Remote Resupply Customer Service Agent – Brighthush – High‑Volume Phone Support for Medical Equipment Billing & Collections

About Brighthush

Brighthush is a forward‑thinking, technology‑driven partner that empowers durable medical equipment (DME), home medical equipment (HME), and home infusion providers to streamline billing, accelerate collections, and focus on patient care. By integrating HME workflow, Medicare, Medicaid, and private payer expertise into a single, cloud‑based platform, Brighthush delivers faster payments, higher revenue capture, and a smoother operational experience for its clients. Our mission is simple: give healthcare providers the tools and support they need to grow their businesses while ensuring patients receive the best possible care.

Position Overview

We are seeking a dedicated, customer‑centric Resupply Customer Service Agent to join our remote team. This role is a high‑volume, phone‑centric position that requires a full shift of on‑call availability. You will be the first point of contact for patients and providers, ensuring that they receive timely, accurate information about their equipment, supplies, and billing. Your work will directly impact patient outcomes and the financial health of our clients.

Why Brighthush?

• Impactful Work: Every call you handle helps patients maintain optimal clinical outcomes and supports providers in delivering high‑quality care.
• Remote Flexibility: Work from the comfort of your own home while staying connected to a collaborative, high‑energy team.
• Growth Opportunities: Brighthush values internal mobility. Successful agents often move into senior support roles, account management, or product training positions.
• Continuous Learning: Access to industry certifications, webinars, and on‑the‑job training keeps you at the forefront of medical billing and customer service best practices.
• Competitive Compensation: A base salary plus performance‑based incentives ensures you are rewarded for your contributions.

Key Responsibilities

• Handle inbound and outbound calls in a fast‑paced environment using our advanced telephone dialing system.
• Deliver exceptional customer service to patients, ensuring they understand the importance of timely supply changes for PAP therapy and other medical equipment.
• Utilize active listening and empathy to address patient concerns, resolve issues, and provide clear, concise information.
• Accurately process and confirm sales orders, verifying patient demographics, insurance coverage, and supply schedules.
• Educate patients on clinical best practices, including the timing of supply changes and the benefits of maintaining proper equipment.
• Coordinate with insurance providers to secure pre‑authorization and approval for supplies, ensuring compliance with Medicare, Medicaid, and private payer guidelines.
• Maintain detailed, accurate call logs and update customer records in our integrated software platforms (CallShaper, SNAP, Brightree).
• Collaborate with cross‑functional teams—billing, collections, and technical support—to resolve complex issues and improve service quality.
• Meet or exceed daily and weekly performance metrics, including call volume, resolution time, and customer satisfaction scores.
• Participate in ongoing training sessions and team meetings to stay current on product updates, policy changes, and industry trends.

Essential Qualifications

• Minimum of two years’ experience in a customer service role, preferably in healthcare, medical billing, or a related field.
• Strong oral and written communication skills, with the ability to convey complex information in a clear, patient‑friendly manner.
• Proficiency in navigating multiple software platforms simultaneously; experience with CallShaper, SNAP, and Brightree is highly desirable.
• Self‑motivated, goal‑oriented, and capable of working independently while contributing to a team environment.
• Excellent multitasking abilities, with the capacity to manage high call volumes without sacrificing accuracy or customer satisfaction.
• Dedicated home office setup with a quiet, distraction‑free environment and reliable high‑speed internet connection.
• Strong problem‑solving skills and a proactive approach to identifying and resolving customer issues.

Preferred Qualifications

• Experience in the durable medical equipment or home medical equipment industry.
• Knowledge of Medicare, Medicaid, and private payer billing processes.
• Previous exposure to PAP therapy or other respiratory equipment resupply.
• Familiarity with compliance regulations and documentation standards in healthcare.
• Experience with call center metrics and performance dashboards.

Skills & Competencies

• Customer‑Centric Mindset: Passion for helping patients and providers achieve better health outcomes.
• Technical Proficiency: Comfortable learning new software tools quickly and efficiently.
• Communication Excellence: Ability to articulate complex information in a simple, reassuring manner.
• Time Management: Skilled at prioritizing tasks and meeting tight deadlines.
• Adaptability: Thrives in a dynamic environment with evolving processes and technologies.
• Team Collaboration: Works well with colleagues across departments to solve problems and improve service delivery.

Career Growth & Learning Opportunities

At Brighthush, we believe in investing in our people. As a Resupply Customer Service Agent, you will have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular performance reviews and personalized development plans.
• Opportunities to cross‑train in billing, collections, or product training roles.
• Industry certifications and continuing education courses funded by the company.
• Clear career pathways to senior support, team lead, or account management positions.

Work Environment & Company Culture

Brighthush fosters a culture of collaboration, innovation, and continuous improvement. Even though we operate remotely, we maintain strong team cohesion through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Open communication channels via Slack, Teams, and email.
• Recognition programs that celebrate individual and team achievements.
• Flexible scheduling options that respect work‑life balance.
• Inclusive, diverse, and supportive workplace values.

Compensation, Perks, and Benefits

While specific figures may vary based on experience, Brighthush offers a competitive compensation package that typically includes:

• Base salary commensurate with experience and industry standards.
• Performance‑based bonuses tied to call quality, resolution rates, and customer satisfaction.
• Health, dental, and vision insurance options.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and sick leave.
• Home office stipend to support a productive remote workspace.
• Access to wellness programs, mental health resources, and employee assistance programs.

How to Apply

Ready to make a difference in patient care and help providers thrive? Submit your application through our careers portal or send your resume and cover letter to [email protected]. Be sure to highlight your customer service experience, technical proficiency, and passion for healthcare.

Closing

Brighthush is committed to building a team of dedicated professionals who share our vision of transforming medical equipment billing and patient support. If you are a motivated, customer‑focused individual with a knack for technology and a desire to make a tangible impact, we encourage you to apply today. Join us in redefining the future of healthcare support—one call at a time.