Seasoned Healthcare Billing & Insurance Customer Service Specialist – Hybrid Remote & Onsite – Lead Patient Financial Wellness, Billing Accuracy, Compassionate Support, and Process Optimization at brighthush

Welcome to brighthush – Where Compassion Meets Innovation in Healthcare Billing

At brighthush, we’re more than a billing and insurance service provider; we’re a movement dedicated to transforming the financial experience of patients, providers, and payers across the nation. With a legacy that spans over three decades, we’ve grown from a single office in Marshfield, WI, into a nationwide network of professionals who blend deep industry knowledge with cutting‑edge technology. Our mission is simple yet powerful: to empower every stakeholder in the healthcare ecosystem with clarity, confidence, and compassion.

Why brighthush? The Story Behind Our Success

Our journey began in a modest office, fueled by a vision to make medical billing transparent and patient‑friendly. Today, brighthush stands at the intersection of technology and empathy, offering solutions that streamline billing processes, reduce disputes, and promote financial wellness. We’re proud of our culture—rooted in collaboration, integrity, and continuous learning—and we’re excited to invite you to join a team that values your unique talents and encourages you to reach new heights.

Position Overview

We are seeking a Seasoned Healthcare Billing & Insurance Customer Service Specialist who thrives on solving complex problems, building trust, and driving financial wellness for patients. In this hybrid role—available both remotely and onsite—you will serve as the frontline advocate for patients, law offices, insurance carriers, and partner facilities. Your expertise will help resolve intricate billing inquiries with precision, patience, and genuine care.

Day in the Life

• Start your day by reviewing a real‑time dashboard of patient accounts, identifying aging balances, and prioritizing outreach.
• Engage with patients, law offices, and insurance carriers, leveraging your deep knowledge of billing codes and payment plans to resolve disputes and guide patients toward financial resolution.
• Collaborate with cross‑functional teams—finance, compliance, IT—to refine processes, share insights, and ensure every interaction reflects brighthush’s core values.
• Document every interaction accurately, ensuring data integrity across all systems.
• Participate in weekly huddles and training sessions to stay current on industry trends, system enhancements, and regulatory changes.

Why This Role Matters

• Directly influences patient financial wellness and overall satisfaction.
• Acts as a critical bridge between patients, providers, and payers.
• Provides opportunities to shape process improvements and policy updates.
• Offers a clear pathway to leadership or specialized functional roles.

Key Responsibilities

• Customer Interaction: Handle inbound calls from patients, law offices, insurance companies, and external facilities, addressing complex billing and insurance questions with clarity and empathy.
• Outbound Outreach: Proactively contact patients with aging balances that have not yet been sent to collections, offering payment plans, resolving disputes, and guiding them toward financial resolution.
• Billing Expertise: Navigate deductibles, co‑insurance, co‑pays, denials, charge disputes, claim resubmissions, eligibility issues, and coding disputes with confidence and accuracy.
• Payment Solutions: Review financial information and recommend payment options or assistance programs aligned with client guidelines and patient circumstances.
• Objection Management: Skillfully manage both common and challenging objections, turning potential conflicts into collaborative solutions that benefit all parties.
• Referral Coordination: Identify when a referral to a client resource is necessary and facilitate seamless handoffs to ensure continuity of care.
• Script Adherence: Utilize required scripts and verbatims while navigating guidelines to maximize recovery on each call and maintain compliance.
• Documentation: Accurately record account notes, codes, and relevant details with minimal errors, ensuring data integrity across all systems.
• System Proficiency: Operate efficiently within internal and client systems, including brighthush, brighthush, and other CRM platforms.
• Core Values: Embody brighthush’s Core Values and Strategic Anchors in every interaction, reinforcing our commitment to integrity, teamwork, and patient focus.
• Continuous Learning: Engage in ongoing training, including quarterly updates, to stay current on industry trends, system enhancements, and regulatory changes.
• Additional Duties: Perform other responsibilities as assigned based on evolving business needs, demonstrating flexibility and adaptability.

