Seasoned Senior Market Insurance Contact Center Specialist – Remote Customer Service Representative – High‑Performance Team – Join brighthush’s Innovative, Remote‑First Culture to Empower Senior Care and Medicare Solutions

About brighthush

brighthush has stood at the forefront of senior market solutions for over 25 years, earning a reputation as a trusted partner for individuals, families, and healthcare providers across the United States. With a national footprint that spans Medicare Supplement, Long‑Term Care, Accident & Health, Disability, and Supplemental Health insurance, we empower our clients to navigate the complex world of senior insurance with confidence and clarity. Our blend of deep industry expertise, cutting‑edge technology, and a culture of continuous improvement sets us apart as a full‑service provider that delivers peace of mind to our clients.

At brighthush, we believe that the heart of our success lies in our people. Whether you’re answering a call from a policyholder, a provider, or an agent, you’ll join a team that values integrity, collaboration, and relentless improvement. As a remote‑first organization, we give you the flexibility to work from anywhere while staying connected to a vibrant, supportive community.

Why This Role Matters

Senior market insurance is more than policies; it’s about safeguarding the future of our nation’s aging population. As the first point of contact for thousands of policyholders, you’ll be the voice that translates complex coverage into understandable, actionable information. Your expertise will directly influence customer satisfaction, retention, and the overall reputation of brighthush. In a world where trust is paramount, your role is pivotal in building lasting relationships and ensuring that every client feels heard, respected, and supported.

In addition to the direct impact on our customers, you will play a key role in shaping the future of senior care by:

• Identifying emerging trends in senior insurance and providing actionable insights to product and underwriting teams.
• Championing a culture of empathy and clarity in every interaction.
• Driving process improvements that reduce call resolution time and increase first‑contact resolution rates.

Your Impact as a Contact Center Specialist

In this role, you will:

• Serve as the frontline advocate for seniors and their families, ensuring they receive timely, accurate, and compassionate support.
• Translate intricate insurance jargon into clear, relatable language that empowers clients to make informed decisions.
• Act as a liaison between policyholders, providers, and internal teams, fostering seamless communication and problem resolution.
• Contribute to continuous improvement initiatives by sharing insights, identifying trends, and recommending process enhancements.

Key Responsibilities

• Policyholder Liaison: Serve as the primary point of contact for policyholders, beneficiaries, providers, and agents, responding to telephone inquiries regarding Medicare Supplement, Long‑Term Care, and Life policies.
• Data Management: Accurately retrieve and update policy information within our Windows‑based system, ensuring compliance with response standards and privacy regulations.
• Research & Resolution: Conduct thorough research of company records to resolve customer questions, perform routine transactions, and retrieve results from our online terminal.
• Product Knowledge: Maintain an up‑to‑date knowledge base of all brighthush products and services, staying current with policy changes, new offerings, and regulatory updates.
• Privacy & Compliance: Adhere to strict privacy and confidentiality guidelines, safeguarding sensitive health information in accordance with HIPAA and internal policies.
• Communication: Provide clear written and oral communication to stakeholders, documenting inquiry status and resolution in the system.
• Operational Support: Initiate and complete call tracks, checklists, and clerical tasks as required to support operational efficiency.
• Shift Flexibility: Demonstrate flexibility by working various shifts, including evenings, weekends, and holidays, to meet the needs of our nationwide client base.
• Typing Proficiency: Type at a minimum of 30 words per minute with 95% accuracy, ensuring data integrity and speed.
• Team Collaboration: Participate in daily huddles, share best practices, and mentor new hires to foster a culture of continuous learning.
• Quality Assurance: Review recorded calls and written interactions to ensure compliance with quality standards and identify opportunities for improvement.

Essential Qualifications

• High school diploma or GED; verification upon request.
• Minimum six months of call center experience or related training.
• Strong verbal and written communication skills, with the ability to explain complex insurance concepts in simple terms.
• Proficiency in Windows‑based environments and intermediate computer skills.
• Basic math proficiency (addition, subtraction, multiplication, division) and ability to interpret rates, ratios, and percentages.
• Excellent organizational and time‑management abilities, capable of handling multiple tasks simultaneously.
• Integrity, honesty, and a customer‑first mindset.
• Reliable internet connection and a quiet, dedicated remote workspace free from distractions.
• Smartphone for multi‑factor authentication and communication purposes.
• Successful completion of background screening and drug testing (including THC).
• Basic understanding of HIPAA regulations and data privacy best practices.

