Senior Customer Service Manager – Medicare Retiree Health Solutions & Call Center Leadership at brighthush
About brighthush
brighthush is a global leader in employee benefits and workforce solutions, dedicated to helping organizations create healthier, more secure, and more engaged workforces. With a focus on the intersection of health, wealth, and wellbeing, we empower our clients to streamline benefits administration, enhance employee experience, and drive sustainable business outcomes. Our culture is built on purpose, humanity, unity, and a relentless commitment to growth—values that guide every interaction, every product, and every partnership.
Why brighthush?
- Impactful Mission – We help retirees transition smoothly into Medicare, ensuring they receive the right coverage and support during a pivotal life stage.
- Innovative Environment – Our technology platforms integrate health, wealth, and wellbeing data to deliver personalized, data‑driven solutions.
- Inclusive Culture – Diversity, equity, and inclusion are woven into our DNA. We celebrate differences and foster an environment where every voice is heard.
- Career Growth – With a global footprint and a commitment to continuous learning, brighthush offers clear pathways for advancement and professional development.
- Recognition – We have earned multiple awards, including “Great Place to Work” for seven consecutive years and Fortune’s “Best Companies to Work For.”
- Flexible Work – As a leader in flexible workspace solutions, we provide options for remote, hybrid, and on‑site work to help you balance professional and personal priorities.
Role Overview
The Senior Customer Service Manager – Medicare Retiree Health Solutions will lead a high‑performing team of inbound and outbound call center agents. You will be the driving force behind service excellence, operational efficiency, and the achievement of key business metrics. This role requires a seasoned call center leader with deep Medicare knowledge, a passion for coaching, and a proven track record of fostering team engagement and delivering measurable results.
Key Responsibilities
- Performance Leadership – Own daily, weekly, and monthly management routines to ensure the team consistently meets or exceeds all key metrics.
- Outbound Excellence – Oversee outbound activities such as appointment confirmations, courtesy calls, web chat, and email outreach, ensuring a seamless customer experience.
- Inbound Optimization – Manage inbound call flows, focusing on efficiency, accurate referrals, compliance, and quality assurance.
- Data‑Driven Coaching – Monitor each associate’s daily performance against monthly objectives, providing timely feedback and actionable improvement plans.
- Accountability & Accountability – Drive accountability for results, addressing both positive and negative performance issues promptly and constructively.
- Goal Achievement – Consistently hit individual and team targets through coaching, strategic planning, and motivational initiatives.
- Operational Smoothness – Ensure the service center operates flawlessly, maintaining high levels of service quality and operational efficiency.
- Performance Adjustments – Identify and implement adjustments to team performance to meet key performance indicators (KPIs).
- Escalation Management – Handle and supervise all customer complaints and escalations related to Medicare Retiree Health Solutions (RHS) delivery.
- Cross‑Functional Collaboration – Partner with designated brighthush teams to coordinate skill maintenance, schedule accuracy, process compliance, and stable operational delivery.
Essential Qualifications
- Minimum 2+ years of supervisory or team‑lead experience in a call center environment.
- Strong multitasking abilities with advanced computer skills and desktop navigation proficiency.
- Excellent written and verbal communication, with a talent for building rapport and delivering clear, concise instructions.
- Demonstrated calmness and professionalism in fast‑paced, high‑pressure settings.
- Proven initiative and problem‑solving skills, with a track record of driving process improvements.
- Deep understanding of Medicare and complex insurance information is highly desirable.
- High proficiency in coaching agents to overcome objections, engage customers, and schedule appointments.
- Ability to influence agent behavior and sustain improved results over time.
Preferred Qualifications
- Experience managing a Medicare or health‑care related call center.
- Knowledge of compliance regulations and quality assurance frameworks in the benefits industry.
- Familiarity with workforce analytics tools and performance dashboards.
- Leadership in a remote or hybrid team setting.
- Experience with coaching frameworks such as GROW or CLEAR.
Skills & Competencies
- Leadership & Coaching – Inspire, mentor, and develop a high‑performing team.
- Analytical Thinking – Translate data into actionable insights and performance improvements.
- Customer‑Centric Mindset – Champion the customer experience at every touchpoint.
- Communication – Articulate complex information clearly to diverse audiences.
- Adaptability – Thrive in a dynamic environment with evolving priorities.
- Collaboration – Work effectively across functional teams and geographies.
Career Growth & Learning Opportunities
At brighthush, your professional journey is supported by a robust learning ecosystem. You will have access to:
- Structured leadership development programs that cover coaching, performance management, and strategic thinking.
- Mentorship from senior leaders who have navigated similar roles.
- Cross‑functional projects that broaden your skill set and expose you to new business areas.
- Annual tuition reimbursement and certification support for industry‑relevant credentials.
- Global mobility options for those interested in international assignments.
Work Environment & Culture
Our workplace is designed to empower you to perform at your best. You will enjoy:
- Flexible Work Arrangements – Choose the model that best fits your lifestyle, whether remote, hybrid, or on‑site.
- Inclusive Culture – A community that celebrates diversity and promotes belonging.
- Employee Well‑Being – Comprehensive health, dental, and vision coverage from day one, along with wellness programs, mental health resources, and fitness stipends.
- Generous Time Off – Paid vacation, sick leave, and parental leave policies that support work‑life balance.
- Recognition & Rewards – Performance bonuses, spot awards, and peer recognition programs that celebrate achievements.
- Continuous Learning – Access to an online learning portal, workshops, and conferences.
Compensation & Benefits
While the base salary for this role ranges from $50,000 to $60,000 USD, total compensation includes:
- Performance‑based bonuses and incentive plans.
- Health, dental, and vision insurance starting on day one.
- Retirement plans with employer matching contributions.
- Wellness stipend and gym membership discounts.
- Paid parental leave and flexible work options.
- Professional development budget and tuition reimbursement.
- Employee assistance programs and mental health support.
Our Commitment to Inclusion
brighthush celebrates differences and fosters an environment where every individual feels valued, respected, and supported. We believe diverse teams drive innovation and success. We are dedicated to creating a culture that enables every employee to thrive, regardless of background, identity, or circumstance.
Equal Opportunity Statement
brighthush is an Equal Employment Opportunity employer. We do not discriminate based on sex, race, color, religion, creed, national origin, ancestry, age, disability, medical condition, pregnancy, marital status, citizenship, veteran status, sexual orientation, gender identity, or any other protected characteristic. We actively pursue affirmative action to employ disabled persons, disabled veterans, and other covered veterans.
Application & Interview Process
To apply, submit your resume and cover letter through our career portal. All virtual interviews will be conducted via video, reflecting our camera‑on culture. Depending on the role, occasional travel to a brighthush office may be required. Successful candidates will undergo a background check consistent with brighthush’s employment policies, which may include SSN validation, education and employment verification, criminal checks, global sanctions screening, credit checks, and drug testing.
Ready to Join brighthush?
If you are a results‑driven leader with a passion for Medicare and a desire to make a tangible difference in retirees’ lives, we want to hear from you. Bring your expertise, your curiosity, and your commitment to excellence to a company that values purpose, people, and progress.