Seasoned Remote Healthcare Customer Service Representative – Billing & Insurance Support Specialist with Patient Advocacy Expertise

Welcome to brighthush: Pioneering Compassionate Care in a Digital World

brighthush has been a trailblazer in the healthcare industry for over thirty years, redefining how patients, providers, and payers interact through data‑driven, patient‑centric solutions. Our mission is simple yet powerful: to empower every stakeholder with seamless, compassionate, and intelligent support that drives better health outcomes and operational excellence. As we expand our footprint across the United States, we’re looking for dedicated professionals who share our commitment to quality, integrity, and continuous improvement.

In today’s fast‑moving healthcare ecosystem, the role of a Customer Service Representative (CSR) is more critical than ever. You will be the first point of contact for patients, law offices, insurance carriers, and other stakeholders, ensuring that billing and insurance inquiries are resolved efficiently and with empathy. Your work will directly impact patient satisfaction, revenue cycle performance, and the overall reputation of brighthush.

Position Overview

As a Remote Healthcare Customer Service Representative, you will deliver exceptional, consistent customer experiences by demonstrating patience, empathy, compassion, and sincerity. You will handle inbound and outbound calls, as well as written communication, to manage inquiries and concerns related to billing and insurance. Your goal will be to offer payment options, facilitate payment processing, and resolve complex billing issues while adhering to company policies, client guidelines, and applicable laws.

Key Responsibilities

• Answer inbound calls from patients, law offices, insurance companies, and other external facilities to resolve complex billing and insurance issues.
• Make outbound calls to patients with aging balances that have not yet been sent for collections, offering payment solutions and negotiating payment plans.
• Respond to complex billing and insurance questions, including deductibles, co‑insurance, co‑pays, denials, charge disputes, claim resubmissions, eligibility issues, and coding disputes.
• Review financial information and recommend payment options or assistance programs in line with client guidelines.
• Manage both common and challenging objections from consumers, guiding them through payment resources and making referrals to the appropriate client services.
• Utilize required scripts and verbatims while skillfully navigating guidelines to maximize potential recovery on each call.
• Maintain a working understanding of account requirements, leveraging related documentation and resources as needed.
• Document account interactions accurately, including notes and codes, with minimal errors and requiring minimal assistance.
• Work efficiently within both internal and client systems, ensuring data integrity and compliance.
• Adhere to brighthush Core Values and Strategic Anchors, consistently demonstrating professionalism and client‑centric focus.
• Collaborate with cross‑functional teams to continuously improve processes and customer experience.
• Perform additional duties as assigned based on business needs, contributing to the overall success of the organization.

Essential Qualifications

• High School Diploma or equivalent (GED) required; additional education in healthcare, business, or related fields is a plus.
• Prior experience in a call center and healthcare customer service setting preferred.
• Strong verbal and written communication skills, with proper grammar, telephone etiquette, and the ability to convey complex information clearly.
• Proficiency in navigating multiple computer applications and databases simultaneously.
• Moderate to advanced keyboard typing and navigation skills.
• Ability to overcome patient objections and negotiate payment solutions successfully.
• Reliable, responsible, and punctual with a strong work ethic.
• Self‑motivated and committed to career success, with the ability to manage time productively in a remote environment.
• Understanding of Sensitive Personal Information (SPI) and Protected Health Information (PHI) confidentiality requirements.
• Basic math skills for calculating percentages, addition, subtraction, multiplication, and division.

Preferred Qualifications

• Prior supervisory experience within a call center or customer service environment.
• Familiarity with Artiva, Cerner Soarian, or EPIC applications.
• Working knowledge of medical billing and coding.
• Experience in a medical office or general understanding of health insurance processes.
• Knowledge of regulatory compliance standards such as HIPAA, HITECH, and state‑specific privacy laws.
• Experience with payment processing platforms and insurance claim management systems.

Skills & Competencies for Success

• Customer‑centric mindset with a genuine desire to help patients navigate billing challenges.
• Strong analytical and problem‑solving abilities to resolve complex billing disputes.
• Excellent time‑management skills, capable of handling a high volume of calls while maintaining quality.
• Adaptability to new technologies, processes, and changing regulatory environments.
• Team collaboration skills, with the ability to work effectively with remote colleagues via screen monitoring and video conferencing.
• Resilience and emotional intelligence to handle sensitive conversations with empathy and professionalism.
• Commitment to continuous learning and personal development.

Career Growth Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Representative, you will have the opportunity to:

• Progress to a Team Lead or Supervisor role, overseeing a group of CSRs and driving performance metrics.
• Transition into specialized functional roles such as Billing Analyst, Collections Specialist, or Customer Experience Manager.
• Participate in leadership development programs, mentorship initiatives, and cross‑departmental projects.
• Earn certifications in medical billing, coding, or customer service excellence.
• Benefit from a culture that rewards innovation, initiative, and results.

Work Environment & Company Culture

brighthush offers a flexible work environment that supports both remote and office‑based arrangements. Whether you choose to work from home or from our Marshfield, WI office, you will be part of a collaborative, inclusive, and high‑performing team. Our culture is built on:

• Core Values: Integrity, Accountability, Innovation, and Compassion.
• Strategic Anchors: Customer Success, Operational Excellence, and Continuous Improvement.
• Open communication channels, including regular virtual town halls, team meetings, and one‑on‑one check‑ins.
• Employee recognition programs that celebrate achievements and milestones.
• Commitment to work‑life balance, with flexible scheduling and remote work options.

Compensation, Perks, and Benefits

While specific compensation details are tailored to experience and performance, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to key metrics such as call volume, resolution rate, and customer satisfaction.
• Health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Paid time off, holidays, and sick leave.
• Professional development budget for certifications, courses, and conferences.
• Employee assistance program and wellness resources.
• Technology stipend for remote workers to maintain a productive home office.

How to Apply

Ready to join a team that values your expertise and invests in your growth? Click the link below to submit your application and take the first step toward a rewarding career at brighthush.

Apply to this position now

Closing Statement

At brighthush, we are more than just a healthcare solutions provider; we are a community of passionate professionals dedicated to making a difference in patients’ lives. If you are a motivated, empathetic, and detail‑oriented individual who thrives in a dynamic, remote work environment, we invite you to bring your talents to our team. Together, we will continue to set new standards for customer service excellence and drive positive outcomes for the healthcare industry.

We look forward to welcoming you to brighthush and exploring the possibilities of what we can achieve together.