Senior Remote Customer Experience Specialist – Healthcare & Insurance Support – Championing Patient & Provider Success, Driving Seamless Care Journeys, and Transforming Health Outcomes with AI‑Enabled Solutions at brighthush

About brighthush – Where Care Meets Innovation

brighthush is more than a technology company; it’s a movement that reimagines the way people experience health. By weaving together artificial intelligence, data science, and a people‑first philosophy, we create a platform that empowers patients, providers, and insurers to collaborate more effectively than ever before. Our mission is simple yet bold: to make every health journey smoother, every clinical workflow more efficient, and every claim process more transparent.

We’re proud to be recognized as a top workplace in the health‑tech sector, celebrated for our culture of curiosity, collaboration, and relentless pursuit of excellence. Whether you’re a seasoned professional or a recent graduate, you’ll find a community that values learning, innovation, and the impact of every interaction.

Why This Role Matters

As a Senior Remote Customer Experience Specialist, you become the frontline advocate for our members and providers. Every call, chat, or email you handle is a chance to guide patients through complex health journeys, support clinicians in delivering high‑quality care, and strengthen the entire ecosystem. Your work directly fuels brighthush’s promise of a seamless, compassionate, and efficient experience for everyone who relies on us.

Key Responsibilities

In this role you will:

• Deliver Exceptional Service – Respond to inbound and outbound inquiries via phone, email, and chat with a focus on first‑contact resolution, ensuring every patient or provider feels heard and supported.
• Provide Accurate Guidance – Conduct thorough research to deliver precise claims status, policy details, and procedural guidance, leveraging our knowledge base and real‑time data tools.
• Escalate with Precision – Identify complex issues, route them to the appropriate departments, and maintain meticulous documentation to ensure a smooth handoff and timely resolution.
• Meet Performance Metrics – Manage high‑volume metrics, ensuring quality standards and meeting performance targets such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Utilize AI‑Powered Tools – Leverage brighthush’s AI‑powered virtual agent to access real‑time guidance, streamline support, and continuously improve your own knowledge base.
• Protect Sensitive Information – Maintain strict confidentiality of Personal Protected Information (PPI) in compliance with HIPAA and internal policies, safeguarding our patients’ trust.
• Engage in Continuous Learning – Participate in a 12‑week virtual onboarding program and ongoing skill‑enhancement sessions, staying current with industry trends and product updates.
• Collaborate Cross‑Functionally – Work closely with claims, provider relations, and technology teams to resolve customer challenges and drive system improvements.
• Drive Process Improvements – Contribute to process improvements and share best practices with peers, helping to elevate the overall quality of our customer experience.
• Represent brighthush Values – Act as an ambassador for brighthush’s values, ensuring every interaction reflects our commitment to care, integrity, and innovation.

Essential Qualifications

• Education – High School Diploma or GED (required). A commitment to lifelong learning is highly valued.
• Experience – Minimum of 2 years of customer service experience in a high‑volume environment, preferably in healthcare, insurance, or a related field.
• Technical Proficiency – Proficiency with Microsoft Office Suite and the ability to navigate multiple systems simultaneously, including CRM and ticketing platforms.
• Conflict‑Resolution Skills – Demonstrated ability to handle difficult conversations with empathy, respect, and a solutions‑oriented mindset.
• Communication Excellence – Excellent verbal and written communication skills, adaptable to diverse audiences ranging from patients to senior providers.
• Flexibility – Ability to work flexible shifts, including early mornings, evenings, and weekends, as needed to meet the demands of a 24/7 support environment.
• Healthcare Knowledge – Experience with healthcare, insurance, or claims processing is highly desirable, as it accelerates onboarding and enhances service quality.
• Metrics Awareness – Familiarity with call‑center metrics, quality audits, and performance dashboards, enabling data‑driven improvement.

