Senior Healthcare Customer Experience Specialist – Connecticut Resident – Hybrid/Remote – Champion Member Success & Support Leadership at brighthush

Welcome to brighthush – Where Compassion Meets Innovation

In today’s fast‑moving healthcare landscape, the right support can transform a member’s experience from confusion to confidence. At brighthush, we are more than a benefits‑technology provider; we are a global community of innovators, caregivers, and problem‑solvers dedicated to simplifying the way people access and understand their health benefits. With more than 13 vibrant centers worldwide, our mission is clear: empower every individual to navigate their healthcare journey with clarity, empathy, and ease.

Why brighthush? Why This Role?

Our members rely on us to turn complex insurance language into understandable guidance, to resolve urgent claims questions, and to provide a human touch in an increasingly digital world. As a Senior Healthcare Customer Experience Specialist, you will be the frontline advocate for our members, ensuring they feel heard, supported, and empowered. This role sits at the intersection of technology, healthcare, and human connection. You’ll work in a hybrid environment that blends the flexibility of remote work with the collaborative energy of our Connecticut office, giving you the best of both worlds.

Role Overview

In this pivotal position, you will lead the charge in delivering exceptional member support, driving process improvements, and mentoring the next generation of support professionals. Your expertise will help shape the future of member experience at brighthush, ensuring that every interaction reflects our core values of empathy, innovation, and excellence. You will act as a trusted advisor to members, a strategic partner to internal teams, and a champion of continuous improvement across the entire support ecosystem.

Key Responsibilities

• Member Engagement: Serve as the primary point of contact for members seeking assistance with benefits, claims, and plan navigation. Build rapport, ask probing questions, and tailor solutions to each individual’s unique situation.
• Problem Resolution: Diagnose and resolve complex member inquiries, escalating issues when necessary while maintaining a high first‑contact resolution rate. Document resolutions in the knowledge base to help teammates handle similar cases.
• Data Accuracy & Compliance: Input and verify member data in our secure systems, ensuring compliance with HIPAA, GDPR (where applicable), and internal data‑governance standards. Conduct regular audits to maintain data integrity.
• Process Improvement: Identify recurring pain points, analyze root causes, and collaborate with cross‑functional teams (Product, IT, Compliance, Training) to streamline workflows, reduce friction, and enhance the overall member experience.
• Training & Mentorship: Onboard new hires, deliver ongoing coaching, and share best practices. Lead weekly “huddle” sessions to discuss challenging cases, celebrate wins, and reinforce a culture of continuous learning.
• Analytics & Reporting: Generate regular reports on call volume, resolution times, member satisfaction (CSAT/NPS), and quality metrics. Translate data insights into actionable recommendations for leadership.
• Compliance & Quality Assurance: Adhere to all regulatory requirements and internal quality standards, participating in audits, quality reviews, and mock compliance drills.
• Technology Utilization: Leverage our proprietary platform, CRM tools, and third‑party integrations (e.g., Salesforce, Zendesk, telehealth portals) to deliver efficient, personalized support.
• Strategic Initiative Leadership: Lead special projects such as the rollout of new benefit plans, implementation of AI‑driven chatbots, or the development of multilingual support scripts.

Essential Qualifications

• Minimum of 3–5 years of experience in a healthcare customer service or member support role, preferably within a benefits‑technology or health‑insurer environment.
• Strong knowledge of health insurance terminology, benefits administration, claims processing, and member eligibility rules.
• Proficiency with CRM systems (e.g., Salesforce, Zendesk, ServiceNow) and the Microsoft Office Suite, including advanced Excel for data analysis.
• Excellent verbal and written communication skills, with the ability to explain complex concepts in simple, empathetic language.
• Demonstrated ability to handle high‑volume, high‑stress environments while maintaining composure, professionalism, and a positive attitude.
• Commitment to confidentiality and data security, with a solid understanding of HIPAA regulations and best practices for secure data handling.
• Valid Connecticut driver’s license and reliable transportation for occasional in‑office meetings, training sessions, or member‑site visits.
• Proven track record of meeting or exceeding key performance indicators (KPIs) such as average handle time, first‑contact resolution, and member satisfaction scores.

