Experienced Customer Service Representative – Billing & Claims Specialist – Virtual Call Center – Health Insurance Support – 40 Hours/Week – Competitive Pay & Benefits

About brighthush and the Health Care Billing Landscape

brighthush is a leading provider of health care solutions, dedicated to empowering members to make informed decisions about their health and well‑being. With a nationwide footprint and a reputation for excellence, brighthush has become synonymous with compassionate, data‑driven customer support. As the health care industry continues to evolve—driven by technology, policy changes, and an ever‑increasing demand for transparency—brighthush is at the forefront of delivering clear, accurate billing information and resolving complex claims issues for millions of members.

We’re looking for a Billing Customer Service Representative – Level II to join our dynamic virtual call center. In this role, you’ll be the trusted voice that helps members navigate their health plans, understand their benefits, and resolve billing inquiries with empathy and precision. If you thrive in a fast‑paced environment, enjoy problem‑solving, and are passionate about making a difference in people’s lives, brighthush offers you the platform to grow, learn, and excel.

Key Responsibilities

• Handle 50–70 inbound calls daily, providing accurate billing information, plan details, and resolution for escalated issues.
• Interpret and explain complex health insurance policies, coverage details, and payment responsibilities to members in a clear, concise manner.
• Document all interactions in the CRM system, ensuring data integrity and compliance with industry regulations.
• Escalate unresolved or high‑priority cases to senior billing specialists or management, following established protocols.
• Maintain up‑to‑date knowledge of policy changes, billing codes, and regulatory updates to provide accurate guidance.
• Participate in continuous training and development programs, including virtual instructor‑led sessions and on‑the‑job training.
• Collaborate with cross‑functional teams—claims, finance, and member services—to resolve complex billing disputes.
• Meet or exceed key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Adhere to all company policies, security protocols, and compliance requirements, safeguarding member data.
• Support occasional overtime or shift adjustments to meet business needs and ensure coverage during peak periods.

Essential Qualifications

• High school diploma or equivalent; associate’s degree or higher preferred.
• Minimum of 1–2 years of experience in a customer service or billing role, preferably within health insurance or related fields.
• Strong verbal and written communication skills, with the ability to explain complex information simply.
• Proficiency with computer systems, CRM platforms, and Microsoft Office Suite (Word, Excel, Outlook).
• Excellent problem‑solving skills and a calm, patient demeanor when handling stressful situations.
• Ability to work independently and as part of a team in a virtual environment.
• Flexibility to work full‑time, 40 hours per week, Monday through Friday, with a 9‑hour shift schedule between 8:30 AM and 8:00 PM ET.
• Commitment to complete the 90‑day training program, including virtual instructor‑led and on‑the‑job training sessions.
• Valid driver’s license and reliable internet connection for remote work.

Preferred Qualifications

• Experience with health insurance billing codes (e.g., CPT, ICD‑10) and claims adjudication processes.
• Knowledge of regulatory frameworks such as HIPAA, ACA, and state‑specific health care laws.
• Previous exposure to call center metrics and performance dashboards.
• Certification in customer service or health care billing (e.g., Certified Professional Biller).
• Multilingual abilities, especially in Spanish or other widely spoken languages.

Core Skills & Competencies

• Customer‑Centric Mindset: Demonstrates genuine empathy and a commitment to member satisfaction.
• Analytical Thinking: Quickly assesses billing discrepancies and identifies root causes.
• Attention to Detail: Ensures accuracy in data entry and documentation.
• Time Management: Balances multiple calls and tasks while meeting performance targets.
• Adaptability: Adjusts to evolving policies, technology updates, and shifting business priorities.
• Team Collaboration: Works effectively with peers and cross‑functional partners to resolve complex issues.
• Technical Proficiency: Navigates CRM systems, knowledge bases, and virtual communication tools with ease.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people is the key to sustained success. As a Billing Customer Service Representative – Level II, you’ll have access to:

• Structured career ladders that can lead to senior billing specialist, team lead, or managerial roles.
• Ongoing professional development, including workshops on advanced billing techniques, regulatory compliance, and leadership skills.
• Mentorship programs pairing you with experienced colleagues who can guide your career trajectory.
• Cross‑departmental exposure, allowing you to understand the broader health care ecosystem and identify new opportunities.
• Annual performance reviews that provide actionable feedback and recognition for outstanding contributions.

Work Environment & Company Culture

brighthush fosters a culture of inclusivity, innovation, and continuous improvement. Our virtual call center is built on:

• Flexibility: While we maintain structured shift schedules, we also support work‑life balance through flexible hours and remote work.
• Collaboration: Regular virtual huddles, knowledge‑sharing sessions, and team‑building activities keep everyone connected.
• Recognition: We celebrate achievements through employee awards, shout‑outs, and performance bonuses.
• Well‑Being: Comprehensive wellness programs, mental health resources, and financial planning tools are available to all employees.
• Diversity & Inclusion: We actively promote a diverse workforce and provide equal opportunities for all.

Compensation & Benefits

We offer a competitive hourly rate starting at $17.20 per hour, with potential for annual performance bonuses based on individual and team metrics. In addition to base pay, brighthush provides a robust benefits package, including:

• Medical, dental, and vision coverage starting Day 1 for full‑time employees.
• Well‑being programs such as the Blueprint for Wellness® health assessment and healthyMINDS mental health support.
• Paid time off: 6 holidays, 1 “MyDay” off, vacation accrual, and flexible health/flex time.
• Financial wellness: 401(k) with company match up to 5% after 12 months, FinFit financial coaching, and an employee stock purchase plan.
• Insurance: Life, disability, and optional supplemental coverage.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) for tax‑advantaged savings.
• Matching gift program to support charitable giving.
• Education assistance through MyQuest for Education, covering tuition and related expenses.
• Career advancement opportunities and continuous learning resources.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re stepping into a mission to improve the health journey of millions. Our commitment to excellence, innovation, and employee growth means you’ll have the tools, support, and recognition you need to thrive. Whether you’re a seasoned billing professional or a recent graduate eager to launch your career, brighthush offers a platform where your contributions matter.

How to Apply

Ready to make a difference? Click the link below to submit your application and join a team that values compassion, expertise, and continuous improvement.