Remote Healthcare Customer Service Representative – Billing & Insurance Specialist, Patient Payment Resolution Expert with Hybrid Work Options

Welcome to brighthush – Where Compassion Meets Precision in Healthcare Customer Service

brighthush is a trailblazer in the healthcare services arena, redefining how patients, providers, and insurers interact through world‑class customer care and cutting‑edge billing solutions. With a proud legacy spanning more than thirty years, we have cultivated a culture that champions empathy, integrity, and relentless innovation. Whether you’re dialing in from a cozy home office or collaborating face‑to‑face in our modern Marshfield, WI facility, you’ll be part of a team that values every conversation and every life we touch.

Why brighthush is the Ideal Place for Your Next Career Move

At brighthush, we believe that every call, email, or chat can transform a patient’s experience. Our mission is to turn complex billing and insurance challenges into clear, compassionate solutions that empower patients to feel heard and supported. By joining our family, you’ll enjoy:

• A diverse, high‑performing team that thrives on collaboration and forward‑thinking ideas.
• A flexible work model that blends remote independence with the camaraderie of on‑site collaboration.
• Comprehensive onboarding and ongoing training, including our flagship August program that equips you with the tools to succeed.
• A competitive compensation package, performance bonuses, and a robust benefits suite that rewards your dedication.
• Transparent career pathways that let you grow into leadership, specialized billing, or process‑improvement roles.

Position Overview

As a Remote Healthcare Customer Service Representative at brighthush, you will serve as the frontline advocate for patients, attorneys, insurance carriers, and partner facilities. Your role will involve resolving intricate billing and insurance inquiries, facilitating payment options, and ensuring compliance with all regulatory and company standards. You will operate independently, consistently meeting or exceeding key performance indicators (KPIs) such as call volume, payment resolution rates, and quality scores.

Key Responsibilities

• Patient & Partner Engagement: Handle inbound and outbound calls from patients, attorneys, insurance companies, and external facilities to resolve billing and insurance issues.
• Complex Issue Resolution: Address advanced billing questions—including deductibles, co‑insurance, co‑pays, denials, charge disputes, claim resubmissions, eligibility concerns, and coding disputes—using a blend of empathy and analytical skill.
• Payment Facilitation: Review financial information, recommend payment plans, and connect patients with assistance programs in line with brighthush guidelines.
• Objection Management: Navigate objections and concerns with professionalism, guiding patients toward viable payment solutions.
• Script & Policy Adherence: Utilize required scripts and verbatims while skillfully interpreting guidelines to maximize recovery on each call.
• Documentation & Accuracy: Maintain meticulous account notes, codes, and documentation with minimal errors, ensuring compliance with internal and external regulations.
• System Proficiency: Operate seamlessly within both internal and client systems, leveraging available resources to support each interaction.
• Core Value Champion: Embody brighthush’s Core Values and Strategic Anchors in every customer interaction.
• Continuous Improvement: Participate in ongoing training, process improvement initiatives, and cross‑functional projects as needed.

Essential Qualifications

• High School Diploma or equivalent (GED) required; additional education or certifications in healthcare, finance, or customer service is a plus.
• Prior experience in a call center or healthcare customer service environment.
• Working knowledge of medical billing and coding concepts.
• Strong verbal and written communication skills, with impeccable grammar and telephone etiquette.
• Proficiency navigating multiple computer applications and databases simultaneously.
• Moderate to advanced keyboard typing speed and accuracy.
• Ability to compute basic math calculations (addition, subtraction, multiplication, division, percentages) quickly and accurately.
• Self‑motivated, reliable, and capable of managing time effectively in a remote or office setting.
• Professional judgment and client business acumen.
• Understanding of sensitive personal information (SPI) and protected health information (PHI) confidentiality requirements.

Preferred Qualifications

• Experience with brighthush’s core software platforms (formerly Artiva, Cerner Soarian, EPIC).
• Background in a medical office or general understanding of health insurance processes.
• Previous supervisory or team‑lead experience.
• Knowledge of regulatory frameworks such as HIPAA, HITECH, and state‑specific billing regulations.

Skills & Competencies

• Customer‑Centric Mindset: Demonstrated ability to listen actively, empathize, and resolve issues with patience and sincerity.
• Analytical Thinking: Strong problem‑solving skills to dissect complex billing scenarios and propose actionable solutions.
• Technical Proficiency: Comfortable with CRM systems, billing software, and data entry tools.
• Time Management: Ability to prioritize tasks, meet deadlines, and maintain high productivity levels.
• Adaptability: Thrives in a dynamic environment, quickly learning new processes and technologies.
• Team Collaboration: Works effectively with cross‑functional teams, sharing insights and best practices.

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a structured career ladder. Starting as a Customer Service Representative, you can progress to:

• Team Lead – overseeing a group of representatives, coaching performance, and driving KPI achievement.
• Billing Specialist – focusing on advanced coding, denial management, and revenue cycle optimization.
• Process Improvement Analyst – leading initiatives to streamline workflows and enhance customer satisfaction.
• Compliance Officer – ensuring adherence to regulatory standards across all customer interactions.

We invest in your growth through continuous training, mentorship programs, and access to industry conferences. Whether you aspire to deepen your expertise in billing or transition into a leadership role, brighthush provides the resources and support to help you succeed.

Work Environment & Culture

Our hybrid model blends the flexibility of remote work with the camaraderie of an in‑office setting. Employees enjoy:

• State‑of‑the‑art home office stipends and ergonomic support.
• Regular virtual team huddles, video conferences, and collaborative tools.
• On‑site office spaces equipped with modern amenities, including breakout rooms and wellness areas.
• A culture that celebrates diversity, inclusion, and open communication.
• Recognition programs that reward outstanding performance and innovation.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and location, brighthush offers:

• Competitive base salary with performance‑based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching and retirement planning resources.
• Paid time off, holidays, and flexible scheduling options.
• Professional development budget and tuition reimbursement.
• Employee wellness programs, including mental health support and fitness stipends.
• Access to cutting‑edge technology and tools to enhance productivity.

How to Apply

Ready to make a meaningful impact in the healthcare customer service arena? Submit your application through our careers portal or click the link below to join the brighthush team. We look forward to discovering how your skills and passion align with our mission to deliver exceptional patient experiences.

Apply to Join brighthush Today

Final Thoughts

At brighthush, we’re more than a company—we’re a community committed to transforming healthcare interactions into moments of trust and clarity. If you’re a dedicated, empathetic professional who thrives on solving complex problems and delivering outstanding service, we invite you to bring your expertise to our team. Together, we can redefine the standard of care for patients and partners alike.