Seasoned Remote Healthcare Customer Service Representative – Billing & Insurance Specialist – Tennessee – Drive Patient Satisfaction & Revenue Growth at brighthush

About brighthush

brighthush is a trailblazing leader in the healthcare services sector, dedicated to transforming the way patients, providers, and insurers interact. With a legacy spanning over three decades, we have built a reputation for excellence, innovation, and an unwavering commitment to employee growth. Our mission is simple: empower our people to reach their full potential while delivering unparalleled customer experiences that make a real difference in people’s lives.

Industry Landscape & Our Role

The healthcare industry is evolving at a breakneck pace. From the rapid adoption of telehealth to the increasing complexity of insurance plans, patients and providers alike face new challenges every day. 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 Join brighthush?

At brighthush, we believe that the heart of our success lies in our people. We offer a dynamic, flexible work environment that blends remote autonomy with the collaborative energy of our Marshfield, WI office. 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

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. As a Customer Service Representative, you will have the chance to progress to team lead, quality assurance specialist, or functional roles such as billing analyst or compliance officer. We provide a robust learning ecosystem, including:

• Structured onboarding and continuous training modules covering billing, coding, and customer service excellence.
• Mentorship programs pairing you with seasoned professionals across departments.
• Access to industry conferences, webinars, and certifications to enhance your skill set.
• Regular performance reviews and career development plans tailored to your aspirations.
• Cross‑functional project opportunities that expose you to new areas of the business.
• Internal knowledge‑sharing sessions where you can present insights or best practices.

Work Environment & Culture

brighthush fosters a culture of transparency, respect, and innovation. Our remote‑first model empowers you to design a workspace that suits your lifestyle while staying connected through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Real‑time collaboration tools (video conferencing, instant messaging, shared dashboards).
• Flexible scheduling options to accommodate personal commitments.
• A supportive peer network that celebrates achievements and shares knowledge.
• Annual team retreats and community service initiatives that strengthen bonds.
• Open‑door leadership communication, ensuring you always know where the company is headed.

Compensation & Benefits

While specific figures may vary based on experience, brighthush offers a competitive salary package that includes:

• Base pay commensurate with industry standards.
• Performance‑based incentives tied to key metrics such as call resolution rate and customer satisfaction.
• Health, dental, and vision insurance plans with comprehensive coverage options.
• 401(k) retirement plan with company match to help you plan for the future.
• Paid time off, holidays, and a flexible leave policy to support work‑life balance.
• Professional development stipend and tuition reimbursement for relevant courses.
• Wellness programs, including virtual fitness classes, mental health resources, and wellness stipends.
• Technology stipend to equip you with the best tools for remote work.
• Employee assistance program (EAP) for confidential support.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced environment, and are ready to grow with a forward‑thinking organization, we want to hear from you. Submit your application through our careers portal or send your resume and cover letter directly to [email protected]. Join brighthush and help shape the future of healthcare customer service—one call at a time.

Join the brighthush Team Today!

Your expertise can make a lasting impact on patients, providers, and the broader healthcare ecosystem. Embrace the opportunity to work remotely, collaborate with a dedicated team, and advance your career in a company that values innovation, integrity, and personal growth. Apply now and become an essential part of brighthush’s mission to deliver outstanding service and transformative solutions.