Senior Remote Member Care & Benefit Support Specialist – Driving Transparent Health Insurance Benefits, Outstanding Customer Service, and Member Empowerment at brighthush – Join Our Mission‑Driven Team

About brighthush

brighthush is more than a health‑insurance platform; it’s a movement that began in 2018 with a single, audacious promise: every member deserves crystal‑clear insight into their benefits, the confidence to navigate the healthcare maze, and the power to make choices that save money and improve health outcomes. By fusing state‑of‑the‑art technology with a people‑first philosophy, we have engineered a seamless, personalized experience that demystifies benefits, streamlines claims, and rewards members for staying healthy. With a rapidly expanding team of 201‑500 professionals, we are headquartered in the vibrant coastal community of Manhattan Beach, California, yet our fully remote, flexible model empowers talent to thrive wherever they choose to work.

Our mission is simple yet transformative: to reshape the U.S. healthcare landscape, one member at a time. When people truly understand their benefits and feel supported throughout their health journey, they can make choices that improve outcomes and reduce costs. That belief fuels everything we do—from product innovation to the culture we cultivate.

Why Join brighthush?

• Impact‑Driven Culture: Be part of a mission‑driven startup that is already making a tangible impact on millions of lives.
• Fully Remote Flexibility: Enjoy a fully remote work environment with flexible hours, allowing you to balance professional growth with personal well‑being.
• Competitive Compensation: Receive a market‑competitive base salary, performance‑based bonuses, and an equity package that lets you share in our success.
• Career Growth: Grow your career with continuous learning opportunities, mentorship, and clear advancement paths.
• Diverse & Collaborative Team: Work alongside a diverse, talented group that values innovation, resilience, and a customer‑centric mindset.
• Transparent & Inclusive: Participate in a culture that celebrates transparency, collaboration, and relentless focus on member value.

About the Role

As a Remote Member Care & Benefit Support Specialist, you will be the frontline advocate for our members, ensuring they understand their benefit amounts, plan details, and how to maximize savings. Your role will involve:

Key Responsibilities

• Multi‑channel Support: Handle inbound calls, live chats, and ticketing inquiries with professionalism and empathy, ensuring every member feels heard and valued.
• Benefit Education: Translate complex benefit structures, deductible calculations, and out‑of‑pocket costs into clear, concise language that empowers members to make informed decisions.
• Claims Assistance: Guide members through the claims process, troubleshoot discrepancies, and coordinate with internal teams to resolve issues swiftly and accurately.
• Relationship Building: Build rapport with members by actively listening, acknowledging concerns, and providing personalized solutions that reflect our commitment to member success.
• Record Management: Maintain accurate, detailed member records in our CRM, ensuring compliance with privacy regulations and data integrity.
• Process Improvement: Identify recurring issues, propose enhancements to SOPs, and collaborate with product and engineering teams to continuously improve the member experience.
• Team Collaboration: Participate in daily stand‑ups, knowledge sharing sessions, and cross‑functional projects to drive continuous improvement and innovation.
• Performance Metrics: Track and analyze key performance indicators such as first‑contact resolution, customer satisfaction scores, and response times, using insights to elevate service quality.

Essential Qualifications

• High school diploma or equivalent required; bachelor’s degree preferred.
• Minimum of 2 years of customer service experience, preferably in healthcare, insurance, or claims processing.
• Proficiency in using ticketing systems (e.g., Zendesk, Freshdesk) and chat platforms.
• Strong verbal and written communication skills in English; bilingual in Spanish is a significant advantage.
• Demonstrated ability to handle high‑volume, fast‑paced environments with composure and resilience.
• Excellent problem‑solving skills, with a keen eye for detail and a proactive mindset.
• Reliable, high‑speed internet connection and a quiet, distraction‑free workspace.
• Commitment to maintaining confidentiality and adhering to HIPAA and other privacy standards.
• Experience with data‑driven decision making and basic analytics tools (e.g., Excel, Google Sheets).

Preferred Qualifications

• Experience working in a startup or high‑growth environment, where agility and adaptability are essential.
• Familiarity with health insurance terminology, benefit calculators, and claim adjudication workflows.
• Previous exposure to remote work tools such as Slack, Teams, and Zoom.
• Knowledge of data privacy regulations and best practices for handling sensitive information.
• Track record of exceeding customer satisfaction metrics and contributing to process improvements.
• Experience mentoring or training junior team members.

Skills & Competencies

• Empathy & Active Listening: Ability to understand member concerns and respond with genuine care.
• Communication: Clear, concise articulation of complex information in both spoken and written form.
• Analytical Thinking: Ability to dissect problems, identify root causes, and devise effective solutions.
• Adaptability: Thrive in a dynamic environment with evolving policies and technologies.
• Team Player: Collaborate across departments, share insights, and support colleagues.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity during peak periods.
• Tech Savvy: Comfortable learning new tools quickly and troubleshooting basic technical issues.
• Customer‑Centric Mindset: Always put the member first, seeking to exceed expectations.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Member Care Specialist, you will have access to:

• Structured onboarding and a 4‑week paid training program that equips you with deep product knowledge and customer‑service excellence.
• Regular coaching sessions, performance reviews, and personalized development plans that align with your career aspirations.
• Cross‑functional projects that expose you to product, engineering, and data analytics teams, broadening your skill set.
• Mentorship from senior leaders who are passionate about your growth and success.
• Clear advancement paths to roles such as Senior Support Lead, Product Analyst, Customer Success Manager, or even leadership positions within the Member Care organization.
• Access to internal learning resources, industry conferences, and certifications that keep you at the forefront of health‑insurance innovation.

Work Environment & Culture

Our culture is built on transparency, collaboration, and a relentless focus on member value. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Remote work is not just a perk—it’s a core part of our operational philosophy, allowing you to balance professional growth with personal well‑being. We host virtual team‑building events, quarterly town halls, and informal “coffee chat” sessions to keep our community connected and engaged.

Compensation & Benefits

• Competitive Base Salary: Reflective of your experience and the value you bring to our team.
• Annual Bonus Opportunity: Performance‑based incentives aligned with company and individual goals.
• Equity Package: Share in the success of brighthush through stock options.
• Health Coverage: Medical insurance from day one, with 100% premium coverage for you and your dependents. Choose between an HSA‑eligible plan or a $0 deductible plan.
• Dental & Vision: 100% premium coverage for you; 80% for dependents.
• Retirement Plan: 401(k) with company match.
• Apply for this job