Experienced Healthcare Customer Service Representative – Billing & Insurance Specialist – Remote & Onsite Opportunities

Welcome to brighthush – Where Compassion Meets Excellence in Healthcare Support

At brighthush, we’re more than a healthcare service provider; we’re a community of dedicated professionals who transform patient experiences through empathy, expertise, and technology. With a legacy spanning over three decades, brighthush has consistently prioritized employee growth, innovation, and a culture of continuous learning. Whether you’re dialing into our Marshfield, WI office or working from the comfort of your home, you’ll find a supportive environment that values your unique talents and encourages you to reach new heights.

Position Overview

As a Healthcare Customer Service Representative at brighthush, you will be the frontline advocate for patients, law offices, insurance carriers, and partner facilities. Your mission is to resolve complex billing and insurance inquiries with precision, patience, and a genuine commitment to customer satisfaction. You’ll manage a high volume of inbound and outbound calls, guide patients through payment options, and ensure compliance with all regulatory and company standards.

Why This Role Matters

• Directly impacts patient financial wellness and overall satisfaction.
• Serves as a critical link between patients, providers, and payers.
• Opportunities to influence process improvements and policy updates.
• Potential to advance into leadership or specialized functional roles.

Key Responsibilities

• Customer Interaction: Handle inbound calls from patients, law offices, insurance companies, and external facilities, addressing complex billing and insurance questions.
• Outbound Outreach: Proactively contact patients with aging balances that have not yet been sent to collections, offering payment plans and resolving disputes.
• Billing Expertise: Navigate deductibles, co‑insurance, co‑pays, denials, charge disputes, claim resubmissions, eligibility issues, and coding disputes with confidence.
• Payment Solutions: Review financial information and recommend payment options or assistance programs aligned with client guidelines.
• Objection Management: Skillfully manage both common and challenging objections, turning potential conflicts into collaborative solutions.
• Referral Coordination: Identify when a referral to a client resource is necessary and facilitate seamless handoffs.
• Script Adherence: Utilize required scripts and verbatims while navigating guidelines to maximize recovery on each call.
• Documentation: Accurately record account notes, codes, and relevant details with minimal errors, ensuring data integrity.
• System Proficiency: Operate efficiently within internal and client systems, including but not limited to Artiva, Cerner Soarian, and EPIC.
• Core Values: Embody brighthush’s Core Values and Strategic Anchors in every interaction.
• Continuous Learning: Engage in ongoing training, including the October 26th training class, to stay current on industry trends and system updates.
• Additional Duties: Perform other responsibilities as assigned based on evolving business needs.

Essential Qualifications

• High School Diploma or GED (required). College coursework in health sciences or related fields is a plus.
• Prior experience in a call center or healthcare customer service environment.
• Strong verbal and written communication skills, with impeccable grammar and telephone etiquette.
• Proficiency navigating multiple computer applications and databases simultaneously.
• Typing speed of at least 45 WPM with high accuracy.
• Ability to perform basic math calculations (addition, subtraction, multiplication, division, percentages).
• Self‑motivated, reliable, and punctual, with a proven track record of meeting or exceeding KPIs.
• Professional judgment and business acumen, especially in handling sensitive personal information (SPI) and protected health information (PHI).
• Experience in a medical office setting or a solid understanding of health insurance processes.
• Prior supervisory experience is highly desirable and may accelerate career progression.

Preferred Qualifications

• Familiarity with Artiva, Cerner Soarian, or EPIC systems.
• Knowledge of medical billing and coding standards.
• Experience negotiating payment plans and resolving billing disputes.
• Background in a home‑office or remote work environment, demonstrating self‑management and focus.
• Certification in customer service or healthcare administration.

Skills & Competencies for Success

• Empathy & Compassion: Ability to listen actively and respond with genuine care.
• Problem‑Solving: Analytical mindset to dissect complex billing scenarios.
• Adaptability: Thrive in a fast‑paced environment with evolving policies.
• Team Collaboration: Work effectively with cross‑functional teams, including finance, compliance, and IT.
• Time Management: Prioritize tasks to meet call volume and resolution targets.
• Technology Savvy: Comfortable with CRM platforms, call‑routing software, and data analytics tools.
• Compliance Awareness: Understand HIPAA, PHI, and other regulatory requirements.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Healthcare Customer Service Representative, you’ll have a clear path to:

• Team Lead or Supervisor: Lead a group of representatives, mentor new hires, and shape team performance.
• Specialist Roles: Transition into billing specialist, collections analyst, or compliance officer positions.
• Cross‑Functional Projects: Participate in process improvement initiatives, technology rollouts, and policy development.
• Professional Development: Access to internal training modules, industry conferences, and certification sponsorships.
• Leadership Programs: Structured programs for high‑potential employees to develop managerial skills.

Work Environment & Company Culture

Whether you’re in our Marshfield, WI office or working remotely, you’ll experience a culture that values:

• Flexibility: Flexible scheduling options and remote work capabilities.
• Inclusivity: A diverse workforce that celebrates different perspectives.
• Collaboration: Regular virtual huddles, team‑building events, and open communication channels.
• Recognition: Employee of the Month awards, performance bonuses, and public acknowledgment of achievements.
• Wellness: Access to mental health resources, fitness stipends, and wellness challenges.

Compensation, Perks, and Benefits

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

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to KPIs such as call resolution rate and customer satisfaction scores.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off (PTO), holidays, and sick leave.
• Professional development budget and tuition reimbursement.
• Employee assistance program (EAP) and mental health support.
• Technology stipend for remote workers (laptop, headset, high‑speed internet).
• Employee discounts on healthcare services and partner products.

How to Apply

Ready to join a team that values your expertise and invests in your future? Click the link below to submit your application and take the first step toward a rewarding career at brighthush.

Apply to This Job

Closing Statement

At brighthush, we’re committed to making a difference in the lives of patients and the professionals who support them. If you’re passionate about delivering exceptional customer service, thrive in a dynamic environment, and are eager to grow your career, we invite you to apply today. Join us and be part of a team that turns challenges into opportunities and creates lasting impact in the healthcare industry.