Empathetic Remote Healthcare Customer Service Representative – Billing & Insurance Specialist, Patient Relations & Payment Solutions, Full‑Time Home‑Based Role at brighthush – Join a Leading Health‑Tech Innovator and Transform Patient Experience

About brighthush and the Future of Healthcare Customer Service

brighthush is more than a technology provider; it is a movement that redefines how patients, providers, and insurers interact in the digital age. With a legacy spanning over thirty years, we have pioneered solutions that bring clarity, transparency, and compassion to medical billing and payment. Our mission is simple yet powerful: to eliminate the financial anxiety that often shadows medical care, so that every patient can focus on healing rather than paperwork.

In a landscape where healthcare costs are soaring and patient expectations are evolving, the role of a customer service representative has become a cornerstone of trust and satisfaction. At brighthush, we believe that technology can streamline processes, but it is the human touch that turns a routine call into a meaningful experience. That is why we are seeking a dedicated professional to join our remote team and help patients navigate the intricacies of medical billing and payment with empathy, accuracy, and efficiency.

Position Overview

As a Remote Healthcare Customer Service Representative, you will be the frontline advocate for patients, law offices, insurance carriers, and medical facilities. Your primary mission is to deliver exceptional service while managing complex billing and insurance inquiries with precision and compassion. Whether you work from your home office or from the brighthush office in Marshfield, WI, you will be expected to exceed key performance indicators (KPIs) such as call volume, resolution rate, and customer satisfaction scores. Your role blends inbound and outbound communication, meticulous documentation, and strategic problem‑solving to ensure timely payment and patient satisfaction.

Key Responsibilities

• Patient & Partner Engagement: Handle inbound calls from patients, law offices, insurance companies, and other external stakeholders, providing clear, empathetic, and accurate information.
• Complex Billing Resolution: Resolve intricate billing and insurance issues, including deductibles, co‑insurance, co‑pays, denials, charge disputes, claim resubmissions, eligibility questions, and coding disputes.
• Payment Facilitation: Offer payment options, negotiate payment plans, and refer patients to assistance programs in line with client guidelines.
• Outbound Outreach: Conduct proactive outbound calls to patients with aging balances that have not yet been sent for collections, aiming to secure payment and reduce delinquency.
• Documentation & Compliance: Accurately record all interactions, notes, and codes in internal systems, ensuring minimal errors and adherence to privacy regulations (PHI, SPI).
• System Proficiency: Navigate multiple databases and applications (e.g., brighthush, brighthush, brighthush) to retrieve account information and update records efficiently.
• Quality & KPI Management: Meet or exceed daily call volume, successful payment resolution, and call quality metrics while maintaining a high level of customer satisfaction.
• Continuous Improvement: Participate in training sessions, share best practices, and contribute to process enhancements that improve service delivery.
• Team Collaboration: Work closely with supervisors, billing specialists, and cross‑functional teams to resolve escalated issues and share insights.
• Data Analysis: Review call logs and payment trends to identify recurring issues and propose actionable solutions.
• Compliance Audits: Assist in periodic audits to ensure all documentation meets regulatory standards and internal policies.
• Customer Feedback Loop: Capture and analyze customer feedback to refine communication scripts and improve overall experience.

Essential Qualifications

• High School Diploma or GED (or equivalent). Prior supervisory experience is a plus.
• Strong verbal and written communication skills, with a professional tone and impeccable grammar.
• Proficiency in navigating multiple computer applications and databases simultaneously.
• Moderate to advanced keyboard typing speed and accuracy.
• Ability to compute basic math calculations (addition, subtraction, multiplication, division, percentages) quickly and accurately.
• Reliable, self‑motivated, and capable of managing time effectively in a remote environment.
• Demonstrated judgment, professionalism, and adherence to client business acumen.
• Understanding of sensitive personal information (PHI) and the importance of confidentiality.
• Strong problem‑solving skills and the ability to negotiate payment solutions with empathy and persistence.
• Experience with customer service metrics and the ability to analyze performance data.
• Basic knowledge of medical terminology and billing codes is advantageous.

