Seasoned Healthcare Customer Service Representative – Billing & Insurance Specialist – Remote & Onsite Opportunities at brighthush – Championing Transparent Financial Care for Patients Worldwide

About brighthush

brighthush is a trailblazer in the healthcare services arena, redefining how patients, providers, and insurers collaborate to deliver seamless, financially sustainable care. With a proud legacy spanning more than thirty years, we have consistently pioneered innovative billing solutions that lift the burden of complex financial processes from patients’ shoulders, allowing them to focus on what truly matters: their health and well‑being. Our mission is clear and compelling: to make healthcare accessible, transparent, and financially sustainable for everyone, everywhere.

We blend cutting‑edge technology with a human‑centered approach, ensuring every interaction is guided by empathy, integrity, and a relentless pursuit of excellence. At brighthush, our people are the heartbeat of our success. We invest in continuous professional development, nurture a culture rooted in empathy and collaboration, and champion diversity in every form. Whether you join us from the comfort of your home or from our vibrant Marshfield, WI office, you’ll become part of a dynamic team that values every voice and encourages lifelong learning.

Why Join brighthush?

• Impactful Work: Every interaction you have helps patients navigate the intricacies of billing and insurance, ensuring they receive the care they need without financial stress.
• Flexible Work Options: Choose a remote, onsite, or hybrid schedule that aligns with your lifestyle and personal commitments.
• Professional Development: Access comprehensive training, mentorship programs, and clear career advancement pathways.
• Inclusive Culture: Experience a supportive environment that celebrates diversity, encourages open dialogue, and rewards innovation.
• Competitive Compensation: Transparent pay structure, performance bonuses, and a suite of benefits designed to support your well‑being.
• Community Impact: Your work directly contributes to reducing financial barriers in healthcare, improving patient outcomes and satisfaction.
• Innovation Hub: Collaborate with cross‑functional teams to shape the future of billing technology and patient experience.

Position Overview

As a seasoned Healthcare Customer Service Representative – Billing & Insurance Specialist at brighthush, you will serve as the frontline advocate for patients, law offices, insurance carriers, and other healthcare stakeholders. Your primary focus will be delivering outstanding customer experiences by resolving billing and insurance inquiries with patience, empathy, and professionalism. You will manage inbound and outbound communications, guide patients through payment options, and ensure compliance with all regulatory and company standards.

In this role, you will be the bridge between complex financial systems and the patients who rely on them. Your ability to translate technical billing language into clear, actionable guidance will empower patients to make informed decisions about their care and finances.

Key Responsibilities

• Handle inbound calls from patients, law offices, insurance companies, and external facilities to resolve complex billing and insurance issues.
• Make outbound calls to patients with aging balances, offering payment plans and facilitating payment processing.
• Address intricate billing questions—including deductibles, co‑insurance, co‑pays, denials, charge disputes, claim resubmissions, eligibility, and coding disputes.
• Review financial data and recommend payment options or assistance programs in line with client guidelines.
• Navigate objections and concerns from consumers, employing active listening and problem‑solving techniques.
• Use scripts and verbatim guidelines to maximize recovery while maintaining a compassionate tone.
• Maintain accurate account documentation, including notes, codes, and call logs, with minimal errors.
• Operate efficiently within both internal systems and client platforms, ensuring data integrity and confidentiality.
• Adhere to brighthush Core Values and Strategic Anchors, embodying professionalism and integrity in every interaction.
• Take initiative to learn and perform additional duties as business needs evolve.
• Collaborate with collections, finance, and IT teams to resolve escalated issues and improve process efficiency.
• Participate in continuous improvement projects, providing feedback on system enhancements and workflow optimizations.
• Stay current on industry regulations, billing codes, and insurance policy changes to ensure compliance and accuracy.

Essential Qualifications

• High School Diploma or equivalent (GED) required; college coursework in healthcare, business, or related fields is a plus.
• Prior experience in a call center or healthcare customer service environment.
• Strong verbal and written communication skills, with impeccable grammar and telephone etiquette.
• Proficiency in navigating multiple computer applications and databases simultaneously.
• Moderate to advanced keyboard typing speed and navigation skills.
• Ability to handle sensitive personal information (SPI) and protected health information (PHI) with strict confidentiality.
• Self‑motivated, reliable, and capable of managing time effectively in a remote or office setting.
• Demonstrated professional judgment and business acumen aligned with client objectives.
• Experience with call‑center metrics such as average handle time, first‑call resolution, and customer satisfaction scores.
• Basic understanding of medical billing terminology and insurance processes.

Preferred Qualifications

• Experience with brighthush applications and familiarity with the platform’s workflow.
• Knowledge of brighthush billing and coding practices.
• Background in a medical office or general understanding of health insurance.
• Prior supervisory experience or leadership potential.
• Familiarity with brighthush’s electronic tools for basic math calculations and percentage analysis.
• Certification in medical billing or coding (e.g., Certified Medical Reimbursement Specialist).
• Experience with CRM systems such as Salesforce or Zendesk.

Core Competencies & Skills

• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help patients resolve financial challenges.
• Problem‑Solving: Ability to analyze complex billing scenarios and devise effective solutions.
• Communication: Clear, concise, and respectful communication across phone, email, and chat.
• Technical Proficiency: Comfortable with multiple software platforms, data entry, and real‑time monitoring tools.
• Adaptability: Thrive in a fast‑paced environment, quickly adjusting to new policies or system updates.
• Team Collaboration: Work seamlessly with cross‑functional teams, including collections, finance, and IT.
• Integrity & Confidentiality: Uphold the highest standards of data privacy and ethical conduct.
• Time Management: Prioritize tasks effectively to meet daily performance targets.
• Continuous Learning: Seek out new knowledge and apply it to improve service quality.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Service Representative, you will have clear pathways to advance into:

• Team Lead – overseeing a group of representatives, coaching performance, and driving KPI achievement.
• Specialist Roles – such as Collections Analyst, Billing Coordinator, or Compliance Officer.
• Leadership Tracks – including Operations Manager or Customer Experience Director.
• Special Projects – leading initiatives to improve billing accuracy, patient outreach, or technology integration.

We provide ongoing training modules, mentorship programs, and access to industry certifications (e.g., Certified Medical Billing Professional). Your growth is our priority, and we encourage you to collaborate with HR and leadership to chart a personalized career roadmap. Regular performance reviews and skill assessments help you identify opportunities for advancement and skill enhancement.

Work Environment & Culture

brighthush fosters a culture of respect, transparency, and continuous improvement. Whether you’re working from home or in our Marshfield office, you’ll experience:

• State‑of‑the‑art technology and ergonomic workstations.
• Regular virtual team huddles, video conferences, and real‑time screen monitoring.
• Inclusive policies that support work‑life balance, mental health, and personal well‑being.
• Recognition programs that celebrate milestones, innovation, and exceptional customer service.
• Open communication channels with leadership, ensuring your voice is heard.
• Cross‑departmental collaboration that encourages knowledge sharing and innovation.
• Community outreach initiatives that allow employees to give back and make a tangible impact.

Compensation, Perks, and Benefits

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

• Competitive base salary with performance‑based bonuses.
• Health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Paid time off, holidays, and flexible scheduling.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including virtual fitness classes and mental health resources.
• Technology stipend for remote employees to maintain a productive home office.
• Employee assistance program (EAP) for confidential counseling and support.
• Employee referral bonuses and recognition awards.

How to Apply

If you’re ready to make a tangible difference in patients’ lives while advancing your career in a supportive, forward‑thinking environment, we invite you to apply today. Join brighthush and become part of a team that values expertise, compassion, and innovation.