Seasoned Customer Service Representative – Healthcare & Member Support Specialist – Championing Member Experience at brighthush

About brighthush

brighthush is not just another health‑insurance provider; we are a technology‑driven movement that is reshaping how people experience care. Since our founding in 2012, we have built an end‑to‑end platform that blends data science, artificial intelligence, and mobile innovation to deliver a member journey that feels as personal as a family doctor’s office but as efficient as a digital app. Today, we proudly serve thousands of members across the United States, offering transparent, affordable, and accessible health coverage that adapts to each individual’s needs.

Our core belief is simple: health care should be simple. By leveraging predictive analytics, real‑time communication tools, and a member‑centric culture, we empower people to make informed decisions, reduce administrative friction, and ultimately improve health outcomes. Whether you are a seasoned professional or just starting your career, brighthush offers a platform where your expertise can directly impact millions of lives.

Why brighthush is a Leader in HealthTech

• Innovation at Scale: We invest heavily in AI and machine learning to anticipate member needs, streamline claims processing, and personalize care recommendations.
• Data‑Driven Decision Making: Every interaction is logged, analyzed, and used to refine our processes, ensuring continuous improvement.
• Member‑First Philosophy: Our design thinking approach places the member at the center of every product and service, ensuring that technology serves people, not the other way around.
• Rapid Growth & Impact: With a growing member base and expanding product portfolio, you’ll see the tangible results of your work in real time.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity, mission‑centric team that values curiosity, collaboration, and continuous improvement. We celebrate diversity, encourage authentic voices, and empower employees to bring their whole selves to work. Whether you’re a seasoned professional or just starting your career, brighthush offers:

• Competitive hourly pay ($19.00–$21.00) with transparent compensation practices.
• Full‑time benefits including medical, dental, vision, 401(k) with company match, paid parental leave, and wellness reimbursements.
• Generous paid time off: 15 vacation days, 11 paid holidays, paid sick leave, and paid wellness days.
• Remote work flexibility for Florida residents, with occasional on‑site team gatherings.
• Career growth pathways, mentorship programs, and continuous learning opportunities.
• A culture that rewards innovation, accountability, and a customer‑first mindset.

Role Overview

As a Customer Service Representative – Healthcare & Member Support Specialist, you will be the frontline champion of our members, brokers, providers, and vendors. Your day‑to‑day responsibilities will blend high‑volume customer interactions with back‑office production tasks, all guided by brighthush’s rigorous standard operating procedures (SOPs). You’ll report directly to the Concierge Operations Manager and collaborate across multiple teams to ensure a flawless member experience.

Your Impact as a Member Advocate

Every call, email, or chat you handle is an opportunity to transform a member’s experience. You’ll:

• Resolve complex inquiries about coverage, claims, and benefits with empathy and accuracy.
• Educate members on how to navigate our digital tools, ensuring they feel confident and empowered.
• Act as a liaison between members and internal stakeholders, translating member needs into actionable insights.
• Identify patterns in member pain points and collaborate with product and analytics teams to drive systemic improvements.

Key Responsibilities

• Master the brighthush business model: learn and internalize processes, tools, and policies that drive member satisfaction and operational excellence.
• Engage with members, brokers, providers, and vendors through phone, email, chat, and other digital channels, delivering timely, accurate, and empathetic support.
• Manage a balanced caseload, maintaining productivity metrics while upholding the highest quality standards.
• Build strong, collaborative relationships with internal partners and external stakeholders to streamline issue resolution.
• Identify recurring issues and propose solutions through established escalation pathways.
• Track and monitor the health of all work‑in‑progress items, ensuring timely completion and escalation when necessary.
• Participate actively in process improvement projects, contributing data‑driven insights and best‑practice recommendations.
• Adhere strictly to all operational, regulatory, and compliance standards, safeguarding member Personal Health Information (PHI) in accordance with HIPAA and other applicable laws.
• Perform additional duties as assigned, demonstrating flexibility and a proactive attitude.

Essential Qualifications

• Minimum of 1 year of experience in a high‑volume, customer‑focused environment.
• At least 6 months of experience in the healthcare or health insurance industry.
• High school diploma or GED; additional education or certifications in customer service, healthcare administration, or related fields are a plus.
• Strong written and verbal communication skills in English.
• Proficiency with Google Workspace or Microsoft Office Suite, including advanced data entry and spreadsheet manipulation.
• Ability to work independently in a remote setting while maintaining strong collaboration with team members.

