Seasoned Remote Billing & Account Support Specialist – Customer Service Representative – Flexible 8:30 am – 6:30 pm EST Shift – Join brighthush’s Remote First Team

About brighthush

brighthush is a trailblazer in integrated pharmacy and health‑care solutions, dedicated to empowering long‑term care facilities across the United States. Our mission is clear: improve the quality of life for residents while streamlining operations for care partners. By combining deep industry expertise with cutting‑edge technology, we deliver seamless, compliant, and cost‑effective solutions that allow facilities to focus on what truly matters—patient care.

As a remote‑first organization, brighthush champions flexibility, collaboration, and continuous learning. We believe that great work happens when people are empowered to work from anywhere, supported by a culture that values transparency, empathy, and professional growth. If you are passionate about customer service, enjoy problem‑solving, and want to make a tangible impact on the health‑care ecosystem, brighthush is the place for you.

Why This Role Is Critical

In the complex world of long‑term care billing, accuracy and empathy go hand in hand. Every call you handle, every discrepancy you resolve, and every payment you process directly influences the financial health of our partner facilities and the well‑being of residents. As a Remote Billing & Account Support Specialist, you become the trusted bridge between residents, responsible parties, insurance providers, and our internal teams—ensuring that every stakeholder receives timely, accurate, and compliant support.

Your Impact on the Care Ecosystem

When you step into this role, you are not just answering calls—you are safeguarding the financial stability of care homes, ensuring residents receive the medications they need, and maintaining the trust of families and insurers. Your work translates into:

• Reduced claim denials and faster reimbursement cycles.
• Improved resident satisfaction through clear communication.
• Enhanced compliance with federal and state regulations.
• Strengthened relationships between facilities and payers.

Core Responsibilities

• Customer Support Excellence: Serve as the primary customer support resource for long‑term care residents, responsible parties, and facility staff regarding account inquiries and billing concerns.
• Data Verification & Accuracy: Collect, review, and verify account‑specific information, including billing details, insurance coverage, payer information, and applicable coding.
• Account Management: Update, maintain, and document customer account activities within designated work campaigns and servicing platforms.
• Discrepancy Resolution: Review account status to verify accuracy, identify discrepancies, and take appropriate action to progress accounts toward resolution.
• Outbound Communication: Conduct outbound calls to customers, responsible parties, insurance providers, and facilities to reconcile account issues and resolve outstanding balances.
• Payment Processing: Process customer payments accurately and perform follow‑up activities to ensure proper posting and account resolution.
• Issue Research: Research and resolve billing questions, payment concerns, and account discrepancies in a professional and timely manner.
• Documentation: Maintain detailed and accurate documentation of all customer interactions and account activity.
• Compliance Assurance: Ensure compliance with all federal and state regulations, company policies, privacy standards, and departmental procedures.
• Project Participation: Participate in corporate campaigns, special projects, and strategic initiatives that support organizational goals and leadership‑directed objectives.
• Cross‑Functional Collaboration: Collaborate with internal departments to resolve customer concerns and improve overall service delivery.
• Performance Standards: Meet established performance, quality, and productivity standards while delivering a positive customer experience.
• Continuous Improvement: Identify process gaps and recommend improvements to enhance efficiency and customer satisfaction.
• Additional Duties: Perform other duties as needed to support the team and organization.

Key Performance Indicators (KPIs)

• Average Handle Time (AHT) within target range.
• First‑Contact Resolution (FCR) rate above 85%.
• Accuracy of billing entries and payment postings.
• Compliance audit score of 100%.
• Customer Satisfaction (CSAT) score above 90%.

Essential Qualifications

• Minimum of 1 year of experience in a high‑volume call center environment.
• Minimum of 1 year of experience with health insurance billing, including Medicaid, Medicare, and/or Medicare Part D.
• Proficiency in working with multiple systems simultaneously, including Microsoft Office Suite (Outlook, Word, Excel).
• High school diploma or GED required; Associate’s degree preferred.
• Strong written and verbal communication skills.
• Excellent attention to detail and strong administrative/data entry skills.
• Professional demeanor in all communications.
• Ability to build relationships with customers and members.
• Strong problem‑solving, investigative, and conflict‑resolution skills.

Preferred Qualifications

• Prior experience in a long‑term care and/or pharmaceutical environment.
• Knowledge of pharmacy billing codes and compliance regulations.
• Experience with customer relationship management (CRM) platforms.
• Familiarity with remote work tools and virtual collaboration platforms.
• Certification in medical billing or related field.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Analytical Thinking: Ability to dissect complex billing scenarios and identify root causes.
• Time Management: Efficiently juggle multiple tasks while meeting deadlines.
• Adaptability: Thrive in a fast‑changing environment and quickly learn new systems.
• Team Collaboration: Work effectively with cross‑functional teams to achieve shared goals.
• Integrity & Confidentiality: Uphold strict privacy standards and handle sensitive information responsibly.
• Technical Proficiency: Comfortable navigating CRM, billing software, and data analytics tools.
• Communication: Clear, concise, and empathetic in both written and verbal interactions.

Career Path & Development

At brighthush, we invest in your professional growth. Your journey may include:

• Structured onboarding and continuous training programs covering billing best practices, compliance, and technology tools.
• Mentorship from experienced leaders in the health‑care and pharmacy sectors.
• Opportunities to advance into senior support roles, team lead positions, or specialized compliance tracks.
• Cross‑departmental projects that broaden your skill set and expose you to new facets of the business.
• Regular performance reviews and career path discussions to align your goals with organizational needs.
• Access to industry conferences, webinars, and certification courses.

Work Environment & Culture

brighthush fosters a culture of respect, innovation, and work‑life balance. As a remote team, you will enjoy:

• Flexible scheduling within the core hours of 8:30 am – 6:30 pm EST, Monday‑Friday.
• Access to a virtual collaboration hub, including video conferencing, instant messaging, and shared knowledge bases.
• Regular virtual team gatherings, town halls, and professional development webinars.
• A supportive manager who champions your growth and provides clear feedback.
• Recognition programs that celebrate outstanding customer service and teamwork.
• An inclusive environment that values diverse perspectives and encourages innovation.

Compensation & Benefits

While the base pay range is competitive and commensurate with experience, brighthush offers a comprehensive benefits package to support your well‑being and future:

• Health, dental, and vision insurance plans with employer contributions.
• Paid time off (vacation, sick leave, and holidays) that accrues annually.
• 401(k) retirement savings plan with company match.
• Wellness programs, including virtual fitness classes and mental health resources.
• Employee assistance program (EAP) for confidential counseling and support.
• Eligibility for performance‑based bonuses, commissions, or short‑term incentive programs.
• Professional development stipend for courses, certifications, or conferences.
• Flexible work‑from‑home stipend for home office setup.

How to Apply

If you are ready to bring your customer‑service expertise to a forward‑thinking, remote‑first organization, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you are the ideal fit for the Remote Billing & Account Support Specialist role at brighthush.

Join brighthush – Where Your Impact Matters

At brighthush, every call you make, every account you resolve, and every relationship you build contributes to a healthier, more efficient long‑term care ecosystem. Join a team that values your voice, supports your growth, and rewards your dedication. Apply now and help us shape the future of pharmacy and health‑care services.