Senior Remote Patient Customer Service Representative – Revenue Cycle Management (RCM) Specialist (10am‑7pm EST) – Join brighthush’s Global Healthcare Team for High‑Impact, Flexible Remote Work

About brighthush and the Future of Healthcare

brighthush is a trailblazer in laboratory diagnostics and data‑driven healthcare solutions. With a global network of state‑of‑the‑art labs, cutting‑edge analytics, and a relentless commitment to scientific excellence, we empower clinicians, researchers, pharmaceutical partners, and patients to make informed decisions that improve outcomes and save lives. Our mission is simple yet profound: accelerate life‑changing breakthroughs and ensure every patient receives the highest quality care, wherever they are.

As we expand our global footprint, we are investing heavily in intelligent digital solutions and data‑driven innovation. These initiatives streamline operations, elevate the experience of patients and providers, and reinforce our position as a trusted partner in the healthcare ecosystem. If you are passionate about customer service, thrive in a fast‑paced environment, and want to be part of a team that is reshaping the future of healthcare, brighthush invites you to join us.

Position Overview

We are seeking a dedicated Remote Patient Customer Service Representative to support our Revenue Cycle Management (RCM) division. In this role, you will be the first point of contact for patients, physicians’ offices, and insurance carriers, ensuring that billing inquiries are resolved efficiently and with the highest level of professionalism. Your work will directly impact patient satisfaction, revenue integrity, and the overall success of our clinical partners.

What Makes This Role Stand Out?

At brighthush, we believe that every interaction matters. As a Remote Patient Customer Service Representative, you will:

• Serve as the frontline advocate for patients navigating complex billing landscapes.
• Bridge the gap between clinical excellence and financial stewardship.
• Contribute to a culture that values empathy, accuracy, and continuous improvement.

Key Responsibilities

• Handle 80+ inbound calls daily from patients, healthcare providers, and insurance carriers, providing timely and accurate information.
• Initiate and manage payment plans for patients with outstanding balances, ensuring compliance with regulatory and company policies.
• Utilize multiple internal resources and systems to resolve complex billing inquiries while maintaining a positive customer experience.
• Consistently meet or exceed performance metrics, including call handling time, first‑contact resolution, and customer satisfaction scores.
• Participate in a structured training program to master brighthush’s processes, tools, and compliance requirements.
• Collaborate with cross‑functional teams—billing, collections, and clinical operations—to address and resolve escalated issues.
• Maintain accurate and up‑to‑date documentation in the customer relationship management (CRM) system.
• Adhere to all company policies, procedures, and regulatory guidelines related to patient privacy and data security.
• Contribute to continuous improvement initiatives by providing feedback on process gaps and suggesting actionable solutions.

Key Performance Indicators (KPIs)

Success in this role is measured by a blend of quantitative and qualitative metrics:

• Average Handle Time (AHT): Maintain an AHT that aligns with or improves upon the team average.
• First‑Contact Resolution (FCR): Aim for an FCR rate of 85% or higher.
• Customer Satisfaction (CSAT): Target a CSAT score of 90% or above.
• Compliance Score: Adhere to all regulatory and internal compliance standards with zero violations.
• Payment Plan Success Rate: Achieve a successful payment plan setup rate of 95% for qualifying patients.

Essential Qualifications

• High School Diploma or GED equivalent.
• Minimum of 1 year of customer service experience, preferably in a high‑volume call center environment.
• Strong verbal and written communication skills, with the ability to explain complex billing concepts in a clear, empathetic manner.
• Proficiency in navigating multiple computer screens and applications simultaneously.
• Excellent organizational and time‑management skills, with a keen eye for detail.
• Ability to work independently while collaborating effectively within a team.
• High level of energy, enthusiasm, and a genuine passion for delivering outstanding customer service.

Preferred Qualifications

• Experience in medical billing, insurance claims, or explanation of benefits (EOB) processing.
• Background in patient billing or collections, with a proven track record of resolving payment issues.
• Familiarity with healthcare regulations such as HIPAA, HITECH, and payer policies.
• Experience using CRM platforms and billing software commonly used in the healthcare industry.
• Knowledge of revenue cycle management principles and best practices.

