Senior Remote Medicaid Call Center Customer Service Representative – Tier 1 Support Specialist for Iowa | Full‑Time, Competitive Pay, Comprehensive Benefits, Career Growth Opportunities at brighthush

Welcome to brighthush: Empowering Communities Through Exceptional Service

brighthush is a pioneering public‑sector partner that redefines how state and federal programs connect with the people they serve. With a deep focus on Medicaid, child welfare, and other essential services, we empower millions of families across the United States to navigate complex benefit systems with confidence and clarity. Our remote workforce is built on a foundation of empathy, innovation, and a relentless commitment to quality. If you thrive in a fast‑paced environment, love helping people, and want to make a measurable impact from the comfort of your own home, brighthush is the place for you.

Why brighthush is the Ideal Place to Grow Your Career

• Impact at Scale – Every call you handle directly influences a Medicaid recipient’s access to vital health services.
• Growth Mindset – We invest in continuous learning, from on‑the‑job training to leadership development programs.
• Inclusive Culture – Diversity, equity, and inclusion are woven into every aspect of our workplace.
• Competitive Compensation – Starting at $18.00 per hour with potential for bonuses and incentives.
• Comprehensive Benefits – Health, dental, vision, life, disability, retirement, paid time off, and more.
• Work‑Life Balance – Full‑time schedule with predictable hours and remote flexibility.

Role Overview

As a Tier 1 Medicaid Member Support Representative, you will be the first point of contact for Iowa Medicaid program recipients and affiliates. Your primary responsibility is to provide clear, accurate, and empathetic assistance over the phone, ensuring that every caller feels heard and guided toward the resources they need. You will work closely with a team of dedicated professionals to maintain high service standards and continuously improve call handling skills.

Key Responsibilities

• Serve as the initial point of contact for inquiries from potential and existing Iowa Medicaid recipients.
• Conduct one‑to‑one telephone interactions, offering personalized support and guidance.
• Accurately document enrollment requests, status changes, and other relevant data in our web‑based system.
• Maintain up‑to‑date knowledge of Iowa Medicaid rules, guidelines, and related program policies.
• Provide clear, complete, and objective information based on a thorough understanding of program requirements.
• Adhere to quality monitoring processes and continuously improve call handling skills.
• Collaborate with team members and supervisors to resolve complex issues and share best practices.
• Follow break and lunch schedules to ensure consistent coverage and service quality.
• Participate in regular training sessions, performance reviews, and quality assurance meetings.
• Support the implementation of new policies, procedures, and technology upgrades.

Essential Qualifications

• High School diploma or GED required.
• Basic understanding of a call center environment and quality monitoring processes.
• Strong problem‑solving skills with the ability to analyze situations and provide effective solutions.
• Excellent communication skills, both verbal and written, with a keen eye for detail.
• Proficiency in navigating computer systems and entering data accurately.
• Ability to work with diverse populations and demonstrate cultural sensitivity.
• Reliable internet access and a quiet workspace suitable for remote work.
• Must reside within one hour of Des Moines, Iowa.
• Background check clearance required.

Preferred Qualifications

• Experience in a customer service or call center role, preferably in a public‑sector or healthcare setting.
• Knowledge of Medicaid or other government benefit programs.
• Previous experience with web‑based case management or CRM systems.
• Demonstrated ability to meet or exceed performance metrics and quality standards.
• Strong typing speed and accuracy.
• Experience working remotely with self‑discipline and time‑management skills.

Skills & Competencies

• Customer‑Centric Mindset – Always put the caller’s needs first.
• Empathy & Patience – Handle sensitive situations with grace.
• Analytical Thinking – Quickly assess problems and identify solutions.
• Attention to Detail – Ensure data accuracy and compliance with policies.
• Team Collaboration – Share knowledge and support colleagues.
• Adaptability – Thrive in a dynamic environment with evolving procedures.
• Technical Proficiency – Comfortable using computers, software, and web portals.

Career Growth & Learning Opportunities

At brighthush, we believe that every employee has the potential to grow. As a Tier 1 Representative, you’ll have access to:

• Structured onboarding and paid training that covers all aspects of the role.
• Mentorship programs pairing you with experienced supervisors.
• Cross‑training in Tier 2 and Tier 3 support, allowing you to broaden your skill set.
• Leadership development tracks for those interested in supervisory or managerial roles.
• Continuous learning through webinars, workshops, and access to industry certifications.
• Opportunities to contribute to process improvement initiatives and share innovative ideas.

Work Environment & Culture at brighthush

Our remote workforce is united by a shared commitment to excellence and service. We foster a culture that:

• Values open communication and transparency.
• Encourages innovation and creative problem‑solving.
• Supports work‑life balance with flexible scheduling and remote options.
• Celebrates achievements through recognition programs and employee spotlights.
• Promotes health and well‑being with wellness resources and mental health support.
• Provides a collaborative environment where every voice is heard and valued.

Compensation, Perks, and Benefits

• Base Pay – $18.00 per hour, paid bi‑weekly.
• Performance Bonuses – Eligible for incentive programs based on call quality and productivity.
• Paid Training – All training costs covered, including equipment provision.
• Full Benefits Package – Health, dental, vision, life, disability, and retirement plans available from day one.
• Paid Time Off – Generous PTO, holidays, and sick leave.
• Employee Discount Program – Access to discounts on a wide range of products and services.
• Wellness Resources – Mental health support, fitness memberships, and wellness challenges.
• Technology Stipend – Monthly allowance to maintain a high‑quality home office setup.
• Professional Development Allowance – Annual budget for courses, certifications, and conferences.

How to Apply

If you’re ready to join a forward‑thinking organization that values your contributions and supports your professional growth, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you’re the ideal candidate for this role. Our hiring team will review your application promptly and contact you for the next steps.

At brighthush, we celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants from all backgrounds and encourage those who need reasonable accommodations to apply.

Take the next step in your career and help us make a lasting impact on the lives of Iowa’s Medicaid recipients. We look forward to welcoming you to the brighthush family!