Seasoned Trilingual Mandarin/Cantonese Customer Service Specialist – Remote New York, NY – Health Care Enrollment & Consumer Support

About brighthush and the Opportunity

brighthush is at the forefront of transforming how families and individuals navigate the U.S. health‑care system. By blending cutting‑edge technology with a deep commitment to cultural sensitivity, we empower consumers to make confident, informed decisions about their health coverage. Our mission is simple yet powerful: to break down language barriers and deliver compassionate, personalized support that ensures every person receives the guidance they need.

As we expand our remote workforce, we are looking for a dedicated Trilingual Mandarin/Cantonese Customer Service Specialist to join our New York, NY team. In this role, you will be the first point of contact for consumers seeking assistance with health‑care enrollment, plan changes, and life‑event updates. Your fluency in Mandarin, Cantonese, and English will enable you to provide clear, accurate, and empathetic guidance to a diverse client base.

Working from a flexible, home‑based environment, you will collaborate with a dynamic team of health‑care professionals, data analysts, and technology specialists. Your contributions will directly impact the quality of service we deliver and the satisfaction of our consumers.

Role Overview

As a Trilingual Mandarin/Cantonese Customer Service Specialist, you will:

• Serve as the primary liaison between consumers and the brighthush enrollment system.
• Guide callers through the entire enrollment journey, from initial inquiry to final confirmation.
• Maintain accurate, up‑to‑date consumer records in our secure systems.
• Escalate complex cases to the appropriate specialist or department.
• Ensure compliance with confidentiality, privacy, and regulatory standards.
• Participate in continuous learning initiatives to stay current on program updates and best practices.

Key Responsibilities

Consumer Engagement

• 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.

Enrollment Processing

• 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 and track status.

Case Management

• Accurately record and update consumer data in our secure systems.
• Process life‑event changes, demographic updates, disenrollment requests, and special enrollment periods.
• Maintain meticulous records of all interactions, ensuring adherence to confidentiality, privacy, and regulatory standards.

Referral & Escalation

• 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.

Multilingual Support

• 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.

Material Fulfillment

• Coordinate the delivery of enrollment materials via mail, email, or digital download, ensuring timely and accurate fulfillment.
• Track shipments and confirm receipt with consumers.

Continuous Learning

• 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.

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.

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.

Compensation, Perks, and Benefits

While the base hourly rate for this role is $22.50, the total compensation package at brighthush includes:

• Competitive 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.

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.