Seasoned Customer Service Representative – Healthcare & Member Experience Specialist – Remote Florida – Join brighthush’s Innovative Health Insurance Team – Transform Member Care

About brighthush

brighthush isn’t just another health‑insurance provider; it’s a movement that reimagines how people connect with their health. Founded in 2012, brighthush built a fully integrated technology platform that places members at the center of every decision. Our mission is simple yet bold: to deliver a health‑insurance experience that feels like a trusted family doctor—transparent, proactive, and always available. By marrying cutting‑edge data science, AI‑driven tools, and a culture of relentless improvement, we’re transforming the industry from the inside out.

As a fast‑growing, remote‑first company, brighthush is committed to creating an inclusive environment where every employee can thrive. We celebrate diverse perspectives, encourage curiosity, and empower teams to innovate. If you’re passionate about reshaping health care and want to work in a place where your ideas truly matter, brighthush is the place for you.

Why This Role Matters

The Member and Provider Services team is the frontline of brighthush’s promise to our members. As a Customer Service Representative, you will be the voice that turns complex processes into simple, friendly interactions. You’ll handle high‑volume inquiries, resolve issues efficiently, and help shape the future of our member experience. Your work will directly influence member satisfaction, retention, and the overall success of brighthush’s mission.

Day in the Life of a Customer Service Representative

Imagine starting your day with a quick stand‑up call, reviewing the day’s priorities, and then diving into a mix of phone, chat, and email conversations. You’ll guide members through enrollment, claims, and benefits questions, all while maintaining a high level of accuracy and compliance. Between interactions, you’ll collaborate with cross‑functional teams to identify recurring issues, propose solutions, and track the impact of process improvements. At the end of the day, you’ll reflect on what went well, what could be better, and how you can continue to elevate the member experience.

Key Responsibilities

• Member Interaction & Support – Serve as the primary point of contact for members, brokers, providers, and vendors across multiple channels (phone, chat, email, and social media). Provide accurate, timely information and guide members through enrollment, claims, and benefits questions.
• Case Management – Manage an assigned caseload, ensuring that every interaction meets productivity, quality, and service delivery standards. Track progress, follow up on pending items, and maintain detailed records in our CRM.
• Process & Escalation Management – Identify recurring issues, document root causes, and collaborate with cross‑functional teams to implement process improvements. Escalate complex cases through established pathways and monitor resolution timelines.
• Data Accuracy & Compliance – Enter and verify member data with precision. Adhere to all regulatory requirements related to Personal Health Information (PHI) and maintain strict confidentiality.
• Team Collaboration – Build strong relationships with colleagues across Member Services, Operations, and Leadership. Share insights, provide feedback, and contribute to a culture of continuous learning.
• Continuous Improvement – Participate in process improvement projects, pilot new tools, and share best practices to enhance efficiency and member satisfaction.
• Compliance & Quality Assurance – Follow all operational, regulatory, and compliance standards. Participate in audits, quality reviews, and training sessions to stay current on policies.
• Additional Duties – Perform other related tasks as assigned, including occasional travel for team meetings and company events.

Essential Qualifications

• Minimum 1 year of experience in a high‑volume, customer‑focused environment.
• At least 6 months of experience in the healthcare or insurance industry.
• High school diploma or GED; additional education or certifications in customer service, healthcare, or data management are a plus.
• Strong verbal and written communication skills in English.
• Proficiency with Google Workspace or Microsoft Office (Word, Excel, PowerPoint).
• Ability to work independently in a remote setting while maintaining high productivity.
• Excellent problem‑solving skills and a data‑driven mindset.
• Commitment to delivering exceptional member experiences.

Preferred Qualifications & Bonus Skills

• Fluency in Spanish (reading, writing, speaking) – full professional proficiency.
• Experience with data entry, data validation, and maintaining accurate records.
• Advanced analytical skills, including the ability to interpret metrics and identify trends.
• Experience using customer service platforms (e.g., Zendesk, Freshdesk, or similar).
• Knowledge of HIPAA regulations and PHI handling best practices.
• Previous exposure to AI or automation tools in a customer service context.

