Seasoned Remote Healthcare Customer Service Representative – Insurance Expertise, High‑Volume Call Center Excellence, Billing & Financial Assistance Specialist

About brighthush

brighthush is a trailblazer in the healthcare technology space, dedicated to transforming the way patients and providers interact with financial information. By marrying cutting‑edge software with a human‑centered approach, we deliver clarity, compassion, and confidence to every call, every chat, and every email. Our mission is simple yet powerful: to empower patients to understand their care costs and to give providers the tools to streamline billing and collections. With a culture rooted in empathy, continuous learning, and technological excellence, brighthush invites you to join a team that values every interaction and strives for excellence in every call.

Why Join brighthush?

At brighthush, you’ll experience the best of both worlds: the flexibility of a fully remote role and the structure of a high‑performing call center. Our remote platform is powered by industry‑leading softphone and analytics tools that let you manage patient inquiries efficiently while staying connected to a supportive, collaborative team. We celebrate diversity, champion professional growth, and reward performance with competitive compensation, comprehensive benefits, and a host of employee‑centric perks. Whether you’re a seasoned veteran or a recent graduate, brighthush offers a career path that rewards expertise, initiative, and a passion for patient advocacy.

Key Responsibilities

• High‑Volume Call Management: Handle a steady stream of inbound patient calls, ensuring each interaction is courteous, accurate, and solution‑oriented. Maintain a calm, professional demeanor even during peak periods.
• Billing Inquiry Resolution: Research and respond to complex billing questions, including explanation of charges, payment plans, and insurance coverage. Use your knowledge of payer policies to provide clear, actionable guidance.
• Payment Negotiation: Collaborate with patients to negotiate payment arrangements that respect both patient circumstances and hospital financial policies. Document all agreements accurately in the system.
• Financial Assistance Identification: Identify patients eligible for financial assistance programs and guide them through application processes. Coordinate with the assistance team to expedite approvals.
• Electronic Health Record (EHR) Management: Accurately update patient records in the EHR system, ensuring compliance with HIPAA and internal data‑security protocols. Verify that all billing and payment data are reflected correctly.
• Policy Communication: Clearly explain hospital financial policies, insurance benefits, and payment expectations to patients. Use plain language to demystify complex terminology.
• Production Standards Adherence: Meet or exceed departmental productivity metrics, including call handling time, resolution rates, and customer satisfaction scores. Continuously seek ways to improve efficiency.
• Team Collaboration: Participate in regular team meetings, share best practices, and support peers in achieving collective goals. Act as a mentor for new hires when needed.
• Continuous Improvement: Contribute to process enhancements, training materials, and quality assurance initiatives. Provide feedback on system usability and workflow bottlenecks.
• Compliance & Quality Assurance: Adhere to all regulatory requirements, including HIPAA, and participate in periodic audits and quality reviews.

Essential Qualifications

• High school diploma or equivalent (required).
• Minimum of 2 years’ experience in healthcare customer service, collections, billing, or insurance support.
• Proven experience in a healthcare call center or hospital environment.
• Strong understanding of health insurance terminology, including Medicare, Medicaid, HMO, PPO, and other contract payers.
• Proficiency in reading and interpreting Explanation of Benefits (EOB) statements.
• Advanced computer skills: Microsoft Word, Excel, and EHR systems (Epic preferred).
• Excellent written and verbal communication skills, with the ability to convey complex information clearly and concisely.
• Knowledge of HIPAA regulations and commitment to maintaining patient confidentiality.
• Self‑motivated, critical thinker with strong organizational abilities.
• Ability to work independently from a home office while maintaining a professional environment.
• Strong time‑management skills and the ability to juggle multiple tasks simultaneously.

Preferred Qualifications

• CPAR, CHAA, and CFC certifications.
• Experience with call‑center softphone systems and multi‑screen workflows.
• Prior exposure to financial assistance program enrollment.
• Knowledge of additional payer types such as managed care plans and private insurers.
• Demonstrated success in meeting or exceeding call‑center productivity metrics.
• Experience with data analytics tools (e.g., Tableau, Power BI) for reporting and trend analysis.

Core Skills & Competencies

• Empathy & Patience: Ability to listen actively and respond with kindness, ensuring patients feel heard and respected.
• Problem‑Solving: Quick analytical thinking to resolve billing discrepancies and payment issues.
• Attention to Detail: Meticulous record‑keeping and data entry to maintain accurate patient information.
• Time Management: Efficient handling of multiple tasks while maintaining high call quality.
• Adaptability: Comfortable with evolving policies, technology updates, and shifting patient needs.
• Team Collaboration: Willingness to share insights and support colleagues in a virtual environment.
• Tech Savviness: Quick to learn new software and troubleshoot minor technical issues.
• Customer‑Centric Mindset: Focus on delivering a positive experience that reflects brighthush’s values.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Remote Healthcare Customer Service Representative, you’ll have access to a wealth of resources designed to accelerate your professional development:

• Structured onboarding and continuous training modules covering billing, insurance, and compliance.
• Mentorship programs pairing you with experienced senior representatives and subject‑matter experts.
• Internal career ladder opportunities, including roles in collections management, billing analytics, customer experience leadership, and program management.
• Access to industry conferences, webinars, and certification sponsorships to keep you at the forefront of healthcare finance.
• Regular performance reviews with clear pathways for advancement and salary growth.
• Cross‑functional project assignments that broaden your skill set and expose you to new areas of the organization.
• Annual “Innovation Challenge” where employees can propose and pilot new solutions to improve patient experience.

Work Environment & Company Culture

brighthush fosters a culture of inclusion, transparency, and innovation. Even though you’ll be working remotely, you’ll feel part of a vibrant community through:

• Weekly virtual town halls and team‑building events that keep everyone connected.
• Open‑door communication channels with leadership, including a dedicated Slack channel for instant feedback.
• Recognition programs celebrating outstanding customer service and teamwork, such as “Agent of the Month” and “Innovation Spotlight.”
• Flexible scheduling options to accommodate diverse lifestyles, including compressed workweeks and core‑hour policies.
• Commitment to mental health and well‑being, with access to counseling resources, virtual fitness classes, and mindfulness sessions.
• Annual “Wellness Week” featuring webinars on stress management, nutrition, and work‑life balance.
• Community outreach initiatives that allow employees to volunteer and give back, reinforcing our mission to improve patient experiences beyond the call center.

Compensation & Benefits

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

• Base salary commensurate with industry standards and aligned with your experience level.
• Performance‑based bonuses tied to call quality, resolution rates, and customer satisfaction metrics.
• Comprehensive health, dental, and vision insurance plans with flexible coverage options.
• 401(k) retirement plan with company matching up to 5% of your salary.
• Paid time off, holidays, and sick leave, plus a generous parental leave policy.
• Professional development stipend and tuition reimbursement for relevant courses and certifications.
• Technology stipend to support a high‑quality home‑office setup, including a monitor, headset, and ergonomic chair.
• Employee wellness programs, including virtual fitness classes, mindfulness sessions, and a wellness stipend.
• Access to a company‑wide learning platform with courses on healthcare finance, customer service excellence, and leadership development.

How to Apply

Ready to bring your expertise to a forward‑thinking team that values your contributions? Click the button below to submit your application and start your journey with brighthush.

Apply to brighthush

Equal Opportunity Employer

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or any other protected status.