Senior Customer Service Associate – Healthcare Billing & Escalation Management – Remote (Maine/New Hampshire) – brighthush

About brighthush

brighthush is a leading, patient‑centric healthcare organization that delivers comprehensive medical services across Maine and New Hampshire. With a mission to improve health outcomes through innovation, collaboration, and compassionate care, brighthush has earned a reputation for excellence in clinical quality, operational efficiency, and employee engagement. Our teams are powered by cutting‑edge technology, data‑driven insights, and a culture that values diversity, inclusion, and continuous learning. As we expand our reach, we are looking for dedicated professionals who share our commitment to delivering exceptional patient experiences and who thrive in a fast‑moving, high‑impact environment.

Position Overview

We are seeking an experienced Senior Customer Service Associate to join our remote Customer Service team. In this role, you will serve as the primary point of contact for complex billing inquiries, escalated patient and provider issues, and cross‑functional collaboration. You will leverage your deep knowledge of medical billing terminology, CPT, HCPCS, and ICD‑10 coding to resolve disputes, ensure compliance, and maintain the highest level of customer satisfaction. This is a full‑time, mid‑level position that offers competitive compensation, comprehensive benefits, and a clear path for career advancement within brighthush’s dynamic healthcare ecosystem.

Key Responsibilities

• Escalation Management: Receive, triage, and resolve high‑priority billing and service inquiries from patients, providers, and internal stakeholders.
• Billing Research & Analysis: Conduct in‑depth investigations into billing discrepancies, claim denials, and payment adjustments using electronic health record (EHR) systems and billing software.
• Cross‑Functional Collaboration: Partner with Revenue Cycle Management, Clinical Coding, Finance, and IT teams to identify root causes, implement corrective actions, and prevent recurrence.
• Process Improvement: Identify patterns in escalated issues, propose workflow enhancements, and contribute to the development of best practices and knowledge base articles.
• Compliance & Quality Assurance: Ensure all interactions adhere to HIPAA regulations, internal policies, and industry standards, maintaining meticulous documentation for audit purposes.
• Customer Advocacy: Act as a patient‑first advocate, providing clear, empathetic communication and timely updates throughout the resolution process.
• Training & Mentorship: Mentor junior associates, share expertise on billing terminology and coding standards, and support onboarding initiatives.
• Reporting & Analytics: Generate regular reports on escalation metrics, resolution times, and customer satisfaction scores to inform leadership decisions.

Essential Qualifications

• High school diploma or GED (Bachelor’s degree preferred).
• Minimum of 3 years of experience in healthcare customer service, call center operations, or medical billing support.
• Strong knowledge of medical billing terminology, CPT, HCPCS, and ICD‑10 coding systems.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and familiarity with billing software such as Epic, Meditech, or similar platforms.
• Excellent verbal and written communication skills in English.
• Demonstrated ability to handle complex, high‑volume escalations with professionalism and empathy.
• Strong analytical and problem‑solving skills, with the ability to interpret data and identify trends.
• Experience with HIPAA compliance and data privacy best practices.

Preferred Qualifications

• HFMA Certified Revenue Cycle Management (CRCM) or higher (e.g., HFMA Certified Medical Billing Specialist).
• Experience working in a remote or hybrid environment with self‑management and time‑zone flexibility.
• Knowledge of payer contracts, reimbursement policies, and denial management processes.
• Previous exposure to quality improvement initiatives or Six Sigma methodologies.
• Multilingual capabilities (Spanish, French, or other languages) are a plus.

Key Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and resolving issues in a patient‑first manner.
• Technical Proficiency: Comfortable navigating complex EHR and billing systems, with a knack for learning new software quickly.
• Analytical Thinking: Ability to dissect problems, identify root causes, and develop actionable solutions.
• Collaboration & Teamwork: Strong interpersonal skills to work effectively across departments and build consensus.
• Adaptability: Thrive in a fast‑paced environment with evolving processes and regulatory requirements.
• Attention to Detail: Meticulous record‑keeping and documentation to support compliance and audit readiness.
• Time Management: Prioritize multiple tasks, meet deadlines, and maintain high productivity in a remote setting.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Senior Customer Service Associate, you will have access to:

• Structured learning paths in revenue cycle management, coding certification, and advanced customer service techniques.
• Mentorship programs pairing you with seasoned leaders in billing, finance, and clinical operations.
• Cross‑departmental projects that broaden your skill set and expose you to new facets of the healthcare delivery model.
• Leadership training and succession planning that prepare you for future roles such as Billing Manager, Customer Experience Lead, or Revenue Cycle Director.
• Annual tuition reimbursement for accredited courses and certifications relevant to your career trajectory.

Work Environment & Culture at brighthush

brighthush fosters a collaborative, inclusive, and innovative culture. Our remote teams enjoy:

• Flexible work schedules that respect work‑life balance while meeting patient needs.
• Regular virtual town halls, team‑building activities, and wellness initiatives.
• A culture of transparency, where feedback is encouraged and ideas are valued.
• Access to cutting‑edge technology, including secure cloud platforms and real‑time analytics dashboards.
• Recognition programs that celebrate achievements, milestones, and contributions to patient care.

Compensation, Perks, and Benefits

While the base salary range for this role is USD 43,867 – 56,409 per year, brighthush offers a comprehensive benefits package designed to support your well‑being and future:

• Competitive health, dental, and vision insurance plans with low employee premiums.
• Generous paid time off, including vacation, sick leave, and personal days.
• Parental leave policies that provide paid time off for new parents and caregivers.
• Retirement savings plan (401(k) with company match) to help you build long‑term financial security.
• Employee assistance program (EAP) offering confidential counseling and resources.
• Wellness stipend for gym memberships, meditation apps, or other health‑related expenses.
• Professional development budget for conferences, workshops, and certifications.
• Technology stipend to equip you with a reliable home office setup.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven organization that places patients at the heart of everything we do. Your work will directly impact the quality of care, financial health, and overall experience of thousands of patients and providers across the region. You will collaborate with passionate professionals, leverage state‑of‑the‑art technology, and grow your expertise in a supportive, forward‑thinking environment. If you are a motivated, detail‑oriented customer service professional with a passion for healthcare, we invite you to bring your talents to brighthush and help shape the future of patient care.

How to Apply

Ready to make a difference? Submit your application through our careers portal and join a team that values innovation, integrity, and impact. We look forward to learning how your skills and experience align with brighthush’s vision for excellence in healthcare service.