Customer Service Specialist – Unified Contact Center – Remote (PST) – 6‑Month Contract – brighthush
About brighthush
brighthush is a forward‑thinking health‑care solutions provider that empowers patients, providers, and payers to navigate the complex world of health insurance with confidence and clarity. With a mission to simplify access to care, we blend cutting‑edge technology, data‑driven insights, and a culture of empathy to deliver seamless, patient‑centered experiences. Our Unified Contact Center is the heart of this mission, acting as the first line of support for millions of members and partners across the United States.
Why Join brighthush?
At brighthush, you’ll be part of a dynamic, purpose‑driven team that values innovation, collaboration, and continuous learning. We offer a flexible remote work environment, competitive compensation, and a comprehensive benefits package that supports your health, well‑being, and professional growth. Whether you’re a seasoned customer‑service veteran or a recent graduate eager to launch a career in health‑care, brighthush provides the tools, training, and mentorship you need to thrive.
Position Overview
We are looking for a Customer Service Specialist – Unified Contact Center to join our remote team on a 6‑month contract, with the possibility of extension. In this role, you will be the first point of contact for patients, members, health plans, and providers, delivering accurate, timely, and compassionate support across a wide range of inquiries. Your responsibilities will span inbound and outbound communications, including authorizations, referrals, access to care, claims, eligibility, and benefits.
Key Responsibilities
- Handle Inquiries: Respond to customer questions and complaints via phone, email, chat, and other channels with professionalism and empathy.
- Problem Resolution: Diagnose issues, identify root causes, propose effective solutions, and follow up to ensure complete resolution.
- Maintain Professionalism: Uphold a high standard of customer service, building rapport and trust with every interaction.
- Update Records: Accurately enter and update member information in brighthush’s proprietary electronic medical records system during and after each call.
- Healthcare Knowledge: Stay current on brighthush’s services, industry regulations, and best practices in health‑care delivery.
- Escalation Management: Identify complex issues and forward them to supervisors or specialized departments in a timely manner.
- Training Participation: Engage in ongoing training sessions to deepen your understanding of health‑care services and refine your customer‑service skills.
- Member/Provider Engagement: Build sustainable relationships with callers through open, interactive communication and proactive follow‑up.
- Access to Care Assistance: Guide members to appropriate ancillary providers and explain available health‑care plans.
- Compliance: Adhere to all relevant health‑care regulations and brighthush policies, ensuring data privacy and security.
Essential Qualifications
- High School Diploma or GED (Bachelor’s degree preferred).
- Minimum of 2 years’ experience in medical billing and coding (CPT, ICD‑10) and insurance processes.
- Prior experience in a medical call center or health‑care customer‑service role (2+ years).
- Strong knowledge of medical and health‑insurance terminology, including Medicare, Medicaid, and commercial plans.
- Proficiency with brighthush’s proprietary electronic medical records system and call‑management platform.
- Excellent multitasking ability in a fast‑paced, high‑volume environment.
- Clear, concise communication skills—both verbal and written—capable of explaining complex processes in simple terms.
- Strong problem‑solving skills and a proactive approach to resolving customer issues.
Preferred Qualifications
- Bilingual proficiency (Spanish/English or other languages) to better serve diverse patient populations.
- Experience with claims processing, authorizations, eligibility, benefits, and referrals in a health‑care setting.
- Familiarity with call‑center performance metrics such as average handle time, first‑call resolution, and call quality scores.
- Prior exposure to Athenahealth or similar billing systems (preferred but not required).
Technical Skills & Competencies
- Advanced proficiency in brighthush’s electronic medical records and customer‑relationship management platforms.
- Comfortable using web‑based portals, scheduling tools, and data‑entry interfaces.
- Strong analytical skills to interpret data and identify trends for continuous improvement.
- Adaptability to new technologies and processes, with a willingness to learn and grow.
- Excellent time‑management and organizational skills, ensuring accurate documentation and follow‑up.
Career Growth & Learning Opportunities
At brighthush, your career path is designed to evolve with your ambitions. As a Customer Service Specialist, you’ll have access to:
- Structured onboarding and mentorship programs that accelerate your learning curve.
- Cross‑functional training in claims, eligibility, and provider relations.
- Opportunities to transition into senior support roles, quality assurance, or process improvement projects.
- Access to industry conferences, webinars, and certification programs to deepen your expertise.
- Regular performance reviews and career‑development plans tailored to your goals.
Work Environment & Company Culture
brighthush thrives on a culture of collaboration, transparency, and innovation. Our remote team enjoys:
- Flexible scheduling aligned with the PST shift, allowing you to balance work and life.
- Weekly virtual team huddles and monthly town‑hall meetings to share updates and celebrate successes.
- A supportive peer network that encourages knowledge sharing and continuous improvement.
- Recognition programs that reward outstanding performance and customer‑centric excellence.
- Access to a digital wellness platform that promotes mental and physical health.
Compensation, Perks, and Benefits
While specific figures may vary, brighthush offers a competitive compensation package that includes:
- Base salary commensurate with experience and industry standards.
- Performance‑based bonuses tied to key metrics such as first‑call resolution and customer satisfaction.
- Health, dental, and vision insurance plans with generous coverage options.
- 401(k) retirement plan with company match.
- Paid time off, including vacation, sick leave, and holidays.
- Professional development stipend for courses, certifications, and conferences.
- Remote‑work stipend to support home‑office setup and connectivity.
How to Apply
If you’re ready to bring your customer‑service expertise to a mission‑driven, tech‑savvy organization, we’d love to hear from you. Submit your application through our careers portal and join the brighthush team in delivering exceptional care to patients and partners across the nation.