Senior Customer Service Representative – Remote Healthcare Support Specialist – 45‑65 Calls Daily, Full‑Time, CST/MST

About brighthush – Transforming Health Through Compassionate Service

At brighthush, we are a global leader dedicated to improving health outcomes for millions of people every day. By harnessing cutting‑edge technology, data analytics, and a deep commitment to patient‑centered care, we connect individuals with the pharmacy benefits, medical resources, and support they need to live their healthiest lives. Our culture is built on inclusion, continuous learning, and a shared purpose: to make the health system work better for everyone.

Joining brighthush means becoming part of a vibrant community of talented peers who are passionate about making a real difference. Whether you are helping a member understand their benefits, guiding a provider through a claim process, or mentoring new teammates, every interaction matters. We offer a collaborative environment where your voice is heard, your growth is nurtured, and your contributions are celebrated.

Position Overview – Senior Customer Service Representative (Remote)

We are seeking an experienced, empathetic, and results‑driven Senior Customer Service Representative to join our remote team. In this role, you will handle a high volume of inbound calls—typically 45 to 65 per day—delivering exceptional service to members, providers, and internal partners. You will also act as a subject‑matter expert, supporting teammates and championing best practices across the organization.

This full‑time position (40 hours/week) offers flexible scheduling within our standard business hours of 7:00 am – 8:00 pm Central or Mountain Time. While the majority of shifts are eight hours, occasional overtime may be required to meet business needs.

Key Responsibilities

Member & Provider Interaction

• Answer inbound calls from members, providers, and other stakeholders, accurately identifying the nature of each inquiry (benefits eligibility, billing, authorizations, explanation of benefits, etc.).
• Navigate multiple computer systems and platforms to retrieve, verify, and update claim information, pricing, prior authorizations, and benefit details.
• Ask probing, open‑ended questions and practice active listening to uncover underlying concerns, ensuring each caller feels heard and supported.
• Communicate complex healthcare information in clear, simple language, tailoring explanations to the caller’s level of understanding.
• Document all interactions meticulously in the appropriate systems, maintaining data integrity and compliance with privacy regulations.

Team Leadership & Knowledge Sharing

• Serve as a go‑to resource for junior representatives, providing guidance on challenging calls, system navigation, and policy interpretation.
• Lead informal coaching sessions, share best practices, and contribute to the development of training materials.
• Identify recurring issues or trends and collaborate with cross‑functional teams to propose process improvements.

Performance & Quality Assurance

• Consistently meet or exceed performance metrics related to efficiency, accuracy, quality, and attendance.
• Participate in regular quality monitoring, feedback loops, and performance reviews.
• Maintain a high level of professionalism, empathy, and integrity in every interaction.

Essential Qualifications

• Education: High School Diploma, GED, or equivalent experience.
• Age Requirement: Must be 18 years of age or older.
• Remote Work Experience: Minimum 1 year of proven work‑from‑home experience, preferably in a call‑center environment.
• Technical Proficiency: Comfortable using Windows PC applications and capable of quickly mastering new, complex software platforms.
• Availability: Ability to work any full‑time 8‑hour shift within the 7:00 am – 8:00 pm CST/MST window, Monday through Friday, with occasional overtime as needed.

Preferred Qualifications & Desirable Experience

• Previous experience in the healthcare industry, particularly with claim processing, eligibility verification, or pharmacy benefits.
• Familiarity with medical terminology, billing codes, and prior‑authorization workflows.
• Demonstrated ability to handle high‑volume call environments while maintaining quality and compliance.
• Experience coaching or mentoring peers in a remote setting.

Telecommuting Requirements

• Residency within the Central or Mountain Time Zones.
• Dedicated, private workspace separate from household traffic, ensuring confidentiality of member and provider information.
• Reliable high‑speed internet connection that meets brighthush’s approved standards.
• Compliance with brighthush’s Telecommuter Policy, including secure handling of all sensitive documents.

Compensation, Benefits & Perks

Salary Range: $18 – $32 per hour, commensurate with experience, education, certifications, and local market conditions. All compensation complies with applicable minimum wage laws.

Comprehensive Benefits Package (eligible employees)

• Medical, dental, and vision coverage with multiple plan options.
• Prescription drug benefits and health‑savings accounts.
• Retirement savings plan with company matching contributions (401k).
• Equity stock purchase program allowing employees to invest in brighthush’s future.
• Paid time off, holidays, and flexible leave policies.
• Wellness programs, employee assistance resources, and mental‑health support.
• Performance‑based incentive and recognition programs that celebrate top achievers.

In addition to the above, you will receive a structured 12‑week training curriculum (4 weeks paid classroom‑style training followed by 8 weeks on‑the‑job immersion) to ensure you have the knowledge and confidence to excel.

Career Growth & Development Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a Senior Customer Service Representative, you will have clear pathways to advance into roles such as:

• Team Lead or Supervisor – overseeing a group of representatives and driving performance metrics.
• Quality Assurance Analyst – focusing on call quality, compliance, and continuous improvement.
• Specialist Positions – such as Claims Analyst, Benefits Advisor, or Provider Relations Coordinator.
• Training & Development Coach – designing and delivering learning programs for new hires.

We invest heavily in professional development through tuition reimbursement, certification sponsorships (e.g., Certified Customer Service Professional, Healthcare Claims Certification), and access to an extensive library of online courses.

Work Environment & Culture at brighthush

Inclusion & Belonging: Our workforce reflects the diverse communities we serve. We champion an environment where every voice is valued, regardless of race, gender, sexual orientation, age, or background.

Collaboration: Even though you’ll be working remotely, you’ll be part of a tightly knit virtual community. Regular team huddles, virtual coffee chats, and cross‑functional projects keep connections strong.

Innovation: We encourage creative problem‑solving. If you see a way to improve a process or enhance the member experience, you have the platform and support to make it happen.

Well‑Being: From ergonomic home‑office stipends to mental‑health days and wellness challenges, we prioritize your holistic health.

How to Apply

If you are passionate about delivering compassionate, high‑quality service and thrive in a fast‑paced, technology‑driven environment, we want to hear from you. Click the link below to submit your application and begin your journey with brighthush today.

Apply To This Job

Closing Statement

At brighthush, every conversation is an opportunity to make a lasting impact on a person’s health and well‑being. Join us, and you’ll be part of a mission‑driven organization where your expertise, empathy, and dedication are recognized, rewarded, and celebrated. Take the next step in your career—apply now and help us shape a healthier future for all.