Senior Remote Healthcare Customer Service Representative – Billing & Insurance Specialist – Patient Payment & Support – Expert in Medical Billing, Claims, and Patient Advocacy at brighthush

About brighthush

brighthush is a forward‑thinking healthcare solutions provider that has been empowering patients, providers, and payers for over three decades. Our mission is to streamline the complex world of medical billing and insurance, ensuring that every patient receives clear, compassionate, and accurate support. With a culture rooted in continuous learning, innovation, and integrity, we empower our team members to grow both personally and professionally while making a tangible difference in the lives of those we serve.

Why Join brighthush?

At brighthush, we believe that exceptional customer service is the cornerstone of a thriving healthcare ecosystem. As a Senior Remote Healthcare Customer Service Representative, you will be the frontline advocate for patients navigating billing challenges, insurance questions, and payment solutions. You’ll work in a flexible environment—whether from home or our Marshfield, WI office—while enjoying the autonomy, support, and growth opportunities that define our culture.

Position Overview

We are seeking a highly motivated, empathetic, and detail‑oriented professional to deliver outstanding patient experiences. Your primary focus will be resolving billing and insurance inquiries, offering payment options, and ensuring compliance with all regulatory and company standards. You will operate independently, meeting or exceeding key performance indicators (KPIs) such as call volume, successful payment resolution, and call quality.

Key Responsibilities

• Handle inbound and outbound calls from patients, law offices, insurance companies, and external facilities, addressing complex billing and insurance issues.
• Resolve aging account balances through proactive outreach, negotiation, and payment plan facilitation.
• Answer intricate questions regarding deductibles, co‑insurance, co‑pays, denials, charge disputes, claim resubmissions, eligibility, and coding disputes.
• Review financial data and recommend payment options or assistance programs in line with client guidelines.
• Manage objections and concerns with professionalism, turning challenges into opportunities for resolution.
• Guide patients through payment resources, making referrals to appropriate client services when necessary.
• Utilize scripts and verbatims skillfully to maximize recovery while maintaining compliance with company and client policies.
• Maintain accurate account documentation, including notes, codes, and transaction details, with minimal errors.
• Navigate internal and client systems (e.g., Artiva, Cerner Soarian, EPIC) efficiently to retrieve and update patient information.
• Adhere to brighthush Core Values and Strategic Anchors, embodying integrity, teamwork, and customer focus.
• Participate in ongoing training, process improvement initiatives, and cross‑functional projects as assigned.

Essential Qualifications

• High School Diploma or GED (equivalent). College coursework in healthcare, business, or communications is a plus.
• Minimum of 1–2 years of call center experience, preferably in healthcare customer service.
• 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 (minimum 45 WPM) and navigation skills.
• Ability to compute basic math calculations (addition, subtraction, multiplication, division, percentages) quickly and accurately.
• Self‑motivated, reliable, and capable of managing time effectively in a remote or office setting.
• Understanding of sensitive personal information (SPI) and protected health information (PHI) confidentiality requirements.
• Professional judgment and client business acumen, with a commitment to ethical conduct.

Preferred Qualifications

• Experience with medical billing and coding (e.g., ICD‑10, CPT, HCPCS).
• Familiarity with Artiva, Cerner Soarian, or EPIC systems.
• Prior experience in a medical office setting or general knowledge of health insurance.
• Previous supervisory or team‑lead experience.
• Knowledge of HIPAA regulations and data privacy best practices.
• Experience handling collections or debt recovery in a healthcare context.

Skills & Competencies

• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help patients navigate financial challenges.
• Problem‑Solving: Ability to analyze complex billing scenarios and devise effective solutions.
• Communication: Clear, concise, and persuasive verbal and written communication.
• Technical Proficiency: Comfortable with CRM platforms, billing software, and Microsoft Office Suite.
• Adaptability: Thrives in a fast‑changing environment, quickly learning new processes and tools.
• Time Management: Meets daily call volume targets while maintaining high call quality.
• Team Collaboration: Works effectively with cross‑functional teams, including billing, collections, and compliance.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone to greater responsibility. As a Customer Service Representative, you will have the opportunity to:

• Advance to a Team Lead or Supervisor position, overseeing call center operations and mentoring new hires.
• Transition into specialized functional roles such as Billing Analyst, Collections Specialist, or Compliance Coordinator.
• Participate in leadership development programs, workshops, and certifications (e.g., Certified Medical Billing Professional).
• Engage in cross‑departmental projects that influence product development, customer experience, and process optimization.
• Earn performance‑based bonuses and recognition awards for outstanding service and revenue recovery.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a shared commitment to patient advocacy. Whether you work from home or our Marshfield office, you’ll experience:

• Flexible scheduling options to accommodate personal commitments.
• Regular virtual team huddles, video conferences, and real‑time screen‑sharing support.
• A supportive manager who provides coaching, feedback, and career guidance.
• A diverse and inclusive workplace that values every voice and perspective.
• Access to a robust learning management system with courses on healthcare regulations, customer service excellence, and technical tools.

Compensation, Perks, and Benefits

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

• Base salary commensurate with industry standards for remote healthcare customer service roles.
• Performance‑based incentives tied to KPIs such as call volume, payment resolution, and customer satisfaction.
• Health, dental, and vision insurance plans for employees and eligible dependents.
• 401(k) retirement plan with company match.
• Paid time off (PTO), holidays, and sick leave.
• Professional development stipend and tuition reimbursement for relevant certifications.
• Employee wellness programs, including mental health resources and fitness stipends.
• Technology stipend for home‑office setup, including high‑speed internet and ergonomic equipment.

How to Apply

Ready to make a difference in the lives of patients while advancing your career? Submit your application through our career portal or click the link below to start the process:

Apply to brighthush Today

Conclusion

As a Senior Remote Healthcare Customer Service Representative at brighthush, you will be at the heart of our mission to simplify healthcare billing and empower patients. Your expertise will help bridge gaps between patients and providers, ensuring financial clarity and peace of mind. If you are passionate about customer service, thrive in a dynamic environment, and are eager to grow within a supportive organization, we encourage you to apply today. Join brighthush and transform the way patients experience healthcare support.