Preferred Qualifications

• Associate’s degree or higher in Business, Communications, or a related field.
• Experience in long‑term care insurance or a similar senior market setting.
• Two years of call center and customer service experience, preferably in a regulated environment.
• Familiarity with insurance terminology, policy structures, and claims processes.
• Experience using CRM or call‑center software platforms.
• Prior exposure to quality assurance metrics such as CSAT, NPS, and first‑contact resolution.
• Knowledge of Medicare Advantage and Medicaid policies is a plus.

Skills & Competencies for Success

• Customer‑Centric Communication: Ability to listen actively, empathize, and provide clear, concise solutions.
• Data Accuracy: Meticulous attention to detail when entering and verifying information.
• Problem‑Solving: Quick assessment of issues and application of standard operating procedures to resolve them.
• Adaptability: Comfortable working in a fast‑paced, evolving environment with shifting priorities.
• Team Collaboration: Willingness to share knowledge, support peers, and contribute to continuous improvement initiatives.
• Technical Proficiency: Comfortable navigating multiple software tools, including call‑center platforms, spreadsheets, and knowledge bases.
• Time‑Management: Ability to prioritize tasks and meet performance metrics without sacrificing quality.
• Resilience: Maintaining composure and professionalism during high‑volume periods or challenging customer interactions.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Service Representative, you’ll have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on new products, regulatory updates, and advanced customer‑service techniques.
• Cross‑functional exposure to underwriting, claims, and product development teams.
• Clear career pathways to roles such as Senior Agent, Team Lead, or Operations Manager.
• Support for professional certifications (e.g., Certified Insurance Counselor, Customer Service Excellence).
• Annual skill‑development stipend for courses, workshops, or conferences.
• Opportunity to lead or participate in innovation projects that shape the future of senior insurance.

Work Environment & Culture at brighthush

Our remote‑first culture empowers you to work from anywhere while staying connected to a vibrant, collaborative community. We celebrate diversity, equity, and inclusion, ensuring every voice is heard and valued. Our core values—Integrity, Innovation, and Impact—guide everything we do, from daily interactions to long‑term strategy.

We foster a supportive atmosphere where associates can grow, learn, and thrive. Regular virtual team‑building events, wellness initiatives, and open‑door communication channels keep our culture dynamic and engaging. You’ll find a community that values work‑life balance, encourages continuous learning, and rewards high performance.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and role, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses and incentive programs.
• Health, dental, and vision insurance options.
• 401(k) retirement plan with company match.
• Generous paid time off, including holidays, sick leave, and vacation.
• Professional development budget and tuition reimbursement.
• Wellness stipend, mental‑health resources, and employee assistance program.
• Flexible work schedule and remote‑work stipend.
• Access to a company‑wide learning platform with courses in customer service, technology, and leadership.
• Employee recognition program with quarterly awards and spot bonuses.

Frequently Asked Questions

What does a typical day look like?

As a remote contact center specialist, you’ll handle inbound calls, emails, and chat inquiries from policyholders and partners. You’ll use our CRM to log interactions, resolve issues, and collaborate with internal teams. Your day will also include quality assurance reviews, training modules, and team huddles.

How does brighthush support remote work?

We provide a comprehensive remote‑work package that includes a home‑office stipend, high‑speed internet reimbursement, and access to a virtual collaboration platform. Our IT team ensures you have the tools and support needed to perform at your best.

What growth opportunities are available?

From team lead to operations manager, we have clear career pathways. We also encourage lateral moves into underwriting, claims, or product development for those interested in expanding their skill set.

How to Apply

Ready to make a meaningful impact in the senior market insurance space? Apply today and help us deliver peace of mind to families across the United States. We look forward to welcoming you to the brighthush family.

Take the next step in your career—apply now and join a team that values integrity, innovation, and impact.