Seasoned Healthcare Customer Service Representative – Billing & Insurance Specialist – Remote & Marshfield, WI Opportunities at brighthush

About brighthush

At brighthush, we’re redefining the future of healthcare customer service. With a legacy spanning over three decades, we’ve built a reputation for nurturing talent, fostering innovation, and delivering unparalleled value to patients, providers, and payers alike. Our mission is simple: empower every team member to reach their full potential while ensuring that every patient interaction is handled with compassion, clarity, and efficiency.

Why Join brighthush?

Whether you’re a seasoned professional or just starting your career in healthcare customer support, brighthush offers a dynamic environment that blends remote flexibility with the collaborative energy of our Marshfield, WI office. We invest in your growth through structured onboarding, continuous learning, and clear career pathways. Our culture is built on transparency, respect, and a shared commitment to excellence.

Position Overview

The Healthcare Customer Service Representative at brighthush is the frontline champion for patients, law offices, insurance carriers, and other external stakeholders. You’ll be the trusted advisor who resolves complex billing and insurance inquiries, facilitates payment solutions, and ensures compliance with all regulatory and company standards. This role is pivotal in maintaining patient satisfaction, safeguarding revenue, and upholding the integrity of our billing processes.

Key Responsibilities

• Handle inbound and outbound calls, emails, and written correspondence with patients, attorneys, insurers, and healthcare facilities.
• Resolve complex billing and insurance issues, including deductibles, co‑insurance, co‑pays, denials, charge disputes, claim resubmissions, eligibility questions, and coding disputes.
• Review account histories and financial data to recommend payment options, assistance programs, or payment plans in line with client guidelines.
• Navigate multiple systems (Artiva, Cerner Soarian, EPIC, and proprietary platforms) to access, update, and document account information accurately.
• Utilize scripts and verbatims strategically to maximize recovery while maintaining a patient‑centric approach.
• Document all interactions meticulously, including notes, codes, and follow‑up actions, ensuring minimal errors and compliance with PHI regulations.
• Manage objections and concerns with empathy, patience, and professional judgment, turning challenging conversations into positive outcomes.
• Maintain a deep understanding of account requirements, billing policies, and regulatory frameworks to provide accurate guidance.
• Collaborate with internal teams (billing, collections, compliance) and external partners to resolve outstanding issues efficiently.
• Adhere to brighthush’s Core Values and Strategic Anchors, embodying integrity, teamwork, and continuous improvement.
• Participate in ongoing training, quality assurance reviews, and performance improvement initiatives.
• Assume additional responsibilities as needed to support business objectives and seasonal demands.

Essential Qualifications

• High School Diploma or GED (required). Associate’s degree in Health Administration, Business, or related field is a plus.
• Minimum of 2 years’ experience in a call center or healthcare customer service environment.
• Proficiency with medical billing and coding concepts (HCPCS, CPT, ICD‑10).
• Experience using electronic health record (EHR) systems such as Artiva, Cerner Soarian, or EPIC.
• Strong verbal and written communication skills, with impeccable grammar and telephone etiquette.
• Advanced computer literacy: comfortable navigating multiple applications, databases, and spreadsheets simultaneously.
• Proficiency in basic math calculations (addition, subtraction, multiplication, division, percentages).
• Demonstrated ability to handle sensitive personal information (PHI) with confidentiality and compliance.
• Self‑motivated, reliable, and capable of managing time effectively in a remote or office setting.
• Prior supervisory experience is highly desirable for those seeking leadership pathways.

Preferred Qualifications

• Experience in a medical office or general understanding of health insurance operations.
• Knowledge of collections processes and strategies for aging accounts.
• Familiarity with payment assistance programs and financial counseling resources.
• Experience with call center metrics (KPI tracking, call quality scoring, and productivity benchmarks).
• Certification in Customer Service Excellence or related professional development.

Core Competencies & Skills

• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help patients navigate their financial responsibilities.
• Problem‑Solving: Analytical thinking to dissect complex billing scenarios and devise actionable solutions.
• Communication: Clear articulation of policies, payment options, and next steps to diverse audiences.
• Technical Proficiency: Ability to master multiple software platforms and troubleshoot basic technical issues.
• Compliance Awareness: Understanding of HIPAA, PHI, and other regulatory requirements governing patient data.
• Time Management: Efficiently balancing high call volumes with quality interactions.
• Team Collaboration: Working seamlessly with billing, collections, and compliance teams to achieve shared goals.
• Adaptability: Thriving in a fast‑paced environment with evolving policies and technology.

Career Growth & Development

At brighthush, we believe in building careers, not just filling roles. As a Healthcare Customer Service Representative, you’ll have clear pathways to advance into:

• Team Lead – overseeing call center operations, coaching new hires, and driving KPI achievement.
• Billing Specialist – deepening expertise in coding, claim adjudication, and revenue cycle management.
• Collections Manager – leading strategies to recover aging accounts while maintaining patient relationships.
• Compliance Analyst – ensuring adherence to regulatory standards across all patient interactions.
• Process Improvement Lead – spearheading initiatives to streamline workflows and enhance customer experience.

We support your growth through mentorship programs, tuition reimbursement for relevant certifications, and access to industry conferences and webinars.

Work Environment & Culture

Whether you choose to work from the comfort of your home or join us in our modern Marshfield, WI office, you’ll experience a culture that values:

• Flexibility: Remote work options with scheduled core hours to maintain collaboration.
• Inclusivity: A diverse workforce that celebrates different perspectives and backgrounds.
• Recognition: Regular performance reviews, spot bonuses, and employee appreciation events.
• Well‑Being: Comprehensive health benefits, mental health resources, and wellness programs.
• Innovation: A collaborative environment where ideas are welcomed and implemented.

Compensation & Benefits

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

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to KPI achievement.
• Health, dental, and vision insurance plans.
• 401(k) with company match.
• Paid time off, holidays, and sick leave.
• Professional development stipend and tuition reimbursement.
• Employee assistance program and mental health support.
• Flexible work arrangements and remote‑friendly policies.

How to Apply

Ready to make a meaningful impact in healthcare customer service? Submit your application through our careers portal or email your résumé to [email protected]. We’re excited to learn how your skills and passion align with our mission to deliver exceptional patient experiences.

Join brighthush – Where Your Career Meets Purpose

At brighthush, we’re more than a company; we’re a community dedicated to excellence, compassion, and continuous growth. If you’re driven by the desire to help patients navigate their healthcare journey, thrive in a collaborative environment, and advance your career, we invite you to apply today. Together, we can transform the way patients experience healthcare support.