Preferred Qualifications

• Prior experience in a call center and/or healthcare customer service setting.
• Familiarity with brighthush, brighthush, or brighthush electronic health record systems.
• Working knowledge of medical billing and coding principles.
• Experience in a medical office environment or general understanding of health insurance processes.
• Experience handling complex billing disputes and claim resubmissions.
• Previous exposure to payment plan negotiations and assistance program referrals.
• Certifications in medical billing, coding, or customer service excellence.
• Fluency in a second language (Spanish, French, etc.) is a plus.

Skills & Competencies for Success

• Empathy & Compassion: Ability to listen actively and respond with genuine care, building trust with patients and partners.
• Technical Proficiency: Comfortable with multiple software platforms, data entry, and real‑time problem resolution.
• Analytical Thinking: Quickly assess billing scenarios, identify root causes, and propose effective solutions.
• Resilience & Adaptability: Thrive in a fast‑paced environment, handling high call volumes while maintaining quality.
• Collaboration: Work effectively with cross‑functional teams, sharing insights and contributing to continuous improvement.
• Time Management: Prioritize tasks, meet deadlines, and maintain productivity in a remote setting.
• Compliance Awareness: Adhere to HIPAA, PHI, and other regulatory requirements, ensuring data security and privacy.
• Communication Excellence: Deliver clear, concise, and professional communication across all channels.
• Customer‑Centric Mindset: Focus on delivering value and exceeding expectations for every patient interaction.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Customer Service Representative, you will have access to a range of growth pathways:

• Team Lead & Supervisory Tracks: Demonstrate leadership skills and advance to a team lead or supervisory role, overseeing call center operations and mentoring new hires.
• Specialist Roles: Transition into specialized billing, collections, or insurance liaison positions that require deeper domain expertise.
• Cross‑Functional Projects: Participate in initiatives that improve patient experience, streamline billing processes, or integrate new technologies.
• Continuous Learning: Receive ongoing training in medical billing, coding, compliance, and customer service best practices, with opportunities to earn certifications.
• Mentorship & Coaching: Work with senior leaders and industry experts who provide guidance and support for your career trajectory.
• Innovation Labs: Contribute to beta testing of new tools and features that shape the future of healthcare customer service.

Work Environment & Company Culture

brighthush fosters a culture of collaboration, innovation, and respect. Our remote work model empowers employees to balance professional responsibilities with personal commitments while maintaining a strong sense of community through virtual team meetings, video conferences, and collaborative platforms.

Key cultural highlights include:

• Inclusive & Diverse Workforce: We celebrate diverse perspectives and encourage inclusive practices across all levels.
• Employee Well‑Being: Access to wellness programs, mental health resources, and flexible scheduling.
• Recognition & Rewards: Regular acknowledgment of outstanding performance through awards, bonuses, and public recognition.
• Transparent Communication: Open channels for feedback, idea sharing, and executive updates.
• Community Engagement: Opportunities to volunteer, support local charities, and participate in health‑care outreach initiatives.
• Learning Culture: Continuous learning is embedded in our daily operations, with access to e‑learning platforms and knowledge sharing sessions.

Compensation, Perks, and Benefits

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

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to KPIs such as call resolution rate and customer satisfaction.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and sick leave.
• Professional development stipend and tuition reimbursement for relevant certifications.
• Technology stipend for home office setup.
• Employee assistance program (EAP) for mental health support.
• Flexible work hours to accommodate personal commitments.
• Annual wellness stipend for gym memberships, meditation apps, or other health‑related activities.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven team that values empathy, innovation, and excellence. Your work will directly impact the lives of patients, helping them navigate complex billing landscapes with confidence and peace of mind. You will also enjoy a supportive remote environment, continuous learning opportunities, and a culture that celebrates both individual and collective achievements.

How to Apply

Ready to make a meaningful impact in the healthcare industry? Join brighthush and become part of a team that values empathy, innovation, and excellence. Submit your resume and a brief cover letter outlining why you’re the ideal candidate for this role. We look forward to exploring how your skills and passion align with our mission to improve patient experiences and streamline billing processes.

Apply now and take the first step toward a rewarding career at brighthush.