Senior Care & Medicare Support Specialist – Remote Bilingual Mandarin Customer Experience Champion – Compassionate Service Excellence at brighthush

Welcome to brighthush: Where Technology Meets Compassionate Care

At brighthush, we are on a mission to transform the way seniors and individuals with disabilities experience healthcare. By marrying cutting‑edge technology with a culture of empathy, we create interactions that are not just efficient but truly life‑changing. As a Remote Bilingual Mandarin Customer Experience Specialist, you will be the voice that brings this vision to life, ensuring every member feels heard, supported, and empowered.

Why brighthush is the Ideal Place for Your Career

• Impactful Work – Your daily conversations directly influence the quality of care for older adults and people with disabilities. Each interaction can ease a family’s burden, improve a member’s day, and strengthen our community.
• Fully Remote Flexibility – Work from anywhere in the contiguous United States. Design your workspace, schedule, and commute to fit your lifestyle while maintaining a healthy work‑life balance.
• Growth & Development – A fast‑paced environment with clear career ladders, mentorship, and continuous learning. Whether you want to deepen your expertise in senior care or move into a leadership role, brighthush provides the resources and support.
• Inclusive Culture – Diversity, equity, and inclusion are woven into every aspect of our organization. We celebrate diverse perspectives and foster an environment where every voice is heard.
• Competitive Compensation – Hourly rate of $20 with an annual salary range of $41,600–$57,600, plus comprehensive benefits that support your health, well‑being, and future.

Key Responsibilities

As a Remote Bilingual Mandarin Customer Experience Specialist, you will:

• Build Caring Connections – Engage each member with empathy, patience, and respect, ensuring they feel valued throughout every interaction.
• Own End‑to‑End Interactions – Resolve inquiries during the first contact and manage follow‑through when additional steps are required.
• Deliver Exceptional Service – Consistently exceed member expectations, reinforcing a culture of trust, compassion, and first‑call resolution.
• Provide Accurate Information – Respond confidently to questions about benefits, eligibility, policies, and procedures in a clear, member‑friendly manner.
• Assist with Claims & Services – Help members navigate provider networks, claim reimbursements, transportation, food, dental, and other support services.
• Maintain Service Levels – Answer incoming contacts within established response times while handling complex and sensitive situations with professionalism.
• Document Interactions – Record all member interactions, actions taken, and outcomes in real time to ensure accuracy and continuity of care.
• Proactively Address Complaints – Listen for root causes, offer solutions, and appropriately escalated issues to resolve member 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.
• Engage in Continuous Learning – Actively participate in coaching, feedback, and training to strengthen service skills and member advocacy.
• Collaborate Across Teams – Work closely with claims, enrollment, and technology teams to resolve member issues and improve processes.
• Champion Diversity & Inclusion – Use your bilingual skills to bridge cultural gaps and ensure all members feel understood and respected.

Essential Qualifications

Experience & Education

• Minimum 2 years of customer service, contact center, or member support experience, preferably in healthcare or Medicare Advantage.
• Relevant college coursework or an Associate/Bachelor’s degree may be considered in lieu of experience.
• High school diploma or GED required; college degree preferred.

Technical Proficiency

• Demonstrated ability to use technology and follow detailed workflow instructions.
• Proficient in Microsoft Outlook, Word, Excel, CRM, and contact center solutions.
• Strong typing speed (minimum 40 WPM) and accurate documentation skills.
• Reliable internet connection with sufficient bandwidth to connect to brighthush systems during scheduled shifts.
• Proper care and availability of technology equipment (headset, keyboard, etc.) to meet operational requirements.

Language & Communication

• Bilingual in Mandarin Chinese and English.
• Clear, concise, and warm verbal communication skills.
• Ability to explain complex information simply and compassionately.
• On‑camera presence for training, one‑on‑one, team, and group meetings.

Personal Attributes

• Empathy, patience, and respect when working with older adults and individuals with disabilities.
• Strong problem‑solving skills with a proactive, ownership‑driven mindset.
• Organized, self‑motivated, and comfortable working in a fast‑paced environment.
• Ability to manage high call volumes while handling emotionally sensitive interactions.
• Flexibility to work shifts that meet business needs.
• Comfortable with continuous coaching, feedback, and performance improvement to meet KPIs related to attendance, schedule adherence, and quality.

Preferred (Strongly Desired)

• Knowledge of Medicare Advantage, Medi‑Cal, or managed care plans.
• Experience in a healthcare contact center environment.
• Experience with HIPAA compliance and confidentiality practices.

Physical & Environmental Requirements

While performing the duties of this role, you will:

• Regularly talk or hear, stand, walk, sit, and use hands to handle or feel objects.
• Frequently lift or move up to 10 pounds.
• Maintain close vision and the ability to adjust focus.

Compensation & Benefits

• Hourly Rate – $20 per hour.
• Annual Salary Range – $41,600.00 – $57,600.00, based on experience, education, and responsibilities.
• Health & Wellness – Comprehensive medical, dental, and vision plans.
• Paid Time Off – Generous PTO, holidays, and sick leave.
• Retirement Plans – 401(k) with company match.
• Professional Development – Tuition reimbursement, training programs, and career advancement opportunities.
• Employee Assistance Program – Support for mental health and well‑being.
• Technology Stipend – Monthly allowance to maintain a home office setup.

Work Environment & Culture

At brighthush, we foster a culture that values:

• Empathy & Compassion – Every team member is encouraged to bring a caring mindset to their work.
• Collaboration – Cross‑functional teams work together to solve complex member challenges.
• Innovation – We continuously explore new technologies and processes to improve member experience.
• Inclusivity – Diverse perspectives are celebrated and integrated into our decision‑making.
• Work‑Life Balance – Flexible scheduling and remote work options help you maintain personal commitments.
• Recognition & Celebration – Regular shout‑outs, awards, and team celebrations keep morale high.

Career Growth Opportunities

At brighthush, your career path is designed to evolve with your aspirations. Starting as a Customer Experience Specialist, you can progress to:

• Senior Specialist – Lead complex cases, mentor new hires, and influence process improvements.
• Team Lead – Manage a small team, set performance goals, and collaborate with cross‑functional stakeholders.
• Operations Manager – Oversee multiple teams, drive operational excellence, and shape strategic initiatives.
• Director of Member Experience – Champion member advocacy at the executive level, shaping company‑wide policies and culture.

We invest in your growth through structured mentorship, leadership training, and access to industry conferences and certifications.

Application Process

Ready to make a difference? Follow these steps to apply:

1. Submit Your Application – Upload your resume and cover letter through our online portal.
2. Screening Questionnaire – Complete a brief questionnaire and an internet speed test.
3. Phone Interview – Discuss your experience and complete a live typing test with a recruiter.
4. Video Interview – Participate in a video interview to showcase your communication skills.
5. Background Check – Final candidates will undergo a standard background screening.

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.

Important Notice – Protect Yourself from Scams

*DISCLAIMER: Please be aware of recruitment phishing scams targeting brighthush and other employers. brighthush and its subsidiaries will never ask for a credit card, send you a check, or request any payment as part of the hiring process. If you suspect a scam, report it to the Federal Trade Commission. For verification of legitimate communications, contact brighthush’s talent acquisition team at [email protected].

Apply Today

Join a team that values compassion, innovation, and growth. Click the link below to apply and start your journey with brighthush.