Experienced Healthcare Customer Service Representative – Billing & Insurance Support – Remote & Onsite (FL)

About brighthush

brighthush is a trailblazing leader in the healthcare services sector, dedicated to transforming patient experiences through technology, empathy, and operational excellence. With a legacy spanning over three decades, we have built a reputation for empowering our people, fostering innovation, and delivering measurable value to our partners and patients alike. Our mission is simple yet profound: to make every interaction with healthcare billing and insurance a seamless, compassionate, and empowering journey.

Why Join brighthush?

At brighthush, you’ll find a culture that celebrates curiosity, champions continuous learning, and rewards results. We offer a hybrid work model that lets you thrive from the comfort of your home or in our modern Marshfield, WI office—whichever aligns best with your lifestyle. Our August training cohort is designed to equip you with the tools, knowledge, and confidence to excel from day one.

Position Overview

As a Healthcare Customer Service Representative, you will be the frontline advocate for patients, law offices, insurance carriers, and other external stakeholders. Your role is pivotal in resolving complex billing and insurance inquiries, guiding patients toward payment solutions, and ensuring compliance with all regulatory and client-specific policies. You will operate with autonomy, consistently surpassing key performance indicators (KPIs) such as call volume, resolution rate, and quality scores.

Key Responsibilities

• Handle inbound and outbound calls, emails, and written correspondence from patients, attorneys, insurers, and external facilities.
• Resolve aging account balances, complex denials, charge disputes, eligibility issues, and coding disputes with a patient‑centric approach.
• Provide clear explanations of deductibles, co‑insurance, co‑pays, and payment options, including assistance programs aligned with client guidelines.
• Utilize scripts and verbatim guidelines to navigate conversations, maximize recovery, and maintain compliance.
• Document all interactions accurately using internal and client systems, ensuring minimal errors and high data integrity.
• Escalate unresolved issues to appropriate internal teams while maintaining a proactive follow‑up cadence.
• Adhere to brighthush Core Values and Strategic Anchors, embodying professionalism, integrity, and a commitment to patient well‑being.
• Participate in continuous improvement initiatives, sharing insights that enhance processes, scripts, and customer experience.
• Support ad‑hoc projects and cross‑functional tasks as business needs evolve.

Essential Qualifications

• High School Diploma or GED (equivalent) required; associate’s degree preferred.
• Minimum of 1–2 years in a call center or healthcare customer service environment.
• Proficiency in navigating multiple computer applications and databases simultaneously.
• Strong verbal and written communication skills, with impeccable telephone etiquette.
• Basic math proficiency (addition, subtraction, multiplication, division, percentages).
• Reliable, punctual, and self‑motivated with a proven track record of meeting or exceeding KPIs.
• Experience with medical billing and coding concepts is highly desirable.
• Prior exposure to electronic health record (EHR) systems such as Artiva, Cerner Soarian, or EPIC is a plus.
• Understanding of PHI and SPI confidentiality requirements and a commitment to data privacy.

Preferred Qualifications

• Previous supervisory or team‑lead experience within a call center or healthcare setting.
• Advanced knowledge of insurance terminology, claim processing, and denial management.
• Experience in a medical office or general health insurance environment.
• Proficiency in using screen‑monitoring and video‑conferencing tools for remote collaboration.
• Demonstrated ability to negotiate payment plans and resolve objections with empathy and persistence.

Skills & Competencies

• Customer‑first mindset with a passion for problem‑solving.
• Exceptional listening skills and the ability to read between the lines.
• Strong analytical thinking to assess account status and recommend appropriate actions.
• Adaptability to rapidly changing priorities and new technologies.
• Team collaboration, especially in a virtual environment, while maintaining individual accountability.
• Time‑management prowess—balancing high call volume with meticulous documentation.
• Resilience and emotional intelligence to handle sensitive patient conversations.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is defined by performance, initiative, and a desire to grow. Successful representatives often advance to:

• Team Lead – overseeing a group of representatives, coaching performance, and shaping workflow.
• Process Improvement Analyst – driving efficiency projects and system enhancements.
• Billing & Collections Specialist – deepening expertise in revenue cycle management.
• Compliance & Quality Assurance – ensuring adherence to industry regulations and internal standards.

We invest heavily in professional development through:

• Structured onboarding and August training cohort.
• Access to industry certifications (e.g., Certified Medical Reimbursement Specialist).
• Mentorship programs pairing new hires with seasoned leaders.
• Regular skill‑building workshops on billing software, negotiation tactics, and regulatory updates.

Work Environment & Culture

Our hybrid model blends the flexibility of remote work with the camaraderie of an in‑office setting. Employees enjoy:

• State‑of‑the‑art home office stipends and ergonomic support.
• Weekly virtual coffee chats and monthly in‑person team gatherings.
• Open‑door leadership communication and transparent decision‑making.
• Inclusive culture that celebrates diversity, equity, and belonging.
• Employee resource groups focused on wellness, mentorship, and community outreach.

Compensation, Perks & Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to individual and team KPIs.
• Health, dental, and vision insurance plans with generous coverage options.
• 401(k) retirement plan with company match.
• Paid time off, sick leave, and a flexible holiday calendar.
• Wellness stipend, mental health resources, and employee assistance programs.
• Professional development budget and tuition reimbursement for relevant courses.
• Employee referral bonuses and recognition programs.

How to Apply

If you are a compassionate, results‑driven professional ready to make a tangible impact in healthcare billing and customer service, we invite you to apply. Join brighthush and become part of a team that values your expertise, supports your growth, and celebrates your successes.

Ready to take the next step? Click the link below to submit your application and start your journey with brighthush today.