Remote Healthcare Customer Service Representative – Billing & Insurance Specialist, Patient Relations, and Payment Solutions

About brighthush and the Healthcare Customer Service Landscape

brighthush is a forward‑thinking health‑services organization that has been delivering high‑quality care solutions for over three decades. With a steadfast commitment to employee growth, innovation, and patient satisfaction, brighthush has become a trusted partner for healthcare providers, insurers, and patients across the United States. Our mission is simple yet powerful: to transform the way people experience health‑care by combining technology, empathy, and expertise.

In today’s rapidly evolving health‑care ecosystem, the role of a customer service representative is more critical than ever. Patients, law offices, insurance carriers, and medical facilities all rely on clear, compassionate communication to resolve billing and insurance questions. At brighthush, we recognize that every call is an opportunity to build trust, reduce financial stress, and improve health outcomes. That’s why we’re looking for a dedicated, detail‑oriented professional to join our remote team and help patients navigate the complexities of medical billing and payment.

Position Overview

As a Remote Healthcare Customer Service Representative, you will be the frontline advocate for patients and partners, delivering exceptional service while managing complex billing and insurance inquiries. You will work independently from your home office or the brighthush office in Marshfield, WI, and you will be expected to exceed key performance indicators (KPIs) such as call volume, resolution rate, and customer satisfaction scores. Your role will involve a blend of inbound and outbound communication, meticulous documentation, and strategic problem‑solving to ensure timely payment and patient satisfaction.

Key Responsibilities

• Patient & Partner Engagement: Handle inbound calls from patients, law offices, insurance companies, and other external stakeholders, providing clear, empathetic, and accurate information.
• Complex Billing Resolution: Resolve intricate billing and insurance issues, including deductibles, co‑insurance, co‑pays, denials, charge disputes, claim resubmissions, eligibility questions, and coding disputes.
• Payment Facilitation: Offer payment options, negotiate payment plans, and refer patients to assistance programs in line with client guidelines.
• Outbound Outreach: Conduct proactive outbound calls to patients with aging balances that have not yet been sent for collections, aiming to secure payment and reduce delinquency.
• Documentation & Compliance: Accurately record all interactions, notes, and codes in internal systems, ensuring minimal errors and adherence to privacy regulations (PHI, SPI).
• System Proficiency: Navigate multiple databases and applications (e.g., Artiva, Cerner Soarian, EPIC) to retrieve account information and update records efficiently.
• Quality & KPI Management: Meet or exceed daily call volume, successful payment resolution, and call quality metrics while maintaining a high level of customer satisfaction.
• Continuous Improvement: Participate in training sessions, share best practices, and contribute to process enhancements that improve service delivery.
• Team Collaboration: Work closely with supervisors, billing specialists, and cross‑functional teams to resolve escalated issues and share insights.

Essential Qualifications

• High School Diploma or GED (or equivalent). Prior supervisory experience is a plus.
• Strong verbal and written communication skills, with a professional tone and impeccable grammar.
• Proficiency in 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.
• Reliable, self‑motivated, and capable of managing time effectively in a remote environment.
• Demonstrated judgment, professionalism, and adherence to client business acumen.
• Understanding of sensitive personal information (PHI) and the importance of confidentiality.
• Strong problem‑solving skills and the ability to negotiate payment solutions with empathy and persistence.

Preferred Qualifications

• Prior experience in a call center and/or healthcare customer service setting.
• Familiarity with Artiva, Cerner Soarian, or EPIC electronic health record systems.
• Working knowledge of medical billing and coding principles.
• Experience in a medical office environment or general understanding of health insurance processes.
• Experience handling complex billing disputes and claim resubmissions.
• Previous exposure to payment plan negotiations and assistance program referrals.

Skills & Competencies for Success

• Empathy & Compassion: Ability to listen actively and respond with genuine care, building trust with patients and partners.
• Technical Proficiency: Comfortable with multiple software platforms, data entry, and real‑time problem resolution.
• Analytical Thinking: Quickly assess billing scenarios, identify root causes, and propose effective solutions.
• Resilience & Adaptability: Thrive in a fast‑paced environment, handling high call volumes while maintaining quality.
• Collaboration: Work effectively with cross‑functional teams, sharing insights and contributing to continuous improvement.
• Time Management: Prioritize tasks, meet deadlines, and maintain productivity in a remote setting.
• Compliance Awareness: Adhere to HIPAA, PHI, and other regulatory requirements, ensuring data security and privacy.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Customer Service Representative, you will have access to a range of growth pathways:

• Team Lead & Supervisory Tracks: Demonstrate leadership skills and advance to a team lead or supervisory role, overseeing call center operations and mentoring new hires.
• Specialist Roles: Transition into specialized billing, collections, or insurance liaison positions that require deeper domain expertise.
• Cross‑Functional Projects: Participate in initiatives that improve patient experience, streamline billing processes, or integrate new technologies.
• Continuous Learning: Receive ongoing training in medical billing, coding, compliance, and customer service best practices, with opportunities to earn certifications.
• Mentorship & Coaching: Work with senior leaders and industry experts who provide guidance and support for your career trajectory.

Work Environment & Company Culture

brighthush fosters a culture of collaboration, innovation, and respect. Our remote work model empowers employees to balance professional responsibilities with personal commitments while maintaining a strong sense of community through virtual team meetings, video conferences, and collaborative platforms.

Key cultural highlights include:

• Inclusive & Diverse Workforce: We celebrate diverse perspectives and encourage inclusive practices across all levels.
• Employee Well‑Being: Access to wellness programs, mental health resources, and flexible scheduling.
• Recognition & Rewards: Regular acknowledgment of outstanding performance through awards, bonuses, and public recognition.
• Transparent Communication: Open channels for feedback, idea sharing, and executive updates.
• Community Engagement: Opportunities to volunteer, support local charities, and participate in health‑care outreach initiatives.

Compensation, Perks, and Benefits

While specific salary ranges may vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to KPIs such as call resolution rate and customer satisfaction.
• Health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and sick leave.
• Professional development stipend and tuition reimbursement for relevant certifications.
• Technology stipend for home office setup.
• Employee assistance program (EAP) for mental health support.

How to Apply

Ready to make a meaningful impact in the healthcare industry? Join brighthush and become part of a team that values empathy, innovation, and excellence. Submit your resume and a brief cover letter outlining why you’re the ideal candidate for this role. We look forward to exploring how your skills and passion align with our mission to improve patient experiences and streamline billing processes.

Apply now and take the first step toward a rewarding career at brighthush.