Seasoned Remote Customer Service Representative – Health Insurance Enrollment & Support Specialist for New York State Residents – Championing Accessible Care at brighthush

Welcome to brighthush – Where Innovation Meets Impact

brighthush is a trailblazer in public‑sector technology, dedicated to transforming how citizens interact with government services. Our mission is simple yet powerful: to make complex processes—like health insurance enrollment—simple, transparent, and accessible for everyone. By harnessing data analytics, user‑centric design, and rigorous compliance, we empower millions of Americans to make informed health decisions that improve their lives and communities. As a Remote Customer Service Representative, you will be the frontline ambassador of this mission, guiding New Yorkers through the intricacies of the New York State of Health (NYSOH) marketplace with empathy, clarity, and unwavering professionalism.

Why brighthush is a Leader in Public Sector Solutions

At brighthush, we blend cutting‑edge technology with a deep commitment to public service. Our solutions are trusted by state agencies, healthcare providers, and millions of consumers across the country. We thrive on collaboration, continuous improvement, and a culture that celebrates diversity, inclusion, and innovation. Joining brighthush means becoming part of a team that is reshaping the future of public‑sector technology and making a tangible difference in people’s lives.

Key Responsibilities – Your Impact in Action

As a Remote Customer Service Representative, you will play a pivotal role in the NYSOH program. Your day‑to‑day tasks will include:

• Answering inbound calls from consumers, prospective enrollees, and agents, ensuring every interaction meets the highest standards of professionalism and empathy.
• Managing outbound communications, including follow‑up calls and email outreach, to keep customers informed and engaged.
• Accurately documenting all inquiries and actions in our secure systems, maintaining data integrity and confidentiality.
• Referring or transferring callers to the appropriate department or specialist based on established guidelines.
• Facilitating the fulfillment of caller requests for materials via mail, email, or digital download.
• Coordinating translation services for non‑English speaking callers, ensuring clear and accurate communication.
• Escalating complex issues to senior staff or specialized teams for resolution.
• Participating in mandatory training sessions and staying current on program updates, policies, and system changes.
• Processing new applications for health coverage over the phone, including building tax households, verifying income, determining eligibility, and enrolling customers into plans.
• Managing life event changes, demographic updates, disenrollment requests, and special enrollment periods.
• Meeting or exceeding Quality Assurance (QA) metrics and other key performance indicators (KPIs).
• Adhering to safety standards, maintaining a stationary position for extended periods, and occasionally lifting up to 25 pounds.
• Performing additional duties as assigned by management to support team objectives.

Essential Qualifications – What You Bring to the Table

• High school diploma or GED, with a minimum of 6 months of relevant professional experience (or an equivalent combination of education and experience).
• Residency within 100 miles of Albany, NY, and the ability to attend a 5‑day onsite training program in Albany.
• Strong data entry skills and proficiency with computer systems, phone systems, and headsets.
• Excellent organizational, interpersonal, written, and verbal communication skills.
• Ability to perform comfortably in a fast‑paced, high‑volume environment while managing multiple tasks simultaneously.
• Experience working independently and as part of a collaborative team.
• Previous customer service experience, preferably in a call center or healthcare setting.
• Familiarity with confidentiality and privacy policies (e.g., HIPAA) is a plus.

Preferred Qualifications – Give Yourself an Edge

• Experience with healthcare enrollment or insurance platforms.
• Multilingual abilities, especially in Spanish or other commonly spoken languages in New York.
• Knowledge of the New York State of Health marketplace and its enrollment processes.
• Previous exposure to quality assurance metrics and performance dashboards.

Skills & Competencies for Success

• Customer‑Centric Mindset – A genuine desire to help people and a commitment to delivering exceptional service.
• Attention to Detail – Accurate data entry and meticulous record‑keeping.
• Problem‑Solving Ability – Quickly assess issues and identify effective solutions.
• Adaptability – Thrive in a dynamic environment with evolving policies and procedures.
• Time Management – Prioritize tasks and meet deadlines in a fast‑paced setting.
• Team Collaboration – Work seamlessly with colleagues, supervisors, and cross‑functional teams.
• Technical Proficiency – Comfortable using multiple software applications, phone systems, and data entry tools.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Customer Service Representative, you will have access to:

• Structured onboarding and continuous training programs that cover product knowledge, compliance, and customer engagement techniques.
• Mentorship from experienced supervisors and subject‑matter experts.
• Opportunities to transition into specialized roles such as Enrollment Specialist, Quality Assurance Analyst, or Program Manager.
• Tuition reimbursement for courses related to healthcare, customer service, or data analytics.
• Access to internal career pathways and leadership development initiatives.

Work Environment & Company Culture

brighthush fosters a culture of inclusion, transparency, and continuous improvement. Even though this role is remote, you will feel connected to a vibrant team through:

• Regular virtual team meetings, knowledge‑sharing sessions, and social events.
• A collaborative platform that encourages idea exchange and feedback.
• Clear communication channels with supervisors and peers.
• Recognition programs that celebrate individual and team achievements.
• Commitment to work‑life balance, with flexible scheduling options where possible.

Compensation, Perks, and Benefits

While the base salary for this position starts at $20.00 per hour, the total compensation package is designed to reward performance and loyalty. In addition to the base rate, you can expect:

• Quarterly performance bonuses tied to individual and team metrics.
• Comprehensive health, dental, vision, and prescription coverage.
• Life insurance and disability coverage.
• 401(k) retirement plan with company matching.
• Paid time off, holidays, and sick leave.
• Employee Assistance Program (EAP) for holistic wellness.
• Tuition reimbursement and professional development funds.
• Exclusive employee discounts on a variety of products and services.

Home Office Requirements

• Reliable high‑speed internet connection via Wi‑Fi or Category 5/6 Ethernet cable.
• A quiet, dedicated workspace that meets privacy and security standards.
• Compatible computer hardware and headset (provided by brighthush).
• Residency in the continental United States.

Equal Opportunity Statement

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic.

How to Apply

Ready to make a meaningful impact on the health and well‑being of New Yorkers? Click the link below to submit your application and join the brighthush family. We look forward to learning how your skills and passion align with our mission.

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