Senior Remote Genetics Customer Service & Billing Specialist – Patient Accounts & Revenue Optimization Lead – Championing Innovation in Diagnostics and Patient Care at brighthush

Welcome to brighthush – Where Diagnostics Meet Innovation

At brighthush, we are more than a diagnostics company; we are a catalyst for change in the healthcare ecosystem. Our cutting‑edge laboratories, advanced genomic analytics, and AI‑driven insights empower clinicians, researchers, and patients to make informed decisions that transform lives. With a global footprint that spans state‑of‑the‑art facilities, cloud‑based data platforms, and a relentless commitment to scientific excellence, brighthush is redefining how diagnostics are delivered. Our mission is simple yet profound: improve health and improve lives. By marrying technology with empathy, we help shape the future of healthcare and deliver greater value to patients, providers, and payers alike.

Why This Role Is a Game‑Changer

Genetic testing sits at the heart of personalized medicine, yet the journey from sample collection to actionable results is often riddled with billing complexities and patient confusion. As a Senior Remote Genetics Customer Service & Billing Specialist, you will be the bridge that connects patients, providers, and payers, ensuring that financial barriers do not impede access to life‑changing diagnostics. Your work will directly influence the financial health of brighthush while safeguarding the patient experience. This role blends empathy, analytical rigor, and technical proficiency, making it ideal for professionals who thrive in a dynamic, customer‑centric environment.

Key Impact Areas

• Patient Advocacy: Resolve billing inquiries, explain payment options, and guide patients toward affordable solutions.
• Revenue Optimization: Manage patient accounts receivable, initiate payment plans, and collaborate with billing teams to close revenue gaps.
• Process Improvement: Identify recurring billing challenges and work cross‑functionally to streamline workflows and enhance customer experience.
• Data Integrity: Maintain accurate records across multiple systems, ensuring compliance with regulatory standards and payer policies.

Key Responsibilities

• Inbound Call Management: Handle a high volume of calls from patients, physicians’ offices, and private insurance carriers, delivering clear, compassionate, and accurate information.
• Outbound Outreach: Proactively contact patients with open accounts to resolve outstanding balances and answer billing questions.
• Payment Plan Initiation: Design and implement payment plans that comply with payer policies and company guidelines, ensuring patients can manage their financial responsibilities.
• Multi‑System Navigation: Utilize brighthush’s suite of applications—including billing portals, electronic health records, and payer databases—to research and resolve inquiries in real time.
• Performance Management: Meet or exceed established metrics such as average 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.
• Documentation & Reporting: Accurately log all interactions, update account statuses, and generate reports for management review.

Essential Qualifications

• High School diploma or GED equivalent.
• Minimum of 3 years of healthcare‑related call center experience.
• Strong verbal and written communication skills, with the ability to explain complex billing concepts in plain language.
• Proficiency in navigating multiple computer screens and applications simultaneously.
• Exceptional data entry accuracy and meticulous attention to detail.
• Demonstrated ability to handle sensitive information with confidentiality, privacy, and regulatory compliance.
• Energetic, passionate customer service orientation with a problem‑solving mindset.
• Adaptability to evolving processes, technology updates, and changing regulatory landscapes.

Preferred Qualifications

• Associate’s degree or higher in a related field.
• Experience with a billing platform (minimum 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.
• Knowledge of payer policies, CMS regulations, and insurance claim processes.

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.
• Problem‑Solving: Identify issues, develop solutions, and implement best practices to improve service delivery.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Remote Genetics Customer Service & Billing Specialist, 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, Billing Analyst, or Customer Experience Manager.
• Opportunities to participate in innovation projects, process improvement initiatives, and technology pilots.
• Access to professional development resources, including webinars, conferences, and tuition reimbursement for relevant courses.

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.
• Transparent communication from leadership, with frequent updates on company strategy and performance.

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.
• Wellness stipend and access to mental health 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.

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.