Senior Member Experience & Customer Service Specialist – Remote Telecommuter – Champion of Healthcare Support, Member Satisfaction, and Data‑Driven Innovation at brighthush

About brighthush – A New Era in Healthcare

brighthush is more than a health‑insurance provider; it’s a movement dedicated to transforming the way people experience health and wellness. By marrying cutting‑edge technology, data‑driven insights, and a relentless focus on the member journey, we create a truly personalized, accessible, and transparent healthcare ecosystem. Our mission is simple yet bold: make health and wellness understandable, affordable, and available to every individual, no matter where they live.

Founded on the belief that everyone deserves a clear path to better health, brighthush has rapidly evolved into a trusted partner for millions of members and providers across the nation. We harness artificial intelligence, predictive analytics, and a member‑centric culture to streamline processes, reduce costs, and elevate the overall experience. Whether you’re a member navigating a claim, a provider seeking support, or a colleague working behind the scenes, you’ll find that brighthush is built on collaboration, innovation, and a shared commitment to making healthcare work better for everyone.

Why the Customer Service Team Matters at brighthush

Customer service is the heartbeat of brighthush. Every interaction you manage shapes how members perceive their health journey and how providers feel about partnering with us. As a Member Experience & Customer Service Specialist, you will be the trusted guide who ensures questions are answered, concerns are resolved, and solutions are delivered with empathy, accuracy, and speed. Your work will directly influence member satisfaction, provider relationships, and the overall success of our mission to make healthcare work better for everyone.

In a world where digital touchpoints are increasingly common, the human element remains irreplaceable. Your ability to connect, listen, and act with compassion will set brighthush apart from the competition and reinforce our reputation as a leader in member‑centric care.

Role Overview

In this remote, telecommuter position, you will serve as the frontline ambassador for brighthush, bridging the gap between members, providers, and our internal teams. You will leverage our advanced tools—such as the AI‑powered virtual agent ALICE—to deliver swift, accurate, and compassionate support. Your day will involve a blend of inbound and outbound communications, data stewardship, and continuous process improvement.

Key aspects of the role include:

• Managing high‑volume, high‑impact interactions across multiple channels.
• Collaborating with cross‑functional teams to resolve complex issues.
• Maintaining rigorous data integrity and compliance standards.
• Actively contributing to the evolution of our support processes.

Key Responsibilities

• First‑Call Resolution: Handle inbound and outbound calls, emails, and chat inquiries with a focus on resolving issues on the first interaction whenever possible.
• Claims & Account Support: Provide accurate information on claim status, policy details, and billing questions for both members and providers.
• Research & Escalation: Conduct thorough research using our internal systems, and when necessary, route complex issues to the appropriate department while maintaining clear documentation.
• Data Integrity: Enter and update member information in our secure databases, ensuring compliance with Personal Protected Information (PPI) and HIPAA regulations.
• Continuous Improvement: Participate in quality assurance reviews, provide feedback on process enhancements, and stay current with product updates and policy changes.
• Team Collaboration: Work closely with cross‑functional teams—including Claims, Billing, and Provider Relations—to deliver seamless member experiences.
• Adherence to Metrics: Meet or exceed performance metrics such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Other Duties: Perform any additional tasks as assigned to support the overall goals of the Customer Service Department.

Essential Qualifications

• High School Diploma or GED (required).
• Minimum of 2 years of customer service experience in a high‑volume call center environment.
• Strong conflict‑resolution skills with the ability to de‑escalate tense situations calmly and professionally.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience navigating multiple screens simultaneously.
• Excellent written and verbal communication skills, adaptable to diverse audiences.
• Ability to work independently while maintaining a high level of accuracy and attention to detail.
• Reliable internet connection, a quiet workspace, and a headset with a microphone.
• Availability to work flexible hours within a 5 a.m.–8 p.m. Pacific Time window to meet business needs.

Preferred Qualifications

• College coursework or 3+ years of experience in healthcare, insurance, benefits, or claims processing.
• Experience with call‑center software, CRM platforms, and knowledge‑base systems.
• Familiarity with HIPAA regulations and handling of PPI.
• Previous exposure to AI‑powered virtual agents or chatbots.
• Demonstrated ability to meet or exceed performance metrics in a fast‑paced environment.

Skills & Competencies

• Customer‑centric mindset with a passion for problem‑solving.
• Strong analytical and research abilities.
• Time‑management skills to balance multiple tasks efficiently.
• Adaptability to new technologies and evolving processes.
• Team player who thrives in a collaborative culture.
• Resilience and emotional intelligence to handle high‑volume, sometimes stressful interactions.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone to greater impact. As a Member Experience & Customer Service Specialist, you will gain:

• In‑depth knowledge of the healthcare ecosystem, including provider networks, claims workflows, and member benefits.
• Hands‑on experience with our AI‑powered virtual agent, ALICE, and other cutting‑edge tools.
• Exposure to regulatory compliance, data privacy, and industry best practices.
• Clear career pathways: many of our senior operations leaders began their journey in customer service.
• Access to tuition assistance for undergraduate and graduate courses, as well as internal training programs.
• Participation in brighthush’s RISE recognition program, celebrating achievements and reinforcing core competencies.
• Mentorship from seasoned professionals across the organization.
• Opportunities to lead cross‑functional projects and influence product development.

Work Environment & Company Culture

brighthush offers a hybrid model that blends the flexibility of remote work with the camaraderie of on‑site collaboration. Our culture is defined by:

• Inclusive, respectful, and supportive workplace values.
• Opportunities for mentorship, coaching, and peer learning.
• Regular virtual town halls, wellness events, and community service initiatives.
• Access to a virtual fitness & well‑being center, mental health resources, and mindfulness programs.
• Commuter perks, on‑site café discounts, and free parking for hybrid employees.
• Transparent communication from leadership and a flat hierarchy that encourages idea sharing.
• Celebration of diversity, equity, and inclusion through employee resource groups and inclusive hiring practices.

Compensation & Benefits

While the base salary for this role ranges from $38,500 to $57,800 annually, we also offer a comprehensive benefits package designed to support your health, wealth, and well‑being:

• Health, vision, and dental coverage with low employee premiums.
• Employer‑matched 401(k) plan and a pension equity plan that vests after three years.
• Life and disability insurance.
• Generous paid time off (PTO) and floating holidays.
• Tuition assistance for both undergraduate and graduate studies.
• Employee recognition program with rewards, anniversaries, and team celebrations.
• Wellness incentives, counseling services, and stress‑management programs.
• Free on‑site parking and subsidized café options for hybrid employees.
• Flexible work schedule to support work‑life balance.

How to Apply

Ready to make a tangible difference in people’s lives while advancing your career? Submit your application through our careers portal or click the link below to start your journey with brighthush.

Apply to this position

Join brighthush – Where Your Voice Shapes the Future of Healthcare

At brighthush, we’re more than a company; we’re a movement toward a healthier, more equitable world. If you’re driven by purpose, eager to learn, and ready to deliver exceptional service, we invite you to join our team. Together, we’ll transform the healthcare experience for millions of members and providers across the nation.