Senior Remote Customer Service Specialist – Genetics & Billing – Level II – Expert in Patient Account Management & Billing Solutions at brighthush

Welcome to brighthush: Pioneering the Future of Precision Health

At brighthush, we are redefining how patients, clinicians, and payers experience health and wellness. As a global leader in laboratory services, we harness cutting‑edge science, data analytics, and digital innovation to deliver faster, more accurate diagnostics and personalized care solutions. Our mission is simple yet powerful: empower clinicians, researchers, and patients with the insights they need to make confident decisions and improve outcomes worldwide.

When you join brighthush, you become part of a dynamic team that is at the forefront of medical discovery and patient support. We are constantly exploring new technologies, collaborating across disciplines, and building a culture that values curiosity, resilience, and a relentless focus on impact. Whether you are a seasoned professional or just starting your career, brighthush offers a platform where your work matters, your growth is accelerated, and your contributions help shape the future of healthcare.

Position Overview

The Senior Remote Customer Service Specialist – Level II is a pivotal role within brighthush’s Genetics team. You will serve as the primary point of contact for patients, provider offices, and insurance carriers, handling inbound and outbound calls related to patient accounts, billing inquiries, and payment arrangements. Your responsibilities will include resolving open patient accounts receivable, clarifying coverage and cost information, and initiating payment plans for outstanding balances. This role demands a blend of empathy, analytical thinking, and technical proficiency to navigate multiple systems and deliver exceptional customer experiences in a fast‑paced environment.

Key Responsibilities

• Answer a high volume of inbound calls from patients, doctors’ offices, and private insurance carriers, providing clear, accurate, and compassionate assistance.
• Make outbound calls to resolve open Patient Accounts Receivable (AR) and address customer inquiries regarding billing, coverage, and payment options.
• Initiate and manage payment plans for patients with outstanding balances, ensuring compliance with regulatory and company policies.
• Utilize multiple resources and systems in real time to research and resolve patient inquiries while on the phone.
• Maintain and exceed performance goals related to call volume, resolution time, customer satisfaction, and quality metrics.
• Complete a structured training program and continuously apply learned processes to achieve proficiency in all role responsibilities.
• Collaborate with cross‑functional teams (Billing, Collections, Clinical Services, IT) to streamline workflows and improve customer experience.
• Document all interactions accurately in the customer relationship management (CRM) system and maintain up‑to‑date knowledge of product offerings and policy changes.

Essential Qualifications

• High School diploma or GED equivalent.
• Minimum of 3 years of healthcare‑related call center experience, preferably in a genetics or specialty testing environment.
• Strong verbal and written communication skills, with the ability to explain complex billing and coverage information clearly and empathetically.
• Proficiency in navigating multiple computer screens and applications simultaneously.
• Excellent organizational skills and meticulous attention to detail.
• Ability to work independently while maintaining a team‑oriented mindset.
• Adherence to confidentiality, privacy, and regulatory compliance requirements.

Preferred Qualifications

• Associate’s degree or higher in a related field.
• Experience with brighthush billing platform or similar systems (minimum 3 months).
• Bilingual proficiency in English and Spanish.
• 3 + years of experience in specialty testing or genetics customer service.
• 3 + years of experience in reimbursement, Medicare/Medicaid billing, or related financial processes.
• Demonstrated ability to establish protocols and procedures, and to collaborate across functions.

Skills & Competencies

• Customer‑focused problem solving and resolution skills.
• Energetic, passionate approach to customer service.
• Alpha‑numeric data entry proficiency.
• Strong analytical and critical thinking abilities.
• Adaptability to changing priorities and fast‑paced environments.
• Commitment to continuous learning and process improvement.

Schedule & Training

Work Schedule: Monday‑Friday, 11 pm EST to 8 pm EST (remote). Training Hours: 9 am EST – 6 pm EST (structured onboarding program). This schedule is designed to accommodate a global customer base and ensure seamless support across time zones.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is supported by a robust learning ecosystem. You will have access to:

• On‑the‑job training modules covering genetics testing, billing, and regulatory compliance.
• Mentorship programs with senior leaders in Customer Experience and Clinical Services.
• Cross‑functional project teams that allow you to broaden your skill set beyond customer service.
• Annual performance reviews that identify growth pathways and potential leadership roles.
• Access to industry conferences, webinars, and continuing education credits.

Work Environment & Company Culture

brighthush fosters an inclusive, collaborative, and innovative workplace. Our remote teams thrive on:

• Transparent communication channels and regular virtual town halls.
• Recognition programs that celebrate individual and team achievements.
• Flexibility that respects work‑life balance while meeting customer needs.
• A culture of continuous improvement, where every employee is encouraged to propose ideas that enhance service quality.
• Commitment to diversity, equity, and inclusion, ensuring every voice is heard and valued.

Compensation & Benefits

Pay Range: $19.00 – $22.00 per hour (based on experience and qualifications).

Benefits for employees scheduled 20 + hours per week include:

• Medical, Dental, Vision, and Life Insurance.
• Short‑Term and Long‑Term Disability coverage.
• 401(k) retirement plan with company match.
• Paid Time Off (PTO) and Flexible Time Off (FTO).
• Tuition Reimbursement and Employee Stock Purchase Plan.
• Access to wellness programs and employee assistance resources.

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.

Equal Opportunity & Accessibility

brighthush is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, gender identity, sexual orientation, age, disability, or any other protected characteristic.

If you require accommodations during the application process, please visit our accessibility page or contact our HR team. We are dedicated to ensuring a fair and supportive experience for every candidate.

How to Apply

Ready to make a difference in the lives of patients and healthcare providers worldwide? Submit your application today and join the brighthush team where your expertise will drive innovation and patient success.

Application Window Closes: 10/14/2026

We encourage all qualified individuals to apply. If you are an individual with a disability who needs assistance using our online tools, please visit our accessibility site or contact us for accommodations.

Thank you for considering a career with brighthush