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

Welcome to brighthush – Where Compassion Meets Excellence in Healthcare Support

At brighthush, we believe that every patient deserves a seamless, respectful, and transparent experience when navigating the complexities of healthcare billing and insurance. With over three decades of industry leadership, brighthush has built a reputation for fostering professional growth, championing employee development, and delivering unparalleled service to our patients and partners. Whether you’re working from the comfort of your home or from our modern Marshfield, WI office, you’ll find a culture that values collaboration, innovation, and a genuine commitment to making a difference.

Position Overview

As a Healthcare Customer Service Representative at brighthush, you will be the frontline advocate for patients, law offices, insurance companies, and other external stakeholders. Your role will center on resolving billing and insurance inquiries with empathy, precision, and a solutions‑oriented mindset. You will manage inbound and outbound calls, written communications, and complex payment scenarios, ensuring that every interaction reflects brighthush’s core values of integrity, respect, and excellence.

Key Responsibilities

• Handle inbound calls from patients, law offices, insurance companies, and external facilities, providing clear, accurate, and compassionate responses to complex billing and insurance questions.
• Initiate outbound calls to patients with aging balances, guiding them through payment options, assistance programs, and payment plans while maintaining a positive rapport.
• Resolve intricate billing issues such as deductibles, co‑insurance, co‑pays, denials, charge disputes, claim resubmissions, eligibility questions, and coding disputes.
• Review financial statements and recommend appropriate payment solutions in line with brighthush’s guidelines and client policies.
• Navigate and utilize multiple internal and client systems, including the brighthush platform, to access account details, update records, and document interactions with precision.
• Employ scripts and verbatims strategically to maximize recovery while adhering to regulatory compliance and ethical standards.
• Maintain a comprehensive understanding of account requirements, leveraging documentation and resources to support decision‑making.
• Document all interactions accurately, including notes, codes, and follow‑up actions, ensuring minimal errors and high data integrity.
• Adhere to brighthush’s Core Values and Strategic Anchors, consistently demonstrating professionalism, accountability, and a customer‑first mindset.
• Collaborate with cross‑functional teams, including collections, finance, and compliance, to resolve escalated issues and improve processes.
• Participate in ongoing training and development programs to stay current on industry trends, regulatory changes, and new technologies.
• Contribute to continuous improvement initiatives, sharing insights and best practices to enhance customer experience and operational efficiency.

Essential Qualifications

• High School Diploma or equivalent (GED) required; associate or bachelor’s degree in Healthcare Administration, Business, or related field preferred.
• Prior experience in a call center or healthcare customer service environment, with a proven track record of meeting or exceeding KPIs.
• Strong verbal and written communication skills, with a focus on clarity, empathy, and professional tone.
• Proficiency in navigating multiple computer applications, databases, and telephony systems.
• Ability to perform basic math calculations, including percentages, to accurately process payments and balances.
• Self‑motivated, reliable, and capable of working independently in a remote or office setting.
• Understanding of sensitive personal information (SPI) and protected health information (PHI) with a commitment to confidentiality and compliance.
• Strong problem‑solving skills and the ability to negotiate payment solutions while overcoming objections.
• Excellent time‑management skills, with the ability to prioritize tasks and meet deadlines.

Preferred Qualifications

• Experience with brighthush and brighthush application platforms; familiarity with EPIC is a plus.
• Working knowledge of medical billing and coding, including ICD‑10, CPT, and HCPCS codes.
• Background in a medical office setting or a general understanding of health insurance processes.
• Previous supervisory experience or demonstrated leadership potential.
• Knowledge of regulatory frameworks such as HIPAA, HITECH, and state‑specific billing regulations.

Core Competencies & Skills

• Customer‑Centric Mindset: Demonstrates genuine empathy and patience, ensuring every patient feels heard and supported.
• Analytical Thinking: Quickly assesses complex billing scenarios and identifies the most effective resolution path.
• Technical Proficiency: Comfortable with multiple software platforms, data entry, and telephony systems.
• Communication Excellence: Articulates information clearly, both verbally and in writing, while maintaining professional etiquette.
• Adaptability: Thrives in a dynamic environment, adjusting to new processes, tools, and regulatory updates.
• Team Collaboration: Works effectively with internal teams and external partners to achieve shared goals.
• Integrity & Confidentiality: Upholds the highest standards of data privacy and ethical conduct.

Career Growth & Development at brighthush

At brighthush, we view every employee as a valuable asset and invest heavily in their professional journey. As a Healthcare Customer Service Representative, you will have clear pathways to advance into:

• Team Lead / Supervisor: Oversee a group of representatives, mentor new hires, and drive performance metrics.
• Specialist Roles: Transition into billing specialist, collections analyst, or compliance officer positions.
• Functional Leadership: Move into project management, process improvement, or training and development leadership.

Our comprehensive learning ecosystem includes on‑the‑job training, e‑learning modules, mentorship programs, and access to industry conferences. We encourage you to collaborate with HR and leadership to craft a personalized career roadmap that aligns with your aspirations.

Work Environment & Culture

Whether you choose to work remotely or from our state‑of‑the‑art Marshfield office, you’ll experience a supportive, inclusive, and dynamic workplace. Key highlights include:

• Flexible Work Arrangements: Choose the environment that best suits your lifestyle while maintaining high productivity.
• Collaborative Culture: Engage with a diverse team of professionals who value open communication and mutual respect.
• Employee Wellness: Access to wellness programs, mental health resources, and ergonomic support for remote and onsite staff.
• Recognition & Rewards: Celebrate achievements through employee recognition programs, performance bonuses, and spot awards.
• Community Impact: Participate in volunteer initiatives and community outreach programs that reflect brighthush’s commitment to social responsibility.

Compensation & Benefits

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

• Base salary commensurate with industry standards and your experience level.
• Performance‑based bonuses tied to individual and team metrics.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with employer match.
• Paid time off, holidays, and flexible sick leave.
• Professional development stipend and tuition reimbursement.
• Employee assistance program and mental health support.
• Technology stipend for remote workers to maintain a productive home office.

Why Join brighthush?

Choosing brighthush means becoming part of a forward‑thinking organization that places people at the heart of everything we do. You’ll enjoy:

• A mission‑driven environment where your work directly improves patient experiences.
• Opportunities to learn from industry experts and stay ahead of evolving healthcare regulations.
• A culture that celebrates diversity, equity, and inclusion.
• Work‑life balance supported by flexible schedules and remote options.
• Clear pathways for advancement and a commitment to internal promotion.

Ready to Make a Difference?

If you are passionate about delivering exceptional customer service, thrive in a fast‑paced environment, and are eager to grow your career in healthcare support, we invite you to apply for the Healthcare Customer Service Representative role at brighthush. Join us in transforming the way patients experience billing and insurance, and help us continue to set the standard for excellence in the industry.