Senior Customer Service Specialist – Self‑Determination & Long‑Term Care Support (Hybrid/Remote) – Championing Independent Living at brighthush

About brighthush

brighthush is a family‑founded, nationally recognized Financial Management Services (FMS) provider that has been at the forefront of empowering individuals to live life on their own terms. With a growing footprint across the United States, we specialize in delivering person‑centered financial and administrative solutions that support self‑directed care programs. Whether a client is managing care from the comfort of their home or in a community‑based setting, brighthush provides the reliable tools and compassionate support that enable independence, dignity, and quality of life.

Our mission is simple yet powerful: to give people the freedom to choose their care path while ensuring that the financial and administrative side of that journey is seamless, transparent, and compliant. We do this through a blend of cutting‑edge technology, rigorous compliance standards, and a culture that values innovation, service excellence, and community impact.

Why brighthush is a Great Place to Grow

At brighthush, we believe that every employee is a vital part of our mission. We invest in your professional development, celebrate your successes, and create an environment where you can thrive both personally and professionally. Here’s what you can expect:

• Hybrid Work Flexibility – After an initial 90‑day onboarding period, you’ll enjoy a hybrid model (2 days in the office, 3 days from home). After one year, the option for full remote work becomes available.
• Competitive Compensation & Comprehensive Benefits – We offer a salary that reflects your experience and the market, along with health, dental, vision, and retirement plans.
• Continuous Learning – Internal training, mentorship programs, and access to industry conferences keep you at the cutting edge of customer service and financial administration.
• Inclusive Culture – Diversity is not just a buzzword at brighthush; it’s a core value. Every team member’s voice is heard and valued.
• Impactful Work – Your daily tasks directly influence the lives of individuals who rely on our services for their independence and well‑being.

Role Overview

As a Senior Customer Service Specialist – Self‑Determination & Long‑Term Care Support, you will be the frontline advocate for individuals who self‑direct their care. Your role blends customer service excellence with meticulous administrative oversight, ensuring that every client interaction is both compassionate and compliant. You will manage critical documentation, coordinate with internal stakeholders, and uphold the highest audit readiness standards—all while fostering a seamless experience for our clients and partners.

Key Responsibilities

• Serve as the primary point of contact for inbound and outbound calls, providing timely, accurate, and empathetic support to clients and internal partners.
• Maintain real‑time, accurate records in our call‑log database, ensuring data integrity and accessibility for audit purposes.
• Prepare, send, and track documents via DocuSign or secure email, guiding clients through the return process and ensuring timely completion.
• Manage DocuSign accounts, troubleshoot technical issues, and collaborate with operations staff to resolve challenges swiftly.
• Ensure all activities meet compliance standards for audit readiness, including documentation, data handling, and process adherence.
• Review and process timesheets, ensuring accurate time tracking, payroll compliance, and timely submission.
• Complete payroll checklists for assigned agencies with precision, supporting accurate and timely compensation.
• Collaborate with team leaders to develop and implement strategies that reduce errors, improve process flow, and enhance client satisfaction.
• Work closely with teammates to resolve rejected timesheet issues, providing timely resolutions and clear communication to affected parties.
• Participate in continuous improvement initiatives, providing feedback on system enhancements, workflow changes, and customer experience improvements.

Essential Qualifications

• Minimum of 2 years of experience in customer service, administrative support, or financial administration within a regulated environment.
• High School Diploma or GED required; Associate’s degree or higher preferred.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and internet research.
• Strong verbal and written communication skills, with the ability to convey complex information clearly and empathetically.
• Demonstrated ability to manage multiple tasks, prioritize effectively, and meet deadlines in a fast‑paced environment.
• Experience with electronic signature platforms (DocuSign or similar) and payroll processing tools is highly desirable.

Preferred Qualifications

• Experience in long‑term care, financial services, or a related field.
• Familiarity with regulatory compliance and audit processes.
• Previous exposure to payroll processing or timesheet management.
• Experience working in a hybrid or remote work setting.
• Knowledge of self‑determination care models and the unique challenges faced by clients who self‑direct their care.

Skills & Competencies

• Administrative Excellence – Meticulous record‑keeping, data entry, and attention to detail.
• Customer‑Centric Mindset – Delivering empathetic, solution‑focused support that builds trust.
• Financial Administration – Understanding of payroll, timesheets, and compliance requirements.
• Problem‑Solving – Analytical thinking to troubleshoot and resolve issues quickly.
• Team Collaboration – Working effectively with cross‑functional teams to achieve shared goals.
• Time Management – Balancing multiple priorities while maintaining high quality.
• Adaptability – Thriving in both office and remote settings, adjusting to evolving processes.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. As a Senior Customer Service Specialist, you will:

• Gain exposure to the full spectrum of self‑determination services, from client onboarding to financial administration.
• Participate in ongoing training modules covering compliance, technology tools, and industry best practices.
• Earn certifications in financial management or customer service excellence through our partnership with leading educational platforms.
• Advance into supervisory roles, such as Team Lead or Operations Manager, by demonstrating leadership, process improvement, and stakeholder engagement.
• Contribute to strategic initiatives that shape the future of self‑directed care services across the nation.
• Attend industry conferences and workshops to stay ahead of regulatory changes and emerging trends.

Work Environment & Culture at brighthush

Our culture is defined by:

• Inclusivity – We celebrate diversity and foster an environment where every voice is heard.
• Collaboration – Cross‑functional teams work together to deliver seamless client experiences.
• Innovation – We continuously refine processes, adopt new technologies, and champion creative solutions.
• Work‑Life Balance – Our hybrid model and flexible scheduling support personal and professional commitments.
• Community Impact – Every team member contributes to a mission that improves the lives of individuals across the country.

Compensation & Benefits

While specific figures are tailored to experience and location, brighthush offers:

• Competitive base salary aligned with industry standards.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and sick leave.
• Employee assistance programs and wellness resources.
• Professional development stipend and tuition reimbursement.
• Employee recognition programs and team‑building events.
• Flexible work arrangements and a supportive remote work infrastructure.

How to Apply

Ready to make a difference? Submit your resume and a brief cover letter outlining why you’re the ideal candidate for the Senior Customer Service Specialist role at brighthush. Click the link below to start your application:

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Join brighthush Today

At brighthush, we’re dedicated to helping people live a life of their choosing—regardless of age or ability. If you’re passionate about customer service, thrive in a dynamic environment, and want to contribute to a mission that matters, we want to hear from you. Apply now and become part of a team that values growth, innovation, and the impact we create together.