Experienced Remote Healthcare Customer Service Representative – Billing & Insurance Specialist – Texas

Welcome to brighthush: Where Compassion Meets Innovation

At brighthush, we’re redefining the way healthcare customer service is delivered. With a legacy spanning over three decades, we’ve built a culture that values growth, empathy, and excellence. Our mission is simple: empower our people to reach their full potential while providing patients, law offices, and insurance partners with seamless, compassionate support. Whether you’re dialing in from home or joining us in our modern office in Marshfield, WI, you’ll find a dynamic environment that rewards initiative, celebrates diversity, and champions continuous learning.

Position Overview

As a Remote Healthcare Customer Service Representative, you will be the frontline advocate for patients navigating complex billing and insurance landscapes. Your role is pivotal in ensuring that every call, email, or chat ends with a clear, actionable resolution—whether that means setting up a payment plan, clarifying a denial, or guiding a patient to the right resources. You’ll work independently, yet collaboratively, with a team that thrives on data-driven performance and a shared commitment to quality.

Key Responsibilities

• Handle inbound and outbound calls from patients, law offices, insurance carriers, and external facilities, resolving billing and insurance inquiries with patience, empathy, and professionalism.
• Conduct proactive outreach to patients with aging balances, offering payment options and facilitating payment processing.
• Answer complex billing questions—including deductibles, co‑insurance, co‑pays, denials, charge disputes, claim resubmissions, eligibility issues, and coding disputes—using your deep knowledge of medical billing and coding.
• Review financial information and recommend payment plans or assistance programs in line with brighthush guidelines.
• Navigate objections and concerns skillfully, employing scripts and verbatims while maximizing recovery potential on each call.
• Maintain accurate, detailed account documentation, including notes, codes, and follow‑up actions, with minimal errors.
• Operate efficiently within both internal systems and client platforms (e.g., Artiva, Cerner Soarian, EPIC) to retrieve and update patient information.
• Adhere to brighthush Core Values and Strategic Anchors, ensuring compliance with all policies, procedures, and applicable laws.
• Participate in ongoing training, including our August training cohort, to stay current on industry best practices and system updates.
• Assume additional duties as business needs evolve, demonstrating flexibility and a growth mindset.

Essential Qualifications

• High School Diploma or GED (highly preferred).
• 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 and navigation skills.
• Ability to compute basic math calculations (addition, subtraction, multiplication, division, percentages) quickly and accurately.
• Self‑motivated, reliable, and capable of managing time effectively in a remote setting.
• Professional judgment and business acumen, with a focus on client outcomes.
• Understanding of Sensitive Personal Information (SPI) and Protected Health Information (PHI) confidentiality requirements.

Preferred Qualifications

• Experience with Artiva and Cerner Soarian applications; EPIC experience is a plus.
• Working knowledge of medical billing and coding, including ICD‑10, CPT, and HCPCS codes.
• Background in a medical office or general understanding of health insurance processes.
• Previous supervisory or team‑lead experience.
• Familiarity with call center metrics such as calls handled per hour, payment resolution rates, and call quality scores.

Skills & Competencies for Success

• Empathy & Compassion: Ability to listen actively and respond with genuine care.
• Problem‑Solving: Quick analytical thinking to resolve billing disputes and navigate complex insurance scenarios.
• Adaptability: Comfortable with evolving systems, policies, and customer needs.
• Attention to Detail: Precision in documentation and data entry.
• Team Collaboration: Willingness to share insights and support peers in a virtual environment.
• Resilience: Maintaining composure under pressure and handling objections with grace.

Career Growth & Learning Opportunities

At brighthush, we believe that every role is a stepping stone. As a Customer Service Representative, you’ll have clear pathways to advance into:

• Team Lead – overseeing call center operations, coaching new hires, and driving KPI achievement.
• Billing Analyst – deepening your expertise in medical coding and revenue cycle management.
• Process Improvement Specialist – leading initiatives to streamline workflows and enhance customer experience.
• Client Relationship Manager – building strategic partnerships with insurance carriers and law offices.

We invest heavily in professional development through monthly training sessions, access to industry certifications, and mentorship programs. Whether you’re aiming to become a subject matter expert or a future leader, brighthush provides the resources and support to make it happen.

Work Environment & Company Culture

Our hybrid model blends the flexibility of remote work with the camaraderie of in‑office collaboration. You’ll enjoy:

• State‑of‑the‑art virtual communication tools, including screen monitoring and video conferencing.
• A supportive team culture that values transparency, accountability, and continuous improvement.
• Regular virtual coffee breaks and team‑building activities to foster connection.
• Access to a modern office in Marshfield, WI, for those who prefer an on‑site experience.
• Clear expectations for work hours, with a focus on productivity and outcomes rather than micromanagement.

Compensation, Perks & Benefits

While specific figures may vary, brighthush offers a competitive salary package that reflects your experience and performance. In addition:

• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Generous paid time off (PTO) and holiday schedule.
• Flexible work hours and remote work options.
• Employee wellness programs, including mental health resources and fitness stipends.
• Professional development budget for certifications, conferences, and courses.
• Employee referral bonuses and recognition programs.

How to Apply

Ready to join a team that values your expertise and supports your growth? Submit your application through our careers portal, and let’s explore how you can make a difference at brighthush.

Why brighthush?

When you choose brighthush, you’re not just taking a job—you’re stepping into a community that celebrates innovation, compassion, and excellence. Our commitment to employee development, combined with a culture that prioritizes work‑life balance, ensures that you’ll thrive both professionally and personally. If you’re passionate about delivering outstanding customer experiences in the healthcare sector and eager to grow your career, we want to hear from you.

Apply today and become part of a forward‑thinking organization that’s shaping the future of healthcare customer service.