Seasoned Remote Customer Service & Billing Specialist – Healthcare Accounts Receivable & Payment Plan Management Lead

About brighthush

At brighthush, we are redefining the future of healthcare customer experience. Our mission is to empower patients, providers, and payers with seamless, compassionate, and data‑driven support. With a global footprint and a culture that celebrates curiosity, collaboration, and continuous learning, brighthush is the place where dedicated professionals turn everyday challenges into opportunities for growth.

Why This Role Matters

As a Remote Customer Service Support Representative II, you will be the frontline advocate for our patients and partners. Your expertise in billing, accounts receivable, and compliance will directly influence patient satisfaction, revenue integrity, and the overall health of our organization. In a fast‑paced, technology‑rich environment, you will leverage your communication skills and analytical mindset to resolve complex inquiries, build lasting relationships, and drive operational excellence.

Key Responsibilities

• High‑Volume Call Management: Handle inbound and outbound calls from patients, healthcare providers, and insurance carriers with professionalism and empathy, ensuring every interaction reflects the brighthush commitment to care.
• Accounts Receivable Resolution: Conduct outbound outreach to settle outstanding balances, negotiate payment plans, and ensure timely collections while maintaining a patient‑centric approach.
• Payment Plan Administration: Design, implement, and monitor customized payment arrangements that align with patient financial situations and regulatory requirements, ensuring compliance and satisfaction.
• Issue Research & Resolution: Utilize multiple systems—including CRM, billing platforms, and internal knowledge bases—to investigate discrepancies, verify coverage, and provide accurate solutions in a timely manner.
• Compliance & Confidentiality: Uphold HIPAA, GDPR, and other privacy standards in every interaction, safeguarding sensitive patient information and protecting the organization’s reputation.
• Performance & Quality Assurance: Meet or exceed key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores, contributing to continuous improvement.
• Continuous Improvement: Participate in quality reviews, share best practices, and contribute to process enhancements that elevate service delivery and operational efficiency.
• Cross‑Functional Collaboration: Work closely with billing, medical records, and IT teams to resolve complex cases and streamline workflows, ensuring a seamless experience for patients and partners.

Essential Qualifications & Skills

• High school diploma or GED (Bachelor’s degree preferred).
• Minimum of 3 years of call center experience in a healthcare setting, with a strong focus on billing and accounts receivable.
• Exceptional verbal and written communication skills, capable of explaining complex billing concepts in clear, patient‑friendly language.
• Proficiency with multiple computer systems, data entry, and the ability to quickly learn new software platforms.
• Deep understanding of confidentiality, privacy, and compliance regulations (HIPAA, HITECH, etc.).
• Strong analytical mindset, with the ability to interpret data, identify trends, and propose actionable solutions.
• Demonstrated ability to manage high call volumes while maintaining accuracy and quality.

Preferred Experience & Attributes

• Experience with brighthush’s billing platform or similar enterprise solutions.
• Background in specialty testing or genetics healthcare services, providing insight into complex billing scenarios.
• Bilingual proficiency in English and Spanish (or another language) to serve a diverse patient population.
• Previous exposure to remote work environments, with a proven track record of self‑management and time‑zone flexibility.
• Active participation in professional development programs, such as customer service certifications or healthcare compliance courses.

What You’ll Bring to the Team

• Customer‑centric mindset: You genuinely care about patient outcomes and strive to make every interaction positive.
• Problem‑solving agility: You can think on your feet, troubleshoot issues, and find creative solutions under pressure.
• Team player: You collaborate with colleagues across departments, sharing knowledge and celebrating collective successes.
• Adaptability: You thrive in a dynamic environment, quickly adjusting to new processes, technologies, and regulatory changes.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Customer Service Support Representative II, you will have access to:

• Structured mentorship programs pairing you with senior leaders in billing, compliance, and customer experience.
• Regular training sessions on emerging healthcare regulations, advanced billing software, and soft‑skill development.
• Clear career pathways to roles such as Billing Analyst, Customer Experience Manager, or Compliance Specialist.
• Cross‑functional projects that broaden your skill set and expose you to new facets of the organization.

Work Environment & Culture at brighthush

Our remote‑first culture empowers you to work from anywhere while staying connected through:

• Weekly virtual town halls and team huddles that foster transparency and collaboration.
• Digital collaboration tools (Slack, Teams, Asana) that keep communication seamless.
• Flexible scheduling options that respect work‑life balance and accommodate diverse time zones.
• A culture of recognition, where outstanding performance is celebrated through awards, shout‑outs, and career advancement.

Compensation, Perks, and Benefits

We offer a competitive hourly rate of $19.00–$22.00, commensurate with experience and performance. In addition to base pay, you will enjoy:

• Health, dental, and vision insurance plans with generous coverage options.
• Paid time off (PTO), sick leave, and holiday schedules that support your well‑being.
• 401(k) retirement plan with company match to secure your financial future.
• Employee assistance programs (EAP) and mental health resources.
• Professional development stipend for courses, certifications, and conferences.
• Annual performance bonuses and incentive programs tied to team and individual metrics.

Ready to Make an Impact?

If you are a motivated, customer‑focused professional with a passion for healthcare billing and a desire to grow within a forward‑thinking organization, brighthush invites you to apply. Join us in delivering exceptional service, driving revenue integrity, and shaping the future of patient experience.

Apply Now to become a vital part of the brighthush team and help us transform the way patients and providers connect.