Senior Remote Healthcare Customer Support Specialist – Peak Shift (11:30 am–8:00 pm EST) – Expert Claim Recovery & Health Benefit Advocate – Championing Patient & Employer Experience at brighthush

About brighthush

At brighthush, we’re more than a technology provider – we’re a movement dedicated to reshaping how insurers, employers, and individuals navigate the complex world of health benefits. Founded on the belief that clarity, confidence, and compassion should guide every interaction, brighthush blends cutting‑edge technology, data analytics, and a deeply human touch to demystify medical claims. From the first phone call to the final settlement, our team delivers solutions that empower clients to move through the labyrinth of healthcare with ease, confidence, and peace of mind.

Whether you’re a seasoned professional or just starting your career, you’ll find a place at brighthush where your expertise can make a tangible difference in people’s lives. We’re on a mission to transform the customer experience in the health‑benefits space, and we need passionate, resilient, and customer‑centric individuals to join us on this journey.

Why brighthush is the Place to Grow Your Career

Innovation thrives when people feel empowered, connected, and continuously challenged. At brighthush, our culture is built on three pillars that drive both personal and organizational success:

• Innovation & Impact: Every idea matters. We encourage experimentation, test new processes, launch tools, and expand our service portfolio to stay ahead of industry trends.
• Collaboration & Inclusion: From weekly virtual huddles to cross‑functional projects, we break down silos and celebrate diverse perspectives, ensuring that every voice is heard.
• Growth & Learning: Structured onboarding, mentorship, and a robust learning library keep you moving forward, no matter where you start.

Whether you’re a seasoned customer service veteran or a recent graduate, brighthush offers a supportive environment where your contributions directly shape the future of healthcare claims and benefits.

Role Overview

We’re seeking a highly motivated Senior Remote Healthcare Customer Support Specialist to join our Colorado‑based remote team. This full‑time position runs from 11:30 am to 8:00 pm EST, covering the peak hours of client and patient interaction. You will be the frontline advocate for our clients, handling inbound calls, resolving complex inquiries, and ensuring every interaction reflects brighthush’s commitment to excellence and empathy. In addition to daily support, you will serve as a bridge between our customers and the internal teams that power our solutions, driving continuous improvement and elevating the overall customer experience.

Key Responsibilities

• Inbound Call Management: Efficiently triage and respond to a high volume of calls from insurers, employers, and patients, ensuring each conversation is handled with professionalism and care.
• Inquiry Resolution: Provide clear, accurate answers regarding claim status, benefit eligibility, payment processing, and policy details, often navigating intricate regulatory frameworks.
• Documentation & Data Integrity: Log all interactions in our CRM, update claim records, and maintain meticulous notes to support audit trails and quality assurance.
• Cross‑Functional Collaboration: Partner with Claims, Billing, and Technical Support teams to resolve escalated issues, streamline workflows, and share best practices.
• Process Improvement: Identify recurring pain points, propose data‑driven solutions, and participate in continuous improvement initiatives that elevate the customer experience.
• Compliance & Quality Assurance: Adhere to HIPAA, state regulations, and internal policies, ensuring every interaction meets or exceeds quality standards.
• Mentorship & Knowledge Sharing: Coach junior team members, contribute to training materials, and champion a culture of learning and excellence.
• Performance Analytics: Track key metrics such as average handle time, first‑contact resolution, and customer satisfaction scores, and use insights to drive personal and team improvement.
• Technology Adoption: Stay current with new software releases, troubleshoot technical issues, and provide feedback to product teams to enhance user experience.
• Client Advocacy: Act as the voice of the customer in internal meetings, ensuring that client needs and pain points are represented in product roadmaps and service enhancements.
• Strategic Insight: Participate in quarterly business reviews, offering data‑backed recommendations that influence strategic decisions and service enhancements.
• Emergency Response: Manage urgent escalations during peak hours, ensuring rapid resolution and maintaining high customer satisfaction.

Essential Qualifications

• Minimum of 2 years’ experience in a call center or customer service environment, preferably within the healthcare, insurance, or legal sectors.
• Exceptional verbal and written communication skills in English, with the ability to translate complex information into clear, concise guidance.
• Proficiency with customer service software such as brighthush or similar and a strong aptitude for learning new platforms.
• Demonstrated ability to manage time effectively, multitask, and meet daily performance metrics in a fast‑paced setting.
• High school diploma or equivalent; a bachelor’s degree in a related field is a plus.
• Reliable high‑speed internet connection and a quiet, private workspace suitable for confidential conversations.
• Empathy, patience, and a genuine customer‑first mindset, with a passion for helping people navigate healthcare challenges.
• Strong analytical skills, with the ability to interpret data and translate findings into actionable improvements.
• Experience with CRM systems and data entry tools, ensuring accuracy and compliance.
• Ability to work independently while maintaining alignment with team goals and company values.

