Seasoned Remote Healthcare Customer Service Representative – Billing & Insurance Specialist – Tennessee – Elevate Patient Financial Experience at brighthush
About brighthush
brighthush has been a trailblazer in the healthcare finance arena for over thirty years, empowering patients, providers, and payers alike. Our mission is clear: to demystify the labyrinth of medical billing and insurance so that every stakeholder can focus on what truly matters—health and well‑being. We do this by blending cutting‑edge technology, data‑driven insights, and a culture rooted in integrity, innovation, and inclusion. Whether you’re working from the comfort of your home or from our state‑of‑the‑art office in Marshfield, WI, you’ll find a supportive environment that values your expertise and encourages your growth.
Why brighthush?
At brighthush, you’ll join a dynamic team that tackles real‑world challenges in healthcare finance. We believe that exceptional customer service is the cornerstone of patient satisfaction and financial sustainability. As a Remote Healthcare Customer Service Representative, you’ll play a pivotal role in bridging the gap between patients and the billing system, ensuring clarity, compassion, and compliance at every interaction.
Key Responsibilities
- Handle inbound and outbound calls from patients, law offices, insurance companies, and external facilities, resolving complex billing and insurance inquiries with patience and empathy.
- Provide clear explanations of deductibles, co‑insurance, co‑pays, denials, charge disputes, claim resubmissions, eligibility issues, and coding disputes.
- Review financial statements and recommend payment options or assistance programs in line with client guidelines.
- Navigate multiple computer applications—including Artiva, Cerner Soarian, and EPIC—while maintaining accurate account documentation and notes.
- Use scripts and verbatims strategically to maximize recovery while adhering to company policies and regulatory requirements.
- Handle objections and concerns with professionalism, guiding patients toward feasible payment solutions and referrals when necessary.
- Maintain a deep understanding of account requirements, leveraging internal resources and documentation to support each call.
- Meet or exceed Key Performance Indicators (KPIs) such as call volume, successful payment resolution, and call quality metrics.
- Collaborate with cross‑functional teams, including collections, finance, and compliance, to ensure seamless customer experiences.
- Participate in ongoing training sessions and knowledge‑sharing initiatives to stay current on industry best practices and regulatory changes.
Essential Qualifications
- High School Diploma or equivalent (GED) required; any additional education or certifications in healthcare administration, finance, or customer service is a plus.
- Minimum of 1–2 years of call center experience, preferably in a healthcare or medical billing environment.
- Strong verbal and written communication skills, with impeccable grammar and telephone etiquette.
- Proficiency in navigating multiple computer systems simultaneously, with moderate to advanced keyboard typing speed.
- Demonstrated ability to handle sensitive personal information (SPI) and protected health information (PHI) with strict confidentiality.
- Self‑motivated, reliable, and capable of managing time efficiently in a remote or office setting.
- Excellent problem‑solving skills, with the ability to think critically and adapt to changing priorities.
- Basic math proficiency (addition, subtraction, multiplication, division, percentages) for on‑the‑fly calculations.
Preferred Qualifications
- Prior experience in a medical office or general understanding of health insurance processes.
- Familiarity with medical billing and coding concepts, including ICD‑10 and CPT codes.
- Experience using Artiva, Cerner Soarian, or EPIC electronic health record (EHR) systems.
- Previous supervisory or team‑lead experience, demonstrating leadership potential.
- Knowledge of state and federal regulations governing medical billing, such as HIPAA and the Affordable Care Act.
Skills & Competencies
- Customer‑Centric Mindset: Ability to empathize with patients and provide clear, compassionate guidance.
- Analytical Thinking: Skill in dissecting complex billing scenarios and identifying actionable solutions.
- Technical Proficiency: Comfortable with multiple software platforms and quick to learn new tools.
- Time Management: Efficiently juggle high call volumes while maintaining accuracy.
- Compliance Awareness: Adherence to PHI, SPI, and other regulatory standards.
- Team Collaboration: Willingness to share insights and support colleagues across functions.
- Adaptability: Thrive in a fast‑paced environment with evolving processes and policies.
Career Growth & Learning Opportunities
At brighthush, we view every role as a stepping stone toward greater responsibility. As a Customer Service Representative, you’ll have the chance to:
- Progress to a Team Lead or Supervisor position, overseeing a group of representatives and shaping team strategy.
- Transition into specialized functional roles such as Collections Analyst, Billing Specialist, or Compliance Officer.
- Participate in leadership development programs, mentorship pairings, and cross‑department projects.
- Earn certifications in medical billing, coding, or customer service excellence through our partnered learning platforms.
- Attend industry conferences and webinars to stay ahead of emerging trends and regulatory updates.
Work Environment & Company Culture
brighthush champions a flexible, inclusive, and collaborative culture. Whether you’re working remotely or from our Marshfield office, you’ll enjoy:
- State‑of‑the‑art technology that supports seamless communication and data management.
- Regular virtual team huddles, video conferences, and social events to foster connection.
- A supportive manager who provides clear guidance, constructive feedback, and recognition.
- Open channels for idea sharing, innovation, and continuous improvement.
- Commitment to work‑life balance, with flexible scheduling options and generous paid time off.
Compensation & Benefits
While specific figures may vary based on experience and location, brighthush offers a competitive compensation package that includes:
- Base salary commensurate with industry standards for remote healthcare customer service roles.
- Performance‑based bonuses tied to KPIs such as call resolution rates and customer satisfaction scores.
- Health, dental, and vision insurance plans for employees and eligible dependents.
- 401(k) retirement plan with company match.
- Paid time off, holidays, and sick leave.
- Professional development stipend and tuition reimbursement for relevant courses.
- Employee wellness programs, including virtual fitness classes and mental health resources.
How to Apply
If you’re ready to bring your expertise in healthcare billing and customer service to a forward‑thinking organization, we’d love to hear from you. Submit your application through our careers portal, and let’s explore how you can make a lasting impact at brighthush.