Senior Remote Insurance Customer Support Associate – Broker Liaison, Claims & Enrollment Specialist – Healthcare Insurance Lifecycle Champion – Full‑Time, United States – brighthush

About brighthush: Pioneering the Future of Healthcare Insurance Support

In today’s rapidly evolving healthcare landscape, brighthush stands at the intersection of technology, empathy, and expertise. We are a global customer‑experience powerhouse that empowers external brokers and their clients to navigate the labyrinth of insurance benefits, claims, enrollment, and billing with confidence and clarity. Our mission is simple yet profound: to transform every interaction into a moment of trust, insight, and empowerment.

We blend human empathy with cutting‑edge AI, data analytics, and omnichannel support to deliver seamless, personalized interactions that drive satisfaction and loyalty. Whether you’re a broker looking for a reliable partner or a member seeking clarity on benefits, brighthush is the bridge that turns complexity into confidence.

Why This Role Matters

We’re expanding our remote support team and looking for a dedicated Insurance Customer Support Associate who thrives in a fast‑paced environment, enjoys building relationships with brokers, and is passionate about solving intricate insurance challenges. This role offers you a platform to make a real impact while growing your career from anywhere in the United States.

As a key member of the brighthush support ecosystem, you will be the first point of contact for brokers and members alike, ensuring that every question is answered, every claim is processed, and every enrollment is completed smoothly. Your work will directly influence broker satisfaction, member retention, and ultimately the success of our partners in the healthcare insurance market.

Key Responsibilities

Issue Resolution & Escalation Management

• Identify, analyze, and resolve complex broker, group, or member‑related issues across all lines of business, including benefits, claims, enrollment, and billing.
• Act as the first line of defense, ensuring that every concern is addressed promptly and accurately.
• Document root causes and resolution steps in our CRM to build a knowledge base for future reference.
• Collaborate with cross‑functional teams to ensure that escalated issues are resolved in a timely manner and that lessons learned are shared across the organization.
• Maintain a proactive follow‑up schedule to confirm that solutions are effective and that brokers or members are satisfied.

Broker Relationship Builder

• Engage directly with external brokers to establish rapport, build confidence in our healthcare insurance solutions, and become a trusted advisor throughout the sales cycle.
• Listen actively, empathize, and provide actionable insights that help brokers close deals and retain clients.
• Coordinate with sales and product teams to relay broker feedback and influence product enhancements.
• Maintain a proactive outreach cadence, ensuring that brokers feel supported and informed at every stage of their journey.
• Track broker performance metrics and identify opportunities for upsell or cross‑sell based on their portfolio needs.

Concierge‑Level Support

• Provide proactive, high‑quality assistance to brokers, ensuring they have the resources and information needed to successfully sell our products in their markets.
• Deliver pre‑sales support, post‑sale follow‑up, and ongoing education through webinars, one‑on‑one coaching, and curated content.
• Track engagement metrics and adjust outreach strategies to maximize broker satisfaction.
• Act as a subject matter expert for new product launches, policy updates, and regulatory changes.
• Develop and maintain a library of best‑practice guides that brokers can access on‑demand.

Process Improvement Initiatives

• Collaborate with cross‑functional teams to identify bottlenecks, propose solutions, and implement best practices that enhance the overall customer journey.
• Leverage data analytics to measure the impact of process changes and iterate quickly.
• Champion a culture of continuous improvement by sharing lessons learned in team meetings and knowledge‑sharing sessions.
• Document process changes and update internal SOPs to ensure consistency across the support organization.
• Lead pilot projects that test new tools or workflows, measuring ROI and scalability.

Data Accuracy & Documentation

• Maintain meticulous records of interactions, resolutions, and follow‑up actions in our CRM system.
• Ensure data integrity and compliance with regulatory standards such as HIPAA, ACA, and state‑specific mandates.
• Generate regular reports for management to track performance, trends, and opportunities for improvement.
• Participate in quarterly data quality reviews to uphold the highest standards of accuracy.
• Advise on data governance policies and help enforce best practices across the organization.

Continuous Learning & Knowledge Sharing

• Stay up‑to‑date on product updates, industry trends, and regulatory changes.
• Share insights with teammates to elevate collective expertise.
• Participate in monthly knowledge‑sharing workshops and contribute to the internal knowledge base.
• Mentor new hires and help them acclimate to the brighthush culture and processes.
• Champion learning initiatives that align with the evolving needs of brokers and members.

Essential Qualifications

• Minimum of 1 year of customer service experience, preferably in insurance or a related field.
• High school diploma or equivalent; associate’s degree or higher is a plus.
• Demonstrated ability to recognize and solve mid‑to‑high level customer service issues with a solution‑oriented mindset.
• Proficient computer skills, including experience with CRM platforms, Microsoft Office Suite, and data entry.
• Strong verbal and written communication skills in English; additional language proficiency is an advantage.
• Self‑motivated, detail‑oriented, and capable of working independently in a remote setting.
• Experience with remote collaboration tools such as Zoom, Teams, or Slack.
• Basic understanding of healthcare insurance terminology and processes.

