Senior Bilingual Vietnamese Customer Experience Specialist – Remote Senior Care & Medicare Advocacy Champion – Compassionate Member Support Leader – Empowering Seniors at brighthush

About brighthush

brighthush is more than a technology company; it is a movement dedicated to redefining senior care and health‑support services for the modern era. With a mission that places seniors and people with disabilities at the very core of everything we do, we blend cutting‑edge technology, data‑driven insights, and a deeply compassionate workforce to deliver seamless, personalized experiences. Our remote‑first culture empowers every team member to innovate, collaborate, and make a tangible difference from anywhere in the world.

In a rapidly evolving healthcare landscape, brighthush stands out by offering a holistic approach that combines policy navigation, claim assistance, and community outreach. We partner with providers, insurers, and community organizations to create a safety net that ensures every member feels heard, supported, and valued. Our culture is built on trust, empathy, and a relentless commitment to improving the lives of the people we serve.

Role Overview

As a Senior Bilingual Vietnamese Customer Experience Specialist, you will be the frontline advocate for our members. Your primary focus will be to build caring connections, own each interaction from start to finish, and resolve inquiries with a first‑call resolution mindset. You will serve as the voice of compassion for seniors and people with disabilities, ensuring that every member feels heard, supported, and valued. This role is essential to our mission of making healthcare easier, clearer, and more supportive for our community.

Key Responsibilities

• Build Empathetic Connections: Engage every member with empathy, patience, and respect, ensuring they feel heard and supported throughout the interaction.
• Own End‑to‑End Interactions: Take full accountability for resolving inquiries during the initial contact and follow through on any additional steps required.
• Deliver Exceptional Service: Consistently exceed member expectations by reinforcing a culture of trust, compassion, and first‑call resolution.
• Provide Accurate Information: Respond to member inquiries about benefits, eligibility, services, policies, and procedures in a clear, confident, and member‑friendly manner.
• Assist with Claims & Support Services: Help members navigate provider networks, claim/reimbursement inquiries, transportation, food, dental, and other support services, proactively identifying solutions and next steps.
• Maintain Service Levels: Answer incoming contacts within established service levels while managing complex and sensitive situations with professionalism and care.
• Document Interactions: Record all member interactions, actions taken, and outcomes in real time to ensure accuracy, continuity of care, and effective resolution.
• Address Complaints Proactively: Listen for root causes, offer solutions, and appropriately escalated issues to resolve member complaints, grievances, and disenrollment concerns.
• Support Outbound Outreach: Participate in initiatives designed to improve engagement, education, and overall member experience.
• Represent brighthush with Integrity: Model a serving‑heart mindset and commitment to excellence in every interaction.
• Continuous Learning: Engage in ongoing coaching, feedback, and learning to strengthen service skills and member advocacy.

Essential Qualifications

• Minimum 2 years of customer service, contact center, or member support experience, preferably in healthcare or Medicare Advantage.
• High school diploma or GED required; Associate’s or Bachelor’s degree preferred. 3+ years of customer service experience may be considered in lieu of a degree.
• Proficiency in using technology and following detailed workflow instructions.
• Bilingual proficiency in Vietnamese and English (both written and spoken).
• Strong verbal communication skills with the ability to explain complex information simply and compassionately.
• Typing speed of at least 40 words per minute.
• Ability to manage high call volumes while handling emotionally sensitive interactions.
• Comfortable working in a culture of continuous coaching, feedback, and performance improvement.
• Flexibility to work shifts that meet business needs.
• Workspace free of distractions, with strict confidentiality and HIPAA compliance.
• Reliable internet bandwidth and access to connect with brighthush systems during scheduled shifts.
• Proper care and availability of technology equipment such as headsets, keyboard, and camera for training and meetings.

Preferred Qualifications

• Knowledge of Medicare Advantage, Medi‑Cal, or managed care plans.
• Strong problem‑solving skills with a proactive, ownership‑driven mindset.
• Organized, self‑motivated, and comfortable working in a fast‑paced environment.

Skills & Competencies

• Empathy & Patience: Demonstrated ability to connect with older adults and individuals with disabilities.
• Communication: Clear, concise, and warm verbal communication; ability to document interactions accurately.
• Technical Proficiency: Navigating multiple systems simultaneously, including Microsoft Outlook, Word, Excel, CRM, and contact center solutions.
• Problem‑Solving: Ability to identify root causes and propose effective solutions.
• Adaptability: Thrives in a dynamic environment with evolving processes and priorities.
• Team Collaboration: Works effectively with cross‑functional teams to enhance member experience.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Experience Specialist, you will have access to:

• Structured onboarding and continuous training programs focused on healthcare knowledge, communication skills, and technology proficiency.
• Mentorship from senior members of the Customer Experience and Healthcare teams.
• Opportunities to advance into specialized roles such as Member Advocacy Lead, Quality Assurance Analyst, or Healthcare Operations Manager.
• Annual performance reviews that align career goals with organizational objectives.
• Access to industry conferences, webinars, and certifications that enhance your professional development.

Work Environment & Company Culture

brighthush is a remote‑first organization that values flexibility, collaboration, and innovation. Our culture is defined by:

• Inclusive and diverse teams that celebrate different perspectives.
• Transparent communication channels, including weekly town halls and open‑door leadership.
• Regular virtual team‑building events and wellness initiatives.
• A commitment to work‑life balance, with flexible scheduling and generous paid time off.
• Recognition programs that celebrate outstanding member service and teamwork.

Compensation & Benefits

We offer a competitive hourly rate of $20, with annualized compensation ranging from $41,600 to $57,600 based on experience and performance. In addition to base pay, you will receive:

• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and tuition reimbursement.
• Employee assistance program and mental health resources.
• Flexible work schedule and remote work infrastructure support.

Application Process

Step 1: Submit Your Application

Upload your resume and cover letter through our career portal. Ensure all information is current and complete.

Step 2: Screening Questionnaire

Qualified candidates will receive an email with a brief questionnaire and an internet speed test to confirm connectivity.

Step 3: Phone Interview & Typing Test

Selected candidates will participate in a phone interview and a live typing test with a recruiter.

Step 4: Video Interview

Candidates who advance will receive a link to complete a video interview, allowing us to assess communication skills and cultural fit.

Step 5: Background Screening

Final candidates will undergo a standard background check as part of the pre‑employment process.

Equal Opportunity Employer

brighthush is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.

Join brighthush Today

If you are passionate about making a difference in the lives of seniors and individuals with disabilities, and you thrive in a supportive, innovative, and remote work environment, we encourage you to apply. Become part of a team that is dedicated to transforming healthcare delivery and delivering compassionate, member‑centric service. Apply now and help us bring brighter, healthier futures to those who need it most.