Preferred Qualifications

• Experience in the healthcare claims or benefits industry, including familiarity with HIPAA regulations and payer processes.
• Previous exposure to claim recovery workflows or benefit plan administration.
• Knowledge of medical terminology and insurance policy structures.
• Multilingual capabilities, especially Spanish, to serve a diverse client base.
• Certifications in customer service, healthcare administration, or related fields.
• Experience with data visualization tools (e.g., Tableau, Power BI) to analyze performance metrics.
• Background in project management or process improvement methodologies (e.g., Six Sigma, Lean).

Skills & Competencies

• Active Listening: Quickly grasp client needs and respond with tailored solutions.
• Problem‑Solving: Analytical mindset to troubleshoot issues and propose effective, scalable solutions.
• Adaptability: Thrive in a dynamic environment with shifting priorities and evolving technologies.
• Attention to Detail: Precision in data entry and documentation to maintain compliance and quality.
• Team Collaboration: Willingness to share insights, support colleagues, and contribute to collective success.
• Technology Savvy: Comfortable learning new software tools and adapting to evolving tech stacks.
• Customer‑Centric Mindset: Consistently prioritize the client experience in every interaction.
• Time Management: Ability to juggle multiple tasks while meeting strict deadlines.
• Communication: Clear, concise, and professional communication across all channels.
• Resilience: Maintain composure under pressure and handle challenging situations with grace.

Career Growth & Learning Opportunities

At brighthush, we’re committed to nurturing talent from the ground up. As a Senior Remote Healthcare Customer Support Specialist, you’ll have access to:

• Structured onboarding and mentorship programs that accelerate your learning curve.
• Regular training sessions on industry trends, emerging technologies, and regulatory updates.
• Clear career pathways to roles such as Senior Customer Support Specialist, Team Lead, Claims Analyst, or even Product Management.
• Cross‑departmental projects that broaden your skill set and expose you to different facets of the business.
• Annual performance reviews with actionable feedback and goal‑setting to keep you on a trajectory of growth.
• Access to a digital library of courses, webinars, and certifications that support your professional development.
• Opportunities to lead initiatives, such as process improvement projects or customer experience enhancements.
• Participation in industry conferences, webinars, and professional associations to expand your network.

Work Environment & Company Culture

Even though you’ll be working remotely, you’ll feel deeply connected to the brighthush community through:

• Weekly virtual team huddles and monthly all‑hands meetings to share updates and celebrate wins.
• Open‑door communication channels with leadership and peers, fostering transparency and collaboration.
• Access to a digital resource hub containing best practices, SOPs, knowledge bases, and learning modules.
• Recognition programs that celebrate individual and team achievements, from “Employee of the Month” to “Innovation Champion.”
• Flexible scheduling options within the core shift to accommodate personal commitments and promote work‑life balance.
• A supportive peer network that encourages knowledge sharing, mentorship, and continuous improvement.
• Regular virtual social events, such as coffee chats, game nights, and wellness challenges, to build camaraderie.
• Clear career development conversations with managers to align your goals with company objectives.

Compensation & Benefits

We offer a competitive salary that reflects your experience and performance, starting at USD 47,000 per year. In addition to base pay, you’ll enjoy a comprehensive benefits package designed to support your health, well‑being, and future:

• Health, dental, and vision insurance plans with a range of provider options.
• 401(k) retirement plan with company match to help you build long‑term wealth.
• Paid time off (PTO), sick leave, and a holiday schedule that respects your personal life.
• Professional development stipend for courses, certifications, or conferences that advance your career.
• Employee wellness programs, including virtual fitness classes, mental health resources, and mindfulness sessions.
• Technology stipend to support your home office setup, ensuring you have the tools you need to excel.
• Employee assistance program (EAP) offering confidential counseling and support services.
• Annual bonus potential tied to company and individual performance metrics.
• Flexible work arrangements and a supportive remote work culture.

How to Apply

Ready to make a difference in the healthcare industry while enjoying the flexibility of remote work? Click the link below to submit your application and join the brighthush team.

Apply to This Job

Frequently Asked Questions

• What does a typical day look like? Your day will involve handling inbound calls, resolving complex inquiries, collaborating with cross‑functional teams, and contributing to continuous improvement initiatives. You’ll also have time for training, data analysis, and mentorship activities.
• Is this role truly remote? Yes, you can work from anywhere in the United States as long as you have a reliable high‑speed internet connection and a quiet workspace.
• What training will I receive? You’ll undergo a comprehensive onboarding program, receive ongoing training on industry regulations, product updates, and soft‑skill development.
• How is performance measured? Key metrics include average handle time, first‑contact resolution, customer satisfaction scores, and adherence to quality standards.
• What growth opportunities exist? You can progress to senior specialist roles, team lead positions, claims analyst roles, or product management tracks, depending on your interests and performance.

Closing Statement

At brighthush, your role as a Senior Remote Healthcare Customer Support Specialist is more than answering calls—it’s about building trust, resolving challenges, and ensuring that every client feels heard and supported. If you’re passionate about delivering top‑tier service, thrive in a collaborative environment, and are eager to grow your career in healthcare, we want to hear from you. Join us and help shape the future of claim recovery and benefit advocacy.