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About brighthush and the Opportunity
brighthush is a forward‑thinking healthcare organization dedicated to transforming the way patients experience physical therapy. By combining cutting‑edge technology, a patient‑first philosophy, and a collaborative culture, we empower clinicians and patients alike to achieve better outcomes, faster and with less friction. Our mission is simple: make high‑quality, accessible physical therapy a reality for everyone, everywhere.
We’re looking for a passionate, detail‑oriented Customer Experience Representative to join our remote team in New York City. In this role, you’ll be the first line of contact for patients navigating insurance verification and authorization processes. Your expertise will ensure that every patient’s journey—from initial call to active treatment—is seamless, accurate, and compassionate.
Key Responsibilities
- Patient First Contact: Greet and triage incoming patient inquiries via phone, email, and chat, delivering a warm, professional experience that reflects brighthush’s values.
- Insurance Verification: Accurately verify physical therapy benefits, including visit limits, co‑pays, deductibles, and plan‑specific coverage rules for both commercial and Medicare payers.
- Authorization Management: Initiate, track, and renew insurance authorizations, ensuring all approvals are current and compliant with payer policies.
- Issue Resolution: Resolve patient questions and complaints efficiently, aiming for first‑contact resolution and maintaining high satisfaction scores.
- Documentation & Ticketing: Record all patient interactions, tickets, and resolutions in our internal systems with meticulous detail and clarity.
- Cross‑Functional Collaboration: Work closely with scheduling, revenue cycle management (RCM), billing, and clinical teams to prevent care disruptions and streamline workflows.
- Process Improvement: Identify recurring patterns in patient feedback or authorization challenges, and collaborate with leadership to implement systemic improvements.
- Performance Metrics: Meet or exceed individual KPIs such as response time, resolution time, and first‑contact resolution rate.
Essential Qualifications
- Minimum of 3 years experience in a physical therapy or outpatient rehabilitation setting.
- Direct, hands‑on experience verifying physical therapy‑specific insurance benefits (visit limits, PT/OT/ST caps, co‑insurance, deductibles).
- Proven track record managing insurance authorizations, including tracking, renewal, and compliance.
- Strong customer service foundation with the ability to communicate clearly, empathetically, and professionally.
- Exceptional attention to detail and the capacity to juggle multiple patient cases simultaneously.
- Excellent written communication skills for accurate documentation and ticket notes.
- Comfortable using customer support and ticketing software (e.g., Zendesk, Freshdesk).
Preferred Experience & Skills
- Experience with Zendesk or a comparable ticketing platform.
- Familiarity with Medicare and commercial payer requirements related to PT documentation and clinical holds.
- Cross‑functional collaboration experience with scheduling, billing/RCM, or clinical teams.
- Bilingual proficiency (English and another language) is highly encouraged.
- Knowledge of HIPAA regulations and data privacy best practices.
What Success Looks Like at brighthush
- Insurance verifications are accurate and timely, preventing downstream billing and scheduling issues.
- Authorizations are tracked and renewed proactively, ensuring uninterrupted patient care.
- High patient satisfaction scores and a strong first‑contact resolution rate.
- Documentation is clean, complete, and accessible across all tickets and communication logs.
- Positive, proactive collaboration with cross‑functional teams, driving continuous improvement.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and fostering career development. As a Customer Experience Representative, you’ll have the chance to:
- Advance into senior support roles or team lead positions.
- Transition into revenue cycle management, clinical operations, or quality improvement tracks.
- Participate in ongoing training programs covering insurance policy updates, customer service excellence, and data analytics.
- Attend industry conferences and webinars to stay ahead of evolving healthcare trends.
Work Environment & Company Culture
Our remote-first culture is built on trust, flexibility, and collaboration. You’ll work alongside a diverse, multidisciplinary team that values:
- Transparency and open communication.
- Continuous learning and innovation.
- Work‑life balance, with flexible scheduling and generous paid time off.
- Recognition of individual achievements and contributions.
Compensation & Benefits
We offer a competitive salary range of $43,680 – $47,840 per year, commensurate with experience. In addition to base pay, you’ll receive:
- Health, dental, and vision insurance plans.
- 401(k) retirement plan with company match.
- Paid time off (vacation, sick leave, personal days).
- Professional development stipend.
- Employee wellness programs and mental health resources.
- Remote work stipend to support home office setup.
How to Apply
If you’re ready to make a tangible impact on patient experience while growing your career in a supportive, innovative environment, we’d love to hear from you. Submit your application through our careers portal, and let’s explore how you can contribute to brighthush’s mission of delivering accessible, patient‑centered physical therapy.
Join us in redefining the future of physical therapy—one patient at a time.
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