Seasoned Healthcare Customer Service Representative – Billing & Insurance Specialist – Remote & Onsite Opportunities at brighthush

About brighthush

brighthush has been a trusted partner in the healthcare industry for over three decades. We pride ourselves on cultivating a culture of growth, empathy, and innovation. Our mission is simple: empower our people to reach their full potential while delivering exceptional service to patients, providers, and payers. Whether you work from the comfort of your home or from our modern office in Marshfield, WI, you’ll be part of a collaborative team that values integrity, continuous learning, and a customer‑first mindset.

Why Join brighthush?

At brighthush, you’ll find a workplace that blends flexibility with structure. We offer:

• Competitive base salary plus performance‑based bonuses
• Comprehensive health, dental, and vision plans
• 401(k) with company match and generous paid time off
• Unlimited learning budget for certifications, courses, and conferences
• Regular team‑building events, wellness programs, and a vibrant virtual community
• Clear career pathways from frontline support to leadership and specialty roles

Position Summary

As a Healthcare Customer Service Representative at brighthush, you will be the frontline advocate for patients, law offices, insurance carriers, and other external partners. Your primary goal is to resolve billing and insurance inquiries with patience, empathy, and professionalism, ensuring that every interaction reflects the high standards of our organization. You will manage inbound and outbound calls, written communications, and payment processing, all while maintaining strict adherence to regulatory and company policies.

Key Responsibilities

In this role, you will:

• Handle a high volume of inbound and outbound calls, consistently meeting or exceeding key performance indicators (KPIs) such as calls per hour, payment resolution rate, and call quality scores.
• Resolve complex billing and insurance issues, including deductibles, co‑insurance, co‑pays, denials, charge disputes, claim resubmissions, eligibility questions, and coding conflicts.
• Provide clear, accurate explanations of billing statements and insurance coverage to patients and partners.
• Recommend payment options and assistance programs in line with client guidelines, ensuring compliance with all regulatory requirements.
• Navigate multiple internal and client systems (e.g., Artiva, Cerner Soarian, EPIC) to retrieve, update, and document account information.
• Use scripts and verbatims strategically to maximize recovery while maintaining a personalized, compassionate tone.
• Document all interactions meticulously, including notes, codes, and follow‑up actions, with minimal errors.
• Collaborate with cross‑functional teams—billing, collections, compliance—to resolve escalated issues.
• Participate in ongoing training sessions to stay current on industry best practices, software updates, and regulatory changes.
• Contribute to continuous improvement initiatives by sharing insights and suggesting process enhancements.

Essential Duties & Responsibilities

Beyond the core responsibilities, you will also:

• Make proactive outbound calls to patients with aging balances that have not yet been sent to collections.
• Handle objections and negotiate payment plans, demonstrating resilience and problem‑solving skills.
• Maintain a working knowledge of account requirements, leveraging documentation and resources as needed.
• Operate independently with minimal supervision, showcasing strong self‑management and accountability.
• Adhere to brighthush’s Core Values and Strategic Anchors, embodying integrity, collaboration, and customer focus in every interaction.
• Take on additional duties as assigned, supporting business needs and contributing to team success.

Required Knowledge, Skills & Abilities

• High School Diploma or equivalent (GED) required; additional education or certifications in healthcare administration, billing, or customer service is a plus.
• Prior call center experience, preferably in a healthcare customer service environment.
• Familiarity with medical billing and coding concepts; experience with Artiva, Cerner Soarian, or EPIC is highly desirable.
• Strong verbal and written communication skills, with impeccable grammar and telephone etiquette.
• Proficiency in navigating multiple computer applications and databases simultaneously.
• Advanced keyboard typing and navigation skills; ability to perform basic math calculations (addition, subtraction, multiplication, division, percentages).
• Ability to handle sensitive personal information (SPI) and protected health information (PHI) with strict confidentiality.
• Self‑motivation, reliability, and a commitment to career success.
• Experience in a supervisory or leadership role is welcome but not required.

Preferred Qualifications

• Experience working in a medical office or with general health insurance knowledge.
• Prior supervisory experience or demonstrated leadership potential.
• Knowledge of regulatory frameworks such as HIPAA, HITECH, and state‑specific privacy laws.
• Proficiency in additional software platforms (e.g., Salesforce, Zendesk, or other CRM systems).
• Multilingual capabilities to serve a diverse patient population.

Skills & Competencies for Success

• Customer‑Centric Mindset: Ability to listen actively, empathize, and provide solutions that meet the needs of patients and partners.
• Problem‑Solving: Quick analytical thinking to resolve complex billing disputes and navigate system constraints.
• Communication: Clear, concise, and professional communication across phone, email, and chat.
• Time Management: Efficiently manage a high call volume while maintaining accuracy and quality.
• Adaptability: Thrive in a dynamic environment, learning new tools and processes rapidly.
• Team Collaboration: Work effectively with cross‑functional teams to achieve shared goals.
• Integrity: Uphold confidentiality and ethical standards in handling sensitive information.

Career Growth & Learning Opportunities

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

• Team Lead or Supervisor roles, overseeing call center operations and mentoring new hires.
• Specialty positions such as Billing Analyst, Collections Specialist, or Compliance Officer.
• Leadership tracks in Customer Experience, Operations, or Strategic Partnerships.

We provide:

• Structured onboarding and mentorship programs.
• Regular performance reviews with actionable feedback.
• Access to industry certifications (e.g., Certified Professional Biller, Certified Medical Reimbursement Specialist).
• Cross‑departmental projects that broaden your skill set and visibility.

Work Environment & Company Culture

Whether you choose to work from home or our Marshfield, WI office, you’ll experience a supportive, inclusive environment that values work‑life balance. Our remote teams use screen monitoring and video conferencing to stay connected, while onsite staff enjoy a modern workspace equipped with ergonomic furniture, high‑speed internet, and collaborative meeting rooms.

Key cultural pillars at brighthush include:

• Transparency: Open communication channels and regular updates from leadership.
• Innovation: Encouragement to experiment with new tools and processes.
• Diversity & Inclusion: A workforce that reflects the communities we serve.
• Recognition: Celebrating achievements through awards, shout‑outs, and career milestones.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses tied to individual and team metrics.
• Health, dental, and vision insurance plans with employer contributions.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and sick leave.
• Flexible work arrangements and a hybrid schedule.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including gym memberships and mental health resources.

How to Apply

Ready to make a difference in the lives of patients while advancing your career? Submit your application today and join the brighthush family—a place where your expertise is valued, your growth is supported, and your impact is felt across the healthcare ecosystem.

We look forward to welcoming you aboard!