Bilingual (English/Spanish) Customer Service Representative II – Billing & Health Care Support Specialist at brighthush

About brighthush

brighthush is a leading provider of innovative health‑care solutions, dedicated to empowering patients and providers alike. With a mission to simplify complex medical processes, we bring clarity, compassion, and efficiency to every interaction. Our culture is built on collaboration, continuous learning, and a relentless focus on customer success. If you thrive in a fast‑paced, data‑driven environment and want to make a tangible difference in people’s lives, brighthush is the place for you.

Position Overview

As a Bilingual Customer Service Representative II at brighthush, you will be the frontline advocate for our members, guiding them through billing inquiries, resolving escalated issues, and ensuring they understand their health‑care plans. You will handle a high volume of inbound calls—up to 70 per day—while maintaining a calm, empathetic demeanor. This role is a unique blend of customer service, problem solving, and health‑care education, offering a rewarding career path for those who are passionate about helping others.

Key Responsibilities

• Answer a high volume of patient and representative calls, providing clear, concise billing information.
• Translate medical terminology into easy‑to‑understand language, ensuring callers grasp their coverage and benefits.
• Research, troubleshoot, and resolve complex billing issues and customer complaints, taking ownership of each case until full resolution.
• Navigate the Quest Billing System and other internal applications with proficiency, documenting all interactions in the tracking log.
• Maintain compliance with HIPAA and all relevant privacy regulations at all times.
• Participate in ongoing training and development programs to stay current on billing policies, system updates, and customer‑service best practices.
• Collaborate with cross‑functional teams—claims, finance, and IT—to resolve escalated issues and improve service processes.
• Contribute to continuous improvement initiatives by providing feedback on system usability and customer‑experience gaps.
• Adhere to scheduled 9‑hour shifts (Monday‑Friday, 8:30 AM‑8:00 PM ET) and be flexible for occasional overtime as business needs arise.
• Support additional projects or tasks as directed by management to drive operational excellence.

Essential Qualifications

• Fluency in English and Spanish (both written and spoken).
• Minimum of 1 year of call‑center experience handling high‑volume inbound calls.
• At least 1 year of experience in a medical office or health‑care setting, dealing with billing and customer inquiries.
• Strong knowledge of healthcare claims, billing, finance, and eligibility processes.
• Proficiency in translating complex health‑care jargon into simple, actionable steps for customers.
• Demonstrated ability to use Windows PC applications and quickly learn new, complex systems.
• High school diploma or GED required; associate’s or bachelor’s degree preferred.
• Excellent listening skills, empathy, and conflict‑resolution ability.
• Ability to work independently, manage time effectively, and maintain a positive attitude under pressure.
• Commitment to full‑time attendance during the training period with no absences.

Preferred Qualifications

• Experience with the Quest Billing System or similar billing platforms.
• Prior exposure to HIPAA compliance and privacy regulations.
• Knowledge of financial coaching tools and wellness programs.
• Certification in customer service or health‑care administration.
• Experience in a bilingual support environment with a diverse customer base.

Skills & Competencies

• Exceptional communication and interpersonal skills.
• Strong analytical and problem‑solving abilities.
• Attention to detail and accuracy in data entry.
• Adaptability to changing priorities and new technologies.
• Team‑player mindset with a proactive approach to collaboration.
• Resilience and emotional intelligence in high‑stress situations.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Customer Service Representative II, you will have access to:

• Structured mentorship programs with senior team members.
• Regular training sessions on advanced billing systems, regulatory updates, and customer‑experience strategies.
• Internal certification tracks that can lead to supervisory or specialist roles.
• Cross‑departmental shadowing to broaden your skill set and open new career avenues.
• Annual performance reviews with transparent metrics and growth plans.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and forward‑thinking workplace. Our values center on:

• Compassion: We treat every member and colleague with respect and empathy.
• Innovation: Continuous improvement and creative problem solving are at the heart of our operations.
• Integrity: We uphold the highest standards of ethics, privacy, and compliance.
• Growth: Employees are encouraged to pursue professional development and take on new challenges.

Our flexible work arrangements, supportive leadership, and vibrant team events create a dynamic environment where you can thrive both personally and professionally.

Compensation & Benefits

Competitive hourly rate: $20.00 – $23.00 per hour, commensurate with experience and qualifications. In addition, you may be eligible for an annual performance bonus based on individual and team metrics.

Benefits for full‑time employees (30+ hours) include:

• Day‑1 medical, dental, and vision coverage.
• Best‑in‑class well‑being programs, including the Blueprint for Wellness® assessment and healthyMINDS mental health support.
• Paid vacation, health/flex time, 6 holidays, and one “MyDay” off.
• FinFit financial coaching and services.
• 401(k) with pre‑tax and/or Roth options, plus company match up to 5% after 12 months.
• Employee stock purchase plan.
• Life and disability insurance with optional buy‑up.
• Flexible Spending Accounts.
• Matching gifts program.
• Education assistance through MyQuest for Education.
• Career advancement opportunities and more.

How to Apply

Ready to join a team that values compassion, innovation, and excellence? Click the link below to submit your application and take the first step toward a rewarding career at brighthush.