Remote Customer Service Specialist – Patient & Healthcare Partner Support – High‑Volume Call Center – HIPAA‑Compliant – Brighthush

Introduction

Welcome to brighthush, a forward‑thinking healthcare organization that is redefining patient experience through technology, compassion, and a relentless commitment to quality. As the healthcare landscape evolves, we recognize that the first point of contact for patients and partners is more than a phone call—it is the gateway to trust, clarity, and seamless care. That’s why we’re looking for a dedicated Remote Customer Service Specialist to join our dynamic team and help us deliver world‑class service from the comfort of your own home.

Our remote model empowers employees to work from anywhere in the United States while maintaining the same high standards of service that our patients and partners expect. If you thrive in a fast‑paced environment, love problem‑solving, and want to make a tangible difference in people’s lives, brighthush offers you the platform to grow, learn, and succeed.

Key Responsibilities

• Electronic Health Record (EHR) Management: Navigate our secure EHR system to retrieve, validate, and document patient demographic, financial, and clinical information. Ensure data accuracy, maintain HIPAA compliance, and uphold patient privacy at all times.
• High‑Volume Call Handling: Serve as the primary point of contact for patients, healthcare providers, and partner facilities. Manage a diverse range of inquiries—including appointment scheduling, medication refills, insurance verification, symptom‑based triage, pre‑certification requests, billing questions, and test result requests—while ensuring every call is resolved efficiently and professionally.
• Critical Thinking & Escalation: Quickly assess caller needs, identify the root cause, and take appropriate action. When complex issues arise, research thoroughly within the EHR, consult clinical staff, or elevate the matter to the appropriate specialist, ensuring a smooth handoff and timely resolution.
• Appointment Coordination & Insurance Management: Schedule patient visits in alignment with provider preferences, verify insurance eligibility, update coverage details, and document all interactions. Maintain proficiency in insurance basics, MyChart patient portal, and appointment instructions, and communicate directly with physicians during after‑hours to relay essential clinical information.
• Performance & Service Excellence: Meet or exceed established metrics such as abandoned call rate, average speed of answer, and average transaction time. Deliver consistent, courteous, and respectful service to patients, providers, and external partners, embodying the brighthush brand in every interaction.
• Safety‑Sensitive Operations: Operate in a constant state of alertness and safety awareness, recognizing that this role is designated as safety‑sensitive. Adhere to all safety protocols and maintain a calm, focused demeanor under pressure.

Essential Qualifications

• High School Diploma or GED (or equivalent).
• Minimum of 2–5 years of experience in a high‑volume call center or customer service environment, preferably within healthcare or a regulated industry.
• Proven ability to manage multiple tasks simultaneously while maintaining accuracy and attention to detail.
• Strong typing proficiency (minimum 35 words per minute with 90% accuracy).
• Excellent verbal and written communication skills in English.
• Comfortable using technology, including EHR systems, Microsoft Office Suite, and web‑based applications.
• Knowledge of HIPAA regulations and a strong commitment to patient privacy and data security.

Preferred Qualifications

• Experience working with electronic health records such as Epic, Cerner, or Meditech.
• Background in patient access, care coordination, or medical billing.
• Familiarity with insurance verification processes and pre‑authorization workflows.
• Previous exposure to a safety‑sensitive role or environment.
• Demonstrated ability to work independently in a remote setting, managing time effectively and staying motivated.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning every interaction into a positive experience.
• Problem‑Solving: Ability to analyze complex situations, identify solutions, and implement them swiftly.
• Attention to Detail: Meticulous data entry and documentation to ensure accuracy and compliance.
• Adaptability: Comfortable navigating changing priorities, new technologies, and evolving processes.
• Team Collaboration: Willingness to collaborate with clinical staff, IT, and other departments to resolve issues.
• Time Management: Efficiently handle high call volume while meeting performance metrics.
• Technical Proficiency: Comfortable learning new software and troubleshooting basic technical issues.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared journey. As a Remote Customer Service Specialist, you will have access to:

• Brighthush Institute for Learning and Development: Structured training programs, e‑learning modules, and mentorship opportunities to enhance your skills and advance your career.
• Cross‑functional exposure to clinical operations, billing, and patient access teams, providing a holistic view of the healthcare delivery process.
• Opportunities to transition into roles such as Patient Access Coordinator, Clinical Support Specialist, or Quality Improvement Analyst.
• Regular performance reviews and career path discussions to align your goals with organizational needs.

Work Environment & Company Culture

Our remote model is built on trust, flexibility, and collaboration. You will be part of a vibrant, inclusive community that values:

• Work‑Life Balance: Flexible scheduling options and a supportive environment that respects personal commitments.
• Innovation: A culture that encourages creative problem‑solving and continuous improvement.
• Diversity & Inclusion: A workforce that reflects the communities we serve, fostering a sense of belonging and respect.
• Recognition: Regular acknowledgment of outstanding performance through awards, shout‑outs, and tangible rewards.

Compensation, Perks, and Benefits

While specific salary ranges are competitive and commensurate with experience, brighthush offers a comprehensive benefits package designed to support your health, financial well‑being, and personal growth:

• Medical, dental, and vision insurance starting the first day of the month following hire.
• Life insurance and legal services coverage.
• Disability insurance fully paid by brighthush.
• 401(k) plan with company match and a 4% automatic contribution.
• Tuition assistance available from day one.
• 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.
• Access to the brighthush Institute for Learning and Development for continuous skill enhancement.

Why Join brighthush?

When you become part of the brighthush family, you’re not just filling a role—you’re contributing to a mission that places patients at the center of everything we do. Our remote model gives you the freedom to work from anywhere in the United States while enjoying the stability and support of a leading healthcare organization. You’ll collaborate with passionate professionals, leverage cutting‑edge technology, and have a direct impact on patient outcomes.

We’re looking for a proactive, empathetic, and detail‑oriented individual who can thrive in a fast‑paced, safety‑sensitive environment. If you’re ready to bring your expertise to a role that blends customer service excellence with meaningful healthcare impact, we encourage you to apply today.

Apply Now

Ready to take the next step in your career? Click the link below to submit your application and join the brighthush team.