Remote Customer Service Representative – Full‑Time Day Shift, Member & Patient Support Specialist for brighthush Healthcare Services
About brighthush – Transforming Healthcare Through Compassionate Service
At brighthush, we believe that every interaction with a member or patient is an opportunity to make a meaningful difference in their health journey. As a leading healthcare organization serving diverse communities across the United States, brighthush is dedicated to improving health outcomes every day. Our mission, “to improve health every day,” drives a culture of empathy, innovation, and relentless commitment to quality care. Join a team where your voice matters, your ideas are welcomed, and your growth is supported.
Position Overview
Job Title: Remote Customer Service Representative – Full‑Time Day Shift, Member & Patient Support Specialist
Employment Type: Full‑time, Day Shift (8:00 AM – 5:30 PM)
Location: Remote (candidates must reside in the Charlottesville, VA area and be able to travel on‑site if connectivity issues arise)
brighthush is seeking a dedicated, detail‑oriented professional to serve as the first point of contact for members and patients seeking assistance with eligibility, prescription benefits, claim payments, billing inquiries, and appointment scheduling. This role is pivotal in ensuring that every caller receives accurate information, compassionate support, and swift resolution of their concerns.
Key Responsibilities
- Answer inbound calls from members, patients, and healthcare providers with a courteous and professional demeanor.
- Verify member eligibility and explain plan benefits, including prescription coverage and claim status.
- Assist callers in updating billing information, establishing payment plans, and resolving payment discrepancies.
- Schedule, reschedule, and confirm patient appointments using brighthush’s electronic health record (EHR) system.
- Document all interactions accurately in the CRM/EHR system, ensuring compliance with privacy regulations (HIPAA).
- Escalate complex issues to senior specialists or appropriate departments while maintaining ownership of the case until resolution.
- Identify trends in caller inquiries and provide feedback to leadership for process improvement.
- Maintain up‑to‑date knowledge of brighthush’s health plans, policies, and system functionalities.
- Participate in ongoing training sessions, webinars, and quality assurance reviews to continuously enhance service quality.
- Adhere to scheduled work hours, attendance policies, and performance metrics such as average handle time, first‑call resolution, and customer satisfaction scores.
Essential Qualifications
- Education: High school diploma or equivalent required; additional post‑secondary education is a plus.
- Experience: Minimum of two (2) years of customer service experience in a high‑volume call‑center environment.
- Demonstrated proficiency in data entry with a focus on accuracy and speed.
- Prior experience scheduling appointments in a healthcare setting.
- Familiarity with Epic Beaker or similar EHR platforms is preferred.
- Strong verbal communication skills, with the ability to convey complex information clearly and empathetically.
- Excellent problem‑solving abilities and a proactive approach to issue resolution.
- Ability to work independently while collaborating effectively with remote teammates.
- Reliable high‑speed internet connection and a quiet, professional home workspace.
Preferred Qualifications & Additional Skills
- Experience with health insurance terminology, claim adjudication, and pharmacy benefit management.
- Certification in Customer Service Excellence (e.g., CCSP, HDI Customer Service Representative).
- Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and familiarity with CRM tools.
- Demonstrated ability to meet or exceed key performance indicators (KPIs) in a fast‑paced environment.
- Multilingual abilities, particularly Spanish, to serve a broader member base.
- Commitment to ongoing professional development and a growth mindset.
Core Competencies for Success
- Empathy & Compassion: Ability to listen actively and respond with genuine concern for the caller’s situation.
- Attention to Detail: Precise data entry and meticulous documentation to avoid errors that could affect patient care.
- Time Management: Efficiently handle multiple calls while maintaining quality and compliance.
- Adaptability: Thrive in a remote work setting, quickly adjusting to new tools, policies, and procedures.
- Team Collaboration: Share insights and best practices with peers and supervisors to foster a culture of continuous improvement.
- Technical Proficiency: Comfortable navigating multiple software platforms simultaneously.
Compensation & Benefits Overview
Base Pay: $20.65 – $30.78 per hour, commensurate with experience, qualifications, and market conditions.
Additional compensation opportunities may include shift differentials, overtime, on‑call pay, performance bonuses, and incentive programs.
Comprehensive Benefits Package
- Medical, dental, and vision insurance with multiple plan options.
- Life insurance, short‑term and long‑term disability, and critical illness coverage.
- 401(k)/403(b) retirement plans with employer matching contributions.
- Paid time off (vacation, sick leave, holidays) and paid parental/family caregiver leave.
- Adoption, fertility, and surrogacy reimbursement up to $10,000.
- Emergency backup care for unexpected family needs.
- Tuition assistance up to $5,250 per year and discounted educational programs through Guild Education.
- Student loan repayment assistance up to $10,000.
- Pet insurance, legal resources plan, and other voluntary benefits.
- Eligibility for an annual discretionary bonus based on individual and organizational performance.
Work Environment & Culture at brighthush
brighthush fosters an inclusive, diverse, and supportive workplace where every employee feels a sense of belonging. Our remote workforce enjoys:
- Flexible scheduling within the defined day‑shift window to accommodate personal commitments.
- A tobacco‑free environment that promotes health and well‑being.
- Regular virtual team‑building events, wellness challenges, and recognition programs.
- Access to a robust learning portal offering courses on customer service excellence, healthcare compliance, and leadership development.
- Mentorship opportunities with seasoned healthcare professionals.
- Transparent communication channels with leadership, encouraging feedback and idea sharing.
Career Growth & Development Opportunities
At brighthush, your career trajectory is shaped by your ambition and the organization’s commitment to internal mobility. As a Customer Service Representative, you can progress to:
- Senior Customer Service Specialist – handling escalated cases and providing mentorship.
- Team Lead or Supervisor – overseeing a group of representatives, managing performance metrics, and driving process improvements.
- Quality Assurance Analyst – focusing on call monitoring, compliance, and training program development.
- Operations Analyst – analyzing call center data to optimize staffing, workflow, and customer experience.
- Specialized roles in member services, billing, or clinical support, leveraging your experience and additional certifications.
Continuous learning is supported through tuition assistance, certification reimbursements, and access to industry conferences.
Application Process
If you are passionate about delivering exceptional service, thrive in a remote environment, and want to be part of a mission‑driven organization, we encourage you to apply today. To submit your application, click the link below and follow the prompts.
Apply to Join brighthush
Why Choose brighthush?
Choosing brighthush means aligning yourself with a purpose‑focused employer that values your well‑being, invests in your professional growth, and celebrates your contributions. Our employees are the heart of our success, and we are committed to providing the tools, resources, and environment you need to excel.
Equal Opportunity Statement
brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
Take the Next Step
Ready to make a difference in the lives of members and patients while advancing your career? Join brighthush’s remote customer service team and become a vital part of a healthcare organization that truly cares about people—both the ones we serve and the ones who serve.