Senior Remote Healthcare Billing & Insurance Customer Service Specialist – Expert Billing Resolution & Patient Advocacy Lead (NC)

About brighthush

brighthush has been a cornerstone of the healthcare ecosystem for over thirty years, delivering innovative billing solutions that bridge the gap between patients, providers, and payers. Our mission is simple yet powerful: to transform the often opaque world of medical billing into a transparent, compassionate, and accurate experience for everyone involved. At brighthush, we believe that every patient deserves clear guidance, every provider deserves reliable revenue streams, and every payer deserves efficient, compliant processes. This belief fuels a culture of continuous learning, relentless innovation, and unwavering commitment to employee growth.

Why This Role Matters

As a Remote Healthcare Billing & Insurance Customer Service Representative, you will be the frontline advocate for patients navigating complex billing landscapes. Your daily interactions will directly influence patient satisfaction, revenue recovery, and the overall financial health of our partners. Whether you are dialing from a home office or our Marshfield, WI hub, you will play a pivotal role in turning challenging billing inquiries into positive outcomes, ensuring that patients feel heard, understood, and empowered.

Key Responsibilities

• Patient & Provider Engagement: Handle inbound and outbound calls from patients, law offices, insurance carriers, and external facilities, resolving billing and insurance issues with patience and professionalism.
• Complex Issue Resolution: Address intricate billing questions such as deductibles, co‑insurance, co‑pays, denial explanations, charge disputes, claim resubmissions, eligibility concerns, and coding discrepancies.
• Payment Strategy & Assistance: Review financial statements, recommend payment plans, and connect patients with assistance programs in line with client guidelines.
• Objection Management: Skillfully navigate objections and concerns, guiding patients toward feasible payment solutions and, when necessary, making referrals to appropriate resources.
• Script & Compliance Adherence: Utilize required scripts and verbatims while staying within regulatory and policy boundaries to maximize recovery and maintain compliance.
• Documentation Excellence: Accurately record account notes, codes, and actions with minimal errors, ensuring a reliable audit trail.
• System Proficiency: Operate seamlessly within internal and client systems, including Artiva, Cerner Soarian, and EPIC, to retrieve and update patient information.
• Performance Excellence: Meet or exceed key performance indicators (KPI) such as call volume, successful payment resolution rate, and call quality metrics.
• Continuous Learning: Engage in ongoing training sessions, including our August onboarding cohort, to stay current on industry best practices and regulatory changes.
• Team Collaboration: Participate in virtual team meetings, share insights, and contribute to process improvement initiatives.

Essential Qualifications

• High School Diploma or equivalent (GED) required.
• Prior experience in a call center or healthcare customer service environment.
• Strong verbal and written communication skills with impeccable grammar and telephone etiquette.
• Proficiency in navigating multiple computer applications and databases simultaneously.
• Moderate to advanced keyboard typing speed and navigation skills.
• Ability to compute basic math calculations, including percentages.
• Self‑motivated, reliable, and responsible with a proven track record of punctuality and productivity.
• Understanding of sensitive personal information (SPI) and protected health information (PHI) confidentiality requirements.
• Experience with medical billing and coding is highly desirable.
• Familiarity with Artiva, Cerner Soarian, and EPIC systems is a plus.

Preferred Qualifications

• Previous supervisory or team lead experience within a healthcare or call center setting.
• Background in a medical office or general health insurance knowledge.
• Experience with payment plan development and patient assistance programs.
• Knowledge of HIPAA regulations and compliance standards.
• Advanced proficiency in Microsoft Office Suite, especially Excel for data analysis.

Core Skills & Competencies

• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help patients navigate billing challenges.
• Problem‑Solving: Analytical thinking to dissect complex billing scenarios and devise actionable solutions.
• Communication: Clear, concise, and persuasive verbal and written communication tailored to diverse audiences.
• Technical Aptitude: Comfortable learning new software and adapting to evolving technology platforms.
• Time Management: Ability to juggle multiple tasks, prioritize effectively, and meet strict deadlines.
• Team Collaboration: Willingness to share knowledge, support peers, and contribute to a positive virtual work environment.
• Integrity & Confidentiality: Commitment to safeguarding sensitive patient data and adhering to privacy regulations.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Service Representative, you will have clear pathways to advance into:

• Team Lead – overseeing a group of representatives, coaching performance, and driving KPI achievement.
• Billing Analyst – deepening expertise in billing codes, denial management, and revenue cycle analytics.
• Process Improvement Specialist – leading initiatives to streamline workflows and enhance customer experience.
• Client Relationship Manager – building strategic partnerships with healthcare providers and insurers.

Our structured training programs, mentorship opportunities, and cross‑functional projects ensure that you continuously acquire new skills and broaden your professional horizon.

Work Environment & Culture

Whether you choose to work from the comfort of your home or our Marshfield, WI office, you will experience a supportive, flexible, and inclusive culture. brighthush values:

• Flexibility: Remote work options, flexible scheduling, and a results‑oriented approach.
• Collaboration: Regular virtual team huddles, knowledge sharing sessions, and open communication channels.
• Recognition: Performance bonuses, employee of the month awards, and public acknowledgment of achievements.
• Well‑Being: Access to wellness resources, mental health support, and a healthy work‑life balance.
• Diversity & Inclusion: A workplace that celebrates diverse perspectives and fosters belonging.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards.
• Performance‑based incentives tied to KPI achievement.
• Health, dental, and vision insurance options.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and sick leave.
• Professional development budget for courses, certifications, and conferences.
• Employee assistance program and mental health resources.
• Technology stipend for home office setup.

How to Apply

Ready to make a difference in the healthcare billing landscape? Join brighthush and become part of a team that values expertise, compassion, and growth. Click the link below to submit your application and take the first step toward an exciting career path.

Apply to brighthush Today

Final Thoughts

At brighthush, your role as a Remote Healthcare Billing & Insurance Customer Service Representative is more than a job—it’s a mission to transform patient experiences and drive financial clarity. If you are a dedicated, empathetic, and results‑driven professional looking to grow within a supportive, forward‑thinking organization, we encourage you to apply. Together, we can create brighter, more transparent healthcare journeys for everyone.