Remote Healthcare Customer Service Representative – Billing & Insurance Specialist – Patient Experience Champion – Join brighthush’s Innovative Revenue Cycle Team
About brighthush and the Future of Healthcare Customer Service
brighthush has been a trailblazer in the healthcare solutions arena for over thirty years, empowering patients, providers, and payers alike. Our mission is simple yet transformative: to demystify medical billing and insurance, ensuring every patient receives clear, compassionate, and accurate support. In a world where technology, regulation, and patient expectations evolve at lightning speed, brighthush stands out as a beacon of reliability, innovation, and employee growth.
As the industry continues its digital transformation, the demand for skilled customer service professionals who can navigate billing systems, interpret insurance nuances, and communicate with empathy has never been higher. At brighthush, we recognize that the heart of our business is the patient experience. That’s why we’re looking for a dedicated Remote Healthcare Customer Service Representative who can blend technical expertise with genuine care.
Position Overview
As a Remote Healthcare Customer Service Representative at brighthush, you will be the frontline advocate for patients, law offices, insurance companies, and other external stakeholders. Your role will involve handling inbound and outbound calls, resolving billing and insurance inquiries, and guiding patients toward payment solutions that align with their financial circumstances. You will work independently, meeting and exceeding key performance indicators (KPIs) such as call volume, successful payment resolution, and call quality scores.
Why This Role Matters
Every call you handle directly impacts a patient’s journey, turning confusion into clarity and frustration into relief. Your expertise helps patients understand their financial responsibilities, reduces the burden on providers, and strengthens the overall revenue cycle. In short, you’re a vital link between complex medical billing systems and the people they serve.
Day in the Life
- Start your shift with a quick system check and review of the day’s call queue.
- Handle a mix of inbound inquiries from patients, law offices, and insurance carriers.
- Make outbound calls to patients with aging balances, offering payment options and negotiating payment plans.
- Document every interaction with precision, ensuring data integrity and compliance.
- Collaborate with internal teams to resolve complex billing disputes and claim resubmissions.
- Participate in daily huddles to share insights, challenges, and best practices.
- Wrap up with a brief reflection on performance metrics and personal development goals.
Key Responsibilities
- Handle inbound calls from patients, law offices, insurance carriers, and other external entities to resolve complex billing and insurance issues.
- Make outbound calls to patients with aging balances that have not yet been sent for collections, offering payment options and negotiating payment plans.
- Answer detailed questions regarding deductibles, co‑insurance, co‑pays, denials, charge disputes, claim resubmissions, eligibility, and coding disputes.
- Review financial statements and recommend payment options or assistance programs in line with brighthush guidelines.
- Manage both routine and challenging objections, guiding patients through payment resources and making referrals to the appropriate client services.
- Utilize required scripts and verbatims, skillfully navigating policy guidelines to maximize recovery on each call.
- Maintain a working knowledge of account requirements, leveraging documentation and resources as needed.
- Document account interactions accurately, including notes and codes, with minimal errors and minimal supervisory assistance.
- Operate efficiently within both internal brighthush systems and client portals, ensuring data integrity and compliance.
- Adhere to brighthush Core Values and Strategic Anchors, embodying professionalism, integrity, and customer focus.
- Take on additional duties as assigned to support business needs and continuous improvement initiatives.
Essential Qualifications
- High School Diploma or equivalent (GED) required; any post‑secondary education is a plus.
- Prior experience in a call center and healthcare customer service environment preferred.
- Familiarity with Artiva, Cerner Soarian, and EPIC systems is highly desirable.
- Working knowledge of medical billing and coding concepts.
- Experience in a medical office or general understanding of health insurance processes.
- Excellent verbal and written communication skills, with proper grammar and telephone etiquette.
- Proficiency navigating multiple computer applications and databases simultaneously.
- Moderate to advanced keyboard typing speed and navigation skills.
- Strong problem‑solving abilities, able to overcome patient objections and negotiate payment solutions.
