Senior Eligibility & Customer Support Specialist – Remote, Full‑Time Champion of Public Assistance, Community Empowerment, and Impactful Service Delivery at brighthush

About brighthush

brighthush is a pioneering force in the public assistance and health services arena, redefining how families and individuals access essential support. With a decade of proven impact, we have become the trusted partner for nutrition assistance, healthcare coverage, and a wide array of community resources across the nation. Our mission is simple yet powerful: to deliver compassionate, evidence‑based services that empower communities to thrive. By marrying cutting‑edge technology with a human‑centered approach, we guarantee that every client receives timely, accurate, and respectful assistance.

Why This Role Matters

Every day, thousands of families rely on the programs you help administer. As a Senior Eligibility & Customer Support Specialist, you become the first line of advocacy for those navigating complex eligibility processes. Your work ensures that no one is left behind, that benefits reach those who need them most, and that the integrity of public assistance programs is upheld. In a world where access to essential services can mean the difference between stability and hardship, your role is both critical and deeply rewarding.

What You’ll Do

In this dynamic, remote position, you’ll be the linchpin that connects clients to the services they need. Your day‑to‑day will involve a blend of client interaction, data stewardship, and cross‑functional collaboration. Below is a detailed look at the core responsibilities that will define your impact.

Key Responsibilities

• Client Intake & Comprehensive Assessment: Conduct thorough evaluations of client needs, gather essential documentation, and determine eligibility for a range of public assistance programs.
• Policy Interpretation & Application: Stay current with evolving policies, regulations, and program guidelines; apply this knowledge to accurately assess eligibility and provide clear, consistent guidance to clients.
• Referral & Case Coordination: Identify appropriate services and resources, coordinate referrals to partner agencies, and follow up to ensure successful outcomes for clients.
• Data Management & Integrity: Maintain meticulous records in our case management system, ensuring data integrity, confidentiality, and compliance with all regulatory requirements.
• Quality Assurance & Continuous Improvement: Participate in regular audits, quality reviews, and process improvement initiatives to uphold the highest standards of service delivery.
• Team Collaboration & Knowledge Sharing: Work closely with program managers, social workers, and community partners to share insights, resolve challenges, and enhance client experiences.
• Professional Development: Engage in ongoing training and professional development to deepen your knowledge of public assistance programs and best practices in customer support.
• Technology Utilization: Leverage case management software, data analytics dashboards, and virtual communication tools to streamline workflows and improve client outcomes.
• Client Advocacy & Rights Education: Act as a trusted advisor, ensuring clients understand their rights, benefits, and the steps required to secure assistance.
• Compliance Monitoring & Reporting: Monitor and report on compliance metrics, ensuring adherence to federal and state regulations.
• Community Outreach & Education: Participate in outreach events and educational sessions to raise awareness of available programs and resources.
• Emergency Response & Crisis Management: Provide timely support during emergencies, ensuring clients receive the assistance they need during critical moments.
• Process Innovation: Identify opportunities for automation and workflow optimization, collaborating with IT and analytics teams to implement solutions.
• Client Feedback Loop: Collect and analyze client feedback to inform service enhancements and policy adjustments.

Essential Qualifications

• High school diploma or equivalent.
• One of the following:
  • Eligibility Worker Certificate (preferred).
  • 90 semester hours of a bachelor’s degree.
  • Three (3) years of relevant work experience in a customer service or eligibility assessment role.
• Valid FBI background check and fingerprinting clearance.
• Proficiency in computer applications, including case management software, Microsoft Office Suite, and data entry.
• Strong written and verbal communication skills in English.
• Ability to work independently in a remote setting while maintaining high levels of organization and accountability.
• Legal authorization to work in the United States.

Preferred Qualifications

• Experience working within public assistance or health services programs.
• Knowledge of Medicaid, SNAP, or other federal and state benefit programs.
• Multilingual abilities (e.g., Spanish, French) to serve a diverse client base.
• Prior experience with remote work technologies and virtual collaboration tools.
• Certification in customer service excellence or related fields.
• Experience in data analysis or reporting to support program evaluation.

