Senior Customer Experience Specialist – Remote (MD) – Champion Member Satisfaction, Retention, and Continuous Improvement at brighthush

About brighthush

brighthush is a forward‑thinking health services organization that is redefining how people experience care. By marrying cutting‑edge technology, data‑driven insights, and a deep‑rooted culture of compassion, we create member‑centric solutions that make accessing health plans, benefits, and provider services effortless and meaningful. Our mission is simple yet powerful: empower every member to live healthier, happier lives by ensuring that every interaction is clear, timely, and impactful.

As a remote‑first company, brighthush offers the flexibility and autonomy that modern professionals crave. We believe that great customer experience starts with great people, and we invest heavily in continuous learning, mentorship, and a culture that celebrates collaboration, innovation, and accountability.

Position Overview

We are seeking a highly motivated Senior Customer Experience Specialist to join our Member Service Contact Center (MSCC). In this role, you will be the frontline advocate for our members, patients, and providers, ensuring that every inquiry—whether it’s a simple question about a benefit or a complex issue requiring cross‑departmental coordination—is handled with professionalism, empathy, and efficiency.

As a remote team member based in Maryland, you will work a flexible schedule that aligns with our core business hours while maintaining a healthy work‑life balance. Your impact will be measured by key performance indicators such as first‑call resolution, member satisfaction scores, and retention rates.

Key Responsibilities

• Member Inquiry Management: Handle a wide range of member inquiries across multiple product lines, including core services, advanced benefits, Medicare, premium billing, and tax documentation. Each call or email is an opportunity to reinforce brighthush’s commitment to clarity and care.
• Complex Issue Resolution: For escalated or specialized cases, collaborate with medical groups, facilities, and internal stakeholders to gather information, diagnose root causes, and implement effective solutions.
• Data‑Driven Decision Making: Analyze call data, member feedback, and system logs to identify trends, recommend process improvements, and proactively address potential pain points.
• Documentation & Compliance: Accurately record all interactions in our CRM, ensuring that every detail is captured in accordance with privacy regulations and internal policies.
• Continuous Improvement: Participate in regular training sessions, share best practices with peers, and contribute to the development of new scripts, FAQs, and knowledge base articles.
• Team Collaboration: Work closely with cross‑functional teams—including billing, enrollment, and IT—to resolve member issues and streamline workflows.
• Performance Accountability: Meet or exceed performance metrics such as average handle time, first‑call resolution, and member satisfaction scores, while maintaining a high level of compliance with regulatory standards.
• Additional Duties: Perform any other related responsibilities as assigned by the MSCC Manager or senior leadership.

Essential Qualifications

• Experience: Minimum of two (2) years in a customer service or call center environment, preferably within the health insurance or related sector.
• Education: High School Diploma or GED. Additional certifications in customer service, health insurance, or related fields are a plus.
• Typing Proficiency: Minimum 30 words per minute, with a current typing test within the last year.
• Communication Skills: Exceptional written and verbal communication abilities, with a knack for simplifying complex information for diverse audiences.
• Analytical & Problem‑Solving: Demonstrated ability to assess situations, identify root causes, and devise actionable solutions.
• System Proficiency: Working knowledge of MSCC systems, CRM platforms, and voice response systems.
• Critical Thinking: Ability to think on your feet, adapt to changing priorities, and maintain composure under pressure.
• Compliance Mindset: Strong understanding of privacy regulations (e.g., HIPAA) and a commitment to safeguarding member data.
• Classification Assessment: Must pass the required classification assessment to demonstrate suitability for the role.

Preferred Qualifications

• Experience in a call center environment, especially within health insurance or related industries.
• Prior exposure to Medicare, premium billing, or tax documentation processes.
• Knowledge of health plan terminology and benefit structures.
• Experience with escalation procedures and Tier 3 support.
• Familiarity with performance management tools and metrics.

Skills & Competencies

• Billing & Claims Processing
• Customer Experience Design
• Communication & Interpersonal Skills
• Customer Retention & Renewal Strategies
• Documentation & Knowledge Management
• Health Insurance & Plan Navigation
• Medicare & Senior Benefits
• Performance Management & KPI Tracking
• Problem Solving & Critical Thinking
• Team Collaboration & Cross‑Functional Coordination
• Time Management & Prioritization
• Typing & Data Entry Accuracy
• Voice Response System Navigation

Career Growth & Learning Opportunities

At brighthush, we believe that career advancement is a shared journey. As a Senior Customer Experience Specialist, you will have access to:

• Structured mentorship programs with senior leaders in customer service, operations, and product development.
• Regular training workshops covering advanced call handling techniques, regulatory updates, and emerging health technology trends.
• Opportunities to lead cross‑functional projects, such as process redesign initiatives or new member onboarding programs.
• Clear performance pathways that can lead to roles in team leadership, quality assurance, or product management.
• Access to an internal learning portal featuring courses on data analytics, health policy, and customer experience design.

Work Environment & Culture

brighthush fosters a culture of inclusion, respect, and continuous improvement. Our remote workforce enjoys:

• Flexible scheduling that respects personal commitments while aligning with business needs.
• Regular virtual town halls and team‑building events to maintain a sense of community.
• A transparent communication framework that encourages feedback and open dialogue.
• Recognition programs that celebrate both individual and team achievements.
• Commitment to mental health and well‑being, with resources such as counseling services and wellness stipends.

Compensation & Benefits

While specific salary ranges are tailored to experience and qualifications, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to key metrics such as first‑call resolution and member satisfaction.
• Health, dental, and vision insurance plans for employees and eligible dependents.
• Flexible spending accounts (FSA) and health savings accounts (HSA) to support out‑of‑pocket medical expenses.
• 401(k) retirement plan with company match.
• Paid time off (PTO), holidays, and sick leave.
• Professional development stipend and tuition reimbursement for relevant courses.
• Employee assistance program (EAP) for personal and professional support.

How to Apply

If you are passionate about delivering exceptional member experiences, thrive in a dynamic remote environment, and are ready to make a tangible impact on health outcomes, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you are the ideal fit for the Senior Customer Experience Specialist role at brighthush.

Join us in redefining the future of health service delivery—one conversation at a time.