Experienced Brighthush Genetics Customer Service Support Representative II – Remote, Patient Billing & Account Management Specialist

About Brighthush

Brighthush is a global trailblazer in laboratory diagnostics and drug development solutions, empowering healthcare providers, researchers, and patients to make informed decisions that advance care. With an expansive network of state‑of‑the‑art laboratories, cutting‑edge data analytics, and a relentless commitment to innovation, Brighthush is at the forefront of transforming how diagnostics are delivered worldwide. Our mission is simple yet profound: improve health and improve lives. By harnessing advanced technologies, intelligent digital solutions, and data‑driven insights, we help shape the future of healthcare and deliver greater value to patients, clinicians, and payers alike.

Role Overview

As a Brighthush Genetics Customer Service Support Representative II – Remote, you will be the frontline liaison for patients, provider offices, and insurance carriers. Your primary focus will be resolving patient accounts receivable, addressing billing inquiries, and guiding patients through payment options—including the initiation of payment plans for outstanding balances. This role demands a blend of empathy, analytical thinking, and technical proficiency, as you will navigate multiple systems in real time to deliver exceptional customer experiences.

Why Brighthush?

• Work from anywhere: 100% remote, flexible schedule that fits your lifestyle.
• Impact: Every call you handle directly improves patient access to critical diagnostics.
• Growth: Structured training, mentorship, and clear career pathways within a global organization.
• Culture: Inclusive, collaborative, and driven by a shared purpose to advance health worldwide.

Key Responsibilities

• Inbound Call Management: Answer a high volume of calls from patients, doctors’ offices, and private insurance carriers, providing clear, compassionate, and accurate information.
• Outbound Outreach: Initiate proactive calls to resolve open Patient Accounts Receivable (AR) and address any outstanding billing questions.
• Payment Plan Initiation: Design and implement payment plans for patients with outstanding balances, ensuring compliance with payer policies and company guidelines.
• Multi‑System Navigation: Utilize Brighthush’s suite of applications—billing portals, electronic health records, and payer databases—to research and resolve inquiries in real time.
• Performance Management: Meet or exceed established performance metrics, including call handling time, resolution rate, and customer satisfaction scores.
• Continuous Learning: Complete a structured training program and maintain proficiency in evolving processes, policies, and technologies.
• Collaboration: Work cross‑functionally with billing, compliance, and technical teams to streamline workflows and improve service quality.

Essential Qualifications

• High School diploma or GED equivalent.
• Minimum of 3 years of healthcare‑related call center experience.
• Strong verbal and written communication skills.
• Proficiency in navigating multiple computer screens and applications.
• Alpha‑numeric data entry accuracy and attention to detail.
• Ability to explain complex billing and account information clearly and professionally.
• Energetic, passionate customer service orientation with a problem‑solving mindset.
• Adherence to confidentiality, privacy, and regulatory compliance requirements.

Preferred Qualifications

• Associate’s degree or higher.
• Experience with XIFIN or similar billing platforms (3+ months).
• Bilingual proficiency in English and Spanish.
• 3+ years in specialty testing or genetics customer service.
• 3+ years in Medicare/Medicaid reimbursement or billing.
• Experience establishing protocols and procedures in a call center environment.

Skills & Competencies

• Customer‑Centric Communication: Ability to convey complex information with empathy and clarity to patients, providers, and payers.
• Analytical Thinking: Quickly assess account status, identify root causes, and recommend appropriate solutions.
• Time Management: Efficiently handle high call volumes while maintaining quality and accuracy.
• Team Collaboration: Thrive in a team‑oriented environment while also being self‑motivated and independent.
• Adaptability: Adjust to evolving processes, technology updates, and changing regulatory landscapes.
• Technology Proficiency: Comfortable with multi‑screen setups, CRM systems, and data entry tools.

Career Growth & Learning Opportunities

At Brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Support Representative II, you will have access to:

• Structured onboarding and ongoing training modules covering billing, genetics, and regulatory compliance.
• Mentorship programs pairing you with senior representatives and cross‑functional leaders.
• Internal certification tracks in genetics billing, payer relations, and customer experience excellence.
• Career ladder options leading to roles such as Senior Representative, Team Lead, or Billing Analyst.
• Opportunities to participate in innovation projects, process improvement initiatives, and technology pilots.

Work Environment & Company Culture

Brighthush fosters a culture of inclusion, respect, and continuous improvement. Our remote workforce enjoys:

• Flexible scheduling that respects work‑life balance.
• Regular virtual team meetings, knowledge‑sharing sessions, and social events.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard.
• Access to wellness resources, mental health support, and employee assistance programs.
• A collaborative environment where ideas are valued and innovation is celebrated.

Compensation & Benefits

Competitive hourly rate: $19.00 – $22.00 per hour, commensurate with experience and qualifications.

Benefits for employees scheduled 20+ hours per week include:

• Medical, Dental, and Vision coverage.
• Life Insurance, Short‑Term and Long‑Term Disability.
• 401(k) retirement plan with company match.
• Paid Time Off (PTO) and Flexible Time Off (FTO).
• Tuition Reimbursement for approved courses and certifications.
• Employee Stock Purchase Plan.

Part‑time and PRN employees (less than 20 hours) are eligible for the 401(k) plan only. Employees on a 7‑on/7‑off schedule receive all benefits except PTO/FTO.

How to Apply

Ready to join a team that is redefining diagnostics and patient care? Submit your application through our careers portal or click the link below to start your journey with Brighthush.

Apply to Brighthush Today

Closing Statement

At Brighthush, every call you make is a step toward better health outcomes for patients worldwide. If you are passionate about customer service, eager to learn, and committed to excellence, we invite you to bring your expertise to our Genetics Customer Service team. Join us in shaping the future of healthcare—one conversation at a time.