Experienced Provider Customer Service Call & Chat Representative – Remote, New Mexico – Healthcare Provider Advocacy & Digital Self‑Service Champion
About brighthush
brighthush is a forward‑thinking, technology‑driven organization that is reshaping the way people experience health care. By harnessing data, analytics, and user‑centric design, we create solutions that simplify access, reduce costs, and improve outcomes for patients, providers, and payers alike. Our mission is to empower every stakeholder with the tools and knowledge they need to navigate the health system with confidence and ease. As a remote‑first company, we value flexibility, collaboration, and a culture of continuous learning.
Role Overview
As a Provider Customer Service Call & Chat Representative, you will be the frontline advocate for healthcare providers across the state of New Mexico. You will handle a high volume of inquiries—calls, chats, and emails—delivering timely, accurate, and empathetic support. Your work will directly influence provider satisfaction, first‑call resolution rates, and the overall efficiency of our care delivery ecosystem. This is a full‑time, remote position that offers the freedom to work from anywhere in New Mexico while contributing to a larger mission of improving health outcomes for millions.
Why This Role Matters
- Directly impacts the experience of healthcare providers who are essential partners in patient care.
- Helps streamline complex processes such as billing, eligibility, and prior authorizations.
- Promotes the adoption of self‑service digital tools that reduce wait times and empower providers.
- Provides a dynamic, fast‑paced environment that rewards initiative, problem‑solving, and collaboration.
Key Responsibilities
- Provider Advocacy: Serve as the primary point of contact for providers, demonstrating accountability and ownership in resolving issues on the first interaction whenever possible.
- Multi‑Channel Support: Manage inquiries across calls, dual chats, and email, ensuring consistent, high‑quality service regardless of the medium.
- Issue Triaging & Resolution: Quickly assess the nature of each provider’s concern—whether it involves benefits, eligibility, billing, clinical authorizations, or behavioral health—and take appropriate action to resolve it efficiently.
- Complex Case Management: Research and dissect intricate prior authorization and claim issues, collaborating with internal partners to prevent repeat calls and maintain provider satisfaction.
- System Navigation: Navigate more than 30 integrated systems (including C&S, M&R, and E&I lines of business) to extract the necessary information for swift resolution.
- Digital Tool Promotion: Encourage providers to use self‑service digital tools, explaining their benefits and guiding them through the setup and use process.
- Performance Tracking: Monitor key metrics such as first Apply for this job