Senior Travel Claims Examiner & Customer Experience Lead – Driving Frontline Claims Excellence, Process Innovation, and Global Travel Insurance Support at brighthush

About brighthush – Empowering Travelers with Seamless Protection

brighthush is a trailblazer in the travel insurance arena, redefining how travelers experience safety and support across the globe. Our mission is simple yet profound: to give adventurers the confidence that every journey—whether a weekend getaway or a multi‑continent expedition—is safeguarded by a seamless, customer‑centric insurance experience. By marrying cutting‑edge technology, data‑driven insights, and an unwavering passion for service excellence, we empower our team to deliver white‑glove support to every claimant and partner. If you thrive in a fast‑paced, high‑impact environment and want to make a tangible difference in people’s lives, brighthush is the place for you.

Why brighthush is the Ideal Place to Grow Your Career

At brighthush, we’re more than a company—we’re a community of innovators, problem‑solvers, and customer‑advocates. Here’s what makes us stand out:

• Innovation at Scale: Experiment with new tools, processes, and ideas that directly impact millions of travelers worldwide.
• Autonomy & Ownership: Own your work, set your priorities, and see the direct impact of your contributions.
• Continuous Learning: Access to mentorship, training, and cross‑functional projects that accelerate your professional growth.
• Diversity & Inclusion: A culture that celebrates authentic voices and fosters belonging for everyone.
• Global Reach: Work with a truly international team and serve customers across continents.

Your Impact as a Senior Travel Claims Examiner & Customer Experience Lead

In this pivotal role, you will be the first point of contact for claimants and suppliers, ensuring that every claim is processed accurately, efficiently, and with the highest level of customer care. Your expertise will shape the customer journey, drive process excellence, and elevate the overall experience for travelers and partners alike. You will also act as a catalyst for continuous improvement, translating frontline insights into actionable enhancements that streamline operations and elevate service quality.

Key Responsibilities

• Claims Processing Excellence: Independently review, evaluate, and process travel claims in accordance with company policies and regulatory requirements, ensuring timely resolution.
• Customer Interaction Mastery: Handle inbound and outbound calls, emails, and chat inquiries with professionalism, empathy, and clarity, turning every interaction into a positive brand experience.
• Information Gathering & Verification: Collect essential claim details, verify coverage eligibility, and document findings in our claims management system with meticulous accuracy.
• Quality & Compliance Assurance: Maintain strict adherence to HIPAA, data privacy, and internal audit standards, safeguarding sensitive information.
• Performance Excellence: Meet or exceed established metrics for claim volume, accuracy, and customer satisfaction, driving operational efficiency.
• Cross‑Functional Collaboration: Work closely with underwriting, billing, and supplier teams to resolve complex issues and streamline processes.
• Continuous Improvement Champion: Identify bottlenecks, propose solutions, and participate in process optimization initiatives that reduce cycle time and improve quality.
• Knowledge Sharing: Mentor junior examiners and contribute to best‑practice documentation, fostering a culture of learning.
• Data Analysis: Generate reports on claim trends, customer feedback, and process metrics to inform strategic decisions and identify improvement opportunities.
• Stakeholder Communication: Provide clear updates to internal stakeholders and external partners regarding claim status and resolution, ensuring transparency.

Essential Qualifications

• High school diploma or equivalent; associate’s degree preferred.
• Minimum of 2–3 years of experience in claims processing, customer service, or a related field.
• Strong analytical skills with the ability to read, interpret, and apply complex policy documents.
• Excellent verbal and written communication skills, with a customer‑first mindset.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and experience with claims management software.
• Demonstrated ability to work independently while following established guidelines.
• Effective time‑management and organizational skills to handle multiple tasks simultaneously.
• Problem‑solving aptitude and a proactive approach to issue resolution.
• Experience in a fast‑paced, team‑based environment.
• Knowledge of HIPAA and data privacy regulations is a plus.

Preferred Qualifications

• Experience in the travel insurance or broader insurance industry.
• Familiarity with claims adjudication tools and workflow automation.
• Multilingual capabilities to serve a diverse customer base.
• Previous exposure to supplier relationship management.
• Certification in customer service or claims management.
• Experience with data analytics or reporting tools.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strong analytical and critical‑thinking abilities.
• Excellent communication and interpersonal skills.
• Adaptability and resilience in a dynamic environment.
• Team collaboration and cross‑functional coordination.
• Attention to detail and commitment to accuracy.
• Tech‑savvy with a willingness to learn new systems and tools.
• Leadership potential and the ability to mentor others.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Travel Claims Examiner & Customer Experience Lead, you can progress to:

• Senior Claims Examiner or Claims Lead – overseeing a team of examiners and driving process improvements.
• Claims Operations Manager – managing end‑to‑end claims workflows and strategic initiatives.
• Customer Experience Lead – shaping the overall customer journey across all touchpoints.
• Product Specialist – developing new travel insurance products and policy enhancements.
• Director of Claims Operations – leading the global claims strategy and execution.

We also offer continuous learning through:

• On‑the‑job training and mentorship programs.
• Access to industry conferences, webinars, and certifications.
• Internal knowledge‑sharing sessions and cross‑departmental projects.
• Leadership development tracks for high‑potential employees.
• Regular performance reviews with personalized development plans.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and empowerment. Our teams work in a hybrid setting, combining the flexibility of remote work with the camaraderie of in‑office collaboration. We celebrate successes, learn from challenges, and continuously refine our processes to better serve our customers. Our core values—innovation, integrity, and impact—guide every decision and interaction. You’ll find a supportive environment where ideas are welcomed, feedback is constructive, and growth is a shared priority.

Compensation & Benefits

We offer a competitive hourly rate ranging from $16.00 to $21.00, commensurate with experience and performance. In addition to base pay, you’ll enjoy:

• Health Benefits: Comprehensive medical, dental, vision, life, and disability insurance.
• Financial Wellness: Employee Stock Purchase Plan (ESPP), 401(k) with company match, student loan assistance, and tuition reimbursement.
• Mental Health & Wellness: Free mental health services, counseling, and wellness programs.
• Paid Time Off: Generous PTO, holidays, and flexible scheduling.
• Discounts & Perks: Preferred partner discounts on travel, entertainment, and everyday purchases.
• Professional Development: Reimbursement for industry certifications and training courses.
• Additional benefits may vary by location and are subject to eligibility criteria.

How to Apply

Ready to bring your expertise to brighthush and help travelers worldwide feel protected and supported? Click the link below to submit your application and join a team that values your contributions, fosters growth, and celebrates success.

Apply to this role at brighthush

Equal Opportunity Employer

brighthush is proud to be an Equal Opportunity Employer. We celebrate diversity, inclusion, and belonging, and we encourage candidates from all backgrounds to apply. Our commitment to “The Power to Be Yourself” drives us to create an environment where every voice is heard and every individual can thrive.

Recruiting Vendor Disclosure

brighthush does not accept unsolicited resumes from external recruiters, recruitment vendors, or employment agencies without a valid written agreement and prior authorization. All unsolicited submissions become the property of brighthush, and no fees will be paid for such submissions. For more information, visit our careers page.