Senior Customer Experience & Billing Specialist – Remote Member Support Leader Driving Health Outcomes, Member Satisfaction, and Process Excellence at brighthush

About brighthush

brighthush is a trailblazer in the health‑solutions arena, redefining how individuals and families experience health insurance. By fusing cutting‑edge technology, data‑driven insights, and a culture rooted in empathy, we empower members to navigate the often complex world of coverage with confidence and clarity. Our mission is simple yet profound: deliver exceptional member experiences that translate into better health outcomes and higher satisfaction.

Whether you are a seasoned professional or a motivated newcomer, brighthush offers a dynamic, inclusive environment where your voice matters and your growth is a priority. We are committed to fostering a culture of continuous learning, collaboration, and innovation—values that are reflected in every interaction we have with our members.

Why Join brighthush?

• Impactful Work: Every call you handle directly influences member satisfaction, retention, and overall health outcomes.
• Remote Flexibility: Work from the comfort of your home while staying connected to a vibrant, collaborative team.
• Continuous Learning: Access to comprehensive training, mentorship programs, and cross‑functional projects that sharpen your skills.
• Diverse & Inclusive Culture: We celebrate differences and foster an environment where every employee can thrive.
• Competitive Compensation: A transparent pay structure that rewards performance, dedication, and expertise.

Key Responsibilities

As a Senior Customer Experience Representative, you will be the frontline ambassador for our members, ensuring they receive timely, accurate, and compassionate support across a wide range of inquiries. Your day‑to‑day tasks will include:

• Handling member inquiries across multiple product lines, including Member Core (facility visits, web support, ID card requests), Member Advanced (eligibility, benefits, dependents), Medicare (regional support), and Billing (premium, KPC, 1095 tax forms).
• Documenting every interaction in our Member Service Contact Center (MSCC) system, ensuring data integrity and compliance with privacy regulations.
• Escalating complex issues to Tier 3 specialists when necessary, while maintaining a clear line of communication with internal stakeholders such as medical groups, facilities, and regional managers.
• Analyzing call data to identify trends, propose process improvements, and contribute to our continuous improvement initiatives.
• Maintaining a high level of first‑call resolution, complaint resolution, and member retention metrics in line with brighthush’s performance guarantees.
• Participating in ongoing training modules, certification programs, and knowledge‑sharing sessions to stay current on product updates and regulatory changes.
• Adhering to all company policies, including the Principles of Responsibility, to safeguard member privacy and protect organizational assets.
• Collaborating with cross‑functional teams to streamline workflows, enhance member journeys, and drive operational excellence.

Essential Qualifications

• Minimum of two (2) years of customer service experience, preferably in a call center environment.
• High School Diploma or GED required; additional education in health services or related fields is a plus.
• Typing speed of at least 30 words per minute (validated within the past year).
• Excellent written and verbal communication skills, with the ability to convey complex information clearly and concisely.
• Strong analytical and problem‑solving abilities, capable of evaluating data and implementing effective solutions.
• Proficiency with MSCC systems and other customer‑relationship management tools.
• Demonstrated ability to read, interpret, and respond to member inquiries with empathy and professionalism.
• Capacity to think critically, prioritize tasks, and manage time effectively in a fast‑paced environment.
• Successful completion of a Classification Assessment and adherence to all compliance requirements.

Preferred Qualifications

• Prior call center experience, especially within the health insurance sector.
• Familiarity with Medicare, premium billing, and health plan operations.
• Experience with voice response systems (IVR) and call routing technologies.
• Knowledge of HIPAA regulations and data privacy best practices.
• Previous exposure to performance metrics such as call handling time, first‑call resolution, and customer satisfaction scores.

Skills & Competencies

Success at brighthush requires a blend of technical proficiency, interpersonal finesse, and a passion for continuous improvement:

• Customer‑Centric Mindset: A genuine desire to help members navigate their health journey.
• Communication Excellence: Clear, concise, and empathetic verbal and written communication.
• Problem‑Solving: Ability to diagnose issues quickly and propose actionable solutions.
• Data Literacy: Comfortable interpreting metrics and using data to drive decisions.
• Team Collaboration: Willingness to work cross‑functionally and share insights.
• Adaptability: Thrives in a dynamic environment with evolving processes and technologies.
• Time Management: Efficiently balances multiple priorities while maintaining quality.
• Technical Aptitude: Comfortable with CRM platforms, voice response systems, and basic troubleshooting.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared journey. As a Senior Customer Experience Representative, you will have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Cross‑training across billing, Medicare, and member services to broaden your skill set.
• Leadership development tracks for high‑performing team members.
• Annual performance reviews that align your goals with organizational objectives.
• Opportunities to contribute to process improvement projects, policy updates, and product enhancements.

Work Environment & Culture

brighthush’s remote‑first culture is built on trust, transparency, and collaboration. Our team members enjoy:

• Flexible scheduling options that accommodate personal commitments.
• Regular virtual team huddles, town halls, and social events to foster connection.
• A culture of recognition where achievements are celebrated and feedback is constructive.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard.
• Access to wellness resources, mental health support, and a healthy work‑life balance.

Compensation & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards and your experience level.
• Performance‑based bonuses tied to key metrics such as first‑call resolution and customer satisfaction.
• Health, dental, and vision insurance plans with generous coverage options.
• 401(k) retirement plan with company matching.
• Paid time off, holidays, and flexible sick leave.
• Professional development stipend and tuition reimbursement for relevant courses.
• Employee assistance programs and wellness initiatives.

How to Apply

If you are ready to make a tangible difference in people’s lives while advancing your career in a supportive, innovative environment, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you’re the ideal fit for brighthush’s Customer Experience team.

Join us in shaping the future of health service delivery—where every call is an opportunity to create brighter outcomes.