Senior Customer Service Representative – Remote, National Health Care Support Specialist

About brighthush and the Health Care Revolution

At brighthush, we’re on a mission to transform the way people experience health care. By combining cutting‑edge technology with a deep commitment to patient‑first values, we empower millions to live healthier, happier lives. Whether you’re a seasoned professional or a passionate newcomer, you’ll find a culture that celebrates diversity, nurtures talent, and rewards impact. Join us as we build a future where health optimization is accessible to everyone, everywhere.

Why This Role Matters

As a Senior Customer Service Representative, you’ll be the frontline advocate for our providers and patients. Your voice will shape the quality of care, streamline access to essential services, and help bridge gaps between health plans, physicians, and patients. In a remote, national capacity, you’ll have the flexibility to work from anywhere in the U.S. while making a tangible difference in communities across the country.

Key Responsibilities

• Customer Advocacy: Serve as the primary point of contact for providers, answering inquiries about claims, authorizations, and IPA functionality with clarity and empathy.
• Issue Resolution: Identify root causes of service challenges, propose solutions, and collaborate with cross‑functional teams to eliminate recurring problems.
• Data Management: Log all customer interactions in the Customer Service Tracking database, ensuring accurate follow‑up and documentation.
• Workflow Optimization: Plan and prioritize daily tasks to meet or exceed quality and volume targets while maintaining a high standard of customer satisfaction.
• Training & Mentorship: Shadow new hires, provide on‑the‑job training, and share best practices to elevate team performance.
• Continuous Improvement: Participate in telephonic surveys, gather feedback, and recommend enhancements to policies and procedures.
• Collaboration: Act as a liaison between physicians, health plans, and IPA staff, fostering strong relationships and clear communication.
• Compliance & Confidentiality: Adhere to brighthush’s Telecommuter Policy and all data privacy regulations, safeguarding sensitive information at all times.
• Additional Duties: Perform any other tasks delegated by the Customer Service Supervisor to support departmental goals.

Essential Qualifications

• High School Diploma, GED, or equivalent work experience.
• Minimum 18 years of age.
• Proficiency with Windows PC applications and a demonstrated ability to learn new, complex systems quickly.
• Typing speed of 40–50 words per minute.
• Full‑time availability (Monday–Friday) with flexibility to work any 8‑hour shift between 7:30 am and 4:00 pm PST.
• Strong organizational skills and the ability to manage multiple priorities simultaneously.
• Excellent verbal communication, grammar, and diction.
• Ability to remain composed under pressure and handle sensitive conversations with professionalism.

Preferred Experience & Knowledge

• 2+ years of office experience in a medical scheduling or training environment.
• 1+ year of claims processing or claims customer service experience.
• 1+ year of authorization/referral processing experience.
• Familiarity with standard billing practices and provider/health plan contract interpretation.
• Experience working with remote teams and using collaboration tools such as Microsoft Teams, SharePoint, or similar platforms.

Soft Skills That Set You Apart

• Empathy and active listening to understand provider and patient needs.
• Strong interpersonal skills to build trust with peers, supervisors, and external partners.
• Adaptability and resilience in a fast‑moving health care environment.
• Proactive problem‑solving mindset and a commitment to continuous learning.

Telecommuting Essentials

• Secure, dedicated workspace free from distractions and with reliable high‑speed internet.
• Compliance with brighthush’s Telecommuter Policy, ensuring data privacy and confidentiality.
• Ability to maintain a professional appearance and environment during client interactions.

Career Growth & Learning Opportunities

At brighthush, we believe that every team member has the potential to grow. As a Senior Customer Service Representative, you’ll have access to:

• Structured onboarding and ongoing training programs covering advanced claims, authorization workflows, and provider relations.
• Mentorship from experienced leaders in customer experience and health care operations.
• Cross‑functional projects that expose you to billing, analytics, and technology teams.
• Clear career pathways to roles such as Customer Experience Manager, Claims Analyst, or Health Plan Liaison.
• Professional development resources, including certifications in health care administration and customer service excellence.

Work Environment & Culture

brighthush is built on the principles of inclusion, collaboration, and innovation. Our remote workforce enjoys:

• Flexible scheduling that respects work‑life balance.
• Regular virtual town halls, team‑building events, and peer recognition programs.
• A culture that values transparency, continuous feedback, and open communication.
• Commitment to sustainability and social responsibility, ensuring our operations positively impact communities and the environment.

Compensation, Perks, and Benefits

While the exact hourly rate for this role ranges from $18 to $32, it is determined by local labor markets, experience, and qualifications. In addition to competitive pay, brighthush offers:

• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Equity stock purchase program for eligible employees.
• Paid time off, holidays, and flexible sick leave.
• Employee assistance programs, wellness initiatives, and mental health resources.
• Incentive and recognition programs that celebrate outstanding performance.

How to Apply

Ready to make a difference from the comfort of your own home? Click the link below to submit your application and join the brighthush family. We review applications on a rolling basis and encourage you to apply early to secure your spot.

Apply to this role

Our Commitment to Diversity and Inclusion

brighthush is an Equal Opportunity Employer. We celebrate diversity in all its forms and are dedicated to creating an inclusive environment for employees of every race, gender, sexual orientation, age, location, and income level. We actively work to eliminate barriers to health care and promote equitable outcomes for all communities.

Final Thoughts

If you’re passionate about delivering exceptional customer service, thrive in a dynamic health care setting, and want to work remotely with a forward‑thinking organization, this is the role for you. Bring your expertise, empathy, and drive to brighthush, and together we’ll shape the future of health care—one conversation at a time.