Senior Bilingual Customer Service Specialist – Remote English & Spanish – Medicaid & Preventive Health Outreach – High‑Impact, High‑Volume Call Center – Join brighthush

About brighthush and the Future of Health Outreach

At brighthush, we believe that health is a right, not a privilege. Our mission is to simplify the healthcare experience for every member, ensuring that preventive care is accessible, understandable, and personalized. With a legacy of innovation that dates back to 1977, brighthush has grown into a global leader in managed healthcare, serving millions of members across the United States. We’re not just a company; we’re a community of compassionate professionals who are dedicated to making a tangible difference in people’s lives.

As the healthcare landscape evolves, the role of customer service has never been more critical. We’re looking for a Senior Bilingual Customer Service Specialist who can bridge the gap between our members and the high‑quality preventive services they deserve. If you thrive in a fast‑paced, high‑volume environment and are passionate about delivering exceptional service in both English and Spanish, we want you on our team.

Why Join brighthush?

• Impactful Work: Every call you make helps a member schedule preventive screenings, secure transportation, or resolve complex service inquiries—directly improving health outcomes.
• Remote Flexibility: Work from anywhere in the United States while enjoying a structured schedule that supports work‑life balance.
• Growth & Development: Access to continuous learning programs, mentorship, and clear career pathways—from Senior Specialist to Team Lead, Manager, and beyond.
• Competitive Compensation: Base salary, performance bonuses, and a comprehensive benefits package that includes health, dental, vision, and life insurance.
• Culture of Inclusion: A diverse, collaborative environment that values every voice and encourages innovation.
• Employee Recognition: Incentive programs, spot awards, and annual recognition events that celebrate your achievements.
• Equity & Retirement: Stock purchase options and a 401(k) plan with company match to help you build long‑term wealth.

Key Responsibilities

As a Senior Bilingual Customer Service Specialist, you will be the frontline advocate for our Medicaid members, ensuring they receive timely, accurate, and compassionate support. Your day‑to‑day tasks will include:

• Proactively contacting members to identify preventive health needs and connect them with the appropriate medical resources.
• Coordinating with physicians, clinics, and transportation services to schedule appointments and resolve logistical challenges.
• Educating new members about available preventive care services, including Early and Periodic Screening, Diagnostic, and Treatment (EPSDT) programs.
• Conducting outbound calls to follow up on pending requests, confirm appointments, and gather feedback on service satisfaction.
• Maintaining meticulous, real‑time documentation of all member interactions in our CRM system, ensuring compliance with regulatory standards.
• Consistently meeting or exceeding productivity, schedule adherence, and quality metrics set by the team.
• Collaborating with peers to troubleshoot complex inquiries and share best practices.
• Identifying opportunities for process improvement and contributing to continuous quality initiatives.
• Managing ad‑hoc projects such as data clean‑up, training sessions, or pilot programs as assigned.
• Serving as a resource and mentor for junior team members, fostering a supportive and knowledge‑sharing environment.

Essential Qualifications

• High School Diploma, GED, or equivalent work experience.
• Minimum of 1 year of customer service experience in a high‑volume, outbound call environment.
• Fluency in both English and Spanish—verbal and written—demonstrated through prior roles or certifications.
• Experience in the managed healthcare sector, preferably with Medicaid or similar public health programs.
• Familiarity with EPSDT services and pediatric medical office operations.
• Proficiency with Windows PCs, Microsoft Office Suite, and CRM platforms; quick to learn new systems.
• Strong multitasking skills: ability to juggle multiple calls, data entry, and follow‑ups while maintaining accuracy.
• Exceptional interpersonal skills: building rapport quickly, listening actively, and responding with empathy.
• Self‑motivated, independent worker who thrives in a remote setting and can manage time effectively.
• Minimum age of 18 years.

Preferred Qualifications

• Prior experience in pediatric or family medicine settings.
• Knowledge of Medicaid policy, benefits, and enrollment processes.
• Experience with telehealth platforms and virtual care coordination.
• Certification in customer service or healthcare administration.
• Background in quality improvement projects or process optimization.

Core Skills & Competencies

• Communication: Clear, concise, and culturally sensitive communication in both languages.
• Problem‑Solving: Analytical mindset to diagnose issues and propose effective solutions.
• Technology Savvy: Comfortable navigating multiple software tools and troubleshooting basic technical issues.
• Time Management: Prioritizing tasks to meet deadlines without compromising quality.
• Team Collaboration: Willingness to share knowledge and support colleagues.
• Adaptability: Flexibility to adjust to evolving processes, policies, and technology.
• Customer‑Centric Attitude: Commitment to exceeding member expectations and fostering loyalty.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Senior Specialist, you’ll have access to:

• Structured training programs covering advanced customer service techniques, healthcare policy, and technology tools.
• Mentorship from experienced leaders who guide you through career progression.
• Leadership development workshops that prepare you for supervisory roles.
• Cross‑functional projects that broaden your understanding of the entire healthcare ecosystem.
• Annual conferences and webinars featuring industry experts and thought leaders.

Our career ladder is designed to reward performance, initiative, and a passion for service. Whether you aspire to become a Team Lead, a Customer Experience Manager, or a Program Analyst, brighthush provides the resources and support to make it happen.

Work Environment & Company Culture

Remote work is more than a perk—it’s a core part of our culture. We provide:

• High‑speed internet stipends and ergonomic equipment allowances.
• Regular virtual team huddles, social events, and wellness challenges.
• Open communication channels with leadership through town halls and Q&A sessions.
• Inclusive policies that celebrate diversity, equity, and belonging.
• Employee resource groups for Spanish‑speaking professionals and multicultural teams.

Our values—Integrity, Innovation, Impact, and Inclusion—guide everything we do. We’re committed to creating an environment where every team member feels heard, respected, and empowered to make a difference.

Compensation, Perks, and Benefits

While specific figures may vary based on location and experience, you can expect:

• Competitive Base Salary: Reflective of your experience and the high‑impact nature of the role.
• Performance Bonuses: Quarterly incentives tied to quality and productivity metrics.
• Health & Wellness: Comprehensive medical, dental, vision, and mental health coverage.
• Retirement Plans: 401(k) with company match to help you secure your future.
• Equity Opportunities: Stock purchase plan for eligible employees.
• Paid Time Off: Generous vacation, sick leave, and holidays.
• Professional Development: Reimbursement for certifications, courses, and conferences.
• Technology Stipend: For home office setup and connectivity.
• Employee Assistance Program: Confidential counseling and support services.

How to Apply

Ready to make a real difference in people’s health journeys? Click the link below to submit your application and join the brighthush family. We look forward to learning how your unique skills and passion can help us continue to transform the healthcare experience.