Seasoned Vietnamese‑English Bilingual Healthcare Customer Experience Specialist – Remote (California) – Champion of Patient Advocacy, Benefit Navigation, Compassionate Care, and Continuous Improvement at brighthush

Welcome to brighthush – Where Technology Meets Humanity

At brighthush, we are redefining the way people experience healthcare. By marrying cutting‑edge data science, artificial intelligence, and human‑centric design, we empower organizations to deliver clarity, empathy, and measurable outcomes to every patient. Our mission is simple yet profound: to bring humanity back into every interaction. In a world where health policies shift, regulations tighten, and patient expectations soar, brighthush stands as a trusted partner that translates complexity into compassion.

Why brighthush is the Place to Grow Your Career

Choosing brighthush means aligning yourself with a culture that prizes curiosity, continuous learning, and a shared commitment to making a positive impact on people’s lives. As a remote employee based in California, you’ll enjoy the flexibility of working from home while being part of a global community that values innovation, empathy, and excellence. We celebrate diversity, encourage authentic collaboration, and reward initiative with clear pathways for career advancement.

• Flexibility & Autonomy: Design your own workspace, set your schedule within core business hours, and maintain a healthy work‑life balance.
• Global Impact: Your work will directly affect thousands of patients across the United States, helping them understand complex healthcare information.
• Learning Culture: Unlimited access to online courses, mentorship programs, and cross‑functional projects that broaden your skill set.
• Recognition & Rewards: Competitive compensation, performance bonuses, and a culture that celebrates achievements.

Role Overview

We are seeking an Experienced Vietnamese‑English Bilingual Healthcare Customer Experience Specialist to join our remote California team. In this pivotal role, you will serve as the frontline advocate for patients navigating intricate healthcare benefits. Your daily interactions will shape the experience of individuals seeking clarity, support, and peace of mind during critical moments of their healthcare journey.

This position blends high‑touch customer service with deep knowledge of health insurance terminology, regulatory compliance, and technology platforms. You will be the trusted voice that translates complex policy language into understandable guidance, ensuring patients feel heard, respected, and empowered.

Key Responsibilities

• Customer Engagement: Answer inbound calls, respond to chat and email inquiries from patients in both Vietnamese and English, delivering each interaction with empathy, professionalism, and cultural sensitivity.
• Needs Assessment & Active Listening: Conduct thorough discovery conversations, ask probing questions, and demonstrate genuine empathy to fully understand each caller’s healthcare concerns and objectives.
• Information Retrieval & Verification: Navigate multiple internal systems, knowledge bases, and policy documents to locate accurate coverage details, claim status, and benefit options.
• Clear Communication & Translation: Convert complex insurance terminology into simple, actionable guidance in both languages, ensuring patients leave the conversation confident and informed.
• Quality Assurance & Compliance: Uphold the highest standards of accuracy, data privacy, and regulatory compliance (HIPAA, GDPR) across all interactions, adhering to brighthush policies and industry best practices.
• Volume Management & Performance Metrics: Efficiently handle a high call volume while meeting or exceeding key performance indicators such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Schedule Adherence & Time Management: Follow a structured shift schedule, including designated breaks and lunch periods, to maintain peak performance and personal well‑being.
• Team Collaboration & Knowledge Sharing: Participate in daily huddles, weekly coaching sessions, and cross‑team workshops to share best practices, troubleshoot challenges, and contribute to continuous improvement initiatives.
• Data Integrity & CRM Documentation: Accurately record all customer interactions, outcomes, and relevant data in the CRM, ensuring information is up‑to‑date, searchable, and compliant with privacy standards.
• Problem Resolution & Escalation: Identify complex or escalated issues, follow established protocols to route them to specialist teams, and ensure timely follow‑up and closure.
• Advocacy & Follow‑Through: Act as a patient advocate, proactively checking on pending issues, providing status updates, and ensuring that patients receive the promised level of service.

