Senior Customer Success Advocate – Patient Payment & Billing Support Specialist (Remote, Eastern Time)
About brighthush
brighthush is on a mission to transform the way patients and providers experience medical payments. By marrying cutting‑edge technology with a deep commitment to financial wellness, we empower health systems, hospitals, and physician groups to offer patients affordable, transparent, and hassle‑free payment options. Our platform reduces administrative friction, streamlines billing, and ultimately improves access to the care patients need. brighthush is backed by leading venture capital investors—brighthush, brighthush, brighthush, and brighthush—underscoring our rapid growth and the confidence the industry places in our vision.
Why Join brighthush
At brighthush, you’ll be part of a high‑growth, purpose‑driven team that is redefining medical payments. We’re looking for individuals who are passionate about making a tangible difference in people’s lives and who thrive in a fast‑paced, collaborative environment. Your work will directly impact thousands of patients, helping them navigate payment plans and access the care they deserve.
Key Responsibilities
- Patient & Provider Advocacy: Serve as the trusted point of contact for patients and providers, delivering empathetic, solution‑focused support for billing questions, payment plan enrollment, and account inquiries.
- Inbound & Outbound Support: Handle a high volume of inbound calls and emails, and proactively reach out to patients with overdue accounts to facilitate payment plan conversations.
- Digital Payment Education: Guide patients through our digital payment options, explaining the benefits of the brighthush platform and ensuring they feel confident using it.
- Process Improvement: Identify bottlenecks or pain points in the payment journey, collaborate with cross‑functional teams, and propose actionable solutions to enhance the overall patient experience.
- Data Accuracy & Documentation: Maintain meticulous records of all interactions, update patient accounts in our CRM, and ensure compliance with internal policies and regulatory standards.
- Team Collaboration: Work closely with billing, finance, and product teams to resolve complex payment issues and share insights that drive product enhancements.
Essential Qualifications
- 3+ years of customer service experience, preferably in healthcare, financial services, or payment plan servicing.
- Demonstrated passion for helping patients and a genuine desire to improve healthcare access.
- Strong problem‑solving skills with the ability to resolve issues independently and with minimal supervision.
- Excellent verbal and written communication skills in both English and Spanish (or other languages as required).
- Comfortable working in a remote environment with reliable internet, strong time‑management, and self‑accountability.
- Adaptability to evolving tools, processes, and schedules in a fast‑paced startup setting.
- Proven ability to collaborate effectively with cross‑functional teams.
Preferred Qualifications
- Experience in healthcare or fintech environments.
- Familiarity with payment servicing platforms or CRM tools such as Salesforce, Zendesk, or similar.
- Knowledge of HIPAA regulations and patient privacy best practices.
Skills & Competencies
- Empathy & Emotional Intelligence: Ability to listen actively, understand patient concerns, and respond with compassion.
- Communication: Clear, concise, and professional communication across multiple channels.
- Technical Proficiency: Comfortable navigating web‑based platforms, data entry, and troubleshooting basic technical issues.
- Analytical Thinking: Ability to analyze data, spot trends, and recommend improvements.
- Team Player: Willingness to share knowledge, support teammates, and contribute to a positive work culture.
Career Growth & Learning
At brighthush, we believe in nurturing talent and fostering continuous learning. As a Customer Success Advocate, you’ll have the opportunity to:
- Advance into senior support roles, such as Lead Customer Success Specialist or Customer Success Manager.
- Transition into product or operations roles, leveraging your frontline insights to shape platform enhancements.
- Participate in mentorship programs, leadership Apply for this job