Preferred Qualifications

• Experience with telehealth platforms, digital health solutions, or virtual care coordination tools.
• Background in coaching, training, or curriculum development for customer‑service teams.
• Knowledge of behavioral health benefits, mental‑health resources, and related referral networks.
• Fluency in a second language (Spanish, French, Mandarin, or another widely spoken language) to support diverse member populations.
• Certification in Customer Experience Management (CEM), Certified Customer Service Professional (CCSP), or related fields.
• Familiarity with data‑visualization tools (Tableau, Power BI) for creating executive‑level dashboards.

Core Skills & Competencies

• Empathy & Active Listening: Ability to connect with members on an emotional level, understand their concerns, and respond with genuine compassion.
• Analytical Thinking: Strong problem‑solving skills, with a data‑driven approach to identifying root causes and recommending systemic improvements.
• Adaptability: Comfortable navigating evolving policies, emerging technologies, and shifting member expectations.
• Team Collaboration: Proven track record of working effectively with cross‑functional teams, including IT, compliance, product development, and marketing.
• Time Management: Efficiently prioritize tasks in a fast‑paced environment, meeting or exceeding performance metrics without sacrificing quality.
• Continuous Learning: Eagerness to stay current with industry trends, regulatory changes, and emerging technologies that impact member experience.
• Leadership Presence: Ability to influence peers, inspire confidence, and drive initiatives forward through clear communication and decisive action.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared journey. As a seasoned specialist, you’ll have access to a robust suite of growth resources designed to accelerate your career trajectory:

• Structured Mentorship Programs: Pairing you with senior leaders in member experience, product strategy, and operations for personalized guidance.
• Annual Learning Stipend: Up to $2,500 per year to fund courses, certifications, conferences, or industry events related to healthcare, customer experience, or technology.
• Internal Mobility Pathways: Clear promotion tracks to roles such as Member Experience Manager, Product Analyst, Customer Success Lead, or even Director of Member Services.
• Leadership Development Workshops: Interactive sessions focused on communication, conflict resolution, strategic thinking, and change management.
• Cross‑Functional Project Involvement: Opportunities to contribute to product roadmap discussions, AI‑chatbot design, and new benefit‑plan launches.
• Professional Community Access: Membership in industry groups, webinars, and roundtables that keep you connected to the broader healthcare ecosystem.

Work Environment & Culture at brighthush

We’re more than a workplace; we’re a community that values:

• Inclusivity: A diverse workforce where every voice is heard, respected, and celebrated. Employee resource groups (ERGs) support LGBTQ+, veterans, parents, and multicultural communities.
• Innovation: A culture that encourages experimentation, embraces failure as a learning step, and rewards creative solutions that improve member outcomes.
• Work‑Life Balance: Flexible scheduling, generous paid time off, and remote‑work options that support personal commitments, family responsibilities, and self‑care.
• Wellness: Comprehensive health, dental, and vision plans, mental‑health counseling, on‑site fitness classes, meditation rooms, and a wellness stipend for gym memberships or wellness apps.
• Recognition: Regular shout‑outs, peer‑to‑peer awards, quarterly town halls, and an annual “Impact Awards” ceremony that honors outstanding contributions.
• Community Impact: Volunteer days, charitable giving programs, and partnerships with local health clinics that allow employees to give back to the communities we serve.

Compensation, Perks, and Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive total‑rewards package that includes:

• Base salary commensurate with market rates for senior healthcare support roles, reviewed annually.
• Performance‑based bonuses tied to member satisfaction, operational efficiency, and achievement of strategic goals.
• Health, dental, and vision insurance with generous employer contributions and multiple plan options.
• 401(k) plan with company match up to 5% of salary.
• Unlimited paid time off (PTO) and flexible work arrangements, including hybrid and fully remote schedules.
• Employee assistance program (EAP) and confidential mental‑health counseling services.
• On‑site wellness amenities such as yoga classes, meditation rooms, healthy snack stations, and ergonomic workstations.
• Annual company retreats, team‑building events, and virtual social gatherings to foster connection across locations.
• Technology stipend for home‑office equipment, high‑speed internet, and mobile devices.

How to Apply

Ready to bring your expertise to a team that values compassion, innovation, and impact? Click the link below to submit your application and join brighthush in redefining member support across the healthcare industry.

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Join Us – Make a Difference Every Day

At brighthush, you’ll not only advance your career but also touch lives by ensuring members feel confident and cared for. If you’re a seasoned professional who thrives on solving complex problems, loves technology, and is passionate about improving the healthcare experience, we want to hear from you. Apply today and become a pivotal part of our mission to empower every individual on their health journey.