Experienced Healthcare Customer Service Representative – Billing & Insurance Support Specialist (Hybrid & Remote) – Championing Patient Financial Wellness at brighthush

Introduction

In today’s rapidly evolving healthcare landscape, the ability to guide patients, providers, and insurers through the maze of billing and insurance can make the difference between a smooth experience and a frustrating one. At brighthush, we recognize that exceptional customer service is not just a function—it’s the heartbeat of a thriving healthcare ecosystem. With more than thirty years of industry experience, brighthush has earned a reputation for empowering employees, fostering innovation, and delivering unparalleled support to patients, providers, and insurers alike.

We are expanding our customer service team and are looking for dedicated, empathetic, and detail‑oriented professionals to join us as Healthcare Customer Service Representatives. Whether you thrive in a home office or enjoy the collaborative energy of our Marshfield, WI headquarters, brighthush offers a hybrid work model that supports your personal and professional growth. Our next training cohort begins in August, and we’re eager to welcome fresh talent ready to make a meaningful impact.

Key Responsibilities

As a Healthcare Customer Service Representative at brighthush, you will be the frontline advocate for patients, law offices, insurance carriers, and other external stakeholders. Your role will involve:

• Handling inbound and outbound calls with professionalism, patience, and empathy.
• Resolving complex billing and insurance inquiries, including deductibles, co‑insurance, co‑pays, denials, charge disputes, claim resubmissions, eligibility questions, and coding conflicts.
• Providing clear, accurate information about payment options, assistance programs, and referral pathways in line with client guidelines.
• Managing objections and concerns with confidence, using proven negotiation techniques to secure payment agreements.
• Documenting all interactions meticulously in the client’s system, ensuring compliance with privacy regulations and internal quality standards.
• Maintaining a deep understanding of account requirements and leveraging available resources to maximize recovery on each call.
• Adhering to brighthush’s Core Values and Strategic Anchors while delivering measurable results against key performance indicators (KPIs) such as call volume, resolution rate, and call quality.
• Collaborating with cross‑functional teams—billing, collections, compliance, and technology—to continuously improve processes and customer experience.
• Participating in ongoing training and development initiatives to stay current on industry trends, regulatory changes, and new technologies.

Essential Qualifications

To thrive in this role, you should possess:

• High School Diploma or equivalent (GED) – a minimum requirement.
• Prior experience in a call center or healthcare customer service environment.
• Strong verbal and written communication skills, with impeccable grammar and telephone etiquette.
• Proficiency in navigating multiple computer applications and databases simultaneously.
• Moderate to advanced keyboard typing speed and navigation skills.
• Ability to perform basic math calculations (addition, subtraction, multiplication, division, percentages) quickly and accurately.
• Self‑motivation, reliability, and a commitment to career success.
• Understanding of sensitive personal information (SPI) and protected health information (PHI) confidentiality requirements.
• Experience with medical billing and coding concepts is highly desirable.
• Familiarity with electronic health record (EHR) systems such as Artiva, Cerner Soarian, or EPIC is a plus.
• Prior supervisory experience is welcomed and may accelerate advancement opportunities.

Preferred Qualifications

While not mandatory, the following qualifications will set you apart:

• Experience working in a medical office or with health insurance providers.
• Knowledge of billing codes, reimbursement processes, and payer policies.
• Experience with payment processing platforms and financial reconciliation.
• Familiarity with compliance frameworks such as HIPAA, HITECH, and state‑specific privacy laws.
• Demonstrated ability to exceed performance metrics in a high‑volume, fast‑paced environment.
• Proficiency in multiple languages, especially Spanish, to serve a diverse patient population.

Skills & Competencies

Success at brighthush requires a blend of technical acumen and soft skills. Key competencies include:

• Customer‑Centric Mindset: A genuine desire to help patients navigate billing challenges and find the best payment solutions.
• Problem‑Solving: Ability to analyze complex issues, identify root causes, and propose effective resolutions.
• Attention to Detail: Precision in data entry, documentation, and compliance adherence.
• Time Management: Efficiently balancing multiple tasks while meeting or exceeding KPIs.
• Adaptability: Comfortable with evolving processes, new technologies, and shifting priorities.
• Team Collaboration: Willingness to share insights, support peers, and contribute to continuous improvement.
• Resilience: Maintaining composure and professionalism during challenging or emotionally charged interactions.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone toward greater responsibility and impact. As a Healthcare Customer Service Representative, you will have access to:

• Structured mentorship programs with senior leaders and subject‑matter experts.
• Regular performance reviews that highlight strengths and identify growth areas.
• Cross‑training sessions in billing, collections, compliance, and technology.
• Leadership development tracks for those interested in team lead or functional roles.
• Access to industry conferences, webinars, and certification courses (e.g., Certified Medical Reimbursement Specialist).
• Opportunities to contribute to process improvement initiatives and share best practices.

Work Environment & Company Culture

brighthush fosters a culture of inclusion, innovation, and integrity. Our hybrid model blends the autonomy of remote work with the camaraderie of in‑office collaboration. Highlights include:

• Flexible scheduling options to accommodate personal commitments.
• State‑of‑the‑art technology and ergonomic workstations for home and office settings.
• Regular virtual team huddles, town halls, and social events to build community.
• Commitment to diversity, equity, and inclusion through employee resource groups and inclusive hiring practices.
• Recognition programs that celebrate achievements and milestones.
• Open communication channels with leadership and HR to discuss career goals and feedback.

Compensation, Perks, and Benefits

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

• Base salary commensurate with industry standards and your skill set.
• Performance‑based bonuses tied to individual and team KPIs.
• Health, dental, and vision insurance plans with generous coverage options.
• Flexible spending accounts (FSA) and health savings accounts (HSA) to manage out‑of‑pocket expenses.
• 401(k) retirement plan with company match.
• Paid time off (PTO), sick leave, and paid holidays.
• Professional development stipend and tuition reimbursement for relevant courses.
• Employee wellness programs, including virtual fitness classes and mental health resources.
• Employee assistance program (EAP) for confidential counseling and support.

How to Apply

Ready to join a team that values your expertise and invests in your growth? Submit your application through our careers portal or click the link below to start the process. We look forward to learning how your passion for customer service and healthcare can help us continue to deliver outstanding experiences for our patients and partners.