Experienced Customer Service Representative II – Patient Support & Care Coordination Specialist (Remote, Indiana)

About brighthush

brighthush is the largest and most comprehensive health system in Indiana, proudly serving the Hoosier community with a network of 15 hospitals, 800 care sites, and nearly 40,000 dedicated professionals. Ranked No. 1 in the state by U.S. News & World Report, brighthush is synonymous with excellence, innovation, and compassionate care. Our mission is simple yet powerful: to improve the health and well‑being of every patient through a culture of collaboration, continuous learning, and unwavering commitment to quality.

Why Join brighthush?

At brighthush, we believe that every team member is a vital part of our success story. When you join our family, you’ll experience a workplace that rewards dedication, fosters growth, and champions work‑life balance. Here’s what you can expect:

• Competitive Compensation & Benefits: We offer a comprehensive benefits package that includes health, dental, and vision coverage, a 401(k) plan with employer match, and generous paid time off.
• Professional Development: Tuition reimbursement, leadership training, and access to cutting‑edge clinical education keep you at the forefront of healthcare innovation.
• Employee Wellness: Our Healthy Results program rewards participation in wellness activities with bi‑weekly financial incentives.
• Supportive Culture: Employee Assistance Programs provide confidential counseling, and our inclusive environment encourages every voice to be heard.
• Remote Flexibility: Work from the comfort of your home while staying connected to a vibrant, collaborative team.

Position Overview

As a Customer Service Representative II at brighthush, you will be the frontline advocate for our patients, ensuring that every interaction is handled with empathy, professionalism, and efficiency. Your role will bridge the gap between patients, providers, and internal departments, guaranteeing that care coordination flows smoothly and that patient concerns are resolved promptly.

Key Responsibilities

• Respond to patient inquiries via telephone and email, delivering courteous and accurate information.
• Identify patient concerns, assess urgency, and coordinate or escalated resolution in line with established protocols.
• Collaborate with internal departments—billing, clinical, IT—to resolve issues and improve patient experience.
• Accurately capture patient demographic and billing data in our internal systems.
• Process new and incoming patient referrals under supervision, ensuring compliance with procedural guidelines.
• Prepare patient accounts by organizing clinical documentation, discharge summaries, and referral paperwork.
• Monitor referral status and assist with scheduling follow‑ups as directed.
• Maintain inpatient lists in Cerner, tracking discharges and patient updates.
• Monitor the ECIN system for new referrals and status updates.
• Complete patient registration tasks, including account creation, demographic verification, and assignment of appropriate care team members.
• Review incoming faxes for orders and referrals, routing or processing them accordingly.
• Coordinate pump education scheduling with the Dietitian team.
• Manage inbound calls from patients and provider offices, delivering accurate information or routing calls appropriately.

Essential Qualifications

• High School Diploma or GED (required).
• 3–5 years of relevant experience in a customer service or patient support role.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Strong time‑management skills and the ability to thrive in a fast‑paced environment.
• Excellent verbal and written communication skills.
• Typing speed of at least 30 words per minute.

Preferred Qualifications

• Experience with electronic health record (EHR) systems, particularly Cerner.
• Prior exposure to healthcare billing or referral processing.
• Demonstrated initiative and a proactive approach to problem solving.
• Ability to work independently while maintaining strong collaboration with cross‑functional teams.

Core Skills & Competencies

• Customer‑centric mindset with a passion for patient advocacy.
• Strong interpersonal skills and professionalism.
• Adaptability and resilience in dynamic settings.
• Attention to detail and accuracy.
• Conflict resolution and negotiation abilities.
• Data entry proficiency and familiarity with database management.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as expansive as our network. We provide a clear pathway for advancement, from entry‑level roles to leadership positions. You’ll have access to:

• Structured mentorship programs pairing you with seasoned professionals.
• Cross‑training initiatives that broaden your skill set across departments.
• Leadership development workshops focused on communication, team building, and strategic thinking.
• Opportunities to participate in research projects and quality improvement initiatives.
• Regular performance reviews that align your goals with organizational objectives.

Work Environment & Culture at brighthush

Our culture is built on the pillars of compassion, collaboration, and continuous improvement. Employees at brighthush enjoy:

• A supportive, inclusive workplace that values diversity and promotes equity.
• Flexible scheduling options, including remote work, to support work‑life harmony.
• Regular team‑building events, wellness challenges, and community outreach programs.
• Transparent communication from leadership, ensuring everyone is informed and engaged.
• Recognition programs that celebrate achievements and milestones.

Compensation & Perks

While specific salary ranges are determined by experience and qualifications, brighthush offers a competitive base pay that reflects the value of your expertise. In addition to the base salary, you’ll benefit from:

• Health, dental, and vision insurance plans.
• 401(k) retirement plan with employer match.
• Tuition reimbursement for approved educational pursuits.
• Employee Assistance Program (EAP) for confidential counseling.
• Paid time off, including holidays, sick leave, and vacation.
• Wellness incentives through the Healthy Results program.
• Professional development budget for conferences, certifications, and training.

How to Apply

If you are passionate about delivering outstanding patient support and thrive in a collaborative, patient‑centered environment, we encourage you to apply today. Join brighthush and become part of a team that is redefining healthcare excellence across Indiana.