Senior Customer Care Representative – Health & Insurance Call Center Specialist – Delivering Exceptional Service at brighthush

Introduction

At brighthush, we are redefining the way people experience health and insurance support. With a legacy that spans over five decades, brighthush has consistently delivered innovative annuity, life, and health insurance solutions to individuals planning for and living in retirement. Our mission is simple: empower our customers, partners, and agents with the knowledge, tools, and support they need to thrive in a rapidly evolving industry.

As a leading Medicare and ancillary call center, brighthush is committed to creating a culture of empathy, excellence, and continuous learning. We believe that every interaction is an opportunity to build trust, solve problems, and make a lasting impact on the lives of our customers. If you are passionate about delivering outstanding service, thrive in a fast‑paced environment, and want to be part of a team that values growth and innovation, we invite you to explore the Senior Customer Care Representative role.

Key Responsibilities

As a Senior Customer Care Representative, you will be the frontline advocate for our customers, agents, and internal stakeholders. Your day‑to‑day tasks will include:

• Handling inbound calls, emails, and chat inquiries with professionalism, accuracy, and empathy.
• Researching complex policy details, medical claims, and product information using our proprietary CRM and web‑based tools.
• Documenting every interaction in the system, ensuring data integrity and compliance with HIPAA, PHI, and internal privacy standards.
• Escalating issues to the appropriate departments when necessary, following up to guarantee resolution.
• Providing proactive guidance to customers on policy benefits, enrollment processes, and claim status.
• Collaborating with cross‑functional teams—marketing, underwriting, and carrier partners—to resolve product‑related questions.
• Maintaining up‑to‑date knowledge of product updates, regulatory changes, and industry trends.
• Participating in continuous improvement initiatives, sharing insights that enhance customer experience and operational efficiency.
• Adhering to quality metrics, call handling times, and customer satisfaction targets.
• Mentoring junior representatives, sharing best practices, and fostering a supportive team environment.

Essential Qualifications

To excel in this role, you should bring:

• High School Diploma or equivalent; a bachelor’s degree is a plus.
• 3–5 years of customer service experience, preferably in a call center setting.
• Proficiency with computer systems, Microsoft Office, and basic spreadsheet functions.
• Strong verbal and written communication skills, with the ability to explain complex concepts clearly.
• Excellent problem‑solving and decision‑making abilities.
• Empathy, patience, and a genuine desire to help customers.
• Ability to multitask, prioritize, and work efficiently in a fast‑paced environment.
• Experience with CRM platforms and telephony systems is highly desirable.

Preferred Qualifications

• Call center experience in a health or insurance context.
• Previous exposure to Medicare, annuity, or life insurance products.
• Knowledge of regulatory frameworks such as HIPAA and PHI.
• Experience in a remote or work‑from‑home setting.

Skills & Competencies

• Active listening and critical‑thinking skills to assess customer needs quickly.
• Strong attention to detail and commitment to accuracy in data entry.
• Adaptability and willingness to learn new systems, processes, and products.
• Team collaboration and the ability to work across departments.
• Professionalism and composure during challenging interactions.
• Time‑management skills to balance multiple priorities.
• Dependability, accountability, and consistent attendance.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team. As a Senior Customer Care Representative, you will have access to:

• Structured onboarding and continuous training programs covering product knowledge, compliance, and customer‑centric communication.
• Mentorship from experienced leaders who guide career progression.
• Opportunities to transition into specialized roles such as Claims Specialist, Product Analyst, or Customer Experience Manager.
• Internal mobility across business units, allowing you to broaden your skill set and impact.
• Annual performance reviews that align your goals with the company’s strategic objectives.

Work Environment & Company Culture

brighthush fosters a culture that values diversity, inclusion, and collaboration. We celebrate the unique perspectives each team member brings and encourage open dialogue. Our remote‑first approach means you can work from the comfort of your home while staying connected through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Real‑time collaboration tools such as Slack, Teams, and Zoom.
• A supportive network of peers and managers who champion your success.

Compensation & Benefits

While specific salary ranges are determined by experience and market factors, brighthush offers a comprehensive benefits package that includes:

• Competitive base salary with performance‑based incentives.
• Paid time off (PTO), holidays, and flexible scheduling.
• Health, dental, and vision insurance plans.
• 401(k) retirement savings plan with company match.
• Disability and life insurance coverage.
• Employee wellness programs and mental health resources.
• Professional development stipends and tuition reimbursement.

Work From Home – Requirements

To ensure a seamless remote experience, we require:

• Reliable Internet Connection: A stable, high‑speed connection capable of supporting our business systems and VoIP services.
• Company‑Provided Equipment: brighthush will supply a laptop, headset, and necessary software. Employees must maintain equipment in good working order and report issues promptly.
• System Accessibility & Security: Secure remote access to brighthush systems, compliance with data protection policies, and adherence to cybersecurity best practices.
• Confidential Work Environment: A dedicated workspace that protects customer and company information from unauthorized access.
• Professional Workstation: Ergonomic setup with appropriate seating, desk space, and lighting.

Application Process

Ready to join the brighthush team? Submit your application through our careers portal. As part of the hiring process, a background check will be conducted to verify employment, education, and criminal history. All information will be handled confidentially and in accordance with applicable laws.

Equal Employment Opportunity Statement

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made without regard to race, color, religion, gender, sexual orientation, age, disability, or any other protected characteristic.

Americans with Disabilities Act (ADA) Statement

brighthush complies fully with the ADA and all applicable state and local disability laws. Reasonable accommodations are available to qualified applicants and employees throughout the application and employment process. If you require assistance or accommodation, please contact our HR team.

Pay Transparency Statement

We are committed to pay transparency and equity. Compensation for this role will be based on skills, experience, and market factors. Pay ranges are available upon request. Additional compensation information, such as bonuses and benefits, will be provided as required by law.

Background Screening Statement

Employment offers are contingent upon successful completion of a background screening, which may include employment verification, education verification, criminal history check, and other job‑related inquiries. All screenings are conducted in compliance with federal, state, and local laws, and information will be kept confidential.

Apply Today

Take the next step in your career and become a vital part of the brighthush family. Click the link below to apply and start your journey with us.