Senior Medicare Customer Service Advocate – Remote (Maryland) – Championing Member Experience & Health Outcomes at brighthush

About brighthush and the Medicare Landscape

brighthush is a trailblazing health‑tech pioneer that is redefining how Medicare beneficiaries, healthcare providers, and insurance partners experience coverage. By weaving together cutting‑edge technology, deep policy expertise, and a human‑centered approach, we empower our members to navigate the intricate world of Medicare with confidence and clarity. Our mission is simple yet powerful: deliver clear, compassionate, and proactive support that transforms every call, email, or chat into a meaningful solution, improving access to care and fostering peace of mind.

Why Join brighthush?

At brighthush, you’ll be part of a movement that places people first. Here’s why top talent chooses to grow with us:

• Impactful Work: Every interaction you handle directly enhances a member’s access to care and elevates their overall Medicare experience.
• Remote Flexibility: Work from anywhere in the United States with a reliable internet connection and a schedule that supports your work‑life balance.
• Career Growth & Development: Structured mentorship, continuous learning, and clear career pathways that help you evolve from advocate to specialist or leader.
• Inclusive Culture: We celebrate diversity, champion equity, and foster a supportive environment where every voice is heard.
• Competitive Compensation: Base salary ranging from $43,920 to $80,520, complemented by performance incentives and recognition programs.
• Comprehensive Benefits: Health, dental, vision, 401(k) with company match, paid time off, wellness resources, and a professional development stipend.

Key Responsibilities

As a Senior Medicare Customer Service Advocate, you will be the frontline expert for Medicare members, providers, and brokers. Your day‑to‑day will involve:

• Answering inbound calls, emails, and chat inquiries with professionalism, empathy, and a solutions‑oriented mindset.
• Providing detailed product information, explaining benefits, coverage limits, and eligibility criteria in a clear and concise manner.
• Resolving complex claims issues, verifying claim accuracy, and ensuring timely adjustments to maintain member satisfaction.
• Offering technical assistance for digital tools such as member portals, mobile apps, and electronic claim submission systems.
• Documenting all interactions accurately in the CRM, following established SOPs and compliance guidelines.
• Mentoring junior advocates, sharing best practices, and leading by example to elevate team performance.
• Collaborating with cross‑functional teams (claims, billing, provider relations) to streamline issue resolution and improve service quality.
• Staying current on policy changes, regulatory updates, and product enhancements to provide up‑to‑date guidance.
• Participating in continuous improvement initiatives to enhance service quality, operational efficiency, and member experience.

Essential Qualifications

• High School Diploma or GED (Bachelor’s degree preferred).
• Minimum of 5 years of customer service experience, preferably in a call center environment.
• Strong knowledge of Medicare products, benefits, and claims processes.
• Proficiency in navigating multiple computer systems, data entry, and troubleshooting.
• Excellent verbal and written communication skills, with the ability to explain complex information simply.
• Empathetic, patient, and solution‑oriented mindset that drives member satisfaction.
• Ability to manage high‑volume, fast‑paced work while maintaining accuracy and compliance.
• Experience mentoring or coaching less experienced staff, fostering a culture of continuous learning.

Preferred Qualifications

• Experience in medical or insurance terminology and policy interpretation.
• Knowledge of electronic health record (EHR) systems or digital claim platforms.
• Previous supervisory or team lead experience, with a track record of driving performance.
• Familiarity with compliance standards such as HIPAA, ACA, and other healthcare regulations.

Core Skills & Competencies

• Customer‑Centric Communication: Ability to build trust quickly and convey complex information simply.
• Analytical Thinking: Evaluate claims, identify discrepancies, and recommend corrective actions.
• Problem‑Solving: Resolve escalated issues with creative, policy‑compliant solutions.
• Time Management: Prioritize tasks, meet deadlines, and handle multiple concurrent inquiries.
• Team Collaboration: Work effectively with peers, managers, and cross‑functional partners.
• Adaptability: Thrive in a dynamic environment with evolving policies and technologies.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Senior Advocate, you will have access to:

• Structured mentorship programs with senior leaders who guide your professional journey.
• Regular training sessions on Medicare updates, technology tools, and soft skills to keep you at the forefront of the industry.
• Opportunities to transition into specialized roles such as Claims Analyst, Provider Relations Specialist, or Compliance Officer.
• Leadership development tracks for those aspiring to managerial positions, including project management and strategic planning.
• Annual performance reviews with clear metrics and growth pathways, ensuring you see tangible progress in your career.

Work Environment & Culture

Our remote‑first culture is built on trust, flexibility, and collaboration. You will:

• Work from the comfort of your home while staying connected through virtual team meetings and collaboration tools.
• Participate in monthly virtual town halls and quarterly all‑hands sessions to stay aligned with company goals.
• Engage in peer learning circles and knowledge‑sharing forums that foster continuous improvement.
• Enjoy a supportive environment that values work‑life balance, mental well‑being, and personal growth.
• Benefit from a culture that celebrates achievements, encourages innovation, and rewards high performance.

Compensation & Benefits

We offer a competitive base salary ranging from $43,920 to $80,520, commensurate with experience and performance. In addition:

• Performance‑based incentives and recognition programs that reward excellence.
• Health, dental, and vision insurance plans with generous coverage options for you and your family.
• 401(k) retirement plan with company match to help you build long‑term financial security.
• Paid time off, sick leave, and a holiday schedule that supports rest and rejuvenation.
• Professional development stipend and tuition reimbursement to support your learning goals.
• Employee assistance program and wellness resources, including mental health support and fitness benefits.

Equal Opportunity Employer

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, or veteran status.

How to Apply

Ready to make a difference in the lives of Medicare members? Submit your application through our careers portal or click the link below to start your journey with brighthush.