Senior Remote Customer Service Specialist – Genetics & Billing – Champion of Patient Advocacy, Revenue Optimization, and Cross‑Functional Collaboration – Join brighthush

About brighthush

brighthush is not just a laboratory services provider – we are a global catalyst for change in the way healthcare is delivered, researched, and experienced. With a portfolio that spans cutting‑edge genetics testing, advanced data analytics, and intelligent digital tools, we empower clinicians, researchers, and patients to make faster, more accurate decisions. Our mission is simple yet profound: transform health outcomes through science, technology, and a patient‑centric approach. By combining a vast network of state‑of‑the‑art laboratories with proprietary analytics platforms, we deliver actionable insights that accelerate discovery and improve the delivery of care worldwide.

As we expand our footprint and deepen our impact, we are looking for passionate, customer‑focused professionals to join our Genetics Customer Service team. In this role, you will be the frontline advocate for patients, provider offices, and insurance carriers, ensuring that every interaction reflects the high standards of quality and empathy that define brighthush.

Position Overview

We are seeking a Senior Remote Customer Service Specialist – Genetics & Billing to join our dynamic team. This role is integral to maintaining the financial health of our genetics testing portfolio while delivering exceptional service to patients and partners. You will handle inbound and outbound calls, resolve account receivables, explain coverage and payment options, and collaborate with cross‑functional teams to streamline processes.

Work Schedule: Monday‑Friday, 11:00 AM – 8:00 PM EST (remote) Training Hours: 9:00 AM – 6:00 PM EST (structured onboarding program)

Key Responsibilities

• Answer a high volume of inbound calls from patients, physician offices, and private insurance carriers, providing timely, accurate information regarding genetics testing, coverage, and billing.
• Make outbound calls to resolve open Patient Accounts Receivable (AR) and address customer inquiries, ensuring all interactions are documented in our CRM system.
• Initiate and manage payment plans for patients with outstanding balances, guiding them through available options and ensuring compliance with regulatory requirements.
• Utilize multiple resources—billing portals, payer databases, internal knowledge bases—to research and resolve patient inquiries in real time.
• Maintain performance metrics, including call handling time, resolution rate, and customer satisfaction scores, consistently meeting or exceeding established targets.
• Collaborate with billing, finance, and clinical teams to develop and refine protocols, ensuring seamless communication and process improvement.
• Participate in ongoing training and professional development to stay current on genetics testing trends, payer policies, and regulatory changes.
• Adhere to confidentiality, privacy, and regulatory compliance standards (HIPAA, GDPR, etc.) in all interactions.
• Contribute to continuous improvement initiatives by sharing insights, identifying bottlenecks, and proposing solutions.

Essential Qualifications

• High School diploma or GED equivalent.
• Minimum of 3 years of healthcare‑related call center experience, preferably in genetics or specialty testing.
• Strong verbal and written communication skills, with the ability to explain complex coverage, costs, and financial responsibilities clearly and empathetically.
• Demonstrated attention to detail, organizational skills, and the ability to manage multiple tasks simultaneously.
• Proficiency navigating multiple computer screens and applications, with alpha‑numeric data entry accuracy.
• Experience with billing or account information explanation, including Medicare/Medicaid and private payer processes.
• Team‑oriented mindset with the capacity to work independently and contribute to a collaborative environment.
• Commitment to confidentiality, privacy, and regulatory compliance.

Preferred Qualifications

• Associate’s degree or higher in a related field.
• Experience with brighthush billing platforms.
• Fluency in both English and Spanish (bilingual proficiency).
• 3 + months of experience establishing protocols and procedures in a cross‑functional setting.
• 3 + years of experience in reimbursement, Medicare/Medicaid billing, or specialty testing customer service.
• Knowledge of women’s health, genetics, and oncology testing coverage.

Skills & Competencies

• Customer‑focused problem solving and resolution skills.
• Energetic, passionate approach to customer service.
• Strong analytical and critical‑thinking abilities.
• Adaptability to fast‑paced environments and changing priorities.
• Excellent time‑management and prioritization skills.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and CRM systems.
• Ability to thrive in a remote work setting, maintaining self‑discipline and accountability.

Career Growth & Learning

At brighthush, we believe that your professional growth is as important as the impact you make. As a Senior Customer Service Support Specialist, you will have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Cross‑functional projects that expose you to billing, finance, clinical, and technology teams.
• Continuous learning opportunities, including webinars, certifications, and industry conferences.
• Clear career pathways to roles such as Billing Analyst, Customer Experience Manager, or Operations Lead.
• Regular performance reviews and goal‑setting sessions to align your career aspirations with organizational objectives.

Work Environment & Culture

brighthush fosters a culture of innovation, collaboration, and inclusion. Our remote teams enjoy:

• Flexible work hours within the defined shift to accommodate personal commitments.
• Access to state‑of‑the‑art collaboration tools (Zoom, Teams, Slack) and a robust virtual onboarding experience.
• A supportive community of peers, mentors, and leaders who champion diversity and belonging.
• Regular virtual town halls, team‑building events, and wellness initiatives.
• Recognition programs that celebrate achievements and milestones.

Compensation & Benefits

Hourly Pay Range: $19.00 – $22.00 per hour, commensurate with experience and qualifications.

All employees scheduled for 20 + hours per week are eligible for a comprehensive benefits package, including:

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

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

How to Apply

Ready to make a difference in the lives of patients and partners worldwide? Submit your application by October 14, 2026 through our online portal. We encourage you to highlight your experience in genetics, billing, and customer service, as well as any bilingual proficiency.

Apply Now

Join Our Team

At brighthush, we are proud to be an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you need accommodations during the application process, please visit our or contact our HR team.

We look forward to welcoming you to a community where your expertise, curiosity, and dedication will help shape the future of healthcare.