Skills & Competencies

• Analytical Thinking: Ability to interpret complex policy documents and translate them into actionable client guidance.
• Empathy & Cultural Sensitivity: Demonstrated capacity to connect with clients from varied backgrounds with respect and compassion.
• Attention to Detail: Precision in data entry, documentation, and compliance adherence.
• Time Management: Efficiently handle multiple client cases while meeting deadlines and quality standards.
• Problem‑Solving: Creative and proactive approach to resolving client challenges and system issues.
• Team Collaboration: Strong interpersonal skills to collaborate with cross‑functional teams and external partners.
• Adaptability: Flexibility to adjust to changing policies, client needs, and organizational priorities.
• Digital Literacy: Proficiency with virtual communication platforms, data analytics tools, and remote collaboration suites.
• Conflict Resolution: Ability to de‑escalate tense situations and find mutually beneficial solutions.
• Leadership Potential: Willingness to mentor new hires and lead process improvement initiatives.

Career Growth & Learning Opportunities

At brighthush, professional development is a shared journey. As a Senior Eligibility & Customer Support Specialist, you will have access to:

• Structured onboarding and mentorship programs designed to accelerate your integration into our team.
• Regular training sessions on new policies, technology upgrades, and best practices in customer support.
• Opportunities to pursue advanced certifications in eligibility assessment, social work, or public administration.
• A clear career ladder that includes roles such as Senior Eligibility Analyst, Program Coordinator, and Managerial positions within the Customer Support Center.
• Cross‑departmental projects that allow you to broaden your skill set and contribute to strategic initiatives.
• Annual leadership development workshops and access to industry conferences.
• Access to a dedicated learning portal with courses on policy updates, data analytics, and client engagement strategies.

Work Environment & Company Culture

Our Customer Support Center operates remotely, offering flexibility to work from the comfort of your home while staying connected to a vibrant, collaborative team. We value:

• Work‑life balance, with flexible scheduling options to accommodate personal commitments.
• Inclusive and respectful workplace culture that celebrates diversity and encourages open dialogue.
• Regular virtual team building events, knowledge sharing sessions, and wellness initiatives.
• A commitment to ethical practices, transparency, and accountability in all aspects of service delivery.
• Employee resource groups that support professional growth and community building.
• Access to mental health resources, counseling services, and wellness programs.
• Recognition programs that celebrate individual and team achievements.

Compensation & Benefits

While specific salary ranges may vary based on experience and qualifications, brighthush offers a competitive compensation package that includes:

• Competitive base salary aligned with industry standards for entry‑level eligibility roles.
• Generous paid time off (PTO) policy, including vacation, sick leave, and personal days.
• Retirement savings plan with employer matching contributions.
• Health, dental, and vision insurance options.
• Professional development stipend to support continuing education and certifications.
• Technology stipend to ensure you have the necessary equipment for remote work.
• Employee assistance programs and wellness resources.
• Annual performance bonuses and recognition programs.
• Flexible work arrangements and a supportive remote work infrastructure.

Why Join brighthush?

Choosing a career at brighthush means becoming part of a mission‑driven organization that values your contributions and invests in your growth. You will:

• Make a direct, positive impact on the lives of families and individuals seeking assistance.
• Work within a supportive, collaborative environment that prioritizes employee well‑being.
• Benefit from continuous learning opportunities and a clear path for advancement.
• Enjoy the flexibility of remote work combined with the stability of a public sector employer.
• Be part of a culture that celebrates diversity, fosters innovation, and champions community empowerment.
• Receive recognition for your dedication to service excellence and client advocacy.

Ready to Apply?

If you are ready to bring your passion for service, analytical acumen, and dedication to excellence to brighthush, we encourage you to apply today. Join us in shaping a brighter future for the communities we serve.