities and new technologies.
• Reliable, punctual, and professional appearance in a remote setting.
• Basic understanding of HIPAA regulations and data privacy best practices.
• Experience using CRM or order‑entry systems (any platform).

Preferred Qualifications

• Experience in a customer service or intake role within the healthcare or insurance industry.
• Familiarity with HIPAA regulations and data privacy best practices.
• Previous exposure to customized order‑entry systems or CRM platforms.
• Knowledge of Medicare Advantage products and eligibility criteria.
• Experience handling high‑volume call and email traffic during evening hours.
• Strong analytical skills and ability to troubleshoot data discrepancies.
• Proficiency in a second language (Spanish, French, or other) is a plus.

Skills & Competencies for Success

• Critical Thinking: Ability to identify missing or incorrect information and determine the appropriate corrective action.
• Customer‑First Mindset: Friendly phone demeanor and a genuine desire to help customers navigate their health and safety needs.
• Team Player: Willingness to collaborate with Intake colleagues and other departments to achieve shared goals.
• Time Management: Efficiently juggle multiple tasks, prioritize queues, and meet daily performance metrics.
• Technical Aptitude: Comfortable learning new software, portals, and processes quickly.
• Compliance Awareness: Strong understanding of HIPAA and internal data protection policies.
• Adaptability: Thrive in a fast‑moving environment with evolving priorities.
• Communication: Clear, concise, and professional written and verbal communication skills.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as your day‑to‑day responsibilities. As a Customer Intake Specialist, you will:

• Gain exposure to the full lifecycle of customer orders, from intake to fulfillment.
• Participate in cross‑functional projects that improve system efficiency and customer satisfaction.
• Access continuous learning resources, including online courses, webinars, and internal workshops.
• Earn certifications in data privacy, healthcare compliance, or customer service excellence.
• Progress into senior intake roles, team lead positions, or specialized functions such as Compliance Analyst or Customer Success Manager.
• Receive mentorship from experienced leaders who are committed to your growth.
• Attend annual conferences and industry events to stay ahead of emerging trends.

Work Environment & Company Culture

brighthush is built on a foundation of trust, transparency, and teamwork. Even though you’ll be working remotely, you’ll feel part of a vibrant community through:

• Weekly virtual huddles and monthly town‑hall meetings.
• Collaborative tools (Slack, Teams, Asana) that keep everyone connected.
• Regular recognition programs that celebrate achievements and milestones.
• Inclusive policies that support work‑life balance, mental health, and personal growth.
• A culture that encourages innovation, experimentation, and continuous improvement.
• Annual “Innovation Hackathon” where teams can propose and prototype new ideas.
• Flexible work schedule (12:00 PM – 8:00 PM EST) with a 30‑day onboarding period on a standard 9:00 AM – 5:00 PM shift.

Compensation & Benefits

Hourly Rate: $21.00 per hour (competitive for the role and region). Benefits Package:

• Health, Dental & Vision Insurance (fully or partially covered).
• Paid Time Off (Vacation, Sick Leave, Public Holidays).
• Short‑Term & Long‑Term Disability Coverage.
• 401(k) Retirement Plan with company match.
• Employee Assistance Program (EAP) for mental health support.
• Flexible work schedule (12:00 PM – 8:00 PM EST) with a 30‑day onboarding period on a standard 9:00 AM – 5:00 PM shift.
• Monthly wellness stipend for home office upgrades.
• Access to a digital library of industry publications and learning platforms.
• Employee referral bonus program.

How to Apply

Ready to join a forward‑thinking team that values your expertise and offers a platform for growth? Click the link below to submit your application and take the first step toward a rewarding career at brighthush.