Preferred Qualifications

• Higher Education – College coursework or 3+ years of related work experience in a customer‑facing role.
• Provider Ecosystem Exposure – Previous exposure to healthcare provider ecosystems—clinics, hospitals, skilled nursing facilities—provides a deeper understanding of stakeholder needs.
• Regulatory Knowledge – Knowledge of HIPAA regulations and PPI handling, ensuring compliance and trust.
• AI & Virtual Assistant Experience – Experience with AI‑powered virtual assistants or similar technology platforms enhances your ability to leverage our tools.
• Continuous Improvement Mindset – Demonstrated ability to accept constructive feedback and implement process improvements, driving operational excellence.

Skills & Competencies

• Customer‑Centric Mindset – Prioritizing the needs of patients and providers, and consistently seeking ways to exceed expectations.
• Analytical Thinking – Quickly diagnosing issues and determining the best resolution path, using data and logic to inform decisions.
• Technical Proficiency – Comfortable with CRM systems, data entry, and real‑time support tools, ensuring efficient workflow.
• Team Collaboration – Working effectively with cross‑functional partners to solve complex problems and deliver seamless experiences.
• Adaptability – Thriving in a fast‑changing environment and embracing new technologies, processes, and customer expectations.
• Time Management – Balancing multiple priorities while meeting strict deadlines, maintaining high productivity.
• Communication Excellence – Articulating complex information clearly and empathetically, both verbally and in writing.
• Problem‑Solving Agility – Turning challenges into opportunities for improvement, and proactively identifying solutions.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Customer Experience Specialist, you will:

• Deepen Industry Knowledge – Gain comprehensive insight into the healthcare and insurance landscape, including provider networks, regulatory frameworks, and emerging trends.
• Master AI‑Powered Support – Develop expertise in using brighthush’s AI‑powered virtual agent to enhance service delivery and customer satisfaction.
• Access Tuition Assistance – Receive tuition assistance for both undergraduate and graduate programs, supporting your long‑term career goals.
• Advance into Senior Roles – Progress into senior operations roles—such as Operations Analyst, Process Improvement Lead, or Team Lead—based on performance and interest.
• Participate in Leadership Training – Engage in leadership development programs, mentorship initiatives, and cross‑departmental projects that broaden your skill set.
• Earn Professional Certifications – Obtain certifications in healthcare compliance, customer experience management, and data analytics through our partnered learning platforms.
• Be Part of an Innovation‑Driven Culture – Contribute to a culture that rewards initiative, innovation, and continuous improvement, ensuring your ideas have a real impact.

Work Environment & Culture

brighthush fosters an inclusive, collaborative culture that values every voice. Our remote work model is supported by:

• Virtual Team‑Building Events – Game nights, wellness challenges, and coffee connect sessions that build camaraderie across locations.
• Digital Learning Library – Access to a digital library of learning resources, webinars, and industry insights that keep you ahead of the curve.
• Transparent Leadership – Regular town‑hall meetings where leadership shares updates, listens to employee feedback, and celebrates milestones.
• Work‑Life Balance – Generous paid time off, flexible scheduling, and a commitment to mental and physical well‑being.
• Innovation Fridays – Monthly “Innovation Fridays” where teams brainstorm new ideas to improve customer experience and operational efficiency.
• Peer Recognition – Peer‑to‑peer recognition programs that celebrate everyday wins and milestones, fostering a supportive community.

Compensation & Benefits

brighthush offers a competitive salary range of $38,500 to $57,800, depending on experience and location. In addition to base pay, you will receive:

• Employer‑matched 401(k) plan and a pension equity plan.
• Health, vision, and dental coverage with low employee premiums.
• Life and disability insurance.
• Wellness incentives, including mental health resources, counseling services, and mindfulness programs.
• Generous paid time off—8 days plus two floating holidays, plus additional vacation accruals.
• One‑time pre‑tax $500 stipend for home‑office furniture after completing the 12‑week training program.
• Tuition assistance for undergraduate and graduate studies.
• brighthush’s RISE recognition program, rewarding outstanding performance with redeemable rewards.
• Access to a flexible benefits marketplace where you can tailor your coverage to your needs.

How to Apply

Ready to make a tangible difference in people’s lives while advancing your career? Click the link below to submit your application and join the brighthush family.

Apply to brighthush Today

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, gender, sexual orientation, age, disability, or any other protected characteristic.