Senior Life Insurance & Medicare Customer Care Analyst – Compassionate Support Specialist & Trusted Advisor for Seniors & Families – Remote Full‑Time High‑Impact Role Focused on Customer Experience Excellence at brighthush

About brighthush

At brighthush, we’re more than a contact center – we’re a movement that redefines how seniors, families, and individuals navigate life‑insurance and Medicare. In a world where health‑coverage decisions can feel overwhelming, we bring clarity, confidence, and compassion to every conversation. By blending cutting‑edge technology with a human‑centered approach, we transform uncertainty into peace of mind and empower our clients to make informed choices about their future.

Our mission is simple yet profound: to be the trusted partner that guides people through the intricacies of health coverage, end‑of‑life planning, and beneficiary decisions. We collaborate with leading insurers, healthcare providers, and community organizations to deliver personalized, empathetic support that meets each client’s unique needs. As a remote‑first organization, we thrive on fast‑paced, high‑impact interactions where every call is an opportunity to build lasting trust and make a real difference in people’s lives.

Why brighthush is the Right Choice for Your Career

When you join brighthush, you become part of a culture that prizes compassion, integrity, and innovation. Our remote‑first model gives you the flexibility to work from anywhere in the United States or Puerto Rico while still feeling connected to a vibrant, collaborative team. We invest in our people through comprehensive training, clear career ladders, and a benefits package that rewards performance, learning, and well‑being. Whether you are launching your career or looking to deepen your expertise in the insurance and healthcare space, brighthush offers the resources, mentorship, and growth pathways you need to thrive.

What We Offer

• Mentorship Programs: Pairing you with seasoned leaders who share insights, feedback, and career guidance.
• Learning & Development Hub: Access to online courses, webinars, and certification tracks in life insurance, Medicare, and customer experience.
• Innovation Labs: Opportunities to co‑create solutions that improve client journeys and internal processes.
• Community Engagement: Virtual town halls, wellness challenges, and volunteer initiatives that keep our remote team connected.
• Technology Stipend: Monthly allowance for home office equipment and high‑speed internet.
• Recognition & Rewards: Employee of the Month, peer‑to‑peer shout‑outs, and performance awards.

Key Responsibilities

As a Senior Life Insurance & Medicare Customer Care Analyst, you will be the frontline champion for seniors and families navigating complex coverage decisions. Your day‑to‑day work will involve:

• Deliver Exceptional Service: Handle a high volume of inbound calls, many of which involve emotionally charged or complex situations, while maintaining composure, professionalism, and a genuine caring tone. You will be the first line of support for seniors navigating Medicare enrollment, life‑insurance policy changes, and beneficiary designations.
• Guide Clients Through Critical Decisions: Assist seniors transitioning to Medicare, individuals facing health challenges, and families making life‑insurance beneficiary decisions with clear, actionable guidance. You will translate policy language into plain English, ensuring clients feel confident and informed.
• Resolve Inquiries Efficiently: Leverage multiple systems and screens to accurately address customer questions, striving for first‑call resolution whenever possible. Your ability to troubleshoot portal issues, verify eligibility, and process changes will directly impact client satisfaction.
• Maintain Productivity & Quality Standards: Meet or exceed productivity, quality, and attendance metrics in a fast‑paced environment. You will track key performance indicators, participate in quality reviews, and continuously refine your workflow.
• Build Collaborative Relationships: Foster strong connections with teammates, internal partners, and customers, upholding brighthush’s core values of customer focus, integrity, innovation, accountability, and collaboration. You will act as a liaison between front‑line support and back‑office teams.
• Participate in Continuous Improvement: Contribute to process enhancements, share best practices, and engage in regular team huddles, including on‑camera participation. Your insights will help shape training modules and system updates.
• Document and Escalate: Accurately record all interactions in the CRM, flag complex issues for escalation, and follow up to ensure resolution. You will maintain meticulous records that support compliance and audit requirements.
• Adopt New Technologies: Stay current with evolving tools, software updates, and industry regulations to provide the most up‑to‑date information to clients. You will be an early adopter of new features and a resource for your peers.

Essential Qualifications

• Communication Excellence: Demonstrated ability to listen with empathy, speak with clarity, and build trust even during challenging conversations. You should be comfortable explaining complex policy details in simple terms.
• Problem‑Solving Mindset: Quick assessment of situations and proactive resolution, aiming to address customer needs in a single interaction. You should be adept at identifying root causes and proposing actionable solutions.
• Accountability & Reliability: Consistent punctuality, adherence to schedules, and ownership of work. You will be trusted to manage your own time and deliver results without constant supervision.
• Tech‑Savvy Confidence: Comfortable navigating multiple systems, troubleshooting online portal issues, and guiding customers step‑by‑step over the phone. Experience with CRM platforms, help‑desk software, and knowledge bases is essential.
• Collaboration & Curiosity: Value diverse ideas, listen courageously, and remain curious in all tasks. You should thrive in a team environment and seek continuous improvement.
• Remote Work Readiness: Ability to work remotely with a high‑speed internet connection, located in the United States or Puerto Rico. You must have a dedicated workspace that supports focus and professionalism.
• Legal Eligibility: Must not require sponsorship for employment now or in the future. You should be legally authorized to work in the United States.