Essential Qualifications

• Minimum of 6 months of customer service experience, preferably in a call‑center or healthcare environment.
• Fluency in both Vietnamese and English, with strong verbal and written communication skills in each language.
• High school diploma or equivalent; additional certifications in customer service, health insurance, or related fields are a plus.
• Demonstrated empathy, patience, and the ability to remain calm under pressure.
• Proficiency with Windows‑based applications, web browsers, and CRM systems (e.g., brighthush).
• Dedicated, distraction‑free home office setup with a secure, high‑speed wired internet connection (minimum 25 Mbps).
• Strong problem‑solving skills and a proactive approach to learning new tools and processes.
• Ability to work independently while staying aligned with team goals and company standards.

Preferred Qualifications

• Experience working with healthcare benefit platforms such as brighthush or comparable solutions.
• Prior exposure to compliance regulations (HIPAA, GDPR) and data privacy best practices.
• Knowledge of medical terminology, insurance claim cycles, and common provider network structures.
• Previous remote work experience with a proven track record of self‑management, reliability, and meeting performance targets.
• Additional language skills (e.g., Mandarin, Spanish) or certifications in customer service methodologies (e.g., COPC, ITIL).
• Experience with analytics tools or reporting dashboards to track performance metrics.

Skills & Competencies

• Communication: Clear, concise, and compassionate articulation in both Vietnamese and English, with the ability to tailor messaging to diverse audiences.
• Technical Proficiency: Comfortable navigating multiple systems, troubleshooting basic tech issues, and quickly mastering new software platforms.
• Analytical Thinking: Ability to interpret policy documents, identify relevant coverage, and provide accurate guidance.
• Time Management: Efficiently juggle high call volumes while maintaining quality and meeting performance targets.
• Team Player: Collaborative mindset, open to feedback, and eager to share insights with peers.
• Adaptability: Thrive in a fast‑changing environment, embracing new processes, technologies, and regulatory updates.
• Emotional Intelligence: Recognize and respond to the emotional states of patients, de‑escalate tense situations, and build trust quickly.
• Detail Orientation: Meticulous attention to data entry, documentation, and compliance requirements.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. From day one, you’ll receive comprehensive onboarding that blends live instructor‑led sessions, interactive webinars, and hands‑on practice. Throughout your tenure, you’ll have access to a robust learning ecosystem designed to accelerate your career:

• Unlimited Online Courses: Access to a curated library covering customer experience design, healthcare policy, advanced communication techniques, and emerging technologies.
• Personalized Coaching: One‑on‑one mentorship with seasoned leaders to refine your skill set, set career goals, and map a clear progression path.
• Cross‑Functional Projects: Opportunities to collaborate with product, engineering, data science, and analytics teams, gaining exposure to the full product lifecycle.
• Leadership Development: Structured programs for high‑potential employees, preparing you for supervisory, team lead, or specialist roles.
• Certification & Tuition Support: Reimbursement for relevant certifications (e.g., Certified Customer Service Professional, Health Insurance Associate) and degree programs.
• Knowledge‑Sharing Forums: Regular webinars, brown‑bag sessions, and internal conferences where you can present case studies, process improvements, or industry trends.
• Performance Recognition: Quarterly awards, spot bonuses, and public acknowledgment for outstanding customer satisfaction scores and innovative contributions.

Work Environment & Culture at brighthush

Our remote‑first model empowers you to create a workspace that suits your lifestyle while staying connected to a global community of innovators. You’ll experience a culture built on the following pillars:

• Inclusion & Belonging: Diverse voices are celebrated; every team member is encouraged to bring their authentic self to work.
• Transparent Communication: Quarterly town halls, open Q&A sessions with leadership, and regular updates on company strategy.
• Wellness & Balance: Flexible scheduling, generous paid time off, mental‑health resources, and wellness stipends for gym memberships, meditation apps, or ergonomic home‑office equipment.
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