Seasoned Remote Healthcare Billing & Insurance Specialist – Customer Service Champion Driving Patient Satisfaction, Revenue Growth, and Operational Excellence at brighthush

Welcome to brighthush – Where Innovation Meets Compassion

At brighthush, we’re more than a healthcare services provider; we’re a movement dedicated to redefining how patients, clinicians, and insurers connect. With a legacy that spans over thirty years, we have consistently pushed the boundaries of technology, customer experience, and regulatory compliance. Our mission is simple yet powerful: empower every team member to reach their fullest potential while delivering unparalleled service that genuinely improves lives. If you’re passionate about making a tangible difference in the healthcare ecosystem, you’ve just found your next home.

Industry Landscape & Our Strategic Role

The healthcare sector is evolving at a pace that demands agility, empathy, and precision. From the rapid expansion of telehealth to the increasing intricacy of insurance plans, every stakeholder faces new challenges daily. In this dynamic environment, clear communication and accurate billing are more critical than ever. brighthush sits at the intersection of technology, customer service, and compliance, ensuring that every interaction is handled with empathy, precision, and a deep understanding of regulatory requirements. By bridging the gap between patients, law offices, insurance carriers, and external facilities, we help keep the healthcare system running smoothly and sustainably.

Why brighthush is the Ideal Place for Your Career

Our people are the heart of our success. We offer a dynamic, flexible work environment that blends remote autonomy with the collaborative energy of our headquarters in Marshfield, WI. Whether you’re a seasoned professional or a recent graduate, you’ll find a culture that values curiosity, integrity, and continuous learning. Our remote‑first approach means you can work from the comfort of your home while staying connected to a vibrant, supportive team that thrives on shared success.

Position Overview – Your Impact as a Remote Healthcare Customer Service Representative

As a Remote Healthcare Customer Service Representative, you will be the frontline advocate for patients, law offices, insurance companies, and other external partners. Your primary focus will be to resolve complex billing and insurance inquiries with empathy, clarity, and efficiency. You will manage inbound and outbound communications, guide customers through payment options, and ensure compliance with all regulatory and company standards. This role is pivotal in maintaining customer satisfaction, safeguarding revenue, and upholding the integrity of our billing processes.

Key Responsibilities

• Handle inbound calls and emails from patients, legal representatives, insurance carriers, and external facilities to resolve billing and insurance issues.
• Initiate outbound calls to patients with aging balances, offering payment plans and negotiating settlements.
• Address complex billing questions, including deductibles, co‑insurance, co‑pays, denials, charge disputes, claim resubmissions, eligibility, and coding disputes.
• Review financial statements and recommend suitable payment options or assistance programs in line with client guidelines.
• Navigate objections and concerns with professionalism, using proven scripts and verbal techniques to maximize recovery.
• Document all interactions accurately, including notes, codes, and follow‑up actions, ensuring minimal errors.
• Operate seamlessly across internal systems and client platforms, maintaining a thorough understanding of account requirements.
• Adhere to brighthush Core Values and Strategic Anchors in every customer interaction.
• Participate in ongoing training and quality assurance initiatives to continuously improve service delivery.
• Assume additional duties as assigned, supporting business needs and team objectives.
• Collaborate with billing analysts, compliance officers, and IT specialists to resolve system or data discrepancies.
• Track key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Contribute to process improvement projects by identifying bottlenecks and proposing actionable solutions.

Essential Qualifications

• High School Diploma or equivalent (GED) required; additional education in healthcare, business, or related fields is a plus.
• Minimum of 1–2 years of call center experience, preferably in a healthcare customer service environment.
• Strong verbal and written communication skills, with impeccable grammar and telephone etiquette.
• Proficiency in navigating multiple computer applications and databases simultaneously.
• Moderate to advanced keyboard typing speed and navigation skills.
• Ability to compute basic math calculations (addition, subtraction, multiplication, division, percentages) quickly and accurately.
• Self‑motivated, reliable, and capable of managing time effectively in a remote setting.
• Professional judgment and a solid understanding of client business acumen.
• Experience with medical billing and coding is highly desirable.
• Prior exposure to medical office operations and a general understanding of health insurance concepts.
• Comfortable with learning new software platforms and adapting to evolving processes.

Preferred Qualifications

• Experience with brighthush’s preferred software platforms (formerly Artiva, Cerner Soarian, EPIC).
• Previous supervisory or team‑lead experience within a call center or customer service team.
• Knowledge of HIPAA regulations and the importance of safeguarding Protected Health Information (PHI).
• Demonstrated ability to handle sensitive personal information (SPI) with discretion and confidentiality.
• Familiarity with billing codes (ICD‑10, CPT, HCPCS) and claim submission workflows.
• Experience in a high‑volume, fast‑paced environment with a track record of meeting or exceeding performance metrics.

Core Competencies

• Customer‑centric mindset with a passion for problem‑solving.
• Strong analytical skills to interpret billing data and identify resolution pathways.
• Excellent organizational skills, ensuring accurate documentation and follow‑up.
• Adaptability to evolving processes, technologies, and regulatory changes.
• Team collaboration, sharing best practices and contributing to a positive work culture.
• Resilience under pressure, maintaining composure during challenging interactions.
• Proactive learning attitude, continuously seeking ways to improve service quality.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone toward greater responsibility. Our structured career ladder for customer service and billing professionals includes clear milestones, mentorship programs, and access to industry‑leading certifications such as Certified Professional Biller (CPB) and Certified Professional Coder (CPC). Whether you aspire to become a Billing Analyst, Compliance Officer, or a Team Lead, we provide the training, resources, and support to help you reach those goals. We also encourage cross‑functional learning, allowing you to gain exposure to revenue cycle management, data analytics, and technology integration projects that shape the future of healthcare billing.

Work Environment & Company Culture Highlights

Remote work is more than a perk at brighthush; it’s a core part of our identity. We provide a comprehensive remote‑work kit that includes a high‑speed internet stipend, ergonomic chair, and a monthly tech allowance. Our virtual town halls, peer‑learning sessions, and quarterly hackathons foster collaboration and innovation, ensuring that even from afar, you feel connected to the brighthush family. We celebrate diversity, equity, and inclusion through ongoing training, employee resource groups, and community outreach initiatives. Our culture is built on transparency, accountability, and a shared commitment to improving patient outcomes.

Compensation, Perks, and Benefits

While specific salary ranges are tailored to experience and performance, brighthush offers a competitive base pay that aligns with industry standards for remote healthcare billing specialists. In addition to base salary, you’ll receive:

• Performance‑based bonuses tied to key metrics such as first‑contact resolution and customer satisfaction.
• Health, dental, and vision insurance plans with generous coverage options.
• 401(k) retirement plan with company match.
• Paid time off (PTO) and flexible holiday scheduling.
• Professional development stipend for certifications, conferences, and continuing education.
• Wellness program including virtual fitness classes, mental health resources, and wellness stipends.
• Employee referral bonuses and recognition programs.

How to Apply

If you’re ready to bring your expertise to a forward‑thinking, patient‑first organization, we encourage you to apply today. Join brighthush and become part of a team that values your voice, rewards your dedication, and empowers you to grow both personally and professionally.