Senior TPV Customer Service Representative – Independent Verification Specialist for Medicare Enrollment – Join brighthush

About brighthush

brighthush is at the forefront of the health‑insurance revolution, blending cutting‑edge technology with a people‑first philosophy to protect the health and futures of millions of Americans. In an era where the Medicare landscape is constantly evolving, brighthush stands out by delivering transparent, compliant, and compassionate service that empowers seniors and their families to make confident, informed decisions about their coverage. Our mission is simple yet powerful: to eliminate confusion, eliminate pressure, and ensure that every consumer receives the Medicare plan that truly fits their needs.

Position Overview

We are looking for a meticulous, empathetic, and highly organized TPV Customer Service Representative to become the critical independent checkpoint between licensed agents and the final enrollment submission. In this non‑sales role, you will verify that each consumer fully understands the plan they have chosen, is ready to enroll, and has provided clear, voluntary consent before the application proceeds. Your work safeguards consumer rights, maintains regulatory compliance, and upholds the integrity of the Medicare enrollment process.

Key Responsibilities

• Conduct Verification Calls: Execute recorded, scripted verification calls with consumers, following approved TPV scripts word for word to maintain consistency, compliance, and a high standard of customer experience.
• Authenticate Identity: Confirm consumer identity and required demographic and eligibility details before proceeding with any enrollment, ensuring data accuracy and protecting against fraud.
• Educate & Confirm: Verify that the consumer understands the selected plan, effective date, and key plan elements as outlined in the script, clarifying any questions and reinforcing the consumer’s knowledge.
• Obtain Consent: Secure and document the consumer’s clear, voluntary consent to enroll, ensuring all regulatory requirements are met and that the consumer’s decision is fully informed.
• Identify Red Flags: Halt or fail a verification when a consumer is confused, hesitant, did not request the plan, or reports pressure or misleading statements, thereby protecting the consumer and the organization.
• Escalate Issues: Report suspected agent misconduct, consumer complaints, and potential fraud to Compliance on the same day, ensuring swift resolution and continuous improvement.
• Record Outcomes: Accurately log call outcomes, reason codes, and notes in the verification system, maintaining a reliable audit trail for quality and compliance purposes.
• Protect Sensitive Information: Safeguard consumer PHI and PII in line with HIPAA and brighthush privacy policies, ensuring confidentiality and data integrity.
• Meet Performance Targets: Achieve quality, accuracy, and productivity benchmarks set by the TPV Supervisor, contributing to the overall success of the verification program.
• Continuous Improvement: Participate in call calibration, quality reviews, and coaching sessions to refine skills, stay current with regulatory changes, and maintain high standards.
• Embrace Feedback: Remain coachable, open‑minded, and receptive to constructive feedback—because growth is part of our culture and the foundation of our success.

Essential Qualifications

• Minimum of 1 year of call center or customer service experience, preferably in a regulated environment.
• Typing speed of at least 35 words per minute with high accuracy, ensuring efficient documentation and data entry.
• Ability to read scripts verbatim in a clear, professional, and patient manner, maintaining consistency across all calls.
• Strong verbal communication skills, with the ability to convey complex information in an accessible way.
• Basic understanding of HIPAA, privacy regulations, and compliance best practices.

Preferred Qualifications

• Prior experience in TPV, quality assurance, or compliance call roles, demonstrating familiarity with verification processes.
• Background in Medicare, health insurance, or healthcare call centers, providing industry context and knowledge.
• Familiarity with Medicare Advantage, Part D, or ACA Marketplace terminology, enabling quick adaptation to scripts.
• Bilingual proficiency in English and Spanish (highly valued), expanding our reach to a broader customer base.
• Experience with CRM, dialer, and call recording platforms, ensuring seamless integration with our technology stack.
• Knowledge of data privacy laws and best practices for handling PHI and PII.

Key Skills & Competencies

• Attention to Detail: Ability to follow scripts precisely and capture nuanced information, ensuring compliance and data integrity.
• Communication: Clear, concise, and empathetic verbal communication skills that build trust and confidence with consumers.
• Analytical Thinking: Quick assessment of consumer intent and potential red flags, enabling timely escalation and resolution.
• Integrity & Ethics: Commitment to upholding compliance standards, protecting consumer interests, and maintaining the highest ethical standards.
• Adaptability: Comfortable working in a fast‑paced, evolving environment, adjusting to new scripts, regulations, and technology updates.
• Team Collaboration: Willingness to engage in coaching and calibration sessions, sharing insights and learning from peers.
• Time Management: Ability to balance multiple calls, documentation tasks, and quality metrics while maintaining accuracy.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional journey should be as rewarding as the service you provide. As a TPV Representative, you will:

• Gain in‑depth knowledge of Medicare products, regulatory frameworks, and the evolving compliance landscape.
• Develop expertise in compliance, quality assurance, and data integrity, positioning you for future leadership roles.
• Access continuous learning modules, webinars, and industry certifications that keep you at the cutting edge of the health‑insurance sector.
• Explore opportunities to transition into senior compliance roles, quality assurance leadership, or product training positions within brighthush.
• Receive mentorship from seasoned professionals who champion your growth and provide guidance on career advancement.
• Participate in cross‑functional projects that broaden your skill set and expose you to different aspects of the organization.

Work Environment & Culture

brighthush fosters a culture of transparency, collaboration, and innovation. Our remote‑first approach means you can work from anywhere while staying connected through:

• Weekly virtual team huddles and knowledge‑sharing sessions that keep everyone aligned and engaged.
• Real‑time collaboration tools and a supportive peer network that encourages teamwork and continuous improvement.
• Open communication channels with leadership and compliance teams, ensuring your voice is heard and your concerns are addressed.
• A commitment to work‑life balance, with flexible scheduling options that accommodate personal commitments and promote well‑being.
• Regular recognition programs that celebrate achievements, reinforce a positive culture, and motivate high performance.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive base salary complemented by:

• Performance‑based bonuses tied to quality and accuracy metrics, rewarding excellence and dedication.
• Comprehensive health, dental, and vision insurance plans that cover you and your family.
• 401(k) retirement plan with company match, helping you build a secure financial future.
• Paid time off, holidays, and sick leave, ensuring you have time to recharge and attend to personal matters.
• Employee wellness programs and mental health resources, supporting your overall well‑being.
• Professional development stipend and tuition reimbursement, encouraging continuous learning and skill enhancement.
• Employee referral bonuses and recognition programs that reward your contributions to our growth.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization that values integrity, innovation, and the well‑being of both our customers and employees. You’ll:

• Play a pivotal role in safeguarding consumer rights and ensuring compliance across the Medicare enrollment process.
• Work alongside passionate professionals dedicated to making a difference in the lives of seniors and their families.
• Enjoy a culture that celebrates achievements, encourages growth, and rewards hard work.
• Benefit from a supportive environment that prioritizes your personal and professional development.
• Contribute to a larger purpose—helping people navigate complex health‑insurance decisions with confidence and clarity.

How to Apply

Ready to make a meaningful impact? Submit your application through our careers portal or click the link below to join the brighthush team.

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Equal Opportunity Statement

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability, veteran status, or any other characteristic protected by law. brighthush will provide reasonable accommodations for qualified individuals with disabilities.