Skills & Competencies for Success

• Customer‑Centric Mindset – Always put the member first, anticipating needs and exceeding expectations.
• Technical Proficiency – Comfortable navigating multiple software tools, from CRM systems to data dashboards.
• Communication Excellence – Clear, concise, and empathetic communication across all channels.
• Analytical Thinking – Ability to dissect problems, identify root causes, and propose data‑driven solutions.
• Adaptability – Thrive in a fast‑changing environment, embracing new processes and technologies.
• Team Collaboration – Work effectively with cross‑functional teams, sharing insights and driving collective success.
• Time Management – Prioritize tasks, meet deadlines, and maintain high productivity in a remote setting.

Career Growth Opportunities

At brighthush, we believe that growth is a shared journey. Starting as a Customer Service Representative, you’ll have clear pathways to advance to:

• Senior Support Specialist – leading complex cases and mentoring new hires.
• Team Lead – overseeing a group of representatives, driving performance, and shaping team culture.
• Member Experience Manager – steering strategy, process design, and cross‑departmental initiatives.
• Operations or Product Leadership – leveraging your frontline insights to influence product development and operational excellence.

We support your growth with mentorship programs, leadership training, and a robust internal mobility framework that encourages lateral moves and skill diversification.

Learning & Development

Continuous learning is at the heart of brighthush. You’ll have access to:

• Our Learning Management System (LMS) – courses on healthcare compliance, data analytics, soft skills, and emerging technologies.
• Monthly Knowledge Sharing Sessions – where team members present insights, best practices, and industry trends.
• Annual Conference Sponsorships – attend leading healthcare and tech conferences to broaden your perspective.
• Personal Development Budget – allocate funds for books, courses, or certifications that align with your career goals.

Work Environment & Company Culture

brighthush is a remote‑first, inclusive, and collaborative workplace. Our culture is built on:

• Transparency – Open communication channels, regular town halls, and accessible leadership.
• Empathy – A focus on member and employee well‑being, with mental health resources and wellness programs.
• Innovation – Encouraging experimentation, rapid prototyping, and data‑backed decision making.
• Community – Virtual coffee breaks, interest‑based groups, and annual company retreats.
• Diversity & Inclusion – A commitment to hiring, retaining, and promoting a diverse workforce.

Compensation & Benefits

• Competitive Pay – $19.00–$21.00 per hour, with potential for performance‑based increases.
• Monthly Vacation Accrual – 15 days per year, accrued monthly.
• Health & Wellness – Comprehensive medical, dental, and vision plans. Paid wellness reimbursements and access to mental health resources.
• Paid Time Off – 11 paid holidays, paid sick leave, paid parental leave, and paid wellness days.
• Retirement & Financial Security – 401(k) plan with company match, life and disability insurance.
• Additional Perks – Flexible work hours, remote‑first culture, professional development budget, and team‑building events.

Our Commitment to You

At brighthush, we believe that a great workplace starts with a great culture. We’re dedicated to creating an environment where you can be your authentic self, grow professionally, and make a real difference in people’s lives. We value diversity, equity, and inclusion, and we’re proud to be an Equal Opportunity Employer.

How to Apply

Ready to join a team that’s changing the face of health care? Submit your application through our careers portal or send your résumé and cover letter to [email protected]. We look forward to learning how your skills and passion align with our mission.

Additional Information

We use AI responsibly in our hiring process, ensuring fairness and transparency. If you require reasonable accommodations during the application process, please contact our Benefits Team at [email protected]. For California residents, please review our Privacy Policy for details on data collection and usage.

Join brighthush Today

Become part of a forward‑thinking health insurance company that values innovation, empathy, and community. As a Customer Service Representative, you’ll play a pivotal role in delivering the seamless, member‑centric experience that sets brighthush apart. Apply now and help us build a healthier tomorrow—one conversation at a time.