Remote Customer Service Specialist – Healthcare Access Center – Patient & Provider Support – HIPAA Compliant

About brighthush

brighthush is a leading nonprofit health‑care integrated delivery organization dedicated to improving the health and well‑being of the communities we serve. With a workforce of over 10,000 passionate professionals, we combine clinical excellence, cutting‑edge technology, and compassionate care to deliver a seamless patient experience. Our mission is to empower patients, providers, and partners to achieve better health outcomes through innovation, education, and collaborative teamwork.

Why Join brighthush?

At brighthush, you’ll be part of a culture that values integrity, continuous learning, and a commitment to patient‑centered care. We offer a dynamic, remote work environment that still feels connected through regular virtual huddles, collaborative tools, and a strong sense of community. Whether you’re a seasoned customer‑service professional or just starting your career in healthcare, brighthush provides the resources, mentorship, and growth opportunities to help you thrive.

Position Overview

We are seeking a highly motivated Remote Customer Service Specialist to join our Access Center team. In this role, you will be the first point of contact for patients, healthcare providers, and partner facilities. You’ll handle inbound calls, schedule appointments, manage insurance verification, and coordinate patient information using our electronic health record (EHR) system. Your work will directly impact patient satisfaction, provider efficiency, and overall care quality.

Key Responsibilities

• Navigate the EHR to retrieve and validate historical patient data, ensuring accuracy and compliance with HIPAA privacy standards.
• Capture and document demographic, financial, and insurance information in real time, maintaining data integrity across all systems.
• Manage a high volume of inbound calls from patients, providers, and facilities, addressing a wide range of inquiries such as appointment scheduling, medication refills, insurance referrals, symptom‑based care, pre‑certification requests, billing questions, and test result requests.
• Apply critical thinking and speed to identify the caller’s intent, determine the appropriate action, and resolve the issue efficiently.
• Research complex issues within the EHR, consult with clinical staff, and appropriately escalates when necessary.
• Schedule patient visits while considering provider preferences, insurance eligibility, and patient availability.
• Maintain proficiency in insurance basics, MyChart patient portal, and appointment instructions, and share knowledge with colleagues.
• Communicate directly with physicians and clinical staff to relay pertinent clinical information during after‑hours periods.
• Adhere to performance metrics such as abandoned call rate, average speed of answer, and average transaction time, consistently delivering excellent customer service.
• Operate in a safety‑sensitive environment, maintaining a constant state of alertness and following all safety protocols.

Essential Qualifications

• High School Diploma or GED (or equivalent).
• Minimum of 2–5 years of customer service experience, preferably in a healthcare or call‑center environment.
• Typing speed of at least 35 words per minute with 90% accuracy (typing test required).
• Strong verbal and written communication skills, with the ability to convey complex information clearly and professionally.
• Proficiency with electronic health record systems and familiarity with insurance verification processes.
• Excellent problem‑solving skills and the ability to think critically under pressure.
• Commitment to maintaining patient privacy and confidentiality in accordance with HIPAA regulations.
• Ability to work independently in a remote setting while staying connected to the team.
• Must reside within one hour of St. Louis, Missouri.

Preferred Qualifications

• Experience working with MyChart or similar patient portal platforms.
• Knowledge of medical billing codes, insurance terminology, and pre‑certification processes.
• Previous experience in a safety‑sensitive role or in a regulated environment.
• Multilingual abilities (Spanish, French, or other languages) are a plus.
• Certification in customer service or healthcare administration.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strong organizational skills and attention to detail.
• Adaptability and resilience in a fast‑paced, evolving environment.
• Team collaboration and the ability to share knowledge and best practices.
• Technological proficiency with Microsoft Office Suite, VoIP systems, and EHR platforms.
• Time‑management skills to balance multiple tasks and priorities.

Career Growth & Learning Opportunities

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

• brighthush Institute for Learning and Development – a comprehensive learning platform offering courses in healthcare administration, customer service excellence, and leadership development.
• Tuition assistance available from day one, supporting your pursuit of higher education or professional certifications.
• Mentorship programs pairing you with experienced clinicians and administrators to guide your career path.
• Opportunities to transition into clinical support roles, operations management, or quality improvement initiatives.
• Regular performance reviews and career planning sessions to align your goals with organizational needs.

Work Environment & Culture

Our remote work model is designed to promote flexibility while fostering a sense of belonging. You’ll enjoy:

• Regular virtual team meetings, knowledge‑sharing sessions, and social events.
• A collaborative platform that keeps you connected to colleagues, supervisors, and clinical staff.
• A culture that values diversity, equity, and inclusion, ensuring every voice is heard.
• Recognition programs that celebrate outstanding performance and innovation.
• Access to wellness resources, including mental health support and fitness incentives.

Compensation & Benefits

While specific salary ranges are not disclosed in this posting, brighthush offers a competitive compensation package that includes:

• Comprehensive medical, dental, and vision insurance starting the first day of the month after hire.
• Life insurance and legal services coverage.
• Disability insurance paid for by brighthush.
• 401(k) plan with a company match and an automatic 4% contribution.
• Health Care and Dependent Care Flexible Spending Accounts.
• Paid Time Off (PTO) that combines vacation, sick days, holidays, and personal time.
• Adoption assistance and other family‑friendly benefits.
• Remote work flexibility with the requirement to live within one hour of St. Louis, Missouri.

H1B Sponsorship

brighthush has a history of supporting international talent through H1B sponsorships. While this role may not be eligible for sponsorship, we encourage qualified candidates to apply and discuss potential pathways during the interview process.

Ready to Make an Impact?

If you are passionate about delivering outstanding patient and provider experiences, thrive in a fast‑paced environment, and are ready to grow your career in healthcare, we want to hear from you. Join brighthush and become part of a mission‑driven organization that values your expertise and supports your professional journey.

Apply Today! and start your journey with brighthush.