Experienced Healthcare Insurance Customer Service Representative – Remote, High‑Volume Billing & Collections Specialist at brighthush

About brighthush

brighthush is a leading provider of integrated healthcare solutions, dedicated to delivering exceptional patient experiences and financial clarity across the United States. With a mission to empower patients, providers, and payers through innovative technology and compassionate service, brighthush has built a reputation for reliability, transparency, and a culture that values every team member’s contribution. As we continue to expand our remote workforce, we’re looking for a dynamic, customer‑centric professional to join our Healthcare Customer Service and Collections team and help us maintain the highest standards of care and compliance.

Key Responsibilities

As a Remote Healthcare Customer Service and Collections Representative, you will be the frontline advocate for patients navigating complex billing and insurance questions. Your role will involve a blend of high‑volume call handling, meticulous record‑keeping, and proactive financial counseling—all while upholding the strictest privacy and compliance standards.

• High‑Volume Call Management: Answer and resolve inbound calls from patients, insurance carriers, and internal stakeholders with professionalism and empathy.
• Billing Inquiry Resolution: Research, interpret, and respond to detailed billing questions, including Explanation of Benefits (EOB) analysis and payment status updates.
• Payment Negotiation: Collaborate with patients to develop realistic payment plans, negotiate settlements, and ensure timely resolution of account balances.
• Financial Assistance Identification: Identify patients eligible for financial assistance programs and guide them through enrollment processes.
• EHR & Queue Management: Work accounts assigned to brighthush in Electronic Health Record (EHR) work queues, ensuring accurate documentation and follow‑up.
• Compliance & Confidentiality: Maintain strict adherence to HIPAA, federal, state, and brighthush policies regarding patient data privacy and record integrity.
• Production Standards: Meet or exceed departmental call volume, resolution time, and quality metrics set by the client and internal benchmarks.
• Continuous Improvement: Participate in ongoing training, process improvement initiatives, and cross‑functional projects to enhance service delivery.
• Other Duties: Perform additional responsibilities as directed by the manager to support team goals and operational efficiency.

Essential Qualifications & Experience

To thrive in this role, you should bring a blend of healthcare industry knowledge, customer service excellence, and technical proficiency.

• High school diploma or equivalent (required).
• Minimum of 2+ years in healthcare customer service, collections, billing, or insurance support.
• Hands‑on experience in a hospital or healthcare call center environment.
• Proficiency with Epic EHR system (required).
• Strong understanding of Medicare, Medicaid, HMO, PPO, and other contract payers.
• Ability to read, interpret, and explain EOBs and billing statements.
• Advanced computer skills, including Microsoft Word, Excel, and multi‑screen workflow management.
• Excellent written and verbal communication, with a knack for delivering concise, clear messages.
• Empathy, patience, kindness, and respect when interacting with patients.
• Self‑motivated, critical thinker with strong organizational skills.
• Ability to maintain a professional atmosphere while working from home.
• Knowledge of HIPAA regulations and commitment to confidentiality.

Preferred Qualifications & Certifications

While not mandatory, the following credentials will set you apart and accelerate your success at brighthush.

• CPAR, CHAA, and CFC certifications.
• Experience with advanced billing software and payer portals.
• Prior remote work experience with a proven track record of meeting or exceeding performance metrics.
• Multilingual capabilities to serve a diverse patient population.

Core Competencies & Skills

Success in this role requires a blend of soft and hard skills that align with brighthush’s values and operational demands.

• Customer‑Centric Mindset: Deliver exceptional service while balancing patient needs with organizational policies.
• Analytical Thinking: Quickly assess complex billing scenarios and propose effective solutions.
• Attention to Detail: Ensure accuracy in data entry, documentation, and compliance reporting.
• Time Management: Prioritize tasks to meet high call volume and resolution targets.
• Team Collaboration: Work seamlessly with billing, finance, and clinical teams to resolve patient issues.
• Adaptability: Thrive in a fast‑changing environment with evolving policies and technology.
• Technology Proficiency: Navigate multiple systems, including EHR, CRM, and telephony platforms.

Career Growth & Development

At brighthush, we believe in investing in our people. As a Healthcare Customer Service Representative, you’ll have access to:

• Structured onboarding and continuous learning programs focused on industry best practices.
• Mentorship opportunities with senior customer service and billing leaders.
• Clear career pathways to roles such as Billing Analyst, Collections Manager, or Customer Experience Lead.
• Regular performance reviews with actionable feedback and goal setting.
• Access to industry conferences, webinars, and certification courses at no cost.

Work Environment & Culture

brighthush fosters a culture of respect, innovation, and work‑life balance. Key highlights include:

• Fully remote work model with flexible scheduling to accommodate personal commitments.
• State‑of‑the‑art virtual collaboration tools, including video conferencing, instant messaging, and shared workspaces.
• Inclusive environment that celebrates diversity and promotes belonging.
• Regular virtual team events, wellness challenges, and recognition programs.
• Commitment to continuous improvement and employee feedback loops.

Compensation & Benefits

While specific compensation details are tailored to each candidate’s experience and location, brighthush offers a competitive package that includes:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance plans.
• Flexible spending accounts (FSA) and health savings accounts (HSA).
• 401(k) retirement plan with company match.
• Paid time off, holidays, and sick leave.
• Professional development stipend and tuition reimbursement.
• Wellness resources, including virtual fitness classes and mental health support.

How to Apply

Ready to bring your expertise to a forward‑thinking organization that values your contributions? Click the link below to submit your application and join the brighthush team. We look forward to exploring how your skills and passion can help us continue to deliver outstanding patient experiences and financial clarity across the nation.