Seasoned Healthcare Customer Service Representative – Billing & Insurance Specialist (Remote, Wisconsin) – Champion Patient Financial Wellness & Revenue Recovery

About brighthush and the Future of Healthcare Customer Service

brighthush has stood at the forefront of the healthcare industry for over thirty years, pioneering solutions that simplify the most intricate aspects of medical billing, insurance navigation, and patient financial planning. Our mission is clear: to transform the labyrinth of healthcare finance into a transparent, patient‑centric experience that empowers providers, payers, and patients alike to focus on what truly matters—health and well‑being.

In an era where technology is reshaping every facet of care, brighthush remains a trusted partner for law offices, insurance carriers, and medical practices across the United States. Whether you’re working from the comfort of your home or from our modern, collaborative office in Marshfield, WI, you’ll join a culture that prizes growth, collaboration, and excellence.

Why This Role Matters

As a Healthcare Customer Service Representative at brighthush, you become the frontline advocate for a diverse range of stakeholders—patients, attorneys, insurance representatives, and healthcare providers. Your daily interactions directly influence patient satisfaction, revenue recovery, and the financial health of our partners. You’ll be the bridge that turns complex billing jargon into clear, actionable solutions, ensuring that every patient feels heard, respected, and supported.

Key Responsibilities – What You’ll Do Every Day

• Handle inbound and outbound calls with patients, attorneys, and insurance representatives, delivering timely, accurate, and empathetic support.
• Resolve complex billing and insurance issues—from deductibles and co‑insurance to denials, charge disputes, and eligibility questions—using your deep knowledge of medical billing processes.
• Offer payment solutions by reviewing account details, recommending payment plans, and connecting patients with assistance programs and financial counseling.
• Document interactions meticulously in our internal systems, ensuring all notes, codes, and follow‑up actions are captured with minimal errors and high data integrity.
• Navigate multiple computer applications (including Artiva, Cerner Soarian, and EPIC) while maintaining accuracy, confidentiality, and compliance with PHI regulations.
• Meet and exceed KPIs such as call volume, successful payment resolution rates, call quality scores, and customer satisfaction metrics.
• Adhere to company policies, client guidelines, and regulatory requirements, including HIPAA, PHI protection, and sensitive personal information handling.
• Collaborate with cross‑functional teams—billing, collections, compliance, and IT—to ensure a seamless customer experience and continuous process improvement.
• Continuously improve your skill set by participating in training sessions, workshops, and knowledge‑sharing forums, staying current with industry trends and regulatory changes.
• Mentor new hires (when promoted to Team Lead) by sharing best practices, providing coaching, and fostering a culture of excellence.

Essential Qualifications – What We’re Looking For

• High school diploma or equivalent (GED) required; associate’s or bachelor’s degree in a related field is a plus.
• Minimum of 2–3 years of experience in a call center or healthcare customer service environment.
• Familiarity with Artiva, Cerner Soarian, or EPIC systems (EPIC experience is a strong advantage).
• Working knowledge of medical billing, coding, and insurance terminology.
• Strong verbal and written communication skills, with impeccable grammar and telephone etiquette.
• Proficiency in navigating multiple computer applications and databases simultaneously.
• Advanced keyboard typing speed and accuracy (minimum 55 WPM).
• Ability to handle objections, negotiate payment plans, and close conversations positively.
• Self‑motivated, reliable, and capable of managing time effectively in a remote or office setting.
• Professional judgment, client‑centric mindset, and a commitment to confidentiality (PHI, SPI).
• Experience in a supervisory or team‑lead role is highly desirable.

Preferred Skills & Competencies – What Will Set You Apart

• Advanced knowledge of medical billing codes (ICD‑10, CPT, HCPCS).
• Experience with payment processing platforms and electronic funds transfer (EFT).
• Strong analytical skills to assess account aging, identify recovery opportunities, and recommend process improvements.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and data‑entry tools.
• Comfort with virtual collaboration tools (Zoom, Teams, screen‑sharing).
• Ability to adapt to changing priorities and learn new systems quickly.
• Demonstrated success in meeting or exceeding performance metrics in a high‑volume environment.
• Experience with customer‑relationship management (CRM) platforms and call‑center dashboards.

Skills & Competencies for Success

• Customer‑Centric Mindset – Always put the patient first, listening actively and responding with empathy.
• Problem‑Solving Aptitude – Quickly diagnose billing issues and devise practical solutions.
• Attention to Detail – Ensure every data entry, code, and note is accurate and compliant.
• Time Management – Balance high call volume with quality service and documentation.
• Team Collaboration – Work seamlessly with billing, collections, and compliance teams.
• Adaptability – Thrive in a fast‑changing environment, embracing new technologies and processes.
• Leadership Potential – Show initiative, mentor peers, and drive continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we believe your career should evolve as you grow. Starting as a Customer Service Representative, you’ll have clear pathways to:

• Team Lead – Mentor new hires, manage shift schedules, and drive team performance.
• Billing Analyst – Dive deeper into revenue cycle analytics, process improvement, and data‑driven decision making.
• Collections Specialist – Focus on advanced debt recovery strategies, client relationships, and financial negotiations.
• Compliance Officer – Ensure adherence to regulatory standards, internal policies, and industry best practices.
• Senior Customer Experience Manager – Shape the overall customer journey, develop training programs, and lead cross‑functional initiatives.

We invest in your professional development through continuous training, certifications (e.g., Certified Professional Coder, Certified Revenue Cycle Professional), and access to industry conferences. Whether you’re looking to sharpen your technical skills or broaden your leadership capabilities, brighthush provides the resources and support to help you succeed.

Work Environment & Company Culture

Our hybrid model blends the flexibility of remote work with the camaraderie of a collaborative office. You’ll enjoy:

• State‑of‑the‑art telephony and CRM systems that streamline your workflow.
• Regular virtual team huddles and in‑person gatherings to foster connection and knowledge sharing.
• A culture that values transparency, accountability, and continuous improvement.
• Recognition programs that celebrate individual and team achievements.
• Inclusive hiring practices that embrace diversity and promote belonging.
• Access to wellness resources, mental health support, and a supportive work‑life balance framework.

Compensation, Perks, and Benefits

While specific figures may vary based on experience, we offer a competitive salary package that includes:

• Base pay with performance‑based bonuses tied to KPIs.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off (vacation, sick leave, holidays) and flexible work hours.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, mental health resources, and a supportive benefits portal.
• Technology stipend for remote workers and ergonomic support for office staff.

Why Join brighthush?

When you join brighthush, you’re not just taking a job—you’re stepping into a community that values your expertise, supports your growth, and rewards your dedication. You’ll:

• Make a tangible difference in patients’ lives by resolving billing challenges with empathy and efficiency.
• Work with cutting‑edge technology that keeps you at the forefront of the healthcare industry.
• Collaborate with passionate professionals who are committed to excellence.
• Benefit from a supportive environment that encourages work‑life balance and personal well‑being.
• Grow your career through clear advancement pathways and ongoing learning opportunities.

Ready to Make an Impact?

If you’re a motivated, customer‑centric professional with a passion for healthcare and a knack for problem‑solving, we want to hear from you. Bring your expertise to brighthush and help us continue to deliver exceptional service while advancing your own career.