Senior Remote Healthcare Customer Service Specialist – Dental & Medicare Support – Champion Patient Outcomes, Drive Excellence, and Lead Innovation at brighthush Global Call Center
Welcome to brighthush – A Global Leader in Healthcare Support
At brighthush, we’re more than a call center; we’re a worldwide movement dedicated to transforming how individuals, families, and organizations access, understand, and benefit from their health plans. With a presence in over 30 countries and partnerships with Fortune 100 companies, leading insurance carriers, and more than 500 government agencies, brighthush delivers mission‑critical services that improve health outcomes for millions of people around the globe. Our core belief is simple: clear, compassionate, and accurate information is the foundation of better health decisions.
When you join brighthush, you become part of a culture that celebrates individuality, encourages continuous learning, and rewards impact. Whether you’re a seasoned professional or a recent graduate, you’ll find a supportive environment where your voice matters and your career can grow at the speed of innovation.
Why This Role Matters
As a Senior Remote Healthcare Customer Service Specialist, you will be the first line of support for members, providers, and employer groups navigating dental and Medicare benefits. Your work directly influences the health and well‑being of thousands of people, ensuring they receive the care they need with empathy, accuracy, and efficiency. This role is pivotal in:
- Delivering Impactful Service: Resolve complex benefit questions that affect the health and financial well‑being of individuals and families.
- Building Trust: Guide members and providers through the intricacies of dental and Medicare plans, fostering confidence and long‑term relationships.
- Maintaining Operational Excellence: Contribute to brighthush’s reputation for world‑class customer service and continuous improvement.
- Driving Innovation: Share insights that help shape future service offerings and technology enhancements.
Key Responsibilities
- Answer inbound calls and emails regarding dental benefits, eligibility, claims, appeals, grievances, and provider searches for both commercial and Medicare plans.
- Provide clear, consistent interpretation of dental benefits, policies, and procedures to members, providers, and employer groups.
- Investigate and resolve member or provider concerns by researching issues, contacting appropriate parties, and documenting all interactions accurately within the billing system.
- Escalate billing, claims, or service complaints to the appropriate internal departments for follow‑up and resolution.
- Retrieve and send written correspondence, including plan brochures, provider directories, and other printed materials as needed.
- Meet or exceed established ACD (Automated Call Distribution) system call volume and quality performance goals.
- Achieve all assigned individual monthly performance metrics.
- Maintain current and thorough knowledge of all Member Services policies, procedures, and dental plan updates.
- Perform additional duties and responsibilities as assigned by management.
Essential Qualifications
- High school diploma, GED, or college degree.
- Successful completion of a customer service assessment and typing test.
- At least 1 year of call center experience (preferred).
- At least 1 year of face‑to‑face customer service experience.
- Strong organizational, time‑management, written, and verbal communication skills.
- Proficiency in Microsoft Word, Outlook, and Internet Explorer.
- Ability to handle problems involving multiple variables in standardized situations.
- Successful completion of a background check.
Preferred Qualifications
- Prior experience in the Dental, Medical, or Managed Care industry.
- Knowledge of Medicare plans and related regulations.
- Experience with multiple call center systems and high call volumes.
- Demonstrated ability to work independently while collaborating with a team.
Skills & Competencies for Success
- Empathy & Active Listening: Understand member concerns and respond with genuine care.
- Problem‑Solving: Analyze issues quickly and identify effective solutions.
- Attention to Detail: Accurately document interactions and maintain data integrity.
- Adaptability: Thrive in a fast‑paced environment with evolving policies.
- Team Collaboration: Share knowledge and support peers to achieve collective goals.
- Technology Proficiency: Navigate multiple systems, including billing and CRM platforms.
Career Growth & Learning Opportunities
At brighthush, we believe in continuous development. As a Senior Remote Healthcare Customer Service Specialist, you will have access to:
- Structured 5‑week classroom training followed by 2 weeks of on‑the‑job “nesting.”
- Ongoing learning modules covering new benefit updates, compliance changes, and advanced customer service techniques.
- Clear career pathways to senior support roles, team leadership, or specialized positions in claims processing and quality assurance.
- Mentorship from experienced professionals who are committed to your success.
- Access to industry conferences, webinars, and certification programs at no cost.
- Regular performance reviews that identify growth opportunities and align them with your career goals.
Work Environment & Company Culture
Our remote call center culture is built on trust, flexibility, and a shared commitment to excellence. You’ll enjoy:
- Fully remote work with a dedicated home office setup provided by brighthush.
- Flexible scheduling across Monday‑Sunday, 7:30 am – 11:00 pm EST, allowing you to balance personal and professional responsibilities.
- A supportive team that values individuality, encourages innovation, and celebrates achievements.
- Regular virtual team meetings, recognition programs, and social events to foster connection.
- A transparent communication style that keeps you informed about company goals, updates, and opportunities.
- Access to an internal knowledge base, peer‑to‑peer forums, and a 24/7 help desk for technical support.
Compensation & Benefits
While the base pay for this role is $16.00 per hour, we offer a comprehensive benefits package that includes:
- Medical, dental, and vision coverage effective from day one.
- Paid time off accrued after 180 days of employment.
- Potential eligibility for performance‑based bonuses or incentives.
- Retirement savings plan with company match.
- Paid holidays and flexible vacation policies.
- Access to wellness programs, employee assistance resources, and continuous learning platforms.
- Employee referral bonuses and recognition rewards.
- Life and disability insurance options.
Equipment & Workspace Requirements
- brighthush supplies all necessary equipment: computer, monitor, mouse, keyboard, headset, Ethernet cable, and power cables.
- Home internet connection: minimum 10 Mbps download and 3 Mbps upload (check via speedtest.net).
- Direct Ethernet connection to your home modem (no satellite or wireless internet).
- Secure, distraction‑free workspace: clutter‑free, no unauthorized electronics, and no one in the area during working hours.
Application Process
The entire application can be completed in under 20 minutes:
- Submit your basic profile information (≈2 min).
- Answer pre‑screen questions to confirm eligibility (≈3 min).
- Complete a typing test (≈1 min).
- Take a short assessment to gauge fit and readiness (≈10 min).
We encourage you to complete the application promptly to be considered for this role. If you lack a computer, local libraries or public computer centers can provide temporary access.
Geographic Eligibility
Due to state and local wage regulations, we are currently only hiring candidates residing in states where our compensation structure complies with applicable wage laws. We are not hiring in the following geographies:
- States: AK, CA, CT, HI, IL, MA, MD, MT, NJ, NY, OR, WA.
- Metro Areas: Minneapolis‑MN, Washington‑DC, Denver/County of Boulder/Edgewater County‑CO.
Equal Opportunity Employer
brighthush is an Equal Opportunity Employer. We consider applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sexual orientation, disability, or any other protected characteristic. We provide reasonable accommodations for applicants with disabilities throughout the hiring process.
Ready to Make a Difference?
If you’re driven by a desire to help others, thrive in a fast‑paced environment, and want to grow with a forward‑thinking organization, we want to hear from you. Join brighthush today and become part of a team that values innovation, collaboration, and the impact of every call.