Senior Customer Care Representative II – Billing & Health Services Specialist (Remote, Tampa, FL) – Champion Patient Advocacy, Billing Excellence, and Healthcare Support at brighthush

Welcome to brighthush: Where Compassion Meets Innovation

At brighthush, we’re redefining the way patients and providers experience medical billing. Our mission is simple yet transformative: reduce administrative friction, empower patients with knowledge, and enable providers to focus on what they do best—caring for people. By blending state‑of‑the‑art technology with a deep commitment to empathy, we turn complex claims into clear, actionable conversations. This empowers patients to understand their finances and frees clinicians to devote their time to healing.

Our workforce is fully remote, spanning the entire United States. We’ve built a vibrant community of professionals who thrive on problem‑solving, empathy, and continuous learning. Every team member is a frontline advocate, ensuring that every interaction leaves a lasting positive impact on the healthcare ecosystem.

Why Join brighthush? The brighthush Advantage

When you become part of our team, you’ll experience a culture built around flexibility, transparency, and purpose. Here’s what sets us apart:

• Fully Remote Flexibility – Work from anywhere with a schedule that respects your personal commitments.
• Transparent Culture – Open communication, collaborative decision‑making, and a focus on personal growth.
• Competitive Compensation – Hourly pay, performance bonuses, and a comprehensive benefits package.
• Mission‑Driven Impact – Directly improve patient outcomes and reduce administrative burden for providers.
• Community & Innovation – Engage in community outreach, health‑education initiatives, and continuous process improvement.

Key Responsibilities – Your Day‑to‑Day Impact

As a Senior Customer Care Representative II, you will be the frontline advocate for our members, handling a high volume of inbound calls and complex billing inquiries. Your day‑to‑day tasks will include:

• Answering up to 70 calls per day, providing clear, step‑by‑step guidance on billing, eligibility, and plan benefits.
• Researching, troubleshooting, and resolving intricate billing disputes, ensuring full resolution and customer satisfaction.
• Using the brighthush Billing System and related applications to navigate claims, verify eligibility, and update patient records.
• Maintaining meticulous logs of all patient interactions, ensuring compliance with HIPAA and internal quality standards.
• Participating in continuous improvement projects, such as process optimization or training initiatives, as directed by business needs.
• Adhering to all regulatory and company policies, including data privacy, security, and quality assurance protocols.
• Mentoring junior team members and sharing best practices to elevate overall team performance.
• Collaborating with cross‑functional teams—billing, compliance, and technology—to resolve escalated issues.
• Monitoring key performance indicators (KPIs) and proactively addressing any trends that may impact service quality.

Additional Impact Areas

• Contributing to the development of knowledge‑base articles and FAQs that reduce repeat inquiries.
• Assisting in the rollout of new billing features and system updates, providing user feedback and training support.
• Representing brighthush at virtual industry events, webinars, and community outreach programs.
• Acting as a liaison between patients and internal stakeholders to ensure seamless communication and issue resolution.

Essential Qualifications – What We’re Looking For

We’re looking for candidates who bring a blend of experience, skill, and a genuine passion for helping others. The following qualifications are essential:

• Minimum of 1 year of experience in a high‑volume call center environment.
• At least 1 year of experience in a medical office or health‑care setting, dealing with billing, claims, or patient support.
• Strong understanding of healthcare claims billing, eligibility verification, and financial processes.
• Exceptional ability to translate complex medical and billing terminology into simple, actionable language.
• Proficiency with Windows PCs and the ability to quickly learn new software systems.
• Flexibility to work any nine‑hour shift (including breaks and lunch) between 8:30 AM and 8:00 PM ET, Monday‑Friday.
• Commitment to full‑time attendance during the training period with zero absences.
• Strong independent work ethic, accountability, and a proactive mindset.
• Excellent listening skills, empathy, and the ability to build rapport with diverse callers.
• Conflict‑management skills to de‑escalate stressful situations and resolve disputes effectively.
• Legal eligibility to work in the United States, age 18 or older, and a high‑school diploma or GED.

Preferred Qualifications – What Will Set You Apart

While not mandatory, the following qualifications will give you a competitive edge:

• Bi‑lingual proficiency in English and Spanish (or another language).
• Experience with customer‑relationship management (CRM) tools or billing software.
• Prior exposure to HIPAA compliance and data‑security best practices.
• Experience in a supervisory or coaching role within a call center.
• Knowledge of healthcare industry regulations such as CMS, ACA, or state‑specific mandates.

Skills & Competencies – The brighthush Playbook

Success at brighthush requires a blend of technical and soft skills:

• Advanced communication and active‑listening techniques.
• Analytical thinking and problem‑solving under pressure.
• Time‑management and organizational abilities to handle a high call volume.
• Adaptability to evolving processes, policies, and technology.
• Team collaboration and cross‑functional coordination.
• Customer‑centric mindset with a focus on delivering positive outcomes.
• Data‑driven decision making and continuous improvement orientation.
• Resilience and emotional intelligence to manage challenging conversations.

Career Growth & Learning Opportunities – Your Path at brighthush

At brighthush, we invest in your professional development. As you grow, you’ll have access to:

• Structured onboarding and ongoing training programs covering billing systems, compliance, and customer‑service excellence.
• Mentorship from seasoned experts in billing, operations, and quality assurance.
• Internal career pathways, including roles in senior customer support, quality management, or process improvement.
• Leadership development workshops and certifications in healthcare operations.
• Regular performance reviews with clear metrics and growth plans.
• Opportunities to lead projects, present findings, and influence company strategy.
• Access to industry conferences, webinars, and continuing education resources.

Work Environment & Culture – A Remote Community That Thrives

Our remote workforce is built on trust, flexibility, and a shared commitment to quality. You’ll enjoy:

• Fully remote work with a flexible schedule that respects your personal commitments.
• Weekly virtual team huddles, knowledge‑sharing sessions, and social events.
• A culture that celebrates diversity, inclusion, and innovation.
• Access to a digital collaboration platform for real‑time communication and support.
• Opportunities to contribute to community outreach and health‑education initiatives.
• Recognition programs that celebrate individual and team achievements.
• Supportive leadership that values open feedback and continuous improvement.

Compensation & Benefits – We Value Your Well‑Being

We offer a competitive hourly rate, performance bonuses, and a comprehensive benefits package designed to support your well‑being:

• Hourly pay range: $20.00 – $23.00, with potential for annual performance bonuses.
• Full‑time medical, dental, and vision coverage starting Day 1 for employees working 30+ hours per week.
• Well‑being programs, including annual health assessments, mental‑health support, and wellness coaching.
• Paid time off, including vacation, sick leave, and 6 holidays plus a “MyDay” personal day.
• Financial wellness tools such as 401(k) with company match up to 5% after 12 months, Roth IRA options, and financial coaching.
• Flexible Spending Accounts (FSA) for medical and dependent care.
• Employee stock purchase plan and matching gift program.
• Education assistance through the brighthush Education Program and tuition reimbursement.
• Ongoing professional development and certification support.

How to Apply – Take the First Step Toward Impact

Ready to make a difference in the lives of patients and providers? Click the link below to submit your application and join the brighthush family.

Apply to this role at brighthush

Final Call to Action – Join the brighthush Movement

At brighthush, we’re more than a customer‑service team—we’re a community of compassionate professionals dedicated to simplifying healthcare for everyone. If you thrive in a fast‑paced environment, love solving complex problems, and want to grow your career while making a tangible impact, we want to hear from you. Join us and help shape the future of health‑care billing and support.