Seasoned Remote Customer Service Representative – New York State Health Insurance Support – Join brighthush’s Mission‑Driven Team to Empower Millions of New Yorkers with Compassionate Care

About brighthush and the Opportunity

brighthush is a leading public‑sector technology and services firm that partners with state and federal agencies to deliver innovative solutions that transform the lives of millions of citizens. Our New York State of Health (NYSOH) team sits at the heart of a statewide initiative that helps New Yorkers navigate the complex world of health insurance, ensuring that every individual receives the support they need to access quality care. As a remote Customer Service Representative (CSR), you will become the frontline advocate for millions of New Yorkers, delivering accurate, timely, and compassionate assistance from the comfort of your own home.

After a brief, intensive onsite training in Albany, NY, you’ll join a dynamic, technology‑driven environment that values agility, empathy, and continuous improvement. If you are passionate about making a tangible difference in people’s lives and thrive in a fast‑paced, data‑rich setting, brighthush is the place for you.

Why brighthush?

• Competitive Compensation & Performance Bonuses – Earn a solid base salary with quarterly bonuses tied to your impact and customer satisfaction metrics.
• Comprehensive Health & Wellness Coverage – Access medical, dental, vision, prescription, and HSA plans, plus life insurance and discounts on auto, home, renter’s, and pet insurance.
• Future‑Planning & Retirement Support – 401(k) plan with company matching, ensuring you’re building a secure financial future.
• Paid Time Off & Disability Coverage – Generous PTO, holidays, sick leave, and short‑ and long‑term disability benefits.
• Holistic Wellness Programs – Employee Assistance Program (EAP) for physical, emotional, and financial well‑being.
• Recognition & Growth – Celebrate achievements through our recognition platform and advance your career with ongoing training, workshops, and conferences.
• Tuition Reimbursement & Learning Resources – Invest in your education with tuition support and access to a wealth of learning materials.
• Exclusive Employee Perks – Enjoy discounts and benefits across a range of products and services.

Key Responsibilities

As a brighthush CSR, you will be the frontline advocate for millions of New Yorkers, ensuring they receive accurate, timely, and compassionate support. Your day‑to‑day duties will include:

• Answering inbound calls from consumers, prospective enrollees, and representatives acting on their behalf, while adhering to all performance standards, policies, and confidentiality protocols.
• Managing inbound and outbound contacts across multiple channels, including phone, email, and live chat.
• Documenting every interaction accurately in our state‑of‑the‑art CRM system.
• Referring callers to the appropriate department or resource based on established guidelines.
• Facilitating the delivery of requested materials via mail, email, or secure download.
• Coordinating translation services for non‑English speaking callers in accordance with procedures.
• Escalating complex issues to specialized teams for resolution.
• Participating in ongoing training sessions and meetings to stay current on program updates and system enhancements.
• Processing new health care coverage applications, including building tax households, determining eligibility, and enrolling callers into plans.
• Managing life‑event changes, demographic updates, disenrollment requests, and special enrollment periods.
• Consistently meeting or exceeding Quality Assurance (QA) and key performance indicators (KPIs).
• Maintaining a safe, compliant work environment and adhering to all safety standards.
• Performing additional duties as directed by management.

Essential Qualifications

• High school diploma or GED required.
• Minimum of 6 months of relevant professional experience, or an equivalent combination of education and experience.
• Residency within 100 miles of Albany, NY.
• Strong data entry skills and proficiency with computer systems.
• Excellent organizational, interpersonal, written, and verbal communication abilities.
• Comfortable working in a fast‑paced environment and managing multiple tasks simultaneously.
• Team player with the ability to work independently.
• Previous experience with computers, phone systems, and headsets preferred.
• Prior customer service experience highly valued.

Preferred Qualifications & Competencies

• Experience in the health care or public‑sector customer service space.
• Knowledge of HIPAA privacy and security regulations.
• Multilingual capabilities, especially Spanish, are a plus.
• Strong problem‑solving skills and a proactive approach to customer needs.
• Adaptability to new technologies and continuous learning mindset.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a CSR, you will have access to:

• Structured onboarding and mentorship programs.
• Cross‑functional training that exposes you to other departments such as data analytics, program management, and technology development.
• Leadership development workshops designed to build managerial and project‑management skills.
• Opportunities to transition into specialized roles such as Quality Assurance Analyst, Program Coordinator, or Technical Support Specialist.
• Support for pursuing certifications related to customer service, health care compliance, or project management.

Work Environment & Culture at brighthush

Our culture is built on collaboration, integrity, and a shared commitment to public service. Even though you will be working remotely, you’ll feel part of a vibrant community through:

• Regular virtual team huddles and cross‑departmental town halls.
• Inclusive employee resource groups that celebrate diversity and foster belonging.
• Open‑door leadership policies that encourage feedback and continuous improvement.
• Recognition programs that highlight exceptional performance and innovation.
• Flexible work schedules that support work‑life balance.

Home Office Requirements

• Reliable high‑speed internet connection (Wi‑Fi or Category 5/6 Ethernet).
• Dedicated workspace free from distractions.
• Standard office equipment: computer, headset, and phone system.
• Permanent residence in the continental United States.

Compensation & Benefits Overview

While the base salary for this role starts at $20.00 per hour, the total compensation package is designed to be competitive and rewarding. In addition to the base pay, you will receive:

• Quarterly performance bonuses.
• Health, dental, vision, and prescription coverage.
• Life insurance and optional supplemental insurance.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and sick leave.
• Short‑ and long‑term disability coverage.
• Employee Assistance Program (EAP) for holistic wellness.
• Tuition reimbursement and learning resources.
• Exclusive employee discounts and perks.

How to Apply

If you are ready to make a meaningful impact while enjoying the flexibility of remote work, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you’re the ideal fit for the brighthush team through our careers portal.

Equal Opportunity Employer

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.

Join brighthush and become part of a mission‑driven organization that values your expertise, supports your growth, and rewards your dedication. We look forward to welcoming you to our team!