Seasoned Remote Customer Service Specialist – Texas – Health Insurance Member & Provider Support Expert at brighthush – Championing Member Experience & Process Excellence

About brighthush

brighthush is a trailblazer in the health‑insurance landscape, redefining how people experience care through a fully integrated, technology‑first platform. Founded in 2012, brighthush set out to build the kind of health‑insurance company that its founders would want for themselves—a company that feels like a trusted family doctor, offering clarity, compassion, and convenience at every touchpoint. Today, brighthush serves millions of members across the United States, leveraging cutting‑edge data analytics, AI‑driven workflows, and a relentless focus on member satisfaction to deliver a seamless, personalized experience.

Our mission is simple: make health insurance simple, transparent, and human. We believe that every member deserves a partner who listens, understands, and acts with integrity. That philosophy drives everything we do—from the way we design our products to the way we treat our customers and our own people.

Why Join brighthush?

At brighthush, we believe that the best health‑insurance solutions are built by people who care. Our culture is rooted in authenticity, collaboration, and continuous learning. As a Remote Customer Service Specialist, you’ll be part of a high‑impact team that directly shapes the day‑to‑day experience of our members, brokers, providers, and partners. You’ll work in a fast‑paced, data‑driven environment where your ideas can influence process improvements, policy updates, and technology enhancements.

We offer a flexible, fully remote work model that lets you balance professional growth with personal life. You’ll have the freedom to work from anywhere in Texas, supported by the latest tools and a team that values transparency, feedback, and innovation.

Role Overview

We’re looking for a dedicated, customer‑centric professional to join our Member and Provider Services team. In this volume‑driven, production‑based role, you’ll manage a diverse caseload, ensuring that every interaction meets brighthush’s high standards for quality, compliance, and efficiency. You’ll collaborate with cross‑functional teams, support leadership with issue escalation, and contribute to continuous improvement initiatives—all while maintaining a strong focus on member satisfaction.

Key Responsibilities

• Member & Partner Engagement: Serve as the primary point of contact for members, brokers, providers, and vendors across multiple channels (phone, email, chat, and social media). Deliver timely, accurate, and empathetic support.
• Case Management: Own an assigned caseload, ensuring that all inquiries are resolved within established turnaround times while maintaining productivity and quality metrics.
• Process Adherence: Follow standard operating procedures (SOPs) and best practices for all back‑office tasks, including data entry, claim processing, and policy updates.
• Issue Escalation & Resolution: Identify and document issues, use escalation pathways to resolve complex matters, and track progress to closure.
• Continuous Improvement: Participate in process improvement projects, providing feedback on workflow efficiencies, system enhancements, and member experience opportunities.
• Compliance & Data Security: Adhere to all regulatory, privacy, and compliance standards related to member Personal Health Information (PHI). Maintain strict confidentiality and data integrity.
• Collaboration: Build strong working relationships with internal teams (e.g., Concierge Operations, Claims, Provider Relations) and external partners to ensure seamless service delivery.
• Reporting & Analytics: Monitor key performance indicators (KPIs), generate reports, and provide insights to support operational decision‑making.
• Additional Duties: Perform any other tasks as assigned by the Concierge Operations Manager or leadership team.

Essential Qualifications

• Minimum of 1 year of experience in a high‑volume, customer‑focused environment.
• At least 6 months of experience in the healthcare or health‑insurance industry.
• High school diploma or GED; associate’s degree or higher is a plus.
• Strong written and verbal communication skills in English.
• Proficiency with Google Workspace or Microsoft Office Suite.
• Ability to work independently in a remote setting, managing time and priorities effectively.
• Commitment to maintaining confidentiality and adhering to PHI regulations.

Preferred Qualifications

• Advanced quantitative or analytical skills, with a track record of identifying and solving problems.
• Full professional proficiency in Spanish (reading, writing, speaking) – bilingual capability is highly valued.
• Experience with data manipulation, accurate data entry, and reporting tools.
• Knowledge of health‑insurance terminology, claims processes, and provider networks.
• Experience working with remote collaboration tools (e.g., Slack, Teams, Zoom).
• Previous exposure to process improvement methodologies (Lean, Six Sigma).

Skills & Competencies

• Customer‑First Mindset: Passion for delivering exceptional service and a genuine desire to help members navigate their health‑insurance journey.
• Problem‑Solving: Ability to analyze complex situations, identify root causes, and implement effective solutions.
• Attention to Detail: Precision in data entry, documentation, and compliance adherence.
• Time Management: Efficiently juggle multiple tasks, prioritize responsibilities, and meet deadlines.
• Adaptability: Thrive in a fast‑changing environment, embracing new technologies and evolving processes.
• Team Collaboration: Work seamlessly with cross‑functional teams, sharing insights and supporting collective goals.
• Resilience: Maintain composure under pressure, handle high‑volume interactions, and stay focused on outcomes.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Remote Customer Service Specialist, you’ll have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on industry trends, regulatory updates, and new technology tools.
• Opportunities to transition into specialized roles such as Claims Analyst, Provider Relations Specialist, or Customer Experience Lead.
• Cross‑departmental projects that broaden your skill set and expose you to different facets of the business.
• Leadership development initiatives for high‑potential employees.

Work Environment & Culture

brighthush champions a flexible, inclusive, and collaborative culture. As a remote team member, you’ll enjoy:

• Full remote work from your home office in Texas, with occasional travel for team meetings and company events.
• A supportive, high‑energy team that values transparency, feedback, and continuous improvement.
• Access to cutting‑edge technology and tools that streamline your workflow and enhance member interactions.
• A culture that celebrates diversity, equity, and belonging, ensuring every voice is heard and valued.
• Regular virtual team gatherings, wellness initiatives, and community outreach programs.

Compensation & Benefits

We offer a competitive hourly rate of $19.00, along with a comprehensive benefits package for full‑time employees:

• Medical, dental, and vision coverage.
• 11 paid holidays, paid sick leave, and paid parental leave.
• 401(k) plan with company match.
• Life and disability insurance.
• Paid wellness time and reimbursements for health‑related expenses.
• Monthly vacation accrual at a rate of 15 days per year.
• Professional development budget and tuition reimbursement.

How to Apply

Ready to make a difference in the lives of millions of members? Click the link below to submit your application and join the brighthush family.

Apply to brighthush Today

Equal Opportunity Employer

brighthush is committed to fostering an inclusive environment where every individual can thrive. We celebrate diverse backgrounds, perspectives, and experiences, and we are dedicated to providing equal opportunities for all employees and applicants.

Reasonable Accommodation

Applicants who require reasonable accommodations during the application process should contact the brighthush Benefits Team at [email protected] to discuss their needs. We are dedicated to ensuring a fair and supportive hiring experience for everyone.

Privacy Policy for California Residents

For information about how we collect, use, and disclose your personal information, and your rights regarding that information, please review our Privacy Policy.

Join brighthush and Transform Health Insurance

As a Remote Customer Service Specialist, you’ll be at the forefront of brighthush’s mission to create a more humane, efficient, and member‑centric health‑insurance experience. Your dedication, empathy, and analytical mindset will help us deliver exceptional service, drive continuous improvement, and ultimately change the way people experience health care. If you’re passionate about customer service, eager to learn, and ready to grow in a dynamic, technology‑driven environment, we encourage you to apply today and become a vital part of the brighthush story.

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