Seasoned Healthcare Customer Service Representative – Patient Scheduling & Call Center Specialist at brighthush

About brighthush

brighthush is a leading, community‑focused health system that spans multiple hospitals, clinics, and urgent care centers across five counties. With a legacy of compassionate care dating back to the mid‑20th century, brighthush has earned national recognition for excellence in trauma care, women’s and children’s services, and family birth centers. Our mission is simple yet powerful: to empower patients to achieve their best health through a culture of advocacy, collaboration, and respect for individuality.

At brighthush, we believe that the strength of our organization lies in the diversity of our people. Every team member is encouraged to bring their authentic self to work, fostering an environment where innovation thrives and patient outcomes improve. Whether you’re a seasoned professional or just starting your career in healthcare, brighthush offers a supportive, growth‑oriented workplace that values your contributions and invests in your future.

Why Join brighthush?

• Impactful Work: Every call you handle directly influences a patient’s experience and the efficiency of our care teams.
• Diverse & Inclusive Culture: We celebrate the unique backgrounds, languages, and perspectives of our staff, ensuring everyone feels valued and heard.
• Comprehensive Benefits: From health insurance and retirement plans to tuition reimbursement and childcare discounts, we provide a benefits package designed to support you and your family.
• Career Development: brighthush offers ongoing training, mentorship, and clear pathways to advance within the organization.
• Community Engagement: Participate in volunteer initiatives, health fairs, and community outreach programs that reinforce our commitment to the neighborhoods we serve.

Position Overview

The Customer Service Representative at brighthush serves as a vital partner to our clinic care teams, ensuring seamless communication between patients, providers, and administrative staff. Working in a dynamic, call‑center‑style environment, you will manage inbound and outbound calls, coordinate scheduling, and navigate patient inquiries with professionalism and empathy. Your role is essential to maintaining the high standards of patient service that brighthush is known for.

Key Responsibilities

• Handle a high volume of patient and staff calls, providing accurate information on appointments, billing, insurance, and general inquiries.
• Coordinate scheduling for primary care, specialty visits, and urgent care appointments, ensuring optimal use of provider time and facility resources.
• Process patient registration and verify insurance eligibility, maintaining compliance with HIPAA and other privacy regulations.
• Resolve patient concerns using the One Call, One Resolution approach, escalating only when necessary to maintain satisfaction and efficiency.
• Maintain detailed, accurate records in the electronic health record (EHR) system, ensuring data integrity and confidentiality.
• Collaborate with billing, medical records, and clinical teams to resolve discrepancies and support smooth patient flow.
• Participate in continuous improvement initiatives, providing feedback on workflow, technology, and patient experience.
• Adhere to call center metrics such as average handle time, first‑call resolution, and customer satisfaction scores.
• Support seasonal and special projects, such as patient outreach campaigns or system upgrades.

Essential Qualifications

• High school diploma or equivalent (GED) required.
• Minimum of 1 year of customer service experience, preferably in a call‑center environment.
• Typing speed of at least 35 words per minute.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
• Strong verbal and written communication skills.
• Ability to multitask, prioritize, and manage time effectively in a fast‑paced setting.
• Basic understanding of HIPAA and patient privacy regulations.
• Independent problem‑solving skills and a proactive mindset.

Preferred Qualifications

• Minimum of 6 months of experience in patient scheduling or registration.
• Prior experience in a healthcare setting, including familiarity with electronic health records.
• Experience with call‑center software and call routing systems.
• Knowledge of insurance verification processes and billing terminology.
• Experience working with diverse patient populations and cultural competency.

Core Skills & Competencies

• Customer‑Centric Mindset: Demonstrated ability to listen actively, empathize, and deliver solutions that exceed expectations.
• Technical Proficiency: Comfortable navigating multiple computer systems, databases, and telephony platforms.
• Attention to Detail: Accuracy in data entry, documentation, and compliance with regulatory standards.
• Team Collaboration: Works effectively with clinicians, billing staff, and administrative teams to resolve issues.
• Adaptability: Thrives in a changing environment, quickly learning new processes and technologies.
• Time Management: Balances high call volume with administrative tasks while maintaining quality of service.
• Conflict Resolution: Handles difficult conversations with professionalism and calmness.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your interests and strengths. As a Customer Service Representative, you will have access to:

• On‑the‑job training modules covering clinical terminology, EHR navigation, and patient communication.
• Mentorship programs pairing you with experienced supervisors and clinicians.
• Cross‑functional projects that expose you to billing, quality improvement, and health information management.
• Leadership development workshops for those aspiring to supervisory or managerial roles.
• Continuing education stipends for certifications such as Certified Medical Assistant (CMA) or Certified Professional in Healthcare Quality (CPHQ).

Work Environment & Culture

brighthush offers a hybrid work model that balances remote flexibility with on‑site collaboration. Your primary responsibilities will be performed remotely, allowing you to maintain a healthy work‑life balance while staying connected to the brighthush community through virtual team meetings, training sessions, and social events.

Our culture is built on the pillars of Advocate Courageously, Rally Together, Respect Uniqueness, and Create Impact. These values guide every interaction, ensuring that patients feel heard and staff feel empowered to deliver their best work.

Compensation & Benefits

• Competitive Salary: Starting at $21.54 per hour, with potential for shift differential pay and performance bonuses.
• Health & Wellness: Comprehensive medical, dental, and vision plans; 24/7 fitness center access for eligible team members.
• Retirement Plans: 401(k) with company match or pension plan, depending on eligibility.
• Paid Time Off: Generous PTO, holidays, and sick leave.
• Professional Development: Tuition reimbursement, continuing education support, and access to internal training.
• Family Support: Adoption reimbursement up to $3,000 per child, childcare discount program, and flexible scheduling.
• Community & Diversity Initiatives: Participation in DE&I programs, volunteer opportunities, and community outreach.

Shift & Schedule

Day/Evening 10‑hour shifts with a rotating schedule that includes every other weekend. The role is fully remote, offering flexibility while ensuring coverage across our patient care teams.

How to Apply

If you are passionate about delivering exceptional patient service and thrive in a collaborative, patient‑centered environment, we encourage you to apply today. Join brighthush and become part of a team that values diversity, fosters growth, and makes a tangible difference in the lives of our patients.

and start your journey with brighthush.