Experienced Customer Service Representative II – Patient Support Specialist for Remote Healthcare Operations at brighthush

About brighthush

brighthush is the leading healthcare organization in the Midwest, renowned for delivering compassionate, patient‑centered care across a network of 15 hospitals, 800+ outpatient sites, and a robust telehealth platform. With a commitment to innovation, research, and community health, brighthush empowers its team members to make a tangible difference in the lives of patients and families. As a top‑ranked health system, we invest heavily in professional development, cutting‑edge technology, and a culture that celebrates collaboration, excellence, and continuous learning.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven organization that places patients at the heart of everything we do. We offer a comprehensive benefits package, a supportive work environment, and a clear path for career advancement. Whether you’re a seasoned professional or just starting your journey in healthcare customer service, brighthush provides the resources, mentorship, and opportunities you need to thrive.

Key Benefits

• 401(k) Retirement Plan – Competitive employer match to help you build a secure future.
• Tuition Reimbursement – Earn while you learn with support for continuing education and certifications.
• Employee Assistance Program (EAP) – Confidential counseling services at no cost.
• Wellness Incentives – Earn points for participating in wellness programs that translate into bi‑weekly financial bonuses.
• Comprehensive Health & Dental Insurance – Coverage plans designed to meet the needs of you and your family.
• Paid Time Off & Holidays – Generous vacation, sick leave, and holiday schedule.
• Flexible Remote Work – Work from home with a structured onboarding program.

Position Overview

As a Customer Service Representative II at brighthush, you will serve as the first point of contact for patients, families, and provider offices. Your role is pivotal in ensuring seamless communication, accurate data entry, and timely resolution of inquiries. You will collaborate with clinical teams, billing departments, and administrative staff to maintain high standards of patient satisfaction and operational efficiency.

Schedule & Work Location

• Full‑time, Monday‑Friday: 8:00 AM – 4:30 PM or 8:30 AM – 5:00 PM
• Holiday rotation; no weekend shifts
• Remote work – must reside in Indiana
• Three‑week on‑site training at our Indianapolis headquarters (950 N Meridian St, Suite 950)

Key Responsibilities

Your day‑to‑day tasks will include, but are not limited to:

• Responding to patient inquiries via telephone and email with professionalism and empathy.
• Identifying patient concerns and escalating or coordinating resolutions according to established protocols.
• Collaborating with internal departments—clinical, billing, and IT—to ensure timely issue resolution.
• Collecting, verifying, and entering patient demographic and billing information into internal systems.
• Processing new and incoming patient referrals under supervision and established procedures.
• Preparing patient accounts by organizing clinical documentation, discharge summaries, and referral paperwork.
• Monitoring referrals and assisting with scheduling follow‑ups as directed.
• Maintaining inpatient lists in Cerner, including monitoring discharges and patient updates.
• Monitoring the ECIN system for new referrals and status updates.
• Completing patient registration tasks: account creation, demographic verification, and assignment of appropriate care team members.
• Reviewing incoming faxes for orders and referrals and routing or processing accordingly.
• Coordinating pump education scheduling with the Dietitian team.
• Managing inbound calls from patients and provider offices, providing accurate information or routing calls appropriately.

Essential Qualifications

• High School Diploma or GED (required).
• 3–5 years of relevant experience in a healthcare customer service or patient support role.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams).
• Strong written and verbal communication skills in English.
• Ability to manage time effectively in a fast‑paced environment.
• Experience with electronic health record (EHR) systems, preferably Cerner.
• Typing speed of at least 30 words per minute.

Preferred Qualifications

• Demonstrated interpersonal skills, professionalism, and initiative.
• Ability to work independently and take ownership of tasks.
• Experience with referral management systems such as ECIN.
• Knowledge of billing and coding processes in a healthcare setting.

Skills & Competencies

• Customer‑centric mindset with a passion for patient advocacy.
• Problem‑solving ability and analytical thinking.
• Attention to detail and accuracy in data entry.
• Adaptability to changing priorities and new technologies.
• Team collaboration and cross‑functional communication.
• Resilience and emotional intelligence in high‑pressure situations.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Representative II, you will have access to:

• Leadership development programs and mentorship from senior leaders.
• Cross‑training opportunities in billing, clinical support, and operations.
• Access to continuing education, certifications, and tuition reimbursement.
• Internal job boards and promotion tracks to move into supervisory or specialized roles.
• Participation in innovation labs and quality improvement projects.

Work Environment & Company Culture

brighthush fosters a culture of collaboration, respect, and continuous improvement. Our remote work model is supported by robust virtual collaboration tools, regular team check‑ins, and a strong sense of community. We celebrate diversity, equity, and inclusion, and we encourage every team member to bring their authentic self to work.

Compensation & Perks

While specific salary ranges are not disclosed in the posting, brighthush offers a competitive base pay that reflects your experience and the value you bring to our organization. In addition to the comprehensive benefits package, you will enjoy:

• Performance‑based bonuses tied to patient satisfaction metrics.
• Flexible scheduling options within the standard shift windows.
• Access to a state‑of‑the‑art telehealth platform and patient portal.
• Regular wellness challenges and team‑building events.

How to Apply

Ready to make a difference in patient care while advancing your career? Submit your application through our online portal. Be sure to include a resume and a cover letter that highlights your experience in healthcare customer service, your commitment to patient advocacy, and why you’re excited about joining brighthush.

Closing Statement

At brighthush, we are dedicated to providing exceptional care to every patient and to supporting our team members in achieving their professional goals. If you are compassionate, proactive, and eager to contribute to a mission‑driven organization, we invite you to apply for the Customer Service Representative II position. Join us in shaping the future of healthcare and making a lasting impact on the lives of those we serve.