Seasoned Customer Service Specialist – Remote, Lubbock, TX – Health Insurance & Benefits Support Expert

About brighthush and the Opportunity

brighthush is a leading provider of public sector solutions, dedicated to improving the lives of citizens through innovative technology and exceptional service. Our Health Texas initiative is a flagship program that delivers vital health benefits to Texans, ensuring that every individual receives the support they need to thrive. As a Customer Service Specialist, you will be the frontline ambassador for brighthush, connecting with consumers, providers, and partners to provide accurate, compassionate, and timely assistance. This role is fully remote, with an initial on‑site orientation in Lubbock, TX, and offers a dynamic blend of telephone, IVR, web chat, and portal interactions that keep your day varied and engaging.

Key Responsibilities

• Handle inbound customer inquiries via telephone, Interactive Voice Response (IVR), web chat, and other approved channels, consistently meeting or exceeding performance standards.
• Provide clear, accurate information about health insurance programs, enrollment procedures, and available benefits to consumers, prospective enrollees, and health plan representatives.
• Document every customer interaction in brighthush’s systems, ensuring data integrity and compliance with privacy regulations.
• Execute transactions and tasks—such as enrollment updates, claim status checks, and document requests—according to established guidelines.
• Navigate multiple computer systems simultaneously while maintaining a high level of data entry accuracy.
• Coordinate the fulfillment of customer requests for materials, whether by mail, email, or electronic delivery.
• Escalate complex or sensitive issues to the appropriate internal or external stakeholders, following the escalation matrix.
• Facilitate translation or interpretation services for non‑English speaking customers, ensuring equitable access to information.
• Communicate proactively with supervisors about service delivery challenges, process improvements, or system issues.
• Meet Quality Assurance (QA), productivity, and other key performance metrics, contributing to continuous improvement initiatives.
• Participate in required meetings, trainings, and knowledge‑sharing sessions to stay current on program updates, policies, and best practices.
• Perform additional duties as assigned by management to support operational excellence.

Essential Qualifications

• High school diploma or GED; or equivalent combination of education and experience.
• Minimum of 6 months of relevant professional experience in customer service, preferably in a health insurance or public sector environment.
• Strong typing speed (minimum 35 WPM) and proficiency in Windows and/or Mac operating systems.
• Ability to manage 100+ calls per day, handle repetitive inquiries, and maintain composure under pressure.
• Excellent organizational and prioritization skills, with a proven track record of meeting deadlines.
• Availability to work flexible shifts between 8:00 am and 6:30 pm CST (7:00 am and 5:30 pm MST).
• Strong verbal and written communication skills, with a customer‑centric mindset.
• Basic understanding of data privacy regulations (e.g., HIPAA) and commitment to confidentiality.
• Residency in Texas and within a 70‑mile radius of Lubbock, TX.

Preferred Qualifications

• Experience with IVR and web‑based customer portals.
• Knowledge of health insurance terminology and enrollment processes.
• Previous exposure to quality assurance metrics and continuous improvement initiatives.
• Multilingual abilities, especially Spanish, to serve a diverse customer base.
• Familiarity with CRM platforms such as Salesforce or Zendesk.

Skills & Competencies

• Customer‑first attitude with a genuine desire to help others.
• Strong problem‑solving skills and the ability to think on your feet.
• Adaptability to new technologies and changing processes.
• Team collaboration, even in a remote environment.
• Attention to detail and a commitment to data accuracy.
• Resilience and the capacity to handle high‑volume, high‑stress situations.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people from day one. As a Customer Service Specialist, you will have access to a comprehensive onboarding program, ongoing skill‑building workshops, and mentorship from seasoned professionals. Successful performers can advance to roles such as Senior Specialist, Team Lead, or Program Analyst, with clear pathways to leadership positions across our organization. We also offer cross‑training in related areas—such as data analytics, compliance, and project management—to broaden your skill set and open new career avenues.

Work Environment & Company Culture

brighthush fosters a culture of inclusion, innovation, and impact. Our remote work model is supported by state‑of‑the‑art technology, ensuring you have the tools you need to excel from anywhere. We value work‑life balance, offering flexible scheduling, generous paid time off, and a supportive community of colleagues who celebrate each other’s successes. Our commitment to continuous improvement means you’ll always have opportunities to contribute ideas, influence processes, and shape the future of public service delivery.

Compensation, Perks, and Benefits

Base Salary: Competitive hourly rate starting at $14.00 per hour, with opportunities for raises based on performance and tenure. We provide a transparent pay structure that rewards dedication and results.

Benefits Package: Comprehensive health, dental, and vision insurance; life and disability coverage; a 401(k) retirement plan with company match; paid holidays; and paid time off. Additional incentives may include short‑term and long‑term performance bonuses, as well as program‑specific awards.

Work‑From‑Home Support: We supply a fully equipped workstation—including dual monitors, laptop, docking station, keyboard, and mouse—along with a high‑speed wired internet connection (minimum 20 Mbps download, 5 Mbps upload). A quiet, professional workspace is required to maintain productivity and confidentiality.

Training & Development: All new hires receive intensive classroom and on‑the‑job training, with no missed time during the initial period. Ongoing learning is encouraged through webinars, certifications, and internal knowledge bases.

How to Apply

If you are passionate about making a difference in people’s lives, thrive in a fast‑paced environment, and meet the qualifications above, we invite you to apply. Join brighthush and become part of a mission‑driven team that values your expertise, supports your growth, and rewards your commitment.