Seasoned Remote Customer Support Specialist – Provider Relations & Post‑Payment Audit Champion – 45 Calls/Day, 1+ Year Experience – Join brighthush

About brighthush

brighthush is a trailblazer in integrated health solutions, seamlessly blending cutting‑edge technology, data analytics, and deep industry expertise to empower healthcare providers across the United States. With a legacy that spans more than three decades, we evolved from a regional primary‑care partner into a national leader in optical care, advanced medical services, and provider‑centric support. Our mission is simple yet transformative: to equip healthcare professionals with the data, tools, and guidance they need to deliver exceptional care while navigating the complexities of modern reimbursement.

Operating as a remote‑first organization, brighthush offers the flexibility and autonomy that today’s talent expects. Whether you are a seasoned professional or a recent graduate with a passion for customer service, you’ll find a culture that values collaboration, continuous learning, and a genuine commitment to improving patient outcomes. We believe that the best ideas come from diverse voices, and we foster an environment where every team member’s perspective is heard and respected.

Why This Role Matters

In the fast‑paced world of healthcare, providers rely on accurate, timely information to bill, reimburse, and deliver care. Our Customer Support Specialists are the frontline champions who bridge the gap between providers and the systems that process their claims. By ensuring that contact details are up‑to‑date, medical records are complete, and inquiries are resolved swiftly, you directly influence the financial health of our partners and the quality of care they can offer.

Every call you make, every record you verify, and every issue you resolve contributes to a larger ecosystem where providers can focus on what they do best—caring for patients—while we handle the administrative intricacies.

What You'll Do

As a Remote Customer Support Specialist at brighthush, you will be the trusted liaison between our provider network and the technology that powers their billing and reimbursement processes. Your day will be dynamic, blending outbound outreach, inbound triage, data stewardship, and cross‑functional collaboration.

• Outbound Provider Outreach: Make an average of 45 outbound calls per day to providers, addressing reporting queries, clarifying documentation requirements, and following up on pending medical records.
• Inbound Call Management: Triage, schedule, and resolve incoming provider inquiries, ensuring a seamless escalation path for complex issues.
• Data Accuracy & Maintenance: Identify and correct inaccurate provider contact and address information, updating our internal systems to maintain a clean, reliable database.
• Request Processing: Coordinate and process provider requests—such as credential updates, claim corrections, and documentation requests—within established turnaround times.
• Medical Record Follow‑Up: Engage with providers to obtain outstanding medical records, verifying completeness and accuracy to support post‑payment audit processes.
• Documentation & Reporting: Accurately record all communications, outcomes, and escalations in our proprietary CRM and reporting tools.
• Team Collaboration: Participate in daily huddles, share best practices, and contribute to continuous improvement initiatives that enhance team performance and customer satisfaction.
• Additional Duties: Perform ad‑hoc tasks and projects as assigned, ensuring alignment with broader business objectives and team goals.

Your Impact

Your work will have a measurable impact on both our providers and our organization:

• Improve provider satisfaction scores by ensuring timely, accurate support.
• Reduce claim denial rates through proactive data correction and provider education.
• Accelerate post‑payment audit cycles by securing complete medical records.
• Contribute to a cleaner, more reliable provider database that benefits all downstream processes.
• Drive continuous improvement by identifying recurring issues and proposing system or process enhancements.

Key Success Metrics

Success in this role is measured by:

• Outbound call volume and completion rate (target: 45 calls/day).
• Average handle time and first‑contact resolution.
• Accuracy of data updates and reduction in duplicate or erroneous records.
• Provider satisfaction survey scores.
• Timeliness of request processing and audit readiness.

Essential Qualifications

• High School Diploma or GED (minimum).
• Minimum age of 18 years.
• At least 1 year of customer service experience in a healthcare, health insurance, medical billing, or provider services environment.
• At least 1 year of call center experience, preferably handling a high volume of calls in a remote or virtual setting.
• Proficiency with Microsoft Office Suite: Word (correspondence and templates), Excel (data entry, sorting, filtering, table manipulation), and Outlook (email and calendar management).
• Strong listening skills, empathy, and the ability to reassure customers in a professional, friendly manner.
• Solid understanding of customer service principles and best practices.
• Self‑directed, highly organized, and capable of multitasking in a fast‑paced environment.
• Excellent verbal and written communication skills.
• Knowledge of healthcare terminology, including CPT codes, provider credentials, and common billing terminology.
• Ability to support provider communications and routine issue resolution while appropriately referring coding interpretation or clinical questions to subject matter experts.

Preferred Qualifications

• Experience with healthcare provider portals or electronic health record (EHR) systems.
• Familiarity with post‑payment audit workflows and compliance standards.
• Previous exposure to remote work tools such as Zoom, Teams, or similar collaboration platforms.
• Demonstrated ability to analyze data trends and provide actionable insights to improve service delivery.
• Fluency in a second language (Spanish, Mandarin, or other) is a plus.

Core Skills & Competencies

• Customer‑Centric Mindset: A genuine desire to help providers succeed and a commitment to delivering exceptional service.
• Problem‑Solving: Ability to diagnose issues quickly, propose solutions, and follow through to resolution.
• Attention to Detail: Precision in data entry, documentation, and compliance adherence.
• Time Management: Efficiently juggle multiple tasks while meeting daily call volume targets.
• Collaboration: Work seamlessly with cross‑functional teams—billing, compliance, IT—to resolve provider concerns.
• Adaptability: Thrive in a dynamic environment where priorities and processes evolve.
• Technology Proficiency: Comfortable navigating CRM systems, knowledge bases, and virtual communication tools.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Customer Support Specialist, you’ll have access to:

• Onboarding training that covers healthcare terminology, compliance standards, and our internal systems.
• Ongoing learning modules—both self‑paced and instructor‑led—focused on advanced billing, coding, and provider relations.
• Mentorship programs pairing you with senior specialists who can guide your career trajectory.
• Clear advancement paths to roles such as Senior Support Specialist, Team Lead, or Manager of Provider Relations.
• Cross‑departmental projects that expose you to billing analytics, compliance audits, and technology implementation.

Work Environment & Culture at brighthush

Our remote‑first culture means you can work from anywhere in the United States, as long as you have a reliable internet connection and a quiet workspace. We foster a supportive, inclusive environment where every team member’s voice is heard.

• Flexibility: Flexible scheduling options to accommodate personal commitments.
• Collaboration: Regular virtual team huddles, knowledge‑sharing sessions, and cross‑functional workshops.
• Recognition: Incentive programs that celebrate outstanding performance and innovation.
• Commitment to work‑life balance through generous paid time off and wellness resources.

Compensation & Benefits

While specific salary ranges vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Competitive base salary aligned with industry standards for remote customer support roles.
• Performance‑based bonuses and incentive programs.
• Equity stock purchase plan, allowing you to share in the company’s growth.
• 401(k) plan with company match to help you build long‑term financial security.
• Comprehensive health, dental, and vision insurance plans.
• Paid training weeks to ensure you’re fully equipped for success.
• Flexible telecommuting from anywhere within the U.S., eliminating commute time and costs.
• Access to mental health resources, wellness programs, and employee assistance programs.

How to Apply

If you’re ready to make a tangible impact on the healthcare ecosystem, we’d love to hear from you. Bring your passion for customer service, your knowledge of healthcare processes, and your drive to help providers thrive. Apply today and join the brighthush team where your expertise will shape the future of healthcare support.

Ready to take the next step? Submit your application through our careers portal and let’s start a conversation about how you can contribute to brighthush’s mission of delivering world‑class support to healthcare providers.