Senior Customer Relations Specialist – Client Experience & Process Excellence Lead for Brighthush’s Home Care Services

Introduction: Join Brighthush, a Trailblazer in Home‑Care Innovation

Brighthush is redefining the home‑care landscape by putting people first. With a national footprint and a mission to empower individuals with disabilities, we connect families with trusted caregivers and service providers who share our commitment to dignity, independence, and quality of life. Our culture is built on transparency, continuous learning, and a relentless focus on customer satisfaction. If you thrive in a purpose‑driven environment and want to make a tangible difference, Brighthush offers the platform to grow, learn, and lead.

Position Overview

As a Senior Customer Relations Specialist, you will be the frontline ambassador for Brighthush. Your role blends high‑impact customer service with meticulous administrative support, ensuring every interaction reflects our core values of empathy, professionalism, and efficiency. You will partner with cross‑functional teams—operations, compliance, technology, and marketing—to streamline processes, resolve inquiries, and maintain accurate records that support our mission of delivering exceptional care.

Key Responsibilities

• Client Liaison & Communication Hub: Serve as the primary point of contact for inbound and outbound communications—phone, email, chat, and in‑person visits—handling inquiries with a courteous, solution‑focused approach.
• Inquiry Management & Resolution: Analyze, track, and resolve a wide range of customer inquiries, from service requests to billing questions, ensuring timely and accurate responses that exceed expectations.
• Document & Data Stewardship: Process incoming and outgoing paperwork—including forms, contracts, and compliance documents—using manual data entry and multiple database systems while maintaining 99% accuracy.
• Advanced Filing & Records Management: Maintain a complex filing system—both physical and electronic—organizing confidential and time‑sensitive documents with high precision and compliance with data‑protection regulations.
• Data Entry Excellence: Execute data entry tasks at a minimum of 45 words per minute, ensuring 99% accuracy across all platforms and contributing to data integrity.
• Deadline & Calendar Management: Monitor and manage a calendar of deadlines, prioritizing tasks based on urgency and strategic importance to keep operations running smoothly.
• Process Improvement Champion: Identify opportunities for process improvement, document new procedures, and share best practices with the team to drive operational excellence.
• Issue Escalation & Follow‑Up: Escalate unresolved issues to the appropriate supervisor or department, ensuring a seamless handoff and follow‑up that keeps clients informed.
• Cybersecurity & Data Privacy: Support Brighthush’s cybersecurity posture by adhering to all policies, procedures, and guidelines related to data protection and privacy.
• Flexible Availability: Occasionally work late or on weekends to meet high‑volume demands or critical deadlines, with manager approval.
• Additional Duties: Perform additional duties as assigned, demonstrating flexibility and a proactive mindset.

Essential Qualifications

• High school diploma or equivalent; some college coursework or a degree is preferred.
• Minimum of 2 years of customer service experience in a fast‑paced environment.
• Proficiency in 10‑key data entry and strong numerical literacy.
• Valid driver’s license and ability to lift and transport mail to the post office daily.
• Advanced computer skills: Microsoft Office Suite (Word, Excel, PowerPoint), Adobe Acrobat, and familiarity with database management.
• Excellent written and verbal communication skills, with the ability to respond respectfully to internal and external customers.
• Exceptional organizational skills, attention to detail, and the ability to manage multiple priorities.
• High integrity and sound business ethics, with a commitment to confidentiality and compliance.
• Self‑motivated and capable of working independently as well as collaboratively within a team.
• Strong problem‑solving abilities, including the capacity to de‑escalate difficult situations.
• Typing speed of at least 45 words per minute.

Preferred Qualifications

• Experience in the healthcare or home‑care industry, particularly with Medicaid or state‑funded programs.
• Knowledge of compliance standards, such as Medicaid guidelines and state regulations.
• Previous exposure to customer relationship management (CRM) systems.
• Experience with process mapping and continuous improvement initiatives.
• Multilingual abilities, especially in Spanish or other widely spoken languages.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering outstanding service.
• Strong analytical and critical‑thinking skills.
• Adaptability to changing priorities and evolving technology.
• Effective time‑management and prioritization.
• Team collaboration and cross‑departmental communication.
• Commitment to data security and privacy best practices.

Career Growth & Learning Opportunities

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

• Progress into senior customer experience roles, such as Customer Success Manager or Client Relations Lead.
• Transition into process improvement or compliance positions, leveraging your hands‑on experience with our systems.
• Participate in ongoing training programs, including industry certifications, leadership development, and technology workshops.
• Engage in mentorship programs that pair you with seasoned professionals across the organization.
• Lead cross‑functional projects that shape the future of Brighthush’s service delivery.

Work Environment & Company Culture

Brighthush fosters a collaborative, inclusive, and mission‑driven culture. Our team values transparency, continuous learning, and a genuine commitment to improving the lives of our clients. You will work in a supportive environment that encourages innovation, recognizes achievements, and promotes work‑life balance. We celebrate diversity, empower employees to bring their authentic selves to work, and provide a platform for professional growth.

Compensation & Benefits

While the base hourly rate for this role is $19 per hour, Brighthush offers a comprehensive benefits package that includes:

• Health, dental, and vision insurance for employees and eligible dependents.
• 401(k) retirement plan with company match after 90 days of continuous employment.
• Paid time off (PTO), paid sick leave, and 14 paid federal holidays plus a birthday holiday.
• Employee Assistance Program (EAP) and wellness initiatives.
• Opportunities for professional development and tuition reimbursement.
• Flexible work arrangements, including remote options where applicable.
• Employee recognition programs and performance‑based bonuses.

How to Apply

Ready to bring your customer‑service expertise to a purpose‑driven organization? Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Senior Customer Relations Specialist role at Brighthush. We look forward to learning how your skills and passion align with our mission.

Closing Statement

Join Brighthush and become a pivotal part of a team that transforms the way people experience home care. Your dedication to excellence will directly impact the lives of our clients and the success of our organization. Apply today and help us build brighter futures together.