Senior Customer Service Team Lead – Healthcare & Digital Health Solutions – Remote, Full‑Time – Shape the Future of Member Experience at brighthush

About brighthush

brighthush is a trailblazer in the evolving landscape of health insurance and digital care. By weaving together ACA‑compliant alternative health plans, supplemental GAP coverage, and next‑generation digital health tools, we empower individuals, employers, and providers to navigate the complexities of healthcare with confidence. Our mission is simple yet ambitious: deliver high‑quality, affordable care while driving operational excellence and cost efficiency for every stakeholder.

Why This Role Matters

As the Senior Customer Service Team Lead, you will be the linchpin that transforms a brand‑new customer service function into a world‑class experience. Your leadership will shape the culture of a fully remote team, ensuring every interaction reflects brighthush’s core values of empathy, compliance, and continuous improvement. This role is not just about managing calls; it’s about building a service model that sets industry standards.

Key Responsibilities

• Launch & Implementation: Partner with the Customer Service Manager to design call flows, SOPs, knowledge bases, and workflow automation that align with brighthush’s vision.
• Team Leadership: Serve as the first point of contact for all Customer Service Representatives (CSRs). Provide real‑time guidance, coaching, and conflict resolution during daily operations.
• Escalation Management: Handle complex member and provider inquiries—eligibility, benefits, claims, authorizations, and network questions—ensuring swift, accurate resolution.
• Performance & Quality: Monitor key metrics (AHT, ASA, abandonment rate, QA scores, FCR, CSAT). Conduct call reviews, deliver constructive feedback, and recommend training to improve outcomes.
• Process Improvement: Analyze trend data, identify bottlenecks, and collaborate with cross‑functional teams to refine workflows and reduce escalations.
• System & Testing: Lead system testing, workflow validation, and readiness checks ahead of go‑live milestones.
• Compliance & Security: Ensure all interactions adhere to HIPAA, brighthush’s privacy policies, and security protocols. Conduct regular compliance audits and training refreshers.
• Project Leadership: Own and coordinate remote projects, from onboarding new tools to rolling out new service initiatives, ensuring alignment with business goals.
• Continuous Learning: Stay current on industry trends, regulatory changes, and emerging technologies to keep brighthush’s service model ahead of the curve.

Essential Qualifications

• Minimum 5+ years of healthcare customer service experience, with a deep understanding of insurance operations, claims processing, and member/provider interactions.
• At least 2+ years in a leadership role (Team Lead, Senior Representative, Trainer, or similar), demonstrating proven coaching and mentorship skills.
• Strong knowledge of eligibility, benefits, claims lifecycle, EOBs, prior authorizations, provider networks, and HIPAA compliance.
• Experience with CRM/contact center platforms such as Zendesk, NICE CXone, or equivalent.
• Demonstrated ability to create, maintain, and improve SOPs, job aids, and knowledge resources.
• Excellent communication, problem‑solving, and multi‑tasking abilities in a remote setting.
• Proficiency in remote collaboration tools (Zoom, Teams, Slack, etc.) and a secure, HIPAA‑compliant home office setup.

Preferred Qualifications

• Background in self‑funded employer health plans or TPA operations.
• Experience leading a new department launch, system implementation, or process improvement initiative.
• Familiarity with self‑funded employer health plans and related regulatory frameworks.
• Prior exposure to advanced digital health technologies and their impact on member experience.
• Experience managing cross‑functional projects in a distributed team environment.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain high‑performing remote talent.
• Analytical Thinking: Translate data into actionable insights that drive service excellence.
• Customer‑Centric Mindset: Deep empathy for members and providers, ensuring every interaction adds value.
• Adaptability: Thrive in a rapidly evolving environment, pivoting priorities as needed.
• Technical Proficiency: Comfortable navigating multiple software platforms and troubleshooting technical issues.
• Compliance Focus: Unwavering commitment to HIPAA, privacy, and security standards.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As the Customer Service Team Lead, you will:

• Lead high‑impact projects that shape the future of our customer experience.
• Participate in executive‑level strategy sessions, gaining visibility across the organization.
• Access a curated learning library covering healthcare policy, technology, and leadership best practices.
• Earn certifications in customer service excellence, project management, or healthcare compliance.
• Progress into senior management roles such as Director of Customer Experience or VP of Operations.

Work Environment & Company Culture

brighthush is a fully remote, inclusive, and collaborative workplace. Our culture is built on:

• Transparency: Open communication channels and regular town‑hall meetings.
• Innovation: Encouragement to experiment, iterate, and bring fresh ideas to the table.
• Well‑being: Flexible schedules, mental health resources, and a focus on work‑life balance.
• Diversity & Inclusion: A commitment to creating a welcoming environment for all backgrounds.
• Recognition: Regular shout‑outs, peer awards, and milestone celebrations.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive package that includes:

• Base salary commensurate with industry standards and your expertise.
• Performance‑based bonuses tied to team metrics and company goals.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Unlimited paid time off and flexible working hours.
• Professional development stipend and tuition reimbursement.
• Well‑being benefits such as gym memberships, mental health counseling, and wellness programs.
• Home office stipend to ensure a secure, HIPAA‑compliant workspace.

How to Apply

Ready to lead the next generation of customer service excellence at brighthush? Click the link below to submit your application and join a team that’s reshaping the future of healthcare.

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Closing Statement

As a Senior Customer Service Team Lead, you will be the catalyst that transforms brighthush’s vision into everyday reality for our members and providers. Your leadership will not only elevate service standards but also drive innovation, compliance, and growth across the organization. If you are passionate about healthcare, thrive in a dynamic remote environment, and are ready to make a tangible impact, we invite you to apply today and help us build a brighter, healthier future for all.