Senior Bilingual Customer Service Administrator – Remote Spanish & English Support Specialist for State Appeals – Join brighthush's Innovative Public Service Team

About brighthush and the Opportunity

brighthush is a trailblazer in public sector solutions, dedicated to delivering exceptional, citizen‑centric service across the United States. With a mission to streamline state processes and elevate the quality of public interactions, brighthush has become a trusted partner for agencies seeking to modernize their outreach and support systems. Our State East, Appeals team is the frontline of this mission, ensuring that every appellant receives timely, accurate, and compassionate assistance. As we expand our remote workforce, we are looking for a highly motivated, bilingual professional to join us as a Customer Service Administrator. This role offers a unique blend of customer‑centric work, meaningful impact, and the flexibility of a fully remote position.

Why This Role Is a Game‑Changer

Working as a Bilingual Customer Service Administrator at brighthush means you will be the voice of the state’s appeals process for Spanish‑speaking citizens. You’ll help them navigate complex procedures, resolve challenges, and ultimately achieve a fair outcome. The role is fast‑paced, requires a high degree of empathy, and rewards those who thrive on problem‑solving and continuous improvement. If you’re passionate about public service, enjoy working in a collaborative environment, and want to grow your career while making a tangible difference, this is the position for you.

Key Responsibilities

• Inbound & Outbound Call Management: Handle a high volume of routine and complex calls from Spanish‑speaking appellants, providing clear, professional, and empathetic assistance while adhering to service level agreements.
• Voicemail & Call Follow‑Up: Promptly answer voicemails and return calls, ensuring all inquiries are addressed within established timelines and documented accurately.
• Case Intake & Documentation: Gather essential information, request additional documentation, and clarify case details to facilitate accurate case intake and reduce processing delays.
• Database & System Updates: Accurately enter and update data in systems such as MAS, QIC, and other state service platforms, as well as Microsoft Word and Excel, ensuring data integrity and compliance.
• Medical Case File Support: Assist in the creation and management of medical case files, including data entry, records management, and file labeling, to support the appeals process.
• Team Collaboration: Work closely with team members to maintain, collect, and secure sensitive case documents, ensuring compliance with privacy regulations and internal quality standards.
• Continuous Improvement: Participate in process improvement initiatives, share best practices, and contribute to the development of training materials that enhance team performance.
• Additional Duties: Perform any other responsibilities assigned by management to support the team’s success and the broader goals of brighthush.

Essential Qualifications

• High school diploma or equivalent; additional education or certifications in customer service, public administration, or related fields is a plus.
• Minimum of 2–4 years of experience in a customer service or administrative role, preferably in a call center or public sector environment.
• Fluency in both English and Spanish—speaking, reading, and writing—at a professional level.
• Strong verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and experience navigating database systems.
• Reliable internet connection (minimum 25 Mbps download, 5 Mbps upload) and a stable home office setup.
• Availability to work a standard schedule from 7:00 am to 5:00 pm EST, Monday through Friday.
• Must reside permanently within the continental United States.
• Must possess a smartphone capable of accessing brighthush systems.

Preferred Qualifications

• Prior experience handling appeals or working within a state or federal appeals system.
• Background in translation services, including verbal and written translation or interpretation between English and Spanish.
• Experience with medical case file creation and records management.
• Knowledge of QIC or other state service platforms.
• Demonstrated ability to work independently while maintaining high accuracy and attention to detail.

Core Skills & Competencies

• Customer‑Centric Mindset: A genuine desire to help others and a commitment to delivering outstanding service.
• Problem‑Solving: Ability to analyze situations, identify solutions, and implement them efficiently.
• Adaptability: Comfortable working in a dynamic environment with evolving processes and priorities.
• Team Collaboration: Strong interpersonal skills and a willingness to support colleagues.
• Time Management: Efficiently prioritize tasks to meet deadlines and service level agreements.
• Technical Proficiency: Comfortable learning new software and troubleshooting basic technical issues.

Career Growth & Learning Opportunities

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

• Progress into senior support roles, such as Team Lead or Supervisor, overseeing call center operations and mentoring junior staff.
• Transition into specialized positions within the appeals process, including case management, quality assurance, or policy analysis.
• Participate in ongoing training programs covering state regulations, customer service best practices, and technical skills.
• Earn certifications in customer service, project management, or data analytics through our partnership with accredited training providers.
• Benefit from mentorship programs that pair you with experienced leaders in the organization.
• Engage in cross‑functional projects that expose you to new areas of the business, expanding your skill set and professional network.

Work Environment & Company Culture

brighthush fosters a culture of inclusion, innovation, and continuous improvement. Our remote teams enjoy:

• Flexible work arrangements that support work‑life balance, including the ability to adjust hours within the core schedule when needed.
• A collaborative environment where ideas are valued and feedback is encouraged through regular virtual huddles and one‑on‑one check‑ins.
• Regular virtual team building events, wellness initiatives, and community outreach projects that strengthen camaraderie and purpose.
• Access to cutting‑edge technology and tools that streamline daily tasks, from advanced CRM systems to AI‑powered call routing.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard and every team member feels empowered to contribute.

Compensation, Perks, and Benefits

We offer a competitive hourly rate ranging from $16.00 to $19.00 per hour, commensurate with experience and qualifications. In addition to base pay, you will receive:

• Health, dental, and vision insurance plans with comprehensive coverage options.
• Life and disability coverage to protect you and your loved ones.
• 401(k) retirement savings plan with company match to help you build long‑term financial security.
• Paid holidays, vacation, and sick leave to support your well‑being.
• Short‑term and long‑term incentive programs that reward high performance and dedication.
• Professional development budget and tuition reimbursement for relevant courses and certifications.
• Equipment stipend and support for home office setup, ensuring you have the tools you need to succeed.
• Access to a dedicated IT help desk for troubleshooting and technical support.

Equipment and Home Office Requirements

brighthush will provide the necessary equipment to perform your duties effectively. You will need to ensure:

• Internet speed of at least 25 Mbps download and 5 Mbps upload (test via speedtest.net).
• Connection via Category 5 or 6 Ethernet cable to your home router.
• A private, secure work area with adequate power sources and a comfortable ergonomic setup.
• A smartphone capable of logging into brighthush systems and receiving push notifications.

Equal Opportunity Employer Statement

brighthush is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, or any other legally protected characteristic. We are committed to providing reasonable accommodations for individuals with disabilities throughout the hiring process.

How to Apply

Ready to join a team that values your bilingual skills and dedication to public service? Click the link below to submit your application and take the first step toward a rewarding career with brighthush.