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

About brighthush

brighthush has been a trusted partner in the healthcare industry for over three decades, delivering innovative solutions that empower patients, providers, and payers alike. Our mission is simple: to streamline the complex world of medical billing and insurance, ensuring that every patient receives clear, compassionate, and accurate support. At brighthush, we believe that our people are our greatest asset, and we invest heavily in their growth, well‑being, and professional development. Whether you work from our state‑of‑the‑art Marshfield, WI office or from the comfort of your home, you’ll be part of a collaborative, forward‑thinking team that values integrity, excellence, and continuous improvement.

Position Overview

We are seeking a dedicated Healthcare Customer Service Representative to join our dynamic billing and insurance support team. In this role, you will be the frontline advocate for patients, law offices, insurance carriers, and other healthcare stakeholders. You will handle inbound and outbound calls, resolve billing inquiries, negotiate payment plans, and ensure compliance with all regulatory and client policies. Your work will directly impact patient satisfaction, revenue recovery, and the overall financial health of our organization.

Key Responsibilities

• Handle inbound calls from patients, attorneys, insurance companies, and external facilities to resolve complex billing and insurance issues.
• Conduct outbound outreach to patients with aging balances, offering payment options and facilitating payment processing.
• Answer detailed questions regarding deductibles, co‑insurance, co‑pays, denial appeals, charge disputes, claim resubmissions, eligibility, and coding discrepancies.
• Review account information, recommend payment plans or assistance programs in line with client guidelines, and document all interactions accurately.
• Manage objections and concerns with empathy, professionalism, and a solutions‑oriented mindset.
• Utilize scripts and verbatim guidelines to maximize recovery while maintaining a high standard of customer service.
• Maintain a thorough understanding of account requirements, leveraging internal and client resources as needed.
• Document all calls, notes, and codes with minimal errors, ensuring compliance with data privacy regulations (PHI, SPI).
• Navigate multiple computer applications and databases simultaneously, including internal systems and client portals.
• Adhere to brighthush Core Values and Strategic Anchors in every interaction.
• Participate in ongoing training, including our August onboarding class, and stay current on industry best practices.
• Perform additional duties as assigned to support business needs and team objectives.

Essential Qualifications

• High School Diploma or GED (required). Associate’s or Bachelor’s degree in Healthcare Administration, Business, or related field is a plus.
• Minimum of 1–2 years of call center experience, preferably in a healthcare customer service environment.
• Familiarity with Artiva, Cerner Soarian, or EPIC systems is highly desirable.
• Working knowledge of medical billing, coding, and insurance terminology.
• Strong verbal and written communication skills, with impeccable grammar and telephone etiquette.
• Proficiency in navigating multiple computer applications, databases, and web portals.
• Typing speed of at least 45 WPM with high accuracy.
• Ability to handle objections, negotiate payment plans, and close calls with a positive outcome.
• Self‑motivated, reliable, and punctual, with a proven track record of meeting or exceeding KPIs.
• Experience working independently in a remote or hybrid environment, maintaining focus and productivity.
• Demonstrated professional judgment and business acumen in a client‑centric setting.
• Understanding of PHI and SPI confidentiality requirements, with a commitment to data security.
• Basic math skills for calculating percentages, totals, and payment amounts.
• Prior supervisory experience is a plus but not required.

Preferred Qualifications

• Experience in a medical office or general health insurance setting.
• Knowledge of regulatory frameworks such as HIPAA, HITECH, and state‑specific billing regulations.
• Previous exposure to collections processes and debt recovery strategies.
• Fluency in additional languages (Spanish, French, etc.) to serve a diverse patient population.
• Certification in medical billing or coding (e.g., Certified Professional Biller, Certified Coding Associate).

Core Competencies & Skills

• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help patients navigate their financial responsibilities.
• Problem‑Solving: Ability to analyze complex billing scenarios and devise effective solutions.
• Communication: Clear, concise, and persuasive verbal and written communication.
• Technical Proficiency: Comfortable with multiple software platforms, data entry, and real‑time reporting tools.
• Time Management: Prioritize tasks, manage call volume, and meet performance metrics.
• Adaptability: Thrive in a fast‑paced environment with evolving policies and procedures.
• Team Collaboration: Work effectively with cross‑functional teams, including billing, collections, and compliance.

Career Growth & Development

At brighthush, we view every role as a stepping stone to greater responsibility. As a Customer Service Representative, you will have the opportunity to:

• Advance to a Team Lead or Supervisory position, overseeing a group of representatives and shaping team strategy.
• Transition into specialized functional roles such as Billing Analyst, Collections Specialist, or Compliance Officer.
• Participate in leadership development programs, mentorship, and cross‑training initiatives.
• Earn certifications and attend industry conferences at no cost to you.
• Benefit from a culture that rewards initiative, innovation, and measurable impact.

Work Environment & Culture

brighthush fosters a supportive, inclusive, and flexible workplace. Whether you choose to work from our modern Marshfield office or from home, you’ll enjoy:

• State‑of‑the‑art technology and ergonomic workstations.
• Regular virtual team huddles, video conferences, and collaborative tools.
• A culture that values work‑life balance, mental health, and personal well‑being.
• Opportunities to contribute ideas, influence processes, and drive positive change.
• Recognition programs that celebrate achievements and milestones.

Compensation & Benefits

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

• Base salary with performance‑based incentives.
• Health, dental, and vision insurance plans.
• 401(k) matching and retirement savings options.
• Paid time off, holidays, and flexible scheduling.
• Professional development budget and tuition reimbursement.
• Employee wellness programs, including mental health resources.
• Remote work stipend for home‑office equipment and internet.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven organization that values integrity, innovation, and the well‑being of its employees. You’ll receive:

• Continuous learning opportunities through structured training and real‑world experience.
• A collaborative environment where your voice is heard and your contributions matter.
• Clear pathways for advancement and a culture that rewards excellence.
• A chance to make a tangible difference in patients’ lives by simplifying their billing experience.

Ready to Make an Impact?

If you are passionate about customer service, thrive in a fast‑paced environment, and want to grow your career in healthcare billing, we encourage you to apply today. Join brighthush and help us transform the way patients interact with their healthcare finances.