Preferred Qualifications (Bonus Points)

• Fluency in Spanish (reading, writing, speaking) with professional proficiency; bilingual support is highly valued.
• Quantitative or analytical aptitude, with experience using data to identify problems and recommend solutions.
• Experience with CRM systems, ticketing platforms, or other customer‑service tools.
• Knowledge of healthcare regulations, insurance terminology, and member lifecycle processes.
• Demonstrated commitment to continuous learning and process improvement.

Skills & Competencies

• Customer‑centric mindset: empathy, patience, and a genuine desire to help.
• Strong problem‑solving skills: ability to diagnose issues quickly and propose effective solutions.
• Time management: juggling multiple tasks while meeting deadlines and quality benchmarks.
• Adaptability: thriving in a fast‑paced, evolving environment with frequent changes to processes and technology.
• Team player: collaborating across departments, sharing insights, and supporting peers.
• Attention to detail: ensuring accuracy in data entry, documentation, and compliance adherence.

Technology & Tools You’ll Use

At brighthush, we empower our team with cutting‑edge technology to streamline workflows and enhance member interactions:

• CRM & Ticketing: Salesforce, Zendesk, and custom-built dashboards.
• Communication Platforms: Slack, Microsoft Teams, and Zoom for internal collaboration.
• Analytics & Reporting: Power BI and Tableau for real‑time insights.
• Productivity Suites: Google Workspace and Microsoft Office for documentation and data management.
• Compliance & Security: End‑to‑end encryption, role‑based access, and HIPAA‑compliant data handling.

Career Growth & Learning Opportunities

At brighthush, we believe that growth begins with learning. As a Customer Service Representative, you’ll have access to:

• Structured onboarding and mentorship programs to accelerate your integration into the team.
• Regular training sessions on new tools, policies, and industry trends.
• Cross‑functional projects that expose you to different aspects of the business, from product development to analytics.
• Clear career ladders: from Senior Representative to Team Lead, Operations Manager, or specialized roles in data science, compliance, and product design.
• Annual performance reviews that align your goals with brighthush’s strategic objectives.
• Access to a learning stipend for courses, certifications, and conferences.

Work Environment & Culture Highlights

brighthush’s culture is built on transparency, innovation, and a deep respect for work‑life balance. Our remote Florida team enjoys:

• Flexible schedules that accommodate personal commitments.
• Regular virtual town halls and team‑building events.
• A collaborative digital workspace powered by Slack, Microsoft Teams, and Asana.
• Access to wellness resources, mental health support, and a generous paid wellness budget.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.

Compensation & Benefits

We offer a competitive hourly rate of $19.00–$21.00, with transparent pay scales that reflect your experience and performance. In addition to hourly wages, full‑time employees receive:

• Medical, dental, and vision coverage.
• 401(k) retirement plan with company match.
• Paid parental leave, sick leave, and vacation days.
• Paid holidays and wellness days.
• Life and disability insurance.
• Monthly wellness reimbursements for gym memberships, meditation apps, or other health‑related expenses.
• Professional development stipend for courses, certifications, and conferences.

How to Apply

If you’re ready to bring your customer‑service expertise to a forward‑thinking health insurance company that values innovation, empathy, and growth, we’d love to hear from you. Click the link below to submit your application and join the brighthush team.

Apply to this role at brighthush

Equal Opportunity & Inclusion

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All hiring decisions are based on merit, skills, and experience, with no regard to race, color, religion, gender, sexual orientation, age, disability, or any other protected characteristic.

AI & Recruitment Transparency

Our AI Guidelines outline the responsible use of artificial intelligence in recruiting and hiring. We use AI tools to streamline candidate screening while ensuring fairness and transparency throughout the process.

Reasonable Accommodation

We consider all applicants solely on their qualifications. If you require accommodations during the application process, please contact our HR team at [email protected] to let us know how we can support you.

Privacy & Data Protection

For California residents, please review our Privacy Policy for information on how we collect, use, and disclose applicant data, as well as your rights regarding personal information.

We look forward to welcoming you to the brighthush family, where your passion for customer service meets a culture of innovation and impact. Apply today and help us transform the health insurance experience for millions of members.