Seasoned Trilingual Mandarin & Cantonese Customer Service Specialist – Remote Health Care Enrollment & Consumer Support – New York, NY – Championing Inclusive Care for Diverse Communities at brighthush

About brighthush – A Mission‑Driven Health Care Ally

brighthush is more than a company; it’s a movement dedicated to breaking down language and cultural barriers that have long hindered equitable access to health care across the United States. By blending cutting‑edge technology with a deep respect for the diverse tapestry of our nation, we empower families and individuals to navigate the complex world of health‑care enrollment with confidence, clarity, and compassion.

Our platform connects consumers to the right plans, helps them understand eligibility, and guides them through life‑event changes—all while speaking their language. Whether a caller speaks Mandarin, Cantonese, or English, our team ensures that every interaction is personalized, respectful, and supportive.

Why This Role Matters

Health‑care enrollment is often a labyrinthine process, especially for non‑English speaking families. As a Seasoned Trilingual Mandarin & Cantonese Customer Service Specialist, you become the bridge that transforms confusion into clarity. Your voice, tone, and expertise give consumers the confidence to make informed decisions about their health coverage. Beyond frontline support, you’ll shape the future of our enrollment platform by sharing real‑world feedback, identifying pain points, and suggesting improvements that elevate the overall consumer experience.

Key Responsibilities

Consumer Engagement & Support

• Answer inbound calls and respond to outbound outreach from prospective enrollees, current members, and their representatives.
• Provide courteous, professional, and culturally‑sensitive service in Mandarin, Cantonese, and English.
• Build rapport quickly and maintain a calm, empathetic demeanor throughout each interaction.
• Document all conversations accurately in our secure CRM system.
• Track call metrics and quality scores to continuously improve service delivery.

Enrollment Processing & Case Management

• Guide consumers through the entire enrollment journey—collecting household information, determining eligibility, interpreting Marketplace determinations, and enrolling them into appropriate health plans.
• Verify documentation and ensure all required information is captured accurately.
• Use our enrollment platform to submit applications, track status, and follow up on pending items.
• Process life‑event changes, demographic updates, disenrollment requests, and special enrollment periods with precision.
• Maintain meticulous records of all interactions, ensuring adherence to confidentiality, privacy, and regulatory standards.

Referral & Escalation Management

• Identify when a consumer’s needs exceed the scope of the role and refer or elevate the case to the appropriate specialist or department.
• Document all escalations and follow up to ensure resolution.
• Collaborate with cross‑functional teams to resolve complex issues and improve processes.

Multilingual Support & Translation Services

• Facilitate translation services for non‑English callers, ensuring accurate communication of complex health‑care information.
• Use language‑specific resources to clarify terminology and policy details.
• Assist in the creation of multilingual support materials and FAQs.

Material Fulfillment & Logistics

• Coordinate the delivery of enrollment materials via mail, email, or digital download, ensuring timely and accurate fulfillment.
• Track shipments and confirm receipt with consumers.
• Handle any issues related to lost or delayed materials and provide timely updates to consumers.

Continuous Learning & Process Improvement

• Attend scheduled trainings, workshops, and team meetings to stay current on program updates, system enhancements, and best practices.
• Share insights and feedback with the team to improve processes and customer experience.
• Participate in quality assurance reviews and contribute to the development of new training modules.

Essential Qualifications

• High school diploma or GED (or equivalent combination of education and experience).
• Minimum of 6 months of professional experience in a customer‑service or call‑center environment.
• Fluency in Mandarin, Cantonese, and English (both written and spoken).
• Strong interpersonal skills with the ability to build rapport quickly and maintain a calm, empathetic demeanor.
• Proficiency in using computer systems, data entry, and basic troubleshooting of software applications.
• Excellent organizational skills and the ability to manage multiple tasks simultaneously while maintaining accuracy.
• Commitment to confidentiality and adherence to privacy regulations (HIPAA, FERPA, etc.).

Preferred Qualifications

• Experience in health‑care enrollment, insurance, or related fields.
• Knowledge of the U.S. health‑care marketplace, Medicaid, Medicare, or private insurance plans.
• Previous experience working in a remote or virtual team environment.
• Familiarity with CRM platforms, ticketing systems, and data analytics tools.
• Certification or coursework in customer‑service excellence, conflict resolution, or communication.

Skills & Competencies for Success

• Communication: Clear articulation of complex information in multiple languages.
• Problem‑Solving: Ability to assess situations, identify solutions, and implement corrective actions.
• Adaptability: Comfortable with evolving processes, technology updates, and shifting consumer needs.
• Team Collaboration: Willingness to share insights, support peers, and contribute to a positive team culture.
• Time Management: Efficiently prioritize tasks to meet daily call volume and quality metrics.
• Customer‑Centric Mindset: Passion for delivering exceptional service and exceeding consumer expectations.

Career Growth & Learning Opportunities

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

• Structured onboarding and mentorship programs that accelerate skill development.
• Cross‑training across different health‑care programs, enabling you to broaden your expertise.
• Leadership development workshops and certifications that prepare you for supervisory roles.
• Annual performance reviews that align your career goals with organizational objectives.
• Opportunities to contribute to process improvement initiatives and innovation projects.
• Access to industry conferences, webinars, and continuing education resources.

Work Environment & Company Culture

brighthush fosters a culture of inclusion, respect, and continuous improvement. Key highlights include:

• Fully remote work model with flexible scheduling to support work‑life balance.
• Regular virtual team‑building events, wellness challenges, and cultural celebrations.
• Transparent communication from leadership through town‑hall meetings and newsletters.
• Commitment to diversity, equity, and inclusion—ensuring every voice is heard and valued.
• Access to a digital knowledge base, peer‑support forums, and real‑time coaching.
• Encouragement of cross‑department collaboration and knowledge sharing.

Compensation, Perks, and Benefits

While the base hourly rate for this role is competitive, the total compensation package at brighthush includes:

• Comprehensive health, dental, and vision insurance plans.
• Life and disability coverage.
• 401(k) retirement savings plan with company match.
• Paid holidays, paid time off, and sick leave.
• Professional development stipend and tuition reimbursement.
• Employee assistance program and wellness resources.
• Short‑term and long‑term incentive programs aligned with company performance.
• Flexible work hours and the ability to work from anywhere in the United States.

How to Apply

Ready to bring your language skills, customer‑service expertise, and passion for health‑care to a forward‑thinking organization? Click the link below to submit your application and join the brighthush team.

Apply to brighthush

Why brighthush?

At brighthush, you will be part of a mission‑driven company that values your voice, supports your growth, and rewards your dedication. If you are a trilingual professional who thrives in a fast‑paced, customer‑centric environment, we invite you to apply today and help us transform the way people experience health‑care.