Senior Remote Customer Success & Claims Liaison – Policy Education Champion & Claims Processing Specialist – Empowering Policyholders with brighthush

Welcome to brighthush – Where Innovation Meets Empathy

At brighthush, we’re not just another insurance provider; we’re a movement dedicated to reshaping the way people protect their futures. By marrying state‑of‑the‑art technology with a people‑first philosophy, we empower policyholders, healthcare partners, and community stakeholders to navigate the complexities of coverage with confidence and clarity. Our guiding mantra, “Make Tomorrow Better,” is more than a slogan—it’s a promise that every interaction will leave a lasting positive impact.

Why Your Next Career Move Should Be With brighthush

• Impactful Work: Every call, email, or chat you handle directly influences a policyholder’s financial security and peace of mind.
• Remote Flexibility: Work from anywhere while staying connected to a vibrant, global team.
• Career Growth: Structured learning paths, mentorship programs, and internal mobility opportunities keep your career trajectory upward.
• Inclusive Culture: Diversity, collaboration, and respect are woven into our daily operations.
• Competitive Compensation & Comprehensive Benefits: Designed to support your well‑being, both personally and professionally.

Role Overview

As a Senior Remote Customer Success & Claims Liaison at brighthush, you will be the frontline advocate for our policyholders, healthcare providers, and third‑party partners. Your primary focus will be to explain policy coverage, update claim status, and facilitate claim payments while maintaining the highest standards of accuracy, confidentiality, and customer satisfaction. This role is ideal for individuals who thrive in fast‑paced environments, possess strong communication skills, and are passionate about delivering exceptional service.

Day‑to‑Day Impact

In this role, you’ll:

• Serve as the trusted point of contact for policyholders seeking guidance on coverage, claims, and payments.
• Collaborate with cross‑functional teams—claims, underwriting, billing—to resolve complex issues and ensure seamless customer experiences.
• Document all interactions in the CRM system with meticulous attention to detail and compliance with data privacy regulations.
• Identify opportunities for process improvement and contribute to the development of new scripts, FAQs, and knowledge base articles.
• Support bilingual (English/Spanish) customers by providing accurate translations and culturally sensitive service, with a differential pay incentive for bilingual proficiency.

Key Responsibilities

• Handle a high volume of inbound and outbound calls, emails, and live chat inquiries from policyholders, healthcare providers, and other stakeholders.
• Accurately process policyholder requests, including policy changes, claim submissions, and payment instructions.
• Maintain up‑to‑date knowledge of policy products, coverage details, and claim procedures to provide clear, concise information.
• Adhere to departmental performance metrics such as average handle time, call volume, and first‑contact resolution.
• Collaborate with cross‑functional teams—claims, underwriting, and billing—to resolve complex issues and ensure seamless customer experiences.
• Document all interactions in the CRM system with meticulous attention to detail and compliance with data privacy regulations.
• Identify opportunities for process improvement and contribute to the development of new scripts, FAQs, and knowledge base articles.
• Support bilingual (English/Spanish) customers by providing accurate translations and culturally sensitive service, with a differential pay incentive for bilingual proficiency.

Essential Qualifications

• High school diploma or equivalent; some college coursework preferred.
• Minimum of one year of office or customer service experience, preferably in a telecommunications or insurance environment.
• Strong phone etiquette, active listening, and the ability to communicate complex information clearly.
• Excellent written and verbal communication skills in English; bilingual proficiency in Spanish is a plus.
• Proficiency with basic PC applications (Word, Excel, Outlook) and CRM systems.
• Typing speed of at least 30 words per minute.
• Strong organizational skills, with the ability to manage multiple tasks and prioritize effectively.
• Ability to maintain confidentiality and handle sensitive information with discretion.
• Resilience under pressure, demonstrating calmness, tact, and professionalism in high‑stress situations.
• Analytical mindset with strong decision‑making capabilities and logical problem‑solving skills.

Preferred Qualifications

• Background knowledge of life and health insurance products, including policy terms, coverage limits, and claim processes.
• Experience with insurance operations, claims adjudication, or policy administration.
• Familiarity with regulatory compliance standards such as HIPAA, GDPR, or state‑specific insurance regulations.
• Previous experience in a remote or virtual support role, demonstrating self‑motivation and time‑management skills.
• Certification or coursework in customer service excellence, conflict resolution, or related fields.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and building lasting relationships.
• Communication: Clear, concise, and empathetic communication across multiple channels.
• Technical Proficiency: Comfortable navigating CRM platforms, data entry, and basic troubleshooting.
• Problem‑Solving: Ability to analyze situations, identify root causes, and implement effective solutions.
• Adaptability: Thrive in a dynamic environment with evolving processes and policies.
• Team Collaboration: Work seamlessly with cross‑functional teams to achieve shared goals.
• Time Management: Efficiently balance high call volumes with meticulous record‑keeping.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is a shared journey. As a Senior Customer Service Representative, you will have access to:

• Structured onboarding and continuous training programs covering product knowledge, compliance, and soft skills.
• Mentorship from senior agents and leaders who provide guidance and career advice.
• Internal mobility pathways to roles in claims, underwriting, product management, and operations.
• Annual tuition reimbursement and sponsorship for industry certifications such as FLMI, ICA, or customer service credentials.
• Regular performance reviews with clear metrics and actionable feedback.
• Opportunities to lead process improvement projects, enhancing both customer experience and operational efficiency.

Work Environment & Culture at brighthush

Our culture is built on the pillars of respect, innovation, and collaboration. We foster an environment where:

• Employees feel empowered to share ideas and challenge the status quo.
• Work‑life balance is respected, with flexible scheduling and remote work options.
• Diversity and inclusion are not just buzzwords but lived experiences.
• Recognition and celebration of achievements are integral to our daily rhythm.
• Continuous learning is encouraged through workshops, webinars, and knowledge sharing sessions.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive salary package that reflects your expertise and contributions. In addition, we provide a comprehensive benefits suite designed to support your health, well‑being, and future:

• Health, dental, and vision insurance plans with extensive coverage options.
• Robust life insurance and retirement plans, including a pension component.
• Paid holidays, vacation days, and sick leave to maintain a healthy work‑life balance.
• Parental leave policies that support new parents during critical early stages.
• Subsidized wellness programs—fitness memberships, mindfulness apps, nutrition guides, and sleep coaching.
• Company‑paid counseling services for mental health, stress management, and work‑life integration.
• Continued education reimbursement and sponsorship for professional development courses.
• Employee discount programs, including exclusive offers on entertainment, travel, and local services.

How to Apply

If you are ready to bring your customer‑service expertise to a forward‑looking, mission‑driven organization, we encourage you to apply today. Join brighthush and become part of a team that is dedicated to making tomorrow better—one policyholder at a time.