Preferred Qualifications

• Experience working with external brokers or in a B2B sales support capacity.
• Knowledge of healthcare insurance products, benefits administration, or claims processing.
• Familiarity with compliance regulations such as HIPAA, ACA, or state‑specific insurance mandates.
• Previous exposure to remote work environments and virtual collaboration tools.
• Proactive learning mindset and a passion for continuous improvement.
• Experience with data analytics tools or reporting dashboards.

Core Skills & Competencies

• Customer‑Centric Mindset – Empathy, active listening, and a genuine desire to help clients succeed.
• Problem‑Solving – Analytical thinking, root cause analysis, and creative solution development.
• Communication – Clear, concise, and persuasive written and verbal communication tailored to diverse audiences.
• Technical Proficiency – Comfortable navigating multiple software platforms, troubleshooting technical issues, and leveraging data to inform decisions.
• Time Management – Ability to prioritize tasks, meet deadlines, and manage multiple concurrent cases efficiently.
• Team Collaboration – Willingness to share knowledge, support peers, and contribute to a positive, inclusive culture.
• Adaptability – Thrives in a fast‑moving environment and embraces change with enthusiasm.

Career Growth & Learning Opportunities

At brighthush, we view every team member as a valuable asset and invest heavily in their professional development. As an Insurance Customer Support Associate, you will:

• Access a curated library of over 1,000 free courses covering topics from advanced insurance concepts to leadership and communication skills.
• Participate in mentorship programs that pair you with seasoned experts across the organization.
• Earn performance‑based bonuses that reward your dedication and impact.
• Advance to senior support roles, team lead positions, or specialized tracks such as Claims Analysis, Enrollment Strategy, or Product Management.
• Benefit from tuition reimbursement for accredited courses and certifications that align with your career goals.
• Attend quarterly innovation workshops where you can propose new ideas for product or process enhancements.
• Receive regular career coaching sessions to map out your growth trajectory within brighthush.
• Participate in cross‑functional projects that broaden your skill set and expose you to new business areas.

Work Environment & Culture at brighthush

We pride ourselves on fostering an inclusive, collaborative, and innovative workplace, even in a remote setting. Key cultural pillars include:

• Community & Giving Back – We encourage volunteerism and community engagement, offering paid volunteer days and partnering with local charities.
• Curiosity & Lifelong Learning – Our global team is made up of curious lifelong learners who thrive on exploring new ideas and sharing knowledge.
• Health & Wellness – Comprehensive health plans, wellness incentives, and mental health resources are available to support your overall well‑being.
• Transparent Communication – Regular town‑halls, open‑door policies, and real‑time feedback loops keep everyone informed and engaged.
• Flexibility & Autonomy – As a remote role, you’ll enjoy flexible scheduling, a results‑oriented work style, and the freedom to design your workspace.
• Recognition & Celebration – Monthly shout‑outs, peer‑to‑peer recognition, and annual awards celebrate individual and team achievements.
• Innovation & Creativity – We empower employees to experiment, iterate, and bring fresh ideas to life.

Compensation & Benefits

While specific figures vary by role and experience, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with experience and market standards.
• Performance bonus opportunities that reward exceptional service and impact.
• Paid Time Off (PTO) policy that supports work‑life balance.
• Health, dental, and vision insurance plans with employer contributions.
• Tuition reimbursement for relevant courses and certifications.
• Wellness incentives such as gym memberships, meditation apps, or wellness stipends.
• Individualized coaching and webcam‑enabled engagement sessions to support professional growth.
• Annual stipend for home office equipment and high‑speed internet.
• Access to a company‑wide wellness program that includes virtual fitness classes, mindfulness sessions, and health coaching.
• Employee stock‑option or equity participation plan to share in the company’s success.

Why Join brighthush?

Choosing brighthush means becoming part of a forward‑thinking organization that values human connection, technological innovation, and social responsibility. You’ll:

• Work with a global team of experts who are passionate about transforming customer experience.
• Play a pivotal role in shaping the way brokers and members interact with healthcare insurance.
• Enjoy a remote work model that offers flexibility, autonomy, and a healthy work‑life balance.
• Benefit from a culture that rewards curiosity, continuous learning, and community impact.
• Advance your career through structured development programs, mentorship, and performance‑based incentives.
• Contribute to a mission that directly improves the lives of thousands of people by making healthcare coverage clearer and more accessible.
• Be part of a company that celebrates diversity, inclusion, and the unique perspectives each team member brings.

Ready to Make an Impact?

If you’re ready to bring your customer‑service expertise, problem‑solving skills, and passion for healthcare insurance to a dynamic, remote team, we want to hear from you. Apply today and help brighthush redefine the future of customer experience in the insurance industry.

Apply to this role at brighthush now!