Seasoned Bilingual Billing & Healthcare Customer Service Specialist II – High‑Volume Call Center Champion with English & Spanish Fluency, Compassionate Member Support, Structured 9‑Hour Shifts, Clear Career Path, and Competitive Compensation

About brighthush

brighthush is a trailblazer in the health‑care member services arena, turning complex medical and billing data into clear, actionable guidance for patients and their families. With a footprint that spans every major U.S. market, we support thousands of members daily, helping them navigate insurance plans, decode claim details, and access the care they need with confidence. Our mission‑driven culture is built on empathy, continuous learning, and innovative problem‑solving, empowering every associate to make a tangible difference in the lives of the people we serve.

Why brighthush is the Place to Grow Your Career

At brighthush, you’ll discover more than a paycheck—you’ll become part of a purpose‑focused community that values expertise, celebrates diversity, and rewards dedication. Below are the pillars that make our organization a standout place to build a career:

• Impactful Member Interaction: Every call you handle directly influences a member’s understanding of their health plan, enabling them to make informed decisions about their care.
• Transparent Career Ladder: From entry‑level support to senior specialist and leadership roles, we provide clearly defined pathways, mentorship programs, and regular skill‑building workshops.
• Inclusive & Diverse Culture: We champion a workplace where every voice is heard, differences are celebrated, and inclusion is woven into every policy and practice.
• Competitive Compensation: Starting at $20.00+ per hour, with performance‑based bonuses, overtime eligibility, and a comprehensive benefits suite.
• Work‑Life Harmony: Predictable 9‑hour shifts, flexible scheduling within core hours, generous paid time off, and a focus on employee well‑being.

Key Responsibilities

As a Bilingual Billing & Healthcare Customer Service Specialist II, you will serve as the frontline advocate for our members. Your day‑to‑day responsibilities will include, but are not limited to:

• Answering a high volume of inbound calls (up to 70 per shift) from patients, caregivers, and authorized representatives, delivering clear, empathetic, and accurate billing information.
• Investigating and resolving complex billing inquiries, such as claim status, payment discrepancies, eligibility verification, and coordination of benefits.
• Translating medical terminology and billing jargon into plain‑language explanations in both English and Spanish, ensuring callers leave with confidence and understanding.
• Utilizing the Quest Billing System and other internal platforms to retrieve, update, and document patient information while maintaining data integrity.
• Maintaining a detailed tracking log of all member contacts, adhering to internal quality standards and regulatory compliance requirements.
• Collaborating with cross‑functional teams—including claims, finance, medical records, and IT—to resolve escalated issues and drive process improvements.
• Participating in ongoing training sessions, webinars, and quality‑improvement initiatives to stay current on policy changes, system upgrades, and industry best practices.
• Upholding HIPAA regulations and all brighthush policies related to confidentiality, data security, and ethical conduct.
• Applying conflict‑resolution techniques to de‑escalate stressful situations, turning challenging calls into positive member experiences.
• Contributing to special projects, such as workflow analysis, documentation enhancements, or pilot programs, as directed by management.

Essential Qualifications

• Bilingual proficiency in English and Spanish (both written and spoken) with the ability to switch seamlessly between languages during a single call.
• Minimum age of 18 years; high‑school diploma or GED required.
• At least 1 year of experience in a high‑volume call‑center environment, preferably handling health‑care or insurance inquiries.
• Minimum 1 year of experience in a medical office, health‑care setting, or billing department, demonstrating familiarity with claim cycles and patient billing processes.
• Strong knowledge of health‑care claims, billing cycles, finance, and eligibility verification procedures.
• Demonstrated ability to translate complex health‑care terminology into clear, step‑by‑step instructions for lay audiences.
• Comfortable navigating Windows PCs, multiple simultaneous applications, and learning new software platforms quickly.
• Availability to work any 9‑hour shift (including breaks and lunch) between 8:30 AM and 8:00 PM ET, Monday‑Friday.
• Commitment to full‑time attendance during the initial training period with zero absences.
• Exceptional listening skills, empathy, and the ability to build rapport with a diverse caller base.
• Proven conflict‑management skills and a calm demeanor when handling high‑stress situations.
• Self‑motivated, accountable, and capable of working independently while thriving in a collaborative team environment.