Preferred Qualifications

• Experience in a customer service or contact center environment, preferably within insurance or healthcare.
• Familiarity with policy application, practices, and procedures in a business setting.
• Basic understanding of life and health insurance products, terminology, and processes.
• Willingness to actively participate in team huddles, including on‑camera engagement.
• Ability to multi‑task effectively, work under pressure, meet deadlines, and adapt to changing customer and business needs.
• Prior exposure to Medicare enrollment or life‑insurance beneficiary designation processes.

Skills & Competencies

• Active Listening & Empathy
• Clear & Concise Communication
• Critical Thinking & Problem Solving
• Time Management & Prioritization
• Technical Proficiency (CRM, Help Desk, Knowledge Base)
• Team Collaboration & Conflict Resolution
• Adaptability & Resilience
• Data‑Driven Decision Making
• Customer‑Centric Mindset

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Care Analyst, you’ll have access to:

• Structured onboarding and a two‑week virtual training program, followed by ongoing coaching.
• Cross‑functional shadowing opportunities with senior analysts, product specialists, and compliance teams.
• Certification pathways in life insurance, Medicare, and customer experience excellence.
• Clear promotion tracks to Senior Analyst, Team Lead, or Manager roles.
• Regular skill‑building workshops, webinars, and access to an internal learning portal.
• Mentorship programs pairing you with experienced leaders who can guide your career trajectory.
• Annual “Innovation Challenge” where teams propose solutions to improve client experience.
• Leadership development programs for high‑potential employees.

Our commitment to continuous learning means you’ll never stop growing. Whether you’re looking to deepen your product knowledge, develop leadership skills, or explore new career paths within brighthush, we provide the resources and support to help you succeed.

Work Environment & Company Culture

brighthush is a remote‑first organization that values flexibility, inclusion, and a sense of community. Our culture is built on:

• Customer Focus: Every decision is made with the customer’s best interest at heart.
• Integrity: Transparent communication, ethical practices, and accountability.
• Innovation: Continuous improvement, data‑driven insights, and creative problem solving.
• Collaboration: Cross‑departmental teamwork, open feedback loops, and shared success.
• Accountability: Ownership of outcomes, proactive communication, and measurable results.

Our remote work model ensures you can perform at your best from any location, while our virtual team events, wellness programs, and community initiatives keep us connected and energized. We celebrate diversity, encourage open dialogue, and foster an environment where every voice is heard.

Compensation & Benefits

• Hourly Wage: $21.00, with an annual bonus opportunity based on performance.
• 401(k) Plan: 2% company contribution and 6% company match.
• Paid Time Off: Vacation, personal days, and paid holidays.
• Health & Wellness: Comprehensive medical, dental, and vision plans (details on the benefits portal).
• Professional Development: Tuition reimbursement, certification support, and internal training.
• Employee Assistance Program: Confidential counseling and support services.
• Flexible Work Schedule: Regular shift from 9:00 AM to 5:30 PM CST, with a two‑week virtual training period from 8:00 AM to 4:30 PM CST.
• Technology Stipend: Monthly allowance for home office equipment and high‑speed internet.
• Wellness Incentives: Gym membership discounts, mindfulness app subscriptions, and quarterly wellness challenges.
• Recognition Programs: Employee of the Month, peer‑to‑peer shout‑outs, and performance awards.

Training & Onboarding Schedule

Our next cohort begins on October 29. Virtual training will commence on November 2 and run for two weeks, Monday through Friday, from 8:00 AM to 4:30 PM CST. After training, your regular shift will transition to our closing hours: 9:00 AM to 5:30 PM CST.

How to Apply

Ready to make a difference? Submit your application through the brighthush careers portal at brighthush.com/careers. If you have any questions about the role or the hiring process, please contact our Talent Acquisition team at [email protected]. We typically respond within one week of receiving your application.

Important Notice

brighthush is committed to a safe and secure hiring process. All legitimate communications will come from @brighthush.com. We never request sensitive personal information or extend job offers without conducting an interview. If you receive any suspicious messages, please report them to [email protected] and avoid sharing personal data.

Hiring Policies & Legal Notices

Salary: $21.00 per hour, with potential for annual bonus. Pay Scale: 100 C17 – Hourly. All positions are open to U.S. and Puerto Rico residents who are legally authorized to work in the United States.