Seasoned Healthcare Customer Experience Specialist – Remote Multi‑Channel Support & Claims Liaison – Champion Patient Advocacy & Operational Excellence at brighthush

About brighthush

brighthush is more than a global service provider; it is a catalyst for transformation in the digital‑first era. With a workforce of over 500,000 professionals fluent in more than 300 languages, we empower the world’s most respected brands to streamline operations, elevate customer experiences, and unlock sustainable growth. Our blend of cutting‑edge technology and a high‑touch, human‑centric approach ensures that every interaction feels personal, purposeful, and impactful. Whether you’re helping a patient navigate a complex claim or guiding a consumer through a product inquiry, you’ll be part of a mission that simplifies lives, speeds processes, and enhances safety for millions.

Why brighthush?

At brighthush, people are at the heart of everything we do. That’s why we invest heavily in:

• Continuous Learning – From onboarding to advanced certifications, we provide the tools and resources you need to grow.
• Diversity & Inclusion – A culture that celebrates differences, encourages collaboration, and ensures every voice is heard.
• Work‑Life Balance – Flexible schedules, generous paid time off, and a remote‑first infrastructure that lets you thrive both at home and at work.
• Wellness & Support – Comprehensive medical, dental, vision, mental‑health resources, and wellness stipends that keep you and your family healthy.
• Global Impact – Work with a worldwide team, interact with customers from every corner of the globe, and see the real difference your work makes.

Role Overview

As a Healthcare Customer Experience Specialist at brighthush, you will be the frontline voice that shapes how our clients’ customers feel about their brand. You will handle inquiries across phone, email, chat, and social media, ensuring each interaction is timely, accurate, and infused with empathy. Your day will be dynamic—no two shifts are identical—and you will play a pivotal role in maintaining the highest service standards for our clients.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, and social media, resolving questions and concerns with professionalism and care.
• De‑escalate challenging situations, applying active listening and conflict‑resolution techniques to maintain customer satisfaction.
• Escalate complex issues to the appropriate internal teams when necessary, ensuring a seamless hand‑off and follow‑up.
• Process payments, refunds, and other transactions securely and accurately, following all compliance and security protocols.
• Maintain detailed, real‑time records of all interactions for auditing, reporting, and continuous improvement purposes.
• Provide constructive feedback on recurring issues or system gaps, contributing to process enhancements.
• Identify upsell opportunities when appropriate, aligning product offerings with customer needs and business goals.
• Collaborate with cross‑functional teams—claims, billing, compliance—to resolve multi‑step issues.
• Participate in weekly huddles and training sessions to stay current on product updates and regulatory changes.
• Adhere to performance metrics such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Document and share best practices with peers to elevate team performance.
• Support new product launches by providing frontline feedback and assisting in training initiatives.

Essential Qualifications

• Minimum of 6 months of customer service experience; experience in healthcare or a regulated industry is a plus.
• High school diploma or GED; additional certifications in customer service or healthcare are desirable.
• Proficient typing speed of at least 25 words per minute.
• Strong oral and written communication skills, with the ability to convey complex information clearly and concisely.
• Logical problem‑solving abilities and a keen attention to detail.
• Comfortable navigating standard desktop applications and collaborative tools.
• Excellent organizational skills and the ability to prioritize tasks in a fast‑paced environment.
• Reliable internet connection (minimum 12 Mbps download, 3 Mbps upload,
• Legal eligibility to work remotely from the United States (states: AL, AR, AZ, CT, DE, FL, GA, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NJ, NM, NV, NY, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, VT, WI, WV, WY).

Preferred Qualifications

• Experience in a healthcare or insurance environment, with familiarity of HIPAA or other regulatory frameworks.
• Proficiency in multiple languages, especially Spanish, French, or Mandarin.
• Experience with CRM platforms (e.g., Salesforce, Zendesk) and call‑center software.
• Previous remote work experience in a virtual team setting.
• Demonstrated ability to meet or exceed performance metrics (e.g., average handle time, customer satisfaction scores).

Skills & Competencies

• Empathy & Customer‑Centric Mindset – genuinely care about the customer’s experience.
• Communication Excellence – articulate, concise, and professional across all channels.
• Adaptability – thrive in a fast‑changing environment with evolving processes.
• Team Collaboration – work effectively with cross‑functional teams, both locally and globally.
• Data‑Driven Decision Making – use metrics and feedback to continuously improve service quality.
• Tech Savvy – comfortable learning new tools and platforms quickly.
• Problem‑Solving – analyze issues, identify root causes, and implement effective solutions.
• Time Management – balance multiple priorities while maintaining high quality.

Career Growth & Learning Opportunities

At brighthush, every role is a stepping stone to greater responsibility. As a Healthcare Customer Experience Specialist, you’ll have the chance to:

• Advance to a Team Lead or Supervisor role, managing a small group of agents and shaping team culture.
• Transition into a specialized healthcare support role, such as Claims Processing or Patient Advocacy.
• Move into a broader customer experience or operations position, leveraging your frontline insights.
• Participate in ongoing training programs, including leadership development, compliance, and technical certifications.
• Earn performance‑based bonuses and recognition awards that reward excellence and innovation.
• Attend global conferences, webinars, and workshops to stay ahead of industry trends.
• Leverage mentorship programs that pair you with senior leaders across the organization.
• Explore cross‑departmental projects that broaden your skill set and expand your professional network.

Work Environment & Culture

brighthush values a culture of respect, transparency, and continuous improvement. Our remote teams are connected through:

• Regular virtual huddles that keep everyone aligned and informed.
• Peer‑to‑peer learning sessions where knowledge is shared across disciplines.
• Open‑door communication with leadership, ensuring your voice is heard.
• Celebrations of diversity, creativity, and problem‑solving.
• Flexible scheduling that supports work‑life balance and wellness initiatives.
• Access to a digital collaboration hub that centralizes resources, documentation, and best practices.
• Annual “Innovation Day” where teams pitch new ideas that could shape the future of customer experience.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers:

• Competitive base salary aligned with industry standards.
• Performance‑based incentives and bonuses.
• Full medical, dental, and vision coverage for employees and eligible dependents.
• Retirement plan with company match.
• Paid time off (vacation, sick leave, holidays) and a generous parental leave policy.
• Employee wellness programs, including mental health resources and fitness stipends.
• Professional development budget and access to online learning platforms.
• Technology stipend to set up an optimal home‑office environment.
• Annual stipend for continuing education and industry certifications.
• Employee referral program with attractive rewards.

How to Apply

Ready to join a team that values your expertise and empowers you to grow? Click the link below to submit your application and take the first step toward an exciting career at brighthush.

We look forward to welcoming you to brighthush, where your passion for customer experience will drive real change and create lasting impact.