Experienced Remote Mental Health Customer Service Representative – Patient Testing Coordination, Insurance Verification, and Cross‑Functional Support for Healthcare

About brighthush and the Opportunity

At brighthush, we are redefining the way mental health services are delivered by integrating cutting‑edge technology with compassionate, patient‑centered care. Our mission is to empower clinicians, patients, and partners with reliable, timely, and transparent support that enhances treatment outcomes across the United States. As a fully remote role, you will join a dynamic team that operates from anywhere in the country, leveraging the latest cloud‑based tools to streamline processes and elevate the patient experience.

Why This Role Matters

Mental health care is evolving rapidly, and the demand for efficient, accurate, and empathetic customer service has never been higher. As a Remote Mental Health Customer Service Representative, you will be the linchpin that connects patients, clinicians, insurance carriers, and our internal teams. Your work will directly influence the speed and quality of diagnostic testing, the clarity of insurance communications, and the overall satisfaction of every stakeholder involved in the care journey.

Key Responsibilities

• Patient Testing Coordination – Review and validate test request forms, ensuring all necessary documentation accompanies each specimen. Verify that sample collection meets CLIA standards and that all requisition details are accurate.
• Insurance Eligibility & Benefit Verification – Conduct real‑time checks against multiple carrier databases to confirm coverage, co‑payment responsibilities, and pre‑authorization requirements.
• Patient Communication – Serve as the primary point of contact for patients, explaining insurance coverage, test procedures, expected turnaround times, and any follow‑up actions needed.
• Cross‑Department Collaboration – Act as the central hub between technology, revenue cycle, field sales, and laboratory teams to resolve order discrepancies, expedite billing, and ensure seamless data flow.
• Quality Assurance & Process Improvement – Participate in ongoing QA initiatives, identify recurring issues or trends, and collaborate with leadership to develop best practices that elevate service standards.
• Compliance & Documentation – Maintain strict adherence to CLIA, HIPAA, and other regulatory requirements. Accurately document all interactions and decisions in our secure CRM system.
• Performance Management – Independently manage a high volume of calls (60‑80% of your time) while meeting or exceeding production and quality metrics.
• Continuous Learning – Stay current on industry regulations, insurance policy changes, and new testing protocols to provide the most up‑to‑date information to patients and partners.

Essential Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• Minimum of 1 year of relevant experience in a customer service or healthcare support role.
• Proven ability to manage multiple tasks simultaneously in a fast‑paced environment.
• Strong interpersonal and communication skills, with a calm, empathetic tone suitable for sensitive patient interactions.
• Excellent listening, transcription, and self‑review capabilities.
• Proficiency with PC applications, including Microsoft Excel, Word, Outlook, and web‑based portals.
• High typing speed (preferably 60+ WPM) and accurate data entry skills.
• Fluency in Spanish is highly encouraged and will be considered a significant advantage.
• Demonstrated problem‑solving aptitude and a knack for identifying patterns and root causes.

Preferred Qualifications

• Experience with CLIA‑certified laboratory workflows or medical billing processes.
• Knowledge of insurance carrier systems (e.g., e‑claims, eligibility APIs).
• Background in mental health or behavioral health services.
• Previous remote work experience with a proven track record of self‑management and accountability.

Core Skills & Competencies

• Customer‑Centric Mindset – Always prioritize the patient’s needs and ensure a positive experience.
• Analytical Thinking – Quickly assess complex information and make sound decisions.
• Attention to Detail – Maintain accuracy in documentation, data entry, and compliance checks.
• Team Collaboration – Work effectively with cross‑functional teams to resolve issues and implement improvements.
• Adaptability – Thrive in a dynamic environment where priorities can shift rapidly.
• Technical Proficiency – Comfortable navigating multiple software platforms and troubleshooting basic technical issues.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Remote Mental Health Customer Service Representative, you will have access to:

• Structured onboarding and mentorship programs that pair you with experienced leaders.
• Regular training modules covering the latest in mental health regulations, insurance policies, and technology tools.
• Clear career pathways that can lead to roles in operations management, quality assurance, or clinical support leadership.
• Opportunities to contribute to cross‑departmental projects, giving you exposure to revenue cycle, technology, and laboratory functions.
• Access to industry conferences, webinars, and certification courses at no cost to you.

Work Environment & Culture at brighthush

Our remote culture is built on trust, transparency, and collaboration. You’ll enjoy:

• Flexible scheduling that respects your work‑life balance.
• Regular virtual team huddles, town‑hall meetings, and informal coffee chats.
• A culture that celebrates diversity, equity, and inclusion, ensuring every voice is heard.
• Recognition programs that reward outstanding performance and innovation.
• Access to a digital wellness platform that supports mental and physical health.

Compensation, Perks, and Benefits

While specific figures are tailored to experience and role responsibilities, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for remote mental health support roles.
• Performance‑based bonuses tied to quality metrics and customer satisfaction scores.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and tuition reimbursement.
• Employee assistance program (EAP) and mental health resources.
• Technology stipend to support a home‑office setup.

Ready to Make an Impact?

If you are passionate about improving mental health outcomes, thrive in a remote, collaborative setting, and possess the skills to navigate complex patient and insurance interactions, we invite you to join the brighthush family. Your expertise will help us deliver faster, more accurate testing services and ensure that every patient receives the care they deserve.

Apply today and become a vital part of a mission‑driven organization that values innovation, empathy, and excellence. Together, we can transform the mental health landscape—one patient at a time.