Senior Customer Experience Specialist – High‑Impact Healthcare & Technology Consulting – Remote (Richmond, VA) – brighthush

About brighthush and the Opportunity

brighthush is a forward‑thinking technology consulting firm that partners with public and private sector clients to deliver innovative, data‑driven solutions across application development, systems analysis, cybersecurity, and data management. With a laser focus on healthcare, brighthush empowers state and federal agencies to streamline processes, improve patient outcomes, and stay compliant with ever‑evolving regulations. Our culture is built on collaboration, continuous learning, and a relentless commitment to making a measurable impact on the communities we serve.

We are excited to announce an opening for a Senior Customer Experience Specialist in our Richmond, VA office. This role is fully remote, giving you the flexibility to work from anywhere while staying connected to a dynamic, high‑volume support environment. As a key member of our customer experience team, you will be the first point of contact for clients and consumers, ensuring that every interaction reflects brighthush’s dedication to excellence, confidentiality, and service quality.

Why brighthush is a Trailblazer in Healthcare Technology

In today’s fast‑moving healthcare landscape, technology is the linchpin that connects patients, providers, and payers. brighthush sits at the intersection of cutting‑edge technology and public service, delivering solutions that:

• Automate enrollment and eligibility workflows for Medicaid, Medicare, and private health plans.
• Integrate secure data exchange platforms that protect sensitive patient information.
• Deploy analytics dashboards that give agencies real‑time insights into program performance.
• Implement cybersecurity protocols that meet the highest standards of compliance.

By joining brighthush, you become part of a mission‑driven organization that is reshaping how public services are delivered, ensuring that every citizen has access to high‑quality, affordable healthcare.

Key Responsibilities

As a Senior Customer Experience Specialist, you will:

• Serve as the frontline advocate for our clients, responding promptly to inbound inquiries via phone, email, and chat.
• Navigate complex systems to retrieve account information, verify eligibility, and resolve issues in real time.
• Maintain meticulous records across multiple platforms, including CRM, proprietary call‑center software, and data‑management tools.
• Collaborate cross‑functionally with technical, compliance, and project‑management teams to address intricate customer needs.
• Document interactions with precision, preparing status updates, escalation reports, and project deliverables.
• Uphold regulatory standards related to data privacy, especially within regulated healthcare environments.
• Champion continuous improvement by providing feedback on process enhancements and system usability.
• Stay current on industry trends, new services, and regulatory changes to maintain a high level of product knowledge.

Essential Qualifications

• Education: Bachelor’s degree in Computer Science, Information Technology, Engineering, Business, or a related field, or equivalent combination of education and experience.
• Experience: 1–3 years in customer service, call‑center operations, or phone‑based support within a high‑volume environment.
• Technical Proficiency: Advanced skills in CRM systems, data entry, Microsoft Office Suite, call‑center software, and account‑management tools.
• Domain Knowledge: Hands‑on experience supporting healthcare enrollment and eligibility processes, including consumer inquiries about coverage, benefits, and life‑event reporting.
• Regulatory Compliance: Proven ability to operate within regulated healthcare service environments, safeguarding sensitive data and meeting quality and service‑level agreements.
• Communication: Strong verbal and written communication skills, capable of translating technical concepts for non‑technical stakeholders.
• Documentation: Ability to produce clear, concise project documentation, status updates, and deliverables.
• Work Authorization: Must be legally authorized to work in the United States.

Preferred Qualifications

• Experience in a high‑volume call‑center or customer‑service setting.
• Demonstrated ability to work independently in a remote environment while managing multiple systems simultaneously.
• Strong attention to detail, organizational skills, and a customer‑focused mindset.
• Familiarity with healthcare programs such as Medicaid, Qualified Health Plans, and Medicare processes.
• Previous exposure to regulated environments requiring strict adherence to confidentiality and compliance standards.

Skills & Competencies for Success

• Customer‑centric approach: Empathy, patience, and a genuine desire to help.
• Problem‑solving: Ability to diagnose issues quickly and propose effective solutions.
• Adaptability: Comfortable with changing priorities and evolving technology.
• Team collaboration: Willingness to share insights and support colleagues across functions.
• Time management: Efficiently handle a high volume of inquiries while maintaining accuracy.
• Data integrity: Meticulous record‑keeping and adherence to data protection policies.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Experience Specialist, you will have the opportunity to:

• Progress into senior support roles, such as Team Lead or Customer Experience Manager.
• Transition into technical support or project‑management positions, leveraging your domain knowledge.
• Participate in specialized training programs covering healthcare regulations, cybersecurity fundamentals, and advanced CRM techniques.
• Earn certifications such as Certified Customer Experience Professional (CCEP) or Certified Information Systems Security Professional (CISSP) through our tuition reimbursement plan.
• Engage in cross‑functional projects that expose you to new technologies and business processes.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and innovative culture. Our remote teams are connected through regular virtual stand‑ups, knowledge‑sharing sessions, and informal coffee chats. We celebrate diversity, encourage open communication, and reward creativity. Employees enjoy flexible work hours, a supportive manager structure, and a focus on work‑life balance.

Compensation, Perks, and Benefits

While specific figures vary by role and experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with experience.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off, holidays, and sick leave.
• Professional development budget and tuition reimbursement.
• Flexible work arrangements and remote‑work stipend.
• Employee wellness programs, including virtual fitness classes and mental health resources.

Why Join brighthush?

As a Senior Customer Experience Specialist at brighthush, you will:

• Make a tangible difference by helping consumers navigate complex healthcare systems.
• Work with cutting‑edge technology and innovative solutions that shape the future of public service.
• Be part of a mission‑driven organization that values integrity, collaboration, and continuous improvement.
• Enjoy a supportive, inclusive culture that rewards hard work and encourages personal growth.

Ready to Apply?

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced environment, and want to grow your career in technology consulting and healthcare, we invite you to apply today. Join brighthush and help us transform the way people access and manage their health services.