Remote Healthcare Customer Service Representative – Billing & Insurance Specialist – Tennessee

About brighthush and the Healthcare Customer Service Landscape

brighthush has been a trusted name in the healthcare industry for over three decades, building a reputation for excellence, innovation, and a relentless focus on employee growth. Our mission is simple: empower our people to reach their full potential while delivering exceptional, compassionate care to patients, providers, and partners across the United States. Whether you’re dialing into a call from your home office or collaborating with colleagues in our modern Marshfield, WI facility, you’ll find a culture that values autonomy, continuous learning, and a shared commitment to quality service.

In today’s fast‑moving healthcare environment, the role of a Customer Service Representative is more critical than ever. You’ll be the first point of contact for patients, law offices, insurance carriers, and other stakeholders, navigating complex billing and insurance questions with empathy, accuracy, and a solutions‑oriented mindset. At brighthush, we believe that every interaction is an opportunity to make a difference—whether it’s helping a patient understand their deductible or guiding a provider through a claim denial. If you thrive in a dynamic, data‑driven setting and want to be part of a team that values integrity, collaboration, and professional development, we want to hear from you.

Key Responsibilities

• Customer Interaction: Handle inbound and outbound calls, emails, and chat inquiries from patients, law offices, insurance carriers, and other external partners. Resolve billing and insurance issues with patience, empathy, and professionalism.
• Billing & Insurance Expertise: Address complex questions related to deductibles, co‑insurance, co‑pays, denial management, charge disputes, claim resubmissions, eligibility, and coding disputes. Provide clear, accurate explanations and guide customers through the resolution process.
• Payment Facilitation: Review account balances, recommend payment options, and facilitate payment processing. Offer assistance programs and referral resources in line with brighthush client guidelines.
• Documentation & Compliance: Maintain meticulous account notes, codes, and documentation. Ensure all records comply with brighthush policies, client procedures, and applicable federal and state regulations, including HIPAA and Sensitive Personal Information (SPI) protocols.
• Performance Excellence: Meet or exceed key performance indicators (KPIs) such as calls handled per hour, successful payment resolution rates, and call quality scores. Operate with minimal supervision while maintaining high standards of accuracy and customer satisfaction.
• Continuous Improvement: Participate in ongoing training, share best practices, and contribute to process enhancements that improve efficiency, accuracy, and customer experience.

Essential Qualifications

• High School Diploma or equivalent (college coursework in healthcare, business, or communications is a plus).
• Minimum of 1–2 years of experience in a call center or healthcare customer service environment.
• Strong verbal and written communication skills, with a keen ear for tone, clarity, and empathy.
• Proficiency in navigating multiple computer applications and databases simultaneously.
• Moderate to advanced keyboard typing speed (minimum 45 WPM) and navigation skills.
• Excellent telephone etiquette and the ability to manage multiple concurrent tasks.
• Self‑management skills for a remote or hybrid work environment, including time‑management, focus, and accountability.
• Knowledge of medical billing and coding principles is highly desirable.
• Experience with electronic health record (EHR) systems such as Artiva, Cerner Soarian, or EPIC is a strong advantage.

Preferred Qualifications & Skills

• Prior experience in a medical office setting or a comprehensive understanding of health insurance structures.
• Familiarity with payment assistance programs and financial counseling for patients.
• Advanced proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with CRM platforms.
• Ability to analyze data, identify trends, and recommend actionable improvements.
• Strong problem‑solving skills and a proactive approach to resolving complex issues.
• Experience in a high‑volume, fast‑paced call center environment with a proven track record of meeting or exceeding KPIs.
• Knowledge of HIPAA regulations and best practices for handling sensitive personal information.

What You’ll Gain at brighthush

Career Growth & Development

At brighthush, we view every role as a stepping stone to greater responsibility. As a Remote Healthcare Customer Service Representative, you’ll have access to:

• Structured onboarding and a comprehensive August training program that covers billing, insurance, compliance, and customer service excellence.
• Ongoing professional development courses, including certifications in medical billing, coding, and customer experience management.
• Mentorship from seasoned professionals who have advanced to supervisory and managerial positions.
• Clear career pathways to roles such as Billing Specialist, Claims Analyst, Customer Experience Manager, or Operations Lead.

Learning & Innovation

We invest heavily in technology and tools that empower our team to deliver top‑tier service. You’ll work with cutting‑edge platforms like Artiva, Cerner Soarian, and EPIC, and you’ll have the opportunity to contribute to the continuous improvement of our processes through data analytics and feedback loops.

Work Environment & Culture

• Hybrid flexibility: work from home or from our state‑of‑the‑art Marshfield, WI office.
• Collaborative culture that values transparency, respect, and a shared commitment to patient care.
• Regular virtual team meetings, screen‑sharing sessions, and video conferences to foster connection and knowledge sharing.
• Inclusive environment that celebrates diversity, equity, and belonging.

Compensation, Perks & Benefits

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

• Base salary commensurate with industry standards and your experience.
• Performance‑based bonuses tied to KPI achievement.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and sick leave.
• Flexible work schedule and remote work options.
• Employee assistance programs, wellness resources, and continuous learning stipends.

Why Join brighthush?

At brighthush, you’re not just filling a role—you’re becoming part of a mission to transform patient experience and streamline healthcare operations. You’ll work alongside passionate professionals who are dedicated to making a real difference in people’s lives. Your expertise will directly impact patient satisfaction, financial health, and the overall success of our partners.

We’re looking for individuals who are:

• Empathetic and patient‑focused, with a genuine desire to help others.
• Detail‑oriented and committed to accuracy in every interaction.
• Self‑motivated and capable of thriving in a remote or hybrid setting.
• Adaptable, eager to learn, and ready to embrace new technologies and processes.

If you’re ready to bring your customer service skills, billing knowledge, and compassionate approach to a forward‑thinking organization, we encourage you to apply today. Join brighthush and help us redefine the standard of care in the healthcare industry.

Ready to take the next step? Submit your application through our careers portal and become part of a team that values excellence, innovation, and the well‑being of every patient and partner we serve.