Core Skills & Competencies

• Customer‑Centric Mindset: Ability to put patients first and deliver solutions that enhance their experience.
• Problem‑Solving: Quick analytical thinking to troubleshoot and resolve billing discrepancies.
• Adaptability: Thrive in a fast‑paced environment with evolving processes and technologies.
• Attention to Detail: Accuracy in data entry and documentation to maintain compliance and revenue integrity.
• Team Collaboration: Work seamlessly with internal stakeholders to achieve shared goals.
• Technology Proficiency: Comfortable with multiple applications, data entry, and virtual communication tools.

Technology & Tools

As a Remote Patient Customer Service Representative, you will work with a suite of industry‑leading tools designed to streamline workflow and enhance customer experience:

• CRM System: Salesforce or equivalent, for tracking interactions and documenting outcomes.
• Billing Software: Epic, Athenahealth, or similar platforms for managing patient accounts.
• Communication Tools: VoIP phone systems, secure chat, and video conferencing for real‑time collaboration.
• Analytics Dashboard: Real‑time KPI monitoring to ensure performance targets are met.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is as important as your contribution to our mission. As a Remote Patient Customer Service Representative, you will have access to:

• Structured onboarding and ongoing training programs covering medical billing, revenue cycle management, and customer service excellence.
• Mentorship from experienced leaders in the RCM and clinical operations teams.
• Clear career pathways to roles such as Billing Analyst, Collections Specialist, RCM Coordinator, and beyond.
• Internal mobility across departments, including opportunities in clinical services, data analytics, and technology development.
• Access to tuition reimbursement for courses related to healthcare administration, billing, or data science.
• Participation in cross‑functional projects that expose you to new facets of the business.

Employee Success Stories

Meet Maria S., a former Remote Patient Customer Service Representative who leveraged her experience to become a Billing Analyst in our RCM team. Maria credits the comprehensive training and supportive mentorship at brighthush for her rapid growth.

Or Jamal T., who started as a customer service rep and now leads a cross‑functional task force focused on improving patient payment workflows. His story exemplifies the upward mobility and impact possible at brighthush.

Work Environment & Company Culture

brighthush fosters a culture of innovation, collaboration, and continuous improvement. Our remote work model empowers employees to balance professional responsibilities with personal commitments while staying connected through virtual collaboration tools. We celebrate diversity, encourage open dialogue, and reward creativity. As part of our team, you will:

• Participate in regular virtual team meetings and cross‑functional workshops.
• Engage in community outreach initiatives that support health education and patient advocacy.
• Benefit from a supportive leadership structure that values employee feedback and promotes transparency.
• Enjoy a flexible schedule that respects work‑life balance, with the possibility of shift adjustments based on performance and business needs.
• Access to wellness programs, mental health resources, and employee assistance programs.

Diversity, Equity & Inclusion

brighthush is committed to building a workforce that reflects the communities we serve. We actively promote diversity, equity, and inclusion through inclusive hiring practices, ongoing bias training, and employee resource groups that celebrate cultural, gender, and professional diversity.

Compensation, Perks & Benefits

We offer a competitive pay range of $17.75 to $21.00 per hour, commensurate with experience and performance. In addition to base pay, you will receive:

• Comprehensive benefits for employees working 20+ hours per week, including medical, dental, vision, life insurance, and short‑term/long‑term disability.
• 401(k) retirement plan with company match.
• Paid Time Off (PTO) and Flexible Time Off (FTO) to support personal and family needs.
• Tuition reimbursement program to support your educational goals.
• Employee Stock Purchase Plan (ESPP) to share in brighthush’s success.
• Access to wellness programs, mental health resources, and employee assistance programs.

How to Apply

Ready to make a difference in patient care and revenue integrity? Submit your application through our career portal. We review applications on a rolling basis and will contact qualified candidates for next steps. The application window closes on August 18, 2026.

Join brighthush – Where Innovation Meets Compassion

At brighthush, every call you answer, every payment plan you set up, and every patient interaction you manage contributes to a larger purpose: improving health outcomes worldwide. If you are driven by a desire to help patients navigate their healthcare journey, thrive in a dynamic environment, and grow your career with a global leader, we want to hear from you. Apply today and become part of a team that is dedicated to making a lasting impact on lives.