Seasoned Remote Second Shift Customer Care Representative – Texas (WFH) – Inbound Call Center Specialist with Health‑Focused Experience at brighthush

Welcome to brighthush – Pioneering Health‑Focused Customer Care from Home

At brighthush, we believe that every conversation can change a life. Our mission is to break down the barriers that prevent people from accessing the care they need, and to empower every member with personalized, compassionate support around the clock. If you thrive in a fast‑paced, technology‑driven environment and want to make a real difference, you’ve found the right place. Join us and become part of a forward‑thinking organization that values your ideas, rewards your dedication, and invests in your growth.

Why Your Next Career Move Should Be with brighthush

• Impactful Work: Your voice directly influences health outcomes for thousands of members across Texas, helping them navigate the complex healthcare system with confidence.
• Culture of Innovation: We champion bold ideas, open dialogue, and continuous improvement. Your feedback shapes the future of our service model.
• Growth‑Centric Pathways: From on‑the‑job training to brighthush development programs, we invest in your professional journey.
• 24/7 Multilingual Support: Join a team that delivers round‑the‑clock assistance, ensuring no one is left behind.
• Comprehensive Rewards: Our Total Rewards package goes beyond a paycheck, offering health, wellness, and professional development benefits that support you and your family.

Position Overview – Remote Second Shift Customer Care Representative (Texas)

As a Remote Second Shift Customer Care Representative at brighthush, you will be the friendly, knowledgeable front line for our members, clients, and partner facilities—all from the comfort of your home. You’ll handle a high volume of inbound calls, provide accurate information, resolve issues, and ensure each interaction reflects brighthush’s commitment to excellence. This role is perfect for individuals who enjoy problem‑solving, have strong communication skills, and are eager to grow within a supportive, technology‑driven organization.

Key Responsibilities

• Answer 60–80 inbound calls per shift from members, healthcare providers, and partner facilities, delivering courteous and accurate assistance.
• Verify member identity, gather necessary information, and document interactions in brighthush’s CRM system with precision.
• Resolve routine inquiries, schedule appointments, process referrals, and troubleshoot common technical issues.
• Escalate complex brighthush matters to senior specialists while maintaining ownership of the customer experience.
• Adhere to brighthush’s compliance standards, including brighthush guidelines, HIPAA privacy rules, and internal quality metrics.
• Participate in daily huddles, training sessions, and performance reviews to continuously improve service delivery.
• Provide feedback on recurring issues or process gaps, contributing to ongoing service enhancements.
• Maintain a quiet, distraction‑free home workspace that meets brighthush’s technical requirements.
• Collaborate with cross‑functional teams—such as Billing, Technical Support, and Quality Assurance—to resolve member concerns efficiently.
• Track and report key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Participate in quality assurance reviews and coaching sessions to refine skills and maintain high service standards.

Essential Qualifications

• Residency in Texas with a reliable, high‑speed internet connection (minimum 30 Mbps download, 3 Mbps upload). Wireless “air cards” are not permitted.
• At least 1 year of call‑center experience handling inbound calls.
• Minimum 6 months of direct customer‑service experience in a fast‑moving environment.
• Proficient typing and computer navigation skills; comfortable using multiple software platforms simultaneously.
• Strong verbal communication skills, with the ability to convey information clearly and empathetically.
• Self‑discipline to work independently from home while meeting productivity and quality targets.
• Basic understanding of healthcare terminology and processes is a plus.

Preferred Qualifications & Additional Assets

• Experience in the healthcare or health‑insurance sector.
• Familiarity with electronic health record (EHR) systems or member management platforms.
• Bilingual proficiency (Spanish/English) to serve a diverse member base.
• Previous brighthush experience, demonstrating effective time management and virtual collaboration.
• Certification in customer‑service excellence (e.g., COPC, CCSP).
• Experience with remote work tools such as Zoom, Teams, or Slack.

Core Skills & Competencies for Success

• Active Listening: Ability to understand member needs quickly and respond with appropriate solutions.
• Problem Solving: Think critically to resolve issues on the first call whenever possible.
• Attention to Detail: Accuracy in data entry and adherence to compliance protocols.
• Time Management: Prioritize tasks efficiently in a high‑volume environment.
• Adaptability: Thrive in a dynamic, technology‑driven workplace.
• Team Collaboration: Communicate effectively with peers and supervisors, even while working remotely.
• Empathy & Compassion: Demonstrate genuine care for members’ well‑being.
• Technical Proficiency: Comfortable troubleshooting basic software and hardware issues.

Career Growth Opportunities & Learning Benefits

At brighthush, we view every team member as a future leader. Your journey starts with comprehensive onboarding and continues with ongoing training modules, mentorship programs, and access to industry conferences. We offer a clear career ladder that includes:

• Senior Customer Care Specialist – leading complex cases and mentoring new hires.
• Team Lead – managing a small group of representatives and driving process improvements.
• Operations Manager – overseeing shift operations, quality metrics, and cross‑functional initiatives.
• Specialist in Emerging Technologies – focusing on AI‑driven support tools and data analytics.

Additionally, you’ll have access to a library of e‑learning courses, soft‑skill workshops, and certifications that enhance both your technical and interpersonal abilities. We encourage continuous learning and provide the resources to help you stay ahead in a rapidly evolving industry.

Work Environment & Company Culture at brighthush

Working remotely from Texas, you’ll enjoy the flexibility of a 2nd Shift schedule (typically 11 PM–7 AM local time) that allows you to balance personal commitments while contributing to a global mission. Our culture is built on:

• Inclusivity: A diverse workforce that celebrates different backgrounds and perspectives.
• Transparency: Open communication channels with leadership and regular company‑wide updates.
• Well‑Being: Access to mental health resources, virtual fitness classes, and wellness stipends.
• Recognition: Monthly awards, peer shout‑outs, and quarterly town‑hall meetings to celebrate achievements.
• Technology‑First: State‑of‑the‑art tools for collaboration, performance tracking, and customer engagement.

Compensation, Perks, and Benefits

While specific figures may vary based on experience, brighthush offers a competitive hourly rate that aligns with industry standards for remote call‑center roles. In addition to your base pay, you’ll receive:

• Health, dental, and vision insurance plans with generous coverage options.
• 401(k) retirement plan with company match.
• Paid time off (vacation, sick leave, and personal days).
• Flexible work schedule within the 2nd Shift window.
• Home‑office stipend to cover equipment and internet costs.
• Employee assistance program for counseling and financial planning.
• Annual performance bonuses and spot awards for exceptional service.
• Access to a wellness portal with mental health resources, mindfulness sessions, and health coaching.
• Professional development stipend for courses, certifications, or conferences.

How to Apply

Ready to make a difference from the comfort of your home? Click the link below to submit your application and join the brighthush family. We look forward to learning how your skills and passion can help us continue to innovate and elevate the customer experience.

Apply to this Job

Final Thoughts

At brighthush, we’re more than a company—we’re a community dedicated to improving health outcomes through exceptional customer care. If you’re ready to bring empathy, expertise, and a drive for continuous improvement to a role that truly matters, we encourage you to apply today. Your journey to a rewarding, purpose‑driven career starts here.