- Reliable, punctual, and self‑motivated with a strong sense of responsibility.
- Ability to maintain confidentiality of sensitive personal information (SPI) and protected health information (PHI).
- Basic math proficiency (addition, subtraction, multiplication, division, percentages).
- Prior supervisory experience is welcome and may accelerate career progression.
Preferred Qualifications
- Experience with remote work environments and self‑management tools.
- Knowledge of state and federal healthcare regulations (e.g., HIPAA, HITECH).
- Multilingual capabilities to serve a diverse patient population.
- Previous exposure to collections or debt‑resolution processes.
- Demonstrated success in meeting or exceeding KPIs in a call‑center setting.
Skills & Competencies for Success
- Customer‑Centric Mindset: Empathy, patience, and the ability to listen actively.
- Analytical Thinking: Ability to interpret complex billing statements and insurance documents.
- Communication Excellence: Clear, concise, and professional verbal and written communication.
- Technical Proficiency: Comfortable with multiple software platforms and quick to learn new tools.
- Problem‑Solving: Creative solutions to resolve payment disputes and objections.
- Time Management: Efficiently handle high call volumes while maintaining quality.
- Adaptability: Thrive in a dynamic environment with evolving policies and procedures.
- Integrity & Confidentiality: Uphold strict privacy standards for PHI and SPI.
Career Growth & Learning Opportunities
At brighthush, we believe that every team member has the potential to grow. As a Remote Healthcare Customer Service Representative, you will have clear pathways to advance into:
- Team Lead – overseeing a group of representatives, coaching performance, and shaping team culture.
- Billing Analyst – deepening expertise in coding, audits, and revenue cycle optimization.
- Client Relationship Manager – building long‑term partnerships with insurance carriers and law firms.
- Process Improvement Specialist – leading initiatives to streamline workflows and enhance patient satisfaction.
We invest in continuous learning through on‑the‑job training, access to industry certifications (e.g., Certified Professional Biller), and regular workshops on regulatory updates. Our mentorship program pairs new hires with seasoned professionals to accelerate skill development and career planning.
Work Environment & Company Culture
Whether you choose to work from home or from our Marshfield, WI office, you’ll experience a supportive, inclusive, and collaborative culture. Our remote team relies on screen monitoring, video conferencing, and cloud‑based tools to stay connected and maintain high service standards. We value work‑life balance, offering flexible scheduling options and a generous paid time off policy.
At brighthush, we celebrate diversity, encourage innovation, and foster a culture of continuous improvement. Our core values—Integrity, Excellence, Compassion, and Collaboration—guide every interaction, ensuring that both patients and employees feel respected and valued.
Compensation, Perks, and Benefits
- Competitive Salary: Market‑aligned pay with performance‑based bonuses.
- Health & Wellness: Comprehensive medical, dental, and vision plans.
- Retirement Savings: 401(k) plan with company match.
- Professional Development: Reimbursement for certifications and training courses.
- Remote Work Flexibility: Home office stipend and ergonomic equipment support.
- Paid Time Off: Generous vacation, sick leave, and personal days.
- Employee Assistance Program: Confidential counseling and support services.
- Team Building: Quarterly virtual events, annual retreats, and recognition programs.
Why Join brighthush?
When you join brighthush, you become part of a mission‑driven organization that places patient care at the forefront of everything we do. You’ll work alongside passionate professionals who are committed to excellence, innovation, and continuous learning. Your contributions will directly impact patient satisfaction, financial clarity, and the overall health of our clients’ revenue cycles.
We’re looking for individuals who are not only skilled but also share our values of empathy, integrity, and collaboration. If you’re ready to make a tangible difference in patients’ lives while advancing your career in a supportive, growth‑oriented environment, we want to hear from you.
Ready to Apply?
Take the next step in your career by applying to brighthush today. Join a team that values your expertise, supports your growth, and empowers you to deliver exceptional patient experiences.
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