Preferred Qualifications

• Certification in health‑care billing, medical coding, or a related field (e.g., Certified Billing Specialist).
• Hands‑on experience with the Quest Billing System or comparable billing platforms.
• Previous exposure to formal HIPAA compliance training and ongoing privacy certifications.
• Knowledge of mental‑health and wellness program benefits, enabling you to guide members on ancillary services.
• Demonstrated success in a bilingual call‑center setting with a high volume of Spanish‑speaking callers.

Core Skills & Competencies

• Communication: Articulate verbal and written communication in both English and Spanish, with the ability to convey complex information simply.
• Analytical Problem‑Solving: Strong diagnostic skills to investigate billing discrepancies and identify root causes quickly.
• Customer‑Centric Mindset: Passion for delivering exceptional service, building trust, and fostering long‑term member relationships.
• Time Management & Multitasking: Ability to handle multiple calls, documentation tasks, and system updates while maintaining accuracy.
• Adaptability: Comfortable navigating shifting priorities, new technologies, and evolving regulatory landscapes.
• Team Collaboration: Willingness to share knowledge, support peers, and contribute to cross‑departmental initiatives.

Career Growth & Learning Opportunities

brighthush invests heavily in the professional development of its associates. As a Customer Service Representative II, you will have access to a robust learning ecosystem designed to accelerate your career trajectory:

• Mentorship Programs: Pairing with senior leaders and experienced specialists to guide skill development and career planning.
• Structured Training Modules: In‑depth courses covering advanced billing concepts, compliance updates, and customer‑experience best practices.
• Specialization Pathways: Opportunities to transition into roles such as Billing Analyst, Claims Specialist, Member Advocacy Lead, or Quality Assurance Coordinator.
• Leadership Development: Targeted programs for high‑potential employees interested in supervisory or managerial positions.
• Performance Reviews: Quarterly feedback sessions with clear metrics, personalized development plans, and transparent promotion criteria.
• Educational Assistance: Tuition reimbursement, certification funding, and access to the MyQuest for Education program.

Work Environment & Company Culture

At brighthush, we have cultivated a workplace where collaboration, respect, and innovation thrive. Key cultural pillars include:

• Respect & Inclusion: Every associate’s perspective is valued; employee resource groups and diversity councils ensure a sense of belonging.
• Transparency: Open communication channels, regular town‑halls, and leadership “Ask Me Anything” sessions keep everyone informed.
• Well‑Being Focus: Programs such as healthyMINDS (mental‑health support), Blueprint for Wellness® (annual health assessments), and flexible wellness allowances promote holistic health.
• Community Engagement: Volunteer days, charitable matching gifts, and partnership with local nonprofits encourage giving back.
• Innovation Mindset: Employees are encouraged to propose process improvements, participate in pilot projects, and leverage emerging technologies.

Compensation, Perks & Benefits

We recognize that competitive pay and comprehensive benefits are essential to attracting and retaining top talent. Our total rewards package includes:

• Base Salary: $20.00+ per hour, with eligibility for annual performance bonuses and overtime pay.
• Health Coverage: Day‑1 medical, dental, and vision insurance for full‑time employees, plus supplemental health plans.
• Well‑Being Programs: No‑cost annual health assessment (Blueprint for Wellness®), mental‑health resources (healthyMINDS), and financial coaching (FinFit).
• Paid Time Off: Vacation accrual, sick leave, flexible holidays, and a dedicated “MyDay” for personal matters.
• Retirement Savings: 401(k) plan with company match up to 5% after 12 months of service.
• Equity Opportunities: Employee Stock Purchase Plan (ESPP) allowing associates to buy company stock at a discounted rate.
• Insurance Protection: Life and short‑/long‑term disability coverage, with optional additional buy‑up options.
• Flexible Spending Accounts: Health, dependent‑care, and wellness FSAs to manage out‑of‑pocket expenses.
• Education & Development: Tuition reimbursement, certification funding, and access to a library of online courses.
• Additional Perks: On‑site wellness rooms, employee discount programs, commuter benefits, and regular social events.

How to Apply

If you are ready to bring your bilingual expertise, compassion, and dedication to a dynamic, purpose‑driven team, we encourage you to apply today. Join brighthush and help shape the future of health‑care member support.

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Closing Statement

At brighthush, every call you answer, every billing issue you resolve, and every member you empower contributes to a healthier, more informed community. We value your expertise, your empathy, and your commitment to excellence. If you are eager to grow, learn, and make a tangible impact, we want to hear from you. Apply now and become part of a team that puts people first—every day.