Seasoned Bilingual Healthcare Customer Service Specialist – Remote Billing & Insurance Expert – Patient Relations & Payment Solutions Leader (English & Spanish)

About brighthush and the Future of Patient‑Centric Healthcare Communication

brighthush has been a trusted partner in the healthcare ecosystem for more than thirty years, consistently delivering clear, compassionate, and efficient communication around billing, insurance, and payment solutions. In an era where technology, regulations, and patient expectations evolve at lightning speed, brighthush stands at the forefront, ensuring every interaction reflects our core values of integrity, empathy, and excellence. Our mission is simple yet powerful: empower patients, providers, and payers by turning complex financial conversations into simple, reassuring experiences.

We are expanding our remote customer service team and are looking for a dedicated, bilingual (English/Spanish) professional who thrives in a fast‑paced environment and is passionate about helping patients navigate the intricacies of billing and insurance. If you are a self‑motivated communicator with a knack for problem‑solving and a desire to make a tangible difference in people’s lives, we want to hear from you.

Key Responsibilities – What You’ll Do Every Day

• Patient & Partner Communication: Handle inbound and outbound calls from patients, law offices, insurance carriers, and other external stakeholders to resolve billing and insurance inquiries.
• Complex Issue Resolution: Address advanced billing questions such as deductibles, co‑insurance, co‑pays, denials, charge disputes, claim resubmissions, eligibility issues, and coding disputes.
• Payment Strategy & Assistance: Review financial information, recommend payment options, and connect patients with assistance programs in line with company guidelines.
• Objection Management: Skillfully manage objections and concerns, guiding patients toward successful payment resolutions while maintaining a positive experience.
• Script & System Proficiency: Use prescribed scripts and verbatims to maximize recovery, while navigating internal and client systems with precision.
• Documentation & Accuracy: Maintain meticulous account notes and codes, ensuring minimal errors and compliance with privacy regulations.
• Performance Excellence: Meet or exceed key performance indicators (KPI) such as call volume, successful payment resolution rate, and call quality scores.
• Continuous Improvement: Participate in ongoing training, share best practices, and contribute to process enhancements that improve patient satisfaction and operational efficiency.

Essential Qualifications – What We Expect

• High School Diploma or equivalent (GED) – required.
• Prior experience in a call center or healthcare customer service environment – preferred.
• Proficiency in bilingual communication (English & Spanish) – both verbal and written.
• Strong knowledge of medical billing and coding concepts – highly desirable.
• Experience with electronic health record (EHR) platforms such as Artiva, Cerner Soarian, or EPIC – a plus.
• Excellent telephone etiquette, active listening, and conflict‑resolution skills.
• Ability to navigate multiple computer applications and databases simultaneously.
• Moderate to advanced typing speed and accuracy.
• Strong mathematical aptitude for basic calculations (addition, subtraction, multiplication, division, percentages).
• Self‑management skills for a remote work environment – punctuality, focus, and productivity.
• Professional judgment and business acumen aligned with client objectives.
• Understanding of sensitive personal information (SPI) and protected health information (PHI) confidentiality requirements.

Preferred Qualifications – What Gives You an Edge

• Previous supervisory or team‑lead experience within a call center or healthcare setting.
• Familiarity with payment assistance programs and financial counseling techniques.
• Experience handling collections‑eligible accounts and navigating aging balances.
• Knowledge of regulatory frameworks such as HIPAA, PCI, and state‑specific billing regulations.
• Proficiency in additional languages beyond English and Spanish.

Core Skills & Competencies for Success

• Communication: Clear, concise, and empathetic verbal and written communication in both English and Spanish.
• Problem‑Solving: Analytical mindset to dissect complex billing scenarios and devise actionable solutions.
• Customer‑Centricity: A genuine desire to help patients feel heard, respected, and supported.
• Adaptability: Ability to thrive in a dynamic environment with evolving processes and technologies.
• Team Collaboration: Willingness to share insights, support peers, and contribute to a positive team culture.
• Time Management: Efficiently balance high call volumes with quality interactions.
• Technical Proficiency: Comfortable with CRM systems, billing software, and Microsoft Office Suite.

Career Growth & Learning Opportunities at brighthush

At brighthush, we believe in nurturing talent from the ground up. As a Customer Service Representative, you’ll have clear pathways to advance into roles such as Team Lead, Billing Analyst, or Customer Experience Manager. We provide:

• Structured onboarding and continuous training programs covering medical billing, coding, compliance, and customer service best practices.
• Mentorship from experienced leaders who guide your professional development.
• Access to industry certifications (e.g., Certified Medical Reimbursement Specialist, Certified Patient Advocate).
• Regular performance reviews with actionable feedback and goal setting.
• Opportunities to participate in cross‑functional projects that broaden your skill set.

Work Environment & Company Culture

Our remote work model empowers you to create a productive workspace that suits your lifestyle. You’ll collaborate with a diverse, inclusive team that values transparency, innovation, and work‑life balance. At brighthush, we celebrate:

• Flexibility – choose your own schedule within core hours to accommodate personal commitments.
• Recognition – monthly awards for outstanding performance and customer satisfaction.
• Community – virtual coffee breaks, wellness challenges, and quarterly team retreats.
• Continuous learning – access to e‑learning platforms, webinars, and industry conferences.
• Social responsibility – volunteer opportunities and partnerships with local health initiatives.

Compensation, Perks, and Benefits

While specific figures vary by role and experience, brighthush offers a competitive salary package that reflects your expertise and contributions. In addition to base pay, you’ll enjoy:

• Health, dental, and vision insurance plans.
• Flexible spending accounts (FSA) and health savings accounts (HSA).
• Paid time off, holidays, and a generous sick leave policy.
• 401(k) plan with company match.
• Professional development stipend and tuition reimbursement.
• Employee assistance program (EAP) for mental health support.
• Remote work stipend for home office equipment.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven organization that places patients at the heart of everything we do. Your role will directly impact the financial well‑being of individuals and families, ensuring they receive the care they need without undue stress. You’ll work alongside passionate professionals who value collaboration, innovation, and continuous improvement.

We are committed to fostering an inclusive environment where every voice is heard and every contribution is valued. Whether you’re just starting your career or looking to elevate your expertise, brighthush offers the resources, support, and opportunities to help you thrive.

Ready to Make a Difference?

If you’re ready to bring your bilingual communication skills, billing knowledge, and customer‑first mindset to a dynamic, growth‑oriented team, we encourage you to apply today. Join brighthush and help shape the future of patient‑centric healthcare communication.