Remote Customer Service Specialist – Healthcare Billing & Claims Resolution Expert – Join brighthush

About brighthush

brighthush is a leading non‑profit health care system dedicated to delivering exceptional patient care across a broad network of hospitals, clinics, and specialty centers. With a legacy that dates back to 1903, brighthush has grown into a trusted provider of outpatient, emergency, and comprehensive medical services, employing over 10,000 dedicated professionals. Our mission is to improve the health and well‑being of the communities we serve by combining compassionate care with cutting‑edge medical technology and data‑driven insights.

Why This Role Matters

As a Remote Customer Service Specialist, you will be the frontline advocate for patients navigating the complexities of medical billing and insurance claims. Your expertise will directly impact patient satisfaction, financial clarity, and the overall reputation of brighthush. By resolving billing disputes, clarifying coverage details, and ensuring accurate account information, you help patients focus on their health rather than their paperwork.

Key Responsibilities

• Complex Inquiry Management: Handle a high volume of intricate billing and insurance questions, coordinating with physicians, clinics, hospitals, and insurance carriers to reach timely resolutions.
• Relationship Building: Foster trust and rapport with patients through empathetic, transparent communication, turning challenging interactions into positive experiences.
• Data Analysis & Accuracy: Scrutinize multiple patient account systems to extract, verify, and reconcile billing data, ensuring every communication is fully documented and compliant.
• Performance Metrics: Meet or exceed call‑handling goals, productivity standards, and quality assurance benchmarks set by the Customer Service team.
• Conflict De‑escalation: Calm dissatisfied patients, offering clear solutions and support while maintaining a professional demeanor.
• Guidance & Troubleshooting: Walk callers through troubleshooting steps, help them navigate the brighthush patient portal, and explain product or service usage.
• Record Keeping: Maintain meticulous logs of patient interactions, update account statuses, and file documents in accordance with regulatory requirements.
• Policy Adherence: Follow established communication procedures, guidelines, and internal policies to safeguard patient privacy and data integrity.
• Continuous Improvement: Collaborate with peers to identify service gaps, propose process enhancements, and share best practices.

Essential Qualifications

• Education: High School Diploma or GED equivalent.
• Experience: Minimum of 3 years in a customer‑service or billing role within the healthcare sector.
• Billing Knowledge: Proficient in specialty billing, provider‑based billing, and hybrid billing models.
• Technical Proficiency: Working familiarity with SBO (Salesforce Billing Operations) and non‑SBO environments in Epic.
• Communication Skills: Exceptional verbal and written communication, with the ability to explain complex billing concepts in simple terms.
• Problem‑Solving: Strong analytical skills and a methodical approach to troubleshooting billing discrepancies.
• Empathy & Patience: Ability to remain calm and supportive during high‑stress interactions.
• Remote Work Readiness: Reliable home office setup, including high‑speed internet, a quiet workspace, and a dedicated phone line.

Preferred Qualifications

• Experience with payer contracts and reimbursement policies.
• Knowledge of HIPAA regulations and patient privacy best practices.
• Prior exposure to call‑center metrics such as AHT (Average Handle Time) and CSAT (Customer Satisfaction Score).
• Multilingual capabilities, especially Spanish, to serve a diverse patient population.
• Certification in medical billing or health information management.

Core Skills & Competencies

• Customer‑Centric Mindset: Prioritizes patient needs and strives for resolution excellence.
• Attention to Detail: Ensures accuracy in data entry, documentation, and compliance checks.
• Time Management: Balances high call volume with quality service delivery.
• Team Collaboration: Works effectively with cross‑functional teams, including finance, IT, and clinical staff.
• Adaptability: Quickly learns new systems, policies, and industry changes.
• Technology Savvy: Comfortable navigating multiple software platforms and learning new tools.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Specialist, you will have access to:

• Structured onboarding and mentorship programs to accelerate your integration.
• Regular training sessions on billing updates, regulatory changes, and customer‑service best practices.
• Cross‑departmental shadowing opportunities to broaden your understanding of the healthcare ecosystem.
• Internal career ladder that can lead to roles such as Billing Analyst, Customer Experience Manager, or Operations Lead.
• Tuition reimbursement for relevant certifications or degree programs.

Work Environment & Culture at brighthush

Our remote work model empowers you to balance professional responsibilities with personal life. You’ll be part of a collaborative, inclusive culture that values:

• Open communication and transparency across all levels.
• Continuous feedback and recognition of achievements.
• Diversity and inclusion initiatives that celebrate varied perspectives.
• Community outreach and volunteer programs that reinforce our commitment to public health.

Compensation & Benefits

While specific salary ranges are determined by experience and qualifications, brighthush offers a competitive compensation package that includes:

• Immediate eligibility for comprehensive health and welfare benefits.
• 401(k) retirement plan with a dollar‑for‑dollar match up to 5%.
• Paid Time Off (PTO) accrual starting on Day 1.
• Generous tuition reimbursement program for continued education.
• Flexible work schedule and remote work setup.
• Employee wellness programs, including mental health resources and fitness stipends.

How to Apply

Ready to make a tangible difference in patient lives while advancing your career in a supportive, forward‑thinking environment? Click the link below to submit your application and join the brighthush team.