Seasoned Remote Customer Service Specialist – High‑Volume Healthcare Benefits Support – Join brighthush – Elevate Member Experience & Drive Impact

About brighthush

brighthush is a trailblazer in the health‑benefits arena, redefining how individuals, families, and organizations experience and manage their coverage. With a mission rooted in simplicity, affordability, and transparency, we empower our members to navigate the complexities of healthcare with confidence and clarity. Our team is built on a foundation of purpose, innovation, and a relentless commitment to service excellence. When you step into brighthush, you become part of a culture that values collaboration, continuous learning, and the genuine desire to make a difference in people’s lives.

Why This Role Matters

Every interaction you handle is more than a call or a chat—it’s an opportunity to transform a member’s experience, to resolve a challenge that could impact health outcomes, and to reinforce brighthush’s reputation as a trusted partner in healthcare. As a Remote Customer Service Specialist, you’ll be the voice that bridges complex benefit structures and everyday needs, ensuring that our members feel heard, supported, and empowered.

Key Responsibilities

• Serve as the primary point of contact for a high‑volume stream of inquiries from employees, members, providers, and partners across telephonic, written, and electronic channels.
• Navigate a suite of integrated systems—including member portals, claims databases, and internal knowledge bases—to retrieve accurate information and resolve issues in real time.
• Document every interaction with precision, capturing details, actions taken, and outcomes in brighthush’s CRM and reporting tools to maintain compliance and data integrity.
• Maintain composure and professionalism when addressing complex or escalated situations, employing active listening and empathy to de‑escalate tension and guide members toward resolution.
• Collaborate with cross‑functional teams—claims, benefits, IT, and compliance—to troubleshoot persistent issues, share insights, and drive process improvements.
• Participate in continuous improvement initiatives, providing actionable feedback on system usability, workflow bottlenecks, and customer experience enhancements.
• Adhere to quality metrics, call handling standards, and performance targets set by the Customer Experience department, consistently meeting or exceeding benchmarks.
• Support a 24‑hour service model by rotating weekend shifts (Saturday and Sunday) and occasional after‑hours coverage as needed.
• Engage in regular training sessions, knowledge‑sharing workshops, and certification programs to stay current on industry trends, regulatory changes, and product updates.
• Actively contribute to a culture of knowledge sharing by updating internal FAQs, creating best‑practice guides, and mentoring new hires.

Essential Qualifications

• High school diploma or GED equivalent; a bachelor’s degree in Business, Communications, or a related field is a plus.
• Minimum of 1 year of customer service experience in a fast‑paced, high‑volume environment—call center, technical support, or healthcare services.
• Exceptional verbal and written communication skills, with the ability to convey complex information in a clear, concise, and empathetic manner.
• Strong analytical mindset: ability to dissect problems, identify root causes, and implement effective solutions while juggling multiple systems.
• Proficiency with Microsoft Office (Excel, Word, Outlook) and a demonstrated aptitude for quickly mastering proprietary software and data entry tools.
• Self‑motivated, adaptable, and open to continuous process improvement—eager to learn, iterate, and refine your approach.
• Dedicated, distraction‑free workspace equipped with reliable high‑speed internet (preferably wired via Ethernet) and a quiet environment conducive to focused work.
• U.S. residency and eligibility to complete employer‑verified I‑9 documentation.

Preferred Qualifications

• Experience in a high‑volume call center setting, handling thousands of interactions per month.
• Knowledge of medical procedure and diagnosis coding (ICD‑10, CPT, HCPCS) and familiarity with Summary Plan Documents (SPDs).
• Background in self‑funded insurance, third‑party administrator (TPA) environments, or health‑plan operations.
• Track record of consistently meeting or exceeding performance metrics in a data‑driven, KPI‑focused environment.
• Experience with customer‑relationship management (CRM) platforms and call‑routing systems.

Skills & Competencies

• Customer‑centric mindset: always prioritizing the member’s experience and satisfaction.
• Strong analytical and problem‑solving abilities, with a knack for turning challenges into opportunities.
• Excellent time‑management and organizational skills, capable of balancing multiple priorities without compromising quality.
• Adaptability to new technologies, processes, and evolving industry regulations.
• Team collaboration and cross‑functional communication, fostering a collaborative environment across departments.
• Commitment to quality, accuracy, and compliance—ensuring every interaction meets brighthush’s high standards.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people fuels our collective success. As a Remote Customer Service Specialist, you’ll have access to a robust development ecosystem:

• Structured onboarding and a 4‑6 week paid training program covering product knowledge, system navigation, and customer‑service best practices.
• Ongoing learning modules, webinars, and industry certifications—such as Certified Customer Experience Professional (CCXP) or Health Insurance Cross‑Certification (HICC).
• Clear career pathways: from Senior Support Specialist to Team Lead, and ultimately to Managerial roles in Customer Experience, Operations, or Product Management.
• Mentorship programs pairing you with seasoned leaders who provide guidance, feedback, and career coaching.
• Regular performance reviews with actionable insights, skill‑gap analysis, and personalized development plans.
• Opportunities to lead cross‑functional projects, contribute to product roadmaps, and influence the future of our member experience.

Work Environment & Culture

Our remote team thrives on collaboration, transparency, and a shared commitment to excellence. You’ll enjoy:

• Flexible work hours (11:00 AM – 7:00 PM CST) after training, with rotating weekend shifts to support a 24‑hour service model.
• A supportive, inclusive culture that values diverse perspectives, encourages innovation, and celebrates achievements.
• Access to virtual team‑building events, wellness programs, and community outreach initiatives that foster connection and purpose.
• Regular town‑hall meetings where employees can share ideas, provide feedback, and celebrate milestones.
• Transparent communication from leadership, ensuring you’re always informed about company goals, initiatives, and successes.

Compensation & Benefits

We offer a competitive hourly rate of $20.00 – $22.00, with eligibility for an annual bonus incentive based on performance metrics. In addition to a comprehensive benefits package, you’ll receive:

• Health, dental, and vision insurance options with flexible plan choices.
• 401(k) retirement plan with company match to help you build long‑term financial security.
• Paid time off, holidays, and parental leave to support work‑life balance.
• Disability and supplemental life insurance for added peace of mind.
• Employee Assistance Program (EAP) offering mental and financial wellness resources.
• Tuition reimbursement for approved courses and certifications to support your professional growth.
• Flexible spending accounts (FSAs) and health savings accounts (HSAs) to manage healthcare expenses.
• Regular wellness challenges, virtual fitness classes, and health‑coaching sessions to promote holistic well‑being.
• Access to a digital learning platform with courses on customer experience, healthcare compliance, and emerging technologies.

How to Apply

Ready to elevate your customer‑service career and make a tangible impact on people’s health journeys? Click the link below to submit your application and join the brighthush family.

Apply Now

Equal Opportunity Employment

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, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

Pay Transparency Statement

We are committed to transparency in compensation. The hourly rate for this role ranges from $20.00 to $22.00, with potential for annual bonuses. Final compensation will be based on your experience, skills, and the value you bring to the team.

Why brighthush?

At brighthush, you’ll be part of a forward‑thinking organization that places people first—both our employees and the members we serve. You’ll have the chance to grow professionally, work with cutting‑edge technology, and contribute to a mission that matters. If you’re passionate about delivering exceptional service, thrive in a dynamic environment, and want to make a real difference in healthcare, we want to hear from you.

Apply today and help us shape the future of health benefits—one call at a time.