Essential Qualifications

• High School Diploma or GED (required). College coursework in health sciences or related fields is a plus.
• Prior experience in a call center or healthcare customer service environment, preferably with billing and insurance exposure.
• Strong verbal and written communication skills, with impeccable grammar and telephone etiquette.
• Proficiency navigating multiple computer applications and databases simultaneously.
• Typing speed of at least 45 WPM with high accuracy.
• Ability to perform basic math calculations (addition, subtraction, multiplication, division, percentages).
• Self‑motivated, reliable, and punctual, with a proven track record of meeting or exceeding KPIs.
• Professional judgment and business acumen, especially in handling sensitive personal information (SPI) and protected health information (PHI).
• Experience in a medical office setting or a solid understanding of health insurance processes.
• Prior supervisory experience is highly desirable and may accelerate career progression.

Preferred Qualifications

• Familiarity with brighthush, brighthush, or brighthush systems.
• Knowledge of medical billing and coding standards.
• Experience negotiating payment plans and resolving billing disputes.
• Background in a home‑office or remote work environment, demonstrating self‑management and focus.
• Certification in customer service or healthcare administration.

Skills & Competencies for Success

• Empathy & Compassion: Ability to listen actively and respond with genuine care, building trust with patients and partners.
• Problem‑Solving: Analytical mindset to dissect complex billing scenarios and devise effective solutions.
• Adaptability: Thrive in a fast‑paced environment with evolving policies and technology.
• Team Collaboration: Work effectively with cross‑functional teams, including finance, compliance, and IT, to achieve shared goals.
• Time Management: Prioritize tasks to meet call volume and resolution targets while maintaining quality.
• Technology Savvy: Comfortable with CRM platforms, call‑routing software, and data analytics tools.
• Compliance Awareness: Understand HIPAA, PHI, and other regulatory requirements, ensuring all interactions remain compliant.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Healthcare Billing & Insurance Customer Service Specialist, you’ll have a clear path to:

• Team Lead or Supervisor: Lead a group of representatives, mentor new hires, and shape team performance.
• Specialist Roles: Transition into billing specialist, collections analyst, or compliance officer positions.
• Cross‑Functional Projects: Participate in process improvement initiatives, technology rollouts, and policy development.
• Professional Development: Access to internal training modules, industry conferences, and certification sponsorships.
• Leadership Programs: Structured programs for high‑potential employees to develop managerial skills and advance into executive roles.

Work Environment & Company Culture

Whether you’re in our Marshfield, WI office or working remotely, you’ll experience a culture that values:

• Flexibility: Flexible scheduling options and remote work capabilities to support work‑life balance.
• Inclusivity: A diverse workforce that celebrates different perspectives and fosters belonging.
• Collaboration: Regular virtual huddles, team‑building events, and open communication channels that encourage idea sharing.
• Recognition: Employee of the Month awards, performance bonuses, and public acknowledgment of achievements.
• Wellness: Access to mental health resources, fitness stipends, and wellness challenges to support holistic health.
• Community Engagement: Opportunities to volunteer with local health initiatives, participate in charity events, and give back to the communities we serve.

Compensation, Perks, and Benefits

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

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to KPIs such as call resolution rate and customer satisfaction scores.
• Health, dental, and vision insurance plans with comprehensive coverage options.
• 401(k) retirement plan with company match to help secure your future.
• Paid time off (PTO), holidays, and sick leave to support personal and family needs.
• Professional development budget and tuition reimbursement for continued learning.
• Employee assistance program (EAP) and mental health support for you and your family.
• Technology stipend for remote workers (laptop, headset, high‑speed internet).
• Employee discounts on healthcare services and partner products.
• Annual wellness stipend for gym memberships, mindfulness apps, or other health‑related activities.

How to Apply

Ready to join a team that values your expertise and invests in your future? Click the link below to submit your application and take the first step toward a rewarding career at brighthush.

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Join Our Team

At brighthush, we’re committed to making a difference in the lives of patients and the professionals who support them. If you’re passionate about delivering exceptional customer service, thrive in a dynamic environment, and are eager to grow your career, we invite you to apply today. Join us and be part of a team that turns challenges into opportunities and creates lasting impact in the healthcare industry.