Experienced Resupply Customer Service Agent – Remote, High‑Volume Phone Support for Home Medical Equipment Billing Solutions

About brighthush

brighthush is a trailblazer in the home medical equipment (HME) and durable medical equipment (DME) industry, delivering cutting‑edge billing and collections solutions that empower providers to focus on patient care while accelerating revenue. Our cloud‑based platform integrates Medicare, Medicaid, and private payer workflows, giving our clients unparalleled visibility, control, and flexibility. With a proven track record of faster collections, higher revenue, and reduced staffing headaches, brighthush has become the trusted partner for thousands of HME and home infusion practices across the country.

Why Join brighthush?

At brighthush, we believe that exceptional customer service is the cornerstone of our success. We’re looking for a dedicated Resupply Customer Service Agent who thrives in a fast‑paced, high‑volume environment and can deliver outstanding support to patients and providers alike. As a remote team member, you’ll be an integral part of our virtual office, working side‑by‑side with billing experts, clinical staff, and technology specialists—all while enjoying the flexibility of a home‑based role.

Key Responsibilities

• Handle inbound and outbound calls throughout the shift, ensuring every patient receives timely, courteous, and accurate assistance.
• Utilize our advanced dialing system to manage a high volume of calls while maintaining a professional and empathetic tone.
• Educate patients on the importance of timely supply changes to maintain optimal clinical outcomes, and guide them through the resupply process.
• Generate and confirm sales orders, verifying item accuracy and patient demographics before submission.
• Collaborate with the billing team to resolve any discrepancies, answer insurance‑related questions, and ensure seamless service continuity.
• Document all interactions in our CRM, ensuring data integrity and compliance with industry regulations.
• Participate in ongoing training sessions to stay current on product updates, payer policies, and best practices.
• Meet or exceed daily performance metrics, including call volume, resolution time, and customer satisfaction scores.
• Perform additional duties as assigned, such as data entry, quality assurance reviews, or process improvement initiatives.

Essential Qualifications

• Minimum of 2 years of customer service experience, preferably in a high‑volume call center or healthcare setting.
• Strong oral and written communication skills, with the ability to explain complex information in a clear, concise manner.
• Proficiency in navigating multiple software platforms simultaneously (e.g., brighthush, brighthush, brighthush).
• Self‑motivated, detail‑oriented, and capable of working independently while maintaining a team‑player mindset.
• Excellent multitasking abilities, able to switch between calls, data entry, and system updates without compromising quality.
• Dedicated home office space free of distractions, with a reliable high‑speed internet connection.
• Strong problem‑solving skills and a proactive approach to resolving patient concerns.

Preferred Qualifications

• Experience in the HME/DME or home infusion industry, with a solid understanding of Medicare, Medicaid, and private payer processes.
• Prior exposure to billing or collections workflows, including knowledge of claim submission and payment reconciliation.
• Familiarity with call center metrics and performance dashboards.
• Knowledge of medical terminology related to PAP therapy and respiratory equipment.
• Previous experience working remotely in a virtual team environment.

Skills & Competencies

• Exceptional customer‑centric mindset, with a genuine desire to help patients achieve better health outcomes.
• Strong listening skills, enabling you to identify patient needs and provide tailored solutions.
• High level of technical proficiency, comfortable learning new software quickly.
• Time‑management and organizational skills, ensuring efficient handling of multiple tasks.
• Adaptability to changing priorities and the ability to remain calm under pressure.
• Commitment to continuous improvement and willingness to embrace new tools and processes.

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As a Resupply Customer Service Agent, you’ll have access to a comprehensive learning portal that covers product knowledge, industry regulations, and soft‑skill development. Successful agents are often promoted to senior support roles, team lead positions, or even cross‑functional roles in billing, quality assurance, or product management. We also provide mentorship programs, quarterly performance reviews, and a clear career ladder that rewards dedication and results.

Work Environment & Company Culture

Our remote culture is built on trust, collaboration, and transparency. You’ll be part of a diverse, multidisciplinary team that values open communication and continuous feedback. We host virtual team‑building events, monthly town‑halls, and quarterly hackathons to foster innovation and camaraderie. Our leadership team is accessible and supportive, ensuring that every voice is heard and every challenge is addressed promptly.

Compensation, Perks & Benefits

While the exact compensation package will be discussed during the interview process, brighthush offers competitive base pay, performance‑based bonuses, and a comprehensive benefits package. Typical benefits include:

• Health, dental, and vision insurance (with options for family coverage)
• Flexible paid time off and paid holidays
• 401(k) retirement plan with company match
• Professional development stipend and tuition reimbursement
• Wellness programs, including virtual fitness classes and mental health resources
• Home‑office stipend to support a productive remote workspace

Shift Details

Monday‑Friday, 10:00 AM – 6:30 PM EST. This role requires full phone availability throughout the shift, ensuring consistent support for our patients and partners.

Ready to Make an Impact?

If you’re passionate about delivering top‑notch customer service, thrive in a dynamic environment, and want to be part of a company that’s reshaping the HME billing landscape, we want to hear from you. Join brighthush and help us empower providers to grow their businesses while providing patients with the care they deserve.

Apply today and take the first step toward a rewarding career with brighthush!