Senior Remote Insurance Customer Support Specialist – Global Broker Liaison & Healthcare Benefits Expert with Concierge‑Level Service Excellence, Driving CX Innovation at brighthush

About brighthush

brighthush has been a catalyst for transformative customer experience since 1982. What began as a boutique consulting practice has evolved into a global powerhouse that delivers end‑to‑end digital CX solutions to some of the world’s most respected brands. Our portfolio spans omnichannel engagement, data analytics, AI‑driven service platforms, and cloud‑native solutions that empower organizations to craft seamless, personalized interactions at every touchpoint.

Our mission is simple yet powerful: to help our clients build lasting relationships with their customers by marrying cutting‑edge technology, data‑driven insights, and an unwavering commitment to service excellence. Whether we’re streamlining a call center, launching a chatbot, or integrating a CRM, we do it with the same focus on quality, speed, and human connection.

As a remote‑first company, brighthush champions flexibility, diversity, and continuous learning. We believe the best ideas come from people who feel empowered to bring their whole selves to work, no matter where they are located. That’s why we’re excited to invite you to join our team as a Senior Remote Insurance Customer Support Specialist, where you’ll play a pivotal role in supporting our external broker partners and ensuring every member receives the highest level of care and support throughout their insurance journey.

Why This Role Matters

In the complex world of healthcare insurance, brokers serve as the essential bridge between our products and the people who need them. As a Senior Remote Insurance Customer Support Specialist, you will become the trusted advisor that brokers rely on to navigate enrollment, claims, billing, and benefits questions. Your expertise will directly influence broker confidence, member satisfaction, and ultimately the success of our insurance offerings.

This role is a unique blend of customer service, problem solving, and relationship building—perfect for someone who thrives in a fast‑paced, high‑impact environment. You’ll be the first line of defense for brokers and members alike, ensuring that every interaction reflects brighthush’s commitment to excellence.

Key Responsibilities

Issue Resolution & Escalation Management

• Identify, analyze, and resolve complex broker, group, or member issues related to benefits, claims, enrollment, and billing across all lines of business.
• Document root causes and resolution steps in our CRM, ensuring data integrity and compliance.
• Collaborate with cross‑functional teams (claims, billing, compliance) to expedite solutions.
• Maintain a knowledge base of common issues and best‑practice solutions for future reference.

Broker Relationship Builder

• Engage directly with external brokers, establishing rapport, building trust, and becoming the go‑to resource for all insurance‑related inquiries.
• Conduct regular check‑ins and feedback sessions to understand broker needs and pain points.
• Act as a liaison between brokers and internal stakeholders, translating broker concerns into actionable improvements.
• Represent brighthush at broker events, webinars, and industry conferences when required.

Concierge‑Level Support

• Deliver personalized, proactive assistance that exceeds broker expectations—anticipating needs, providing timely updates, and ensuring a smooth experience throughout the insurance lifecycle.
• Maintain a high level of professionalism and empathy, turning challenging situations into positive outcomes.
• Use data insights to offer tailored recommendations and solutions to brokers and members.

Process Improvement

• Collaborate with cross‑functional teams to identify bottlenecks, propose solutions, and implement best practices that enhance broker and member satisfaction.
• Track process metrics and recommend changes to improve efficiency and quality.
• Lead or participate in pilot projects that test new tools, workflows, or automation initiatives.

Knowledge Sharing

• Stay current on product updates, policy changes, and industry trends, and share insights with brokers and internal stakeholders.
• Develop and deliver training materials for brokers on new features and processes.
• Mentor junior support specialists, fostering a culture of continuous learning.

Performance Metrics

• Meet or exceed key performance indicators such as first‑contact resolution, response time, and broker satisfaction scores.
• Participate in continuous improvement initiatives to drive operational excellence.

Essential Qualifications

• Minimum of 5 years of experience in insurance customer support, broker liaison, or a related field.
• Deep understanding of healthcare benefits, enrollment processes, claims handling, and billing systems.
• Proven track record of managing complex escalations with a focus on resolution and customer satisfaction.
• Strong analytical skills with the ability to interpret data, identify trends, and recommend actionable improvements.
• Excellent written and verbal communication skills in English; additional languages are a plus.
• Proficiency with CRM platforms, knowledge bases, and collaboration tools (e.g., Salesforce, Zendesk, Slack).
• Self‑motivated, highly organized, and comfortable working independently in a remote environment.

Preferred Qualifications

• Experience with AI‑driven service platforms or chatbot integration.
• Background in data analytics or business intelligence.
• Previous leadership or mentorship experience within a customer support team.
• Familiarity with regulatory compliance standards in the healthcare industry (e.g., HIPAA, GDPR).

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strong problem‑solving abilities and a proactive approach to identifying solutions.
• Adaptability and resilience in a fast‑moving, dynamic environment.
• Collaborative spirit with the ability to influence cross‑functional stakeholders.
• High emotional intelligence and empathy when dealing with diverse broker and member needs.
• Time‑management skills to balance multiple priorities and meet deadlines.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Remote Insurance Customer Support Specialist, you will have the opportunity to:

• Progress into leadership roles such as Lead Broker Liaison, Customer Experience Manager, or Director of Support Services.
• Participate in cross‑departmental projects that shape the future of our CX platform.
• Access a comprehensive learning portal featuring courses on insurance regulations, data analytics, AI tools, and soft‑skill development.
• Earn certifications in relevant industry standards (e.g., Certified Insurance Counselor, Certified Customer Experience Professional).
• Attend global conferences, workshops, and webinars to stay ahead of industry trends.

Work Environment & Company Culture

brighthush is a remote‑first organization that values flexibility, inclusivity, and continuous improvement. Our culture is built on:

• Transparency: Open communication channels and regular town‑hall meetings keep everyone aligned.
• Collaboration: Cross‑functional teams work together to solve complex problems and innovate.
• Well‑being: We offer flexible work hours, mental health resources, and virtual wellness programs.
• Diversity & Inclusion: We celebrate diverse perspectives and foster an environment where everyone feels heard.
• Recognition: Outstanding contributions are celebrated through peer recognition, spot bonuses, and career‑advancement opportunities.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for senior insurance support roles.
• Performance‑based bonuses tied to key metrics such as first‑contact resolution and broker satisfaction.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off, parental leave, and flexible vacation policies.
• Professional development stipend and access to industry certifications.
• Technology stipend for home office setup and high‑speed internet.
• Employee assistance program and mental health support.

How to Apply

Ready to take the next step in your career and join a team that is redefining customer experience in the insurance industry? Click the button below to submit your application and become part of the brighthush family.

Apply for this job

Closing

At brighthush, we’re not just building technology; we’re building relationships that last a lifetime. If you’re passionate about delivering world‑class support, thrive in a remote setting, and want to make a tangible impact on broker and member experiences, we want to hear from you. Join us and help shape the future of insurance customer experience—one conversation at a time.