Customer Experience Specialist – Revenue Cycle Management (RCM) – Patient Accounting & Billing Support

About brighthush and the Healthcare Revenue Cycle Revolution

At brighthush, we are redefining the way healthcare organizations manage their financial operations. With over three decades of industry expertise, brighthush partners with hospitals, health systems, and physician practices to transform traditional fee‑for‑service models into value‑based care frameworks that improve patient outcomes, streamline billing processes, and enhance revenue integrity. Our mission is to empower healthcare leaders with data‑driven insights, cutting‑edge technology, and a dedicated team of professionals who are passionate about delivering exceptional service to patients and providers alike.

As part of this mission, we are looking for a dynamic, customer‑centric Customer Experience Specialist – Revenue Cycle Management (RCM) to join our patient accounting team. In this role, you will be the frontline advocate for patients, ensuring that every billing inquiry is handled with professionalism, empathy, and a commitment to first‑call resolution. If you thrive in a fast‑paced call center environment, enjoy problem‑solving, and want to make a tangible impact on the financial health of healthcare organizations, brighthush is the place for you.

Key Responsibilities

• Handle inbound patient accounting calls with a calm, professional tone, ensuring timely responses and minimal call abandonment.
• Conduct outbound follow‑up calls on outstanding accounts receivable (AR) when inbound volume allows, maintaining a high level of accuracy and compliance.
• Diagnose the caller’s issue, gather relevant information, and provide clear, concise explanations of billing statements, payment plans, and insurance coverage.
• Escalate complex issues to subject‑matter experts or supervisors, ensuring that the appropriate action is taken to resolve the matter efficiently.
• Maintain accurate call logs and update patient records in the billing system, ensuring data integrity and compliance with regulatory standards.
• Collaborate with cross‑functional teams—including billing, collections, and clinical staff—to resolve patient inquiries and improve overall revenue cycle performance.
• Participate in continuous improvement initiatives, providing feedback on processes, scripts, and training materials.
• Adhere to all company policies, procedures, and quality standards, including confidentiality and HIPAA compliance.

Essential Qualifications

• High school diploma or equivalent; associate’s degree preferred.
• 1–2 years of experience in an inbound call center or customer service role, preferably within healthcare billing or patient accounting.
• Knowledge of third‑party reimbursement processes, including insurance and government payer workflows, is a strong advantage.
• Proficiency with computer systems, call‑center software, and Microsoft Office Suite.
• Strong verbal and written communication skills in English, with a clear, friendly, and professional voice.
• Exceptional problem‑solving abilities, with a focus on first‑call resolution and customer satisfaction.
• Ability to remain calm under pressure, de‑escalate difficult conversations, and maintain control of the call.
• Self‑motivated, flexible, and capable of working independently while collaborating with a team.
• Valid driver’s license and reliable transportation (if required for occasional on‑site visits).

Preferred Qualifications

• Experience with electronic health record (EHR) systems or billing platforms such as Epic, Cerner, or Meditech.
• Familiarity with HIPAA regulations and data privacy best practices.
• Previous exposure to call‑center metrics (e.g., average handle time, first‑contact resolution, customer satisfaction scores).
• Multilingual capabilities (Spanish, French, or other languages) are a plus.

Core Skills & Competencies

• Customer‑First Mindset: A genuine desire to help patients understand their billing information and resolve issues.
• Communication Excellence: Clear articulation, active listening, and the ability to tailor explanations to diverse audiences.
• Analytical Thinking: Ability to interpret billing statements, insurance explanations of benefits (EOBs), and reconcile discrepancies.
• Technical Proficiency: Comfortable navigating multiple software applications and troubleshooting basic technical issues.
• Adaptability: Thrives in a dynamic environment with shifting priorities and call volumes.
• Team Collaboration: Works effectively with billing, collections, and clinical teams to achieve shared goals.
• Compliance Awareness: Understands and follows regulatory requirements related to patient privacy and data security.

Career Growth & Learning Opportunities

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

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on new billing regulations, technology updates, and customer service best practices.
• Clear career pathways, including opportunities to advance to Senior Specialist, Team Lead, or Revenue Cycle Analyst roles.
• Cross‑functional projects that expose you to different facets of the revenue cycle, from coding to collections.
• Leadership development workshops and access to industry conferences.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and innovative culture. Our team members enjoy:

• A supportive work environment that values work‑life balance and employee well‑being.
• Flexible scheduling options, including remote work opportunities for qualified positions.
• A culture of continuous improvement, where your ideas and feedback are heard and acted upon.
• Regular team‑building events, wellness programs, and community service initiatives.
• A commitment to diversity, equity, and inclusion, ensuring every voice is respected.

Compensation & Benefits

While specific compensation varies by location, experience, and qualifications, brighthush offers a competitive hourly rate ranging from $15.80 to $23.70 per hour. In addition, we provide:

• Potential signing bonus for qualified new hires.
• Paid holidays and time‑off policies that encourage rest and rejuvenation.
• Comprehensive health benefits, including medical, dental, vision, and life insurance.
• Retirement savings plan with up to 6% employer match.
• Health savings accounts (HSAs) and flexible spending accounts (FSAs) for medical and dependent care.
• Employee assistance programs, wellness incentives, and discount programs.
• Optional voluntary benefits such as pet insurance, legal insurance, and long‑term care coverage.
• Paid parental leave and family‑friendly policies.

Why Join brighthush?

When you join brighthush, you become part of a forward‑thinking organization that is reshaping the healthcare revenue cycle. You will:

• Work with cutting‑edge technology and data analytics tools.
• Collaborate with industry leaders and experts in billing, coding, and collections.
• Make a direct impact on patient satisfaction and financial performance.
• Benefit from a supportive culture that values growth, learning, and innovation.
• Enjoy a comprehensive benefits package that supports your health, well‑being, and future.

How to Apply

If you are ready to bring your customer service expertise to a role that blends healthcare, technology, and revenue management, we encourage you to apply today. Submit your resume and cover letter through our online portal, and let us explore how you can contribute to brighthush’s mission of delivering exceptional patient accounting solutions.

We look forward to welcoming you to the brighthush family and embarking on a journey of growth, innovation, and impact together.