Seasoned Remote Urology Billing Customer Service Representative – Claims Management & Patient Support Specialist (High‑Volume, Remote, Patient‑Centric)

About brighthush and the Urology Billing Team

brighthush is a forward‑thinking leader in the home health products and equipment sector, dedicated to improving the lives of patients through innovative solutions and exceptional service. With a portfolio that spans Urology, Diabetes, Mom & Baby, and Sleep, brighthush has built a reputation for quality, reliability, and a customer‑first mindset. Our Urology division is a trusted name in incontinence care, delivering products such as diapers, underpads, and catheter supplies to more than 100,000 patients each month. The division’s commitment to excellence is reflected in a 4.9‑star average on over 7,000 Google reviews.

As part of our growth strategy, we are expanding the Urology Billing team to support a high‑volume, remote customer service operation. This role is pivotal in ensuring that patients, insurance carriers, and healthcare providers receive timely, accurate billing support while maintaining the highest standards of compliance and confidentiality.

Why This Role Matters

Every call you handle, every claim you investigate, and every payment plan you set up directly impacts a patient’s experience and well‑being. In the Urology space, billing can be complex—insurance coverage varies, documentation requirements differ, and patients often face financial uncertainty. By providing clear, compassionate guidance, you become a trusted partner in their healthcare journey. Your work helps patients focus on recovery rather than paperwork, and it supports our partners in delivering seamless care.

Day‑in‑the‑Life of a Remote Urology Billing Representative

• Morning Check‑In: Review the overnight claim backlog, prioritize high‑impact cases, and set daily goals.
• High‑Volume Call Handling: Manage 6–8 hours of inbound and outbound calls, addressing billing inquiries, payment arrangements, and account status updates for patients, insurers, and medical offices.
• Claims Investigation: Dive into denied claims, gather required medical documentation, and coordinate with insurance carriers to secure approvals and timely payments.
• Account Reconciliation: Reconcile payment records, resolve discrepancies, and update account balances in our billing and CRM systems with precision.
• Customer Education: Explain complex billing statements, insurance coverage details, and payment options in a clear, empathetic manner.
• Documentation & Compliance: Record all interactions, payment arrangements, and resolution steps accurately; ensure adherence to HIPAA, state regulations, and internal policies.
• Cross‑Functional Collaboration: Liaise with insurance partners, healthcare providers, and internal departments (Claims, Finance, Compliance) to expedite claim processing.
• Continuous Improvement: Identify process gaps, suggest workflow enhancements, and participate in training initiatives to elevate service quality.
• Wrap‑Up: Review performance metrics, update status dashboards, and prepare for the next day’s priorities.

Key Responsibilities

• High‑Volume Call Handling: Efficiently manage a busy call queue while maintaining a calm, patient‑centric demeanor.
• Claims Management: Investigate denied claims, coordinate with carriers, and secure approvals.
• Account Reconciliation: Resolve billing discrepancies and maintain accurate account balances.
• Customer Education: Translate complex billing language into understandable, actionable information.
• Documentation & Compliance: Maintain meticulous records and uphold HIPAA and other regulatory standards.
• Cross‑Functional Collaboration: Work closely with internal and external stakeholders to streamline processes.
• Quality & Productivity: Meet or exceed productivity metrics while delivering high‑quality service.
• Payment Processing: Accept payments, set up payment plans, and guide patients through financial assistance programs.
• Continuous Improvement: Identify process gaps and propose enhancements.

Essential Qualifications

• Minimum of 2 years of recent experience in a customer‑service or billing role, preferably within healthcare or insurance.
• Strong understanding of medical billing terminology, insurance claim processes, and payment reconciliation.
• Proficiency with CRM and billing software; experience with Salesforce or similar platforms is a plus.
• Excellent verbal communication skills, with the ability to convey complex information clearly and compassionately.
• High level of organization, attention to detail, and the capacity to manage multiple tasks simultaneously.
• Demonstrated ability to maintain confidentiality and comply with HIPAA regulations.
• Reliable, self‑motivated remote worker with a stable home office setup and a high‑speed internet connection.
• Strong problem‑solving skills and a proactive approach to resolving customer issues.

Preferred Qualifications

• Bachelor’s degree from an accredited university (any field).
• Prior experience in healthcare billing, medical coding, or health insurance operations.
• Knowledge of Urology product lines and common billing scenarios related to incontinence care.
• Experience working in a call‑center or remote customer‑support environment.
• Familiarity with compliance frameworks such as HIPAA, HITECH, and state‑specific regulations.
• Multilingual capabilities (Spanish, French, or other languages) to serve a diverse patient base.

Core Skills & Competencies

• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help patients navigate billing challenges.
• Analytical Thinking: Ability to dissect complex billing statements and identify root causes of discrepancies.
• Communication Excellence: Clear, concise, and professional verbal and written communication.
• Adaptability: Comfortable working in a dynamic environment with evolving processes and technologies.
• Team Collaboration: Willingness to partner with cross‑functional teams to achieve shared goals.
• Time Management: Prioritize tasks effectively to meet daily call volume and resolution targets.
• Technology Savvy: Comfortable navigating multiple software applications and troubleshooting basic technical issues.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. Successful team members in the Urology Billing role can progress to:

• Senior Billing Analyst – overseeing complex claim portfolios and mentoring junior staff.
• Billing Manager – leading a regional billing team, shaping strategy, and driving process improvements.
• Compliance Officer – ensuring regulatory adherence across all billing operations.
• Product Support Specialist – working closely with product development to align billing processes with new Urology offerings.

We provide continuous learning through access to industry certifications (e.g., Certified Professional Biller), webinars, and internal training modules. Employees are encouraged to pursue professional development and are supported with tuition reimbursement for relevant courses.

Work Environment & Company Culture

brighthush champions a culture of inclusion, transparency, and innovation. As a remote team member, you’ll enjoy:

• Flexible scheduling options to accommodate personal commitments.
• Regular virtual team huddles and quarterly all‑hands meetings to foster connection.
• A collaborative environment where ideas are valued and cross‑departmental projects are common.
• Access to a digital knowledge base, peer‑support chat channels, and a dedicated HR liaison for remote employees.
• A commitment to work‑life balance, with generous paid time off and a 12‑week parental leave for birthing parents.

Compensation & Benefits

We offer a competitive salary package that reflects your experience and the value you bring to our team. In addition to base pay, you’ll receive:

• Health, dental, and vision insurance with FSA/HSA options.
• Optional life insurance and disability coverage.
• 401(k) plan with company match to support your long‑term financial goals.
• Paid holidays and PTO accrual from day one.
• Employee Assistance Program (EAP) for mental health and wellness support.
• Additional parental benefits, including fertility stipends, free diapers, and breast pump reimbursement.
• Regular wellness challenges and virtual fitness classes.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven organization that values every employee’s contribution. Your work will directly impact the quality of life for thousands of patients, ensuring they receive the care and support they deserve. With a focus on professional growth, a supportive remote work culture, and a comprehensive benefits package, brighthush offers a career path that is both rewarding and sustainable.

Ready to Make a Difference?

If you are a dedicated, detail‑oriented professional with a passion for customer service and a desire to help patients navigate complex billing landscapes, we invite you to apply. Join brighthush and become a vital part of a team that is redefining the future of home health care.