Seasoned Remote Tier II Billing Customer Service Representative – Healthcare Billing & Patient Support Specialist – Empower Patients & Drive Excellence at brighthush

About brighthush

brighthush is a trailblazer in the healthcare diagnostics and patient support arena, dedicated to delivering accurate, timely, and compassionate care to patients across the United States. Since our founding in 1967, we have evolved into a global organization that employs over 10,000 professionals, operates an extensive network of laboratories, and partners with healthcare providers to streamline diagnostics and billing processes. Our mission is simple yet powerful: to empower patients and providers with reliable data, transparent billing, and exceptional customer service.

As a remote‑first company, brighthush offers the flexibility and autonomy that modern professionals demand while maintaining the high standards of quality and compliance that our patients expect. We are proud of our inclusive culture, our commitment to continuous learning, and our focus on employee well‑being. If you are passionate about making a difference in the lives of patients and thrive in a fast‑paced, technology‑driven environment, brighthush is the place for you.

Position Overview

We are seeking a dedicated Billing Customer Service Representative – Tier II to join our remote team. In this role, you will be the frontline advocate for patients and their families, addressing complex billing inquiries, translating medical terminology into clear, actionable information, and ensuring every interaction meets our rigorous compliance and customer satisfaction standards.

As a Tier II specialist, you will handle high‑volume calls, resolve intricate billing issues, and collaborate with cross‑functional teams to improve processes. Your work will directly impact patient experience, financial accuracy, and the overall reputation of brighthush.

Key Responsibilities

• High‑Volume Call Management: Answer and triage a large volume of inbound calls from patients, caregivers, and healthcare providers, ensuring each inquiry is addressed promptly and accurately.
• Complex Issue Resolution: Investigate, troubleshoot, and resolve multifaceted billing disputes, insurance denials, and payment discrepancies, guaranteeing full resolution and patient satisfaction.
• Medical Terminology Translation: Convert complex medical and billing jargon into simple, step‑by‑step explanations that patients can easily understand and act upon.
• System Navigation: Master the brighthush Billing System and related applications, efficiently accessing patient records, claim status, and payment histories.
• Compliance & Documentation: Maintain meticulous logs of all patient interactions, ensuring adherence to HIPAA regulations and internal audit requirements.
• Project Participation: Contribute to special projects, process improvement initiatives, and system enhancements as directed by business needs.
• Team Collaboration: Work closely with billing analysts, claims specialists, and customer experience teams to share insights and drive continuous improvement.
• Shift Flexibility: Operate within a 9‑hour shift window (8:30 AM – 8:00 PM ET) and adapt to schedule changes as required.

Essential Qualifications

• Minimum of 1 year of experience in a high‑volume call center environment.
• At least 1 year of experience in a medical office or healthcare setting, handling billing and patient inquiries.
• Strong knowledge of healthcare claims billing, eligibility verification, and payment processes.
• Proficiency in translating healthcare jargon into clear, customer‑friendly language.
• Advanced computer skills, including Windows PC applications and the ability to learn new, complex systems quickly.
• Availability to work any 9‑hour shift between Monday‑Friday, 8:30 AM – 8:00 PM ET.
• Commitment to full‑time attendance during the training period with no absences.
• Strong independent work ethic and accountability.
• Excellent listening skills, empathy, and the ability to build rapport with diverse patients.
• Conflict management skills to handle stressful situations and resolve disputes effectively.
• Minimum age of 18 years and a high‑school diploma or GED.
• Bi‑lingual proficiency in English and Spanish is highly desirable.

Preferred Qualifications

• Experience with electronic health record (EHR) systems and billing software.
• Knowledge of HIPAA regulations and data privacy best practices.
• Previous exposure to customer experience metrics such as CSAT, NPS, and quality assurance scores.
• Experience in a Tier II or escalation support role.
• Certification in medical billing or health information management.

Skills & Competencies

• Communication: Clear verbal and written communication, with the ability to explain complex concepts simply.
• Analytical Thinking: Strong problem‑solving skills, with a data‑driven approach to identifying root causes.
• Technical Proficiency: Comfortable navigating multiple software platforms and troubleshooting technical issues.
• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Adaptability: Ability to thrive in a dynamic environment, manage competing priorities, and embrace change.
• Team Player: Collaborative spirit, with a willingness to share knowledge and support colleagues.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Billing Customer Service Representative – Tier II, you will have access to:

• Structured onboarding and continuous training programs covering billing best practices, compliance, and customer service excellence.
• Mentorship from senior billing analysts and cross‑functional leaders.
• Opportunities to transition into specialized roles such as Billing Analyst, Claims Specialist, or Customer Experience Manager.
• Access to internal career pathways and leadership development programs.
• Regular performance reviews with clear metrics and growth targets.

Work Environment & Culture at brighthush

Our remote‑first culture empowers you to work from anywhere in the United States while staying connected to a vibrant, collaborative community. You will enjoy:

• Flexible work hours within the defined shift window.
• Regular virtual team huddles, knowledge‑sharing sessions, and social events.
• A culture that values diversity, equity, and inclusion.
• Opportunities to contribute to process improvements and innovation initiatives.
• A supportive environment that prioritizes mental and physical well‑being.

Compensation & Benefits

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

• Base salary commensurate with industry standards.
• Annual performance bonus potential.
• Full‑time medical, supplemental health, dental, and vision coverage starting Day 1 for employees working 30+ hours per week.
• Best‑in‑class well‑being programs, including the brighthush Wellness Blueprint and brighthush HealthyMINDS mental health support.
• Annual, no‑cost health assessment program.
• Vacation, health/flex time, and paid holidays (6 holidays plus 1 “MyDay” off).
• FinFit financial coaching and services.
• 401(k) pre‑tax and/or Roth IRA with company match up to 5% after 12 months of service.
• Employee stock purchase plan.
• Life and disability insurance, with optional buy‑up.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
• Matching gifts program.
• Education assistance through the brighthush Education Program.
• Career advancement opportunities across the organization.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization that values integrity, innovation, and impact. You will:

• Make a tangible difference in patients’ lives by ensuring they understand and can manage their healthcare costs.
• Work with cutting‑edge technology and processes that set industry standards.
• Collaborate with passionate professionals who are committed to excellence.
• Benefit from a comprehensive benefits package that supports your health, finances, and future.
• Grow your career through continuous learning, mentorship, and clear advancement pathways.

Ready to Apply?

If you are ready to bring your expertise, empathy, and dedication to a forward‑thinking organization, we encourage you to apply today. Join brighthush and help shape the future of patient billing and support.