Veteran-Centric Customer Service Representative – Multi-Channel Support, Claims Processing & Appointment Coordination Specialist

About brighthush

At brighthush, we are dedicated to delivering exceptional care and support to our nation’s veterans. Our mission is to bridge the gap between veterans and the healthcare services they deserve by providing reliable, compassionate, and efficient customer service. With a focus on innovation, integrity, and inclusiveness, brighthush has become a trusted partner in the veteran care ecosystem, ensuring that every call, chat, and email is handled with the utmost professionalism and empathy.

Role Overview

As a Veteran-Centric Customer Service Representative, you will be the frontline advocate for veterans seeking medical and behavioral health services. Working in a fast-paced contact center, you will handle inbound calls, chat messages, and emails related to authorizations, provider status, claims, and appointment scheduling. Your ability to resolve inquiries on the first interaction, while safeguarding sensitive health information, will directly impact the quality of care veterans receive.

Key Responsibilities

• Multi-Channel Engagement: Manage a high volume of inbound calls, chat messages, and emails from VA medical center staff, providers, and veterans, ensuring timely and accurate responses.
• Claims & Eligibility Support: Accurately assess and process requests for authorizations, claims status, and eligibility verification, using brighthush’s Customer Relationship Management systems and the VA’s HSRM platforms.
• Appointment Coordination: In select markets, proactively schedule appointments for veterans through outbound calls, coordinating with providers and ensuring seamless transitions.
• Data Management: Record all interactions, preferences, and follow-up actions in brighthush’s CRM and portal, maintaining meticulous documentation for audit and quality purposes.
• First Call Resolution: Strive to resolve veteran and provider inquiries on the first interaction, escalating only when necessary and following established protocols.
• HIPAA Compliance: Protect the privacy of Protected Health Information (PHI) by adhering to HIPAA regulations and internal security policies.
• Performance Metrics: Meet or exceed call volume, chat volume, schedule adherence, quality, and productivity standards set by the department.
• Continuous Improvement: Participate in cross-training, employee development, and flexible assignments to support business needs and enhance service delivery.
• Team Collaboration: Work closely with peers, supervisors, and cross-functional teams to share best practices and drive collective success.

Essential Qualifications

• High school diploma or GED.
• Minimum of one year of customer service experience with measurable performance metrics.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and internet research.
• Strong verbal and written communication skills.
• Ability to handle high-intensity, fast-paced environments while maintaining accuracy.
• Commitment to confidentiality and compliance with HIPAA regulations.

Preferred Qualifications

• Experience in the healthcare industry, including knowledge of health services and claims processing.
• Prior contact center experience with call and chat messaging.
• Military background or familiarity with veteran service delivery.
• Experience with CRM systems and data entry in a multi-system environment.

Skills & Competencies

• Technical Proficiency: Data entry, CRM navigation, and multi-system Microsoft environment.
• Team Building: Positive influence, collaboration, and commitment to group success.
• Organizational Skills: Prioritization, time management, and detail orientation.
• Information Management: Ability to synthesize complex information and communicate clearly.
• High-Intensity Adaptability: Maintain focus and workflow control under pressure.
• Empathy & Customer Service: Active listening, patience, and respect for diverse perspectives.
• Flexibility & Resilience: Adapt to changing situations while maintaining purpose.
• Communication: Persuasive influence, critical listening, and collaborative problem-solving.
• Commitment to Task: Adherence to policies, high motivation, and accountability.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering professional development. As a Customer Service Representative, you will have access to:

• Structured onboarding and mentorship programs.
• Cross-training across various service lines, including claims, eligibility, and provider relations.
• Leadership development workshops and certification courses.
• Opportunities to transition into specialized roles such as Claims Analyst, Provider Relations Specialist, or Quality Assurance Lead.
• Participation in innovation projects that shape the future of veteran care.

Work Environment & Company Culture

brighthush offers a supportive, inclusive, and collaborative work environment. Key cultural pillars include:

• Respect for work-life balance with flexible scheduling and remote work options.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard.
• Recognition programs that celebrate achievements and milestones.
• Open communication channels between leadership and staff.
• Community engagement initiatives that give back to veterans and their families.

Compensation, Perks, and Benefits

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

• Base salary commensurate with industry standards.
• Performance-based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with employer match.
• Paid time off, holidays, and flexible leave options.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs and mental health resources.
• Technology stipend for remote work setup.

How to Apply

If you are passionate about serving veterans and thrive in a dynamic, customer-focused environment, we invite you to join the brighthush team. Submit your application through the link below and take the first step toward making a meaningful impact.

Apply to this position at brighthush

Closing Statement

At brighthush, we are more than a contact center; we are a community of dedicated professionals committed to honoring the service of our veterans. Your expertise, empathy, and drive for excellence will help us deliver the highest standard of care. Join us and become a vital part of a mission that transforms lives and upholds the promise of support for those who have given so much. We look forward to welcoming you aboard.