Senior Customer Service Representative II – Remote Healthcare Support Specialist & First Call Resolution Champion – Driving Member Advocacy, Provider Success, and Health Outcomes at brighthush

Welcome to brighthush – Where Compassion Meets Innovation

At brighthush, we’re more than a healthcare support organization; we’re a movement that redefines how people experience health and wellness. By blending state‑of‑the‑art technology with a people‑first philosophy, we empower millions of members, providers, and partners worldwide to navigate the complex health ecosystem with confidence, clarity, and compassion. Our relentless focus on continuous learning, innovation, and collaboration has earned us recognition as one of the most admired workplaces in the industry.

Our Mission & Vision

Mission: To deliver seamless, empathetic, and data‑driven support that transforms the way individuals and providers interact with the healthcare system.

Vision: A world where every member feels heard, every provider feels supported, and every interaction leads to better health outcomes.

Why Your Career Deserves brighthush

As a Senior Customer Service Representative II, you will become the frontline champion who ensures every member and provider interaction ends with a solution. You’ll work from the comfort of your home, enjoy a flexible schedule, and receive comprehensive training that turns you into a subject‑matter expert in just 12 weeks. In return, brighthush offers:

• Competitive salary that aligns with the midpoint of the national range for your role
• Full‑time, 40‑hour work week with a consistent Monday‑through‑Friday schedule
• Paid virtual training and a one‑time pre‑tax $500 home‑office stipend
• Health, vision, and dental coverage from day one
• Employer‑matched 401(k) and a vested pension plan after three years
• Generous paid time off, floating holidays, and a flexible PTO policy
• Tuition assistance for undergraduate and graduate courses
• Employee recognition through the RISE program and annual awards
• Access to wellness resources, mental health support, and a virtual fitness center

Key Responsibilities – Your Impact in Action

As a CSR II, you’ll be the trusted advisor for both members and providers across multiple states. Your day‑to‑day tasks will include:

• Handling inbound and outbound calls, emails, and chat inquiries with a focus on first‑call resolution
• Conducting thorough research to provide accurate claims status and policy information
• Escalating complex issues to the appropriate department while ensuring timely follow‑up
• Documenting all interactions in the CRM with precision and compliance to PPI and HIPAA standards
• Managing pended items and routing paperwork to the correct teams for completion
• Maintaining high performance metrics, including call quality, resolution time, and customer satisfaction scores
• Participating in continuous improvement initiatives and training sessions to refine processes
• Adhering to all company policies, security protocols, and regulatory requirements

Beyond the Basics – What Makes a Great CSR II?

We’re looking for candidates who bring a blend of experience, empathy, and technical aptitude:

• High school diploma or GED (required)
• Minimum of two years of customer service experience in a high‑volume environment
• Proficiency with Microsoft Office Suite and the ability to navigate multiple screens simultaneously
• Strong conflict‑resolution skills and the ability to de‑escalate tense situations with empathy
• Excellent written and verbal communication skills, adaptable to diverse audiences
• Comfortable working with sensitive personal data and adherence to PPI/HIPAA guidelines
• Ability to work flexible shifts, including evenings and weekends, to meet quality metrics
• Experience in healthcare, insurance, benefits, or claims processing is highly desirable

Preferred Qualifications – Stand Out in the Crowd

These additional skills will set you apart:

• College coursework or three years of related work experience in customer service
• Experience with AI‑powered virtual agents (e.g., ALICE) and call‑center analytics tools
• Knowledge of provider ecosystems, including clinics, hospitals, and vendor relationships
• Familiarity with regulatory compliance, such as HIPAA and state insurance regulations
• Previous exposure to high‑volume metrics and audit processes in a call‑center setting

Skills & Competencies – The DNA of Success at brighthush

Success at brighthush requires a blend of soft and hard skills:

• Customer‑centric mindset with a passion for problem‑solving
• Strong analytical and research abilities to uncover solutions quickly
• Adaptability to evolving processes, technologies, and customer needs
• Team collaboration, even when working remotely
• Time‑management and organizational skills to handle multiple priorities
• Resilience under pressure and a commitment to continuous improvement

Career Growth & Learning Opportunities – Your Path Forward

At brighthush, your career path is designed to evolve with your ambitions. As a CSR II, you’ll gain:

• Deep knowledge of healthcare operations, claims processing, and provider relations
• Hands‑on experience with AI tools like ALICE, enhancing your tech fluency
• Clear progression pathways to senior CSR roles, team leads, or cross‑functional positions in operations, quality, or analytics
• Access to internal mentorship programs and leadership development workshops
• Opportunities to contribute to process improvement projects that impact the entire organization
• Regular skill‑building sessions on emerging healthcare trends, data privacy, and customer experience best practices

Work Environment & Culture – Thrive in a Remote‑First World

brighthush fosters a culture of empowerment, inclusion, and innovation:

• Telecommuting flexibility with a structured schedule that respects work‑life balance
• Regular virtual team huddles, knowledge‑sharing sessions, and cross‑departmental collaborations
• A commitment to diversity, equity, and inclusion, reflected in our hiring practices and employee resource groups
• Recognition programs like RISE that celebrate achievements, milestones, and core values
• Open communication channels with leadership, ensuring your voice is heard
• Access to a vibrant virtual community where you can connect with peers, mentors, and industry experts

Compensation & Benefits – More Than Just a Salary

While the exact salary will depend on location and experience, the national range for this role is $38,500.00 to $57,800.00. In addition to base pay, you’ll receive:

• Health, vision, and dental coverage with low employee premiums
• Life and disability insurance
• Employer‑matched 401(k) and a pension plan that vests after three years
• Paid time off, floating holidays, and a flexible PTO policy
• Tuition assistance for undergraduate and graduate studies
• Wellness incentives, mental health resources, and virtual fitness programs
• Employee recognition rewards, including RISE points and anniversary celebrations
• Optional commuter perks for hybrid employees (parking, café subsidies, etc.)

Physical & Practical Requirements – What You’ll Need

This role is primarily sedentary, requiring occasional light lifting (up to 10 lbs). You’ll need a reliable keyboard, headset, and a stable internet connection to perform your duties effectively.

How to Apply – Take the First Step

Ready to make a meaningful impact in healthcare? Click the link below to submit your application and join the brighthush family.

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Equal Opportunity Employer – Our Commitment to Diversity

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, gender identity, sexual orientation, age, disability, veteran status, or any other protected characteristic.