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

About brighthush

brighthush is a trailblazer in the healthcare services industry, dedicated to transforming patient experiences through innovative billing, insurance, and customer support solutions. With a legacy spanning over three decades, we empower our people to grow, learn, and thrive in a culture that values empathy, excellence, and continuous improvement. Whether you work from home or from our modern Marshfield, WI office, you’ll be part of a collaborative team that delivers exceptional service to patients, law offices, insurance carriers, and other healthcare partners.

Why Join brighthush?

• Impactful Work: Every call you handle directly improves a patient’s journey, helping them navigate complex billing and insurance landscapes with confidence.
• Career Growth: Start as a Customer Service Representative and advance to Team Lead, Operations Analyst, or Billing Specialist roles—our internal promotion pipeline is designed to recognize and reward performance.
• Flexible Work Options: Choose between a fully remote setup or our state‑of‑the‑art office in Marshfield, WI, with the flexibility to balance work and life.
• Professional Development: Access ongoing training, certifications, and mentorship programs that keep you ahead in medical billing, coding, and customer engagement.
• Competitive Compensation & Benefits: Earn a base salary that reflects your experience, plus performance bonuses, health & wellness benefits, paid time off, and a 401(k) plan with company match.

Position Summary

As a Healthcare Customer Service Representative at brighthush, you will be the frontline advocate for patients and partners, delivering consistent, high‑quality service while resolving billing and insurance inquiries. Your role blends inbound and outbound communication, meticulous account management, and strategic problem‑solving to ensure timely payment resolution and customer satisfaction.

Key Responsibilities

• Handle inbound calls from patients, law offices, insurance carriers, and external facilities to resolve complex billing and insurance issues.
• Make outbound calls to patients with aging balances, offering payment plans, assistance programs, and collection alternatives.
• Address intricate billing questions—deductibles, co‑insurance, co‑pays, denials, charge disputes, claim resubmissions, eligibility, and coding disputes—using industry knowledge and company guidelines.
• Review financial statements, recommend payment options, and coordinate with internal teams to facilitate payment processing.
• Navigate and document interactions within internal and client systems (e.g., EPIC, Cerner Soarian, Artiva) with precision and minimal errors.
• Utilize scripts and verbatim guidelines to maximize recovery while maintaining a compassionate, patient‑centered approach.
• Maintain accurate account notes, codes, and documentation, ensuring compliance with HIPAA and other regulatory requirements.
• Meet or exceed key performance indicators (KPIs) such as calls handled per hour, successful payment resolution rate, and call quality scores.
• Collaborate with cross‑functional teams—billing, collections, compliance—to resolve escalated issues and improve processes.
• Participate in continuous improvement initiatives, sharing insights and best practices to enhance service delivery.

Essential Qualifications

• High School Diploma or GED (required); associate’s degree or higher is a plus.
• Prior experience in a call center or healthcare customer service environment.
• Working knowledge of medical billing and coding concepts.
• Familiarity with Artiva, Cerner Soarian, and EPIC systems.
• Strong verbal and written communication skills, with impeccable telephone etiquette.
• Proficiency in navigating multiple computer applications and databases simultaneously.
• Advanced keyboard typing and navigation skills (minimum 45 WPM).
• Ability to handle objections, negotiate payment plans, and close conversations with empathy.
• Self‑motivated, reliable, and capable of managing time effectively in a remote or office setting.
• Understanding of HIPAA, PHI, and other privacy regulations.
• Basic math skills for calculating percentages, totals, and payment amounts.
• Prior supervisory experience is welcomed and may accelerate career progression.

Preferred Qualifications

• Experience in a medical office or general health insurance environment.
• Certification in medical billing or coding (e.g., Certified Professional Biller).
• Knowledge of collections processes and debt recovery strategies.
• Experience with remote work tools (screen monitoring, video conferencing, collaboration platforms).
• Multilingual capabilities to serve diverse patient populations.

Core Competencies & Skills

• Customer‑centric mindset with a passion for problem‑solving.
• Strong analytical and data‑driven decision making.
• Adaptability to changing policies, procedures, and technology.
• Team collaboration and cross‑departmental communication.
• Resilience under pressure and ability to maintain composure during challenging calls.
• Commitment to continuous learning and professional growth.

Career Growth & Learning Opportunities

At brighthush, we believe that your career should evolve as you grow. Starting as a Customer Service Representative, you’ll have the chance to:

• Advance to a Team Lead role, overseeing a group of representatives and shaping service strategies.
• Transition into specialized billing or coding positions, leveraging your expertise to influence revenue cycle management.
• Explore functional roles in operations, compliance, or technology—our cross‑training programs open doors to diverse career paths.
• Earn industry certifications and attend workshops, conferences, and webinars—all supported by brighthush’s learning budget.

Work Environment & Company Culture

brighthush fosters a culture of transparency, collaboration, and innovation. Whether you’re working from home or in our Marshfield office, you’ll experience:

• Open communication channels with leadership and peers.
• Regular virtual town halls and team‑building events.
• Access to cutting‑edge technology and tools that streamline your workflow.
• A supportive environment that values work‑life balance, mental health, and employee well‑being.
• Recognition programs that celebrate achievements and milestones.

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.
• Performance‑based bonuses tied to KPI achievements.
• Health, dental, and vision insurance plans.
• Flexible paid time off (PTO) and holiday schedule.
• 401(k) retirement plan with company match.
• Employee assistance program (EAP) and wellness resources.
• Professional development stipend and tuition reimbursement.
• Remote work stipend for home‑office equipment and internet.

How to Apply

Ready to make a difference in the lives of patients and partners? Submit your application through our careers portal or click the link below to start your journey with brighthush.

Apply to this position now

Join brighthush – Where Compassion Meets Excellence

At brighthush, we’re more than a healthcare service provider—we’re a community of dedicated professionals who believe that every interaction can change a life. If you’re passionate about delivering outstanding customer service, thrive in a fast‑paced environment, and want to grow your career with a forward‑thinking organization, we want to hear from you. Apply today and become part of a team that values your expertise, supports your ambitions, and celebrates your successes.