Remote Customer Service Support Representative – Genetics & Patient Billing – brighthush

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• About brighthush

brighthush is a global trailblazer in diagnostic testing and precision medicine, dedicated to unlocking the full potential of genetics to transform patient care. With a network that spans laboratories, research institutions, and healthcare providers worldwide, we harness cutting‑edge science, data analytics, and digital innovation to deliver insights that empower clinicians, researchers, and patients alike. Our mission is simple yet profound: to accelerate life‑changing breakthroughs and improve health outcomes for people everywhere. As part of brighthush, you’ll join a community of passionate professionals who thrive on curiosity, collaboration, and a relentless drive to make a difference.

Why This Role Matters

As a Remote Customer Service Support Representative in our Genetics division, you will be the frontline voice that connects patients, providers, and payers to the solutions that matter most. Your work will directly influence how families navigate complex billing, insurance coverage, and payment options for advanced genetic testing. In a field where clarity and empathy can change the trajectory of a patient’s care, your role is pivotal in ensuring that financial barriers do not impede access to life‑saving diagnostics.

Key Responsibilities

• Handle a high volume of inbound calls from patients, physician offices, and insurance carriers, providing timely, accurate, and compassionate assistance.
• Conduct outbound outreach to resolve open patient accounts receivable (AR) and address billing inquiries, ensuring all interactions are documented in our CRM.
• Initiate and manage payment plans for patients with outstanding balances, tailoring solutions that align with individual financial circumstances.
• Navigate multiple systems and resources simultaneously to research and resolve inquiries in real time, demonstrating strong multitasking skills.
• Maintain and exceed performance metrics, including call quality, average handle time, and customer satisfaction scores.
• Apply structured training and continuous learning to master complex billing processes, insurance claim workflows, and regulatory requirements.
• Collaborate cross‑functionally with billing, medical records, and compliance teams to resolve escalated issues and improve service delivery.
• Adhere to confidentiality, privacy, and regulatory compliance standards (HIPAA, GDPR, etc.) in all customer interactions.

Essential Qualifications

• High School Diploma or GED equivalent.
• Minimum of 1 year of customer service experience, preferably in a call center environment.
• Strong verbal and written communication skills, with the ability to explain complex billing concepts clearly and empathetically.
• Proficiency in navigating multiple computer screens and applications, with alpha‑numeric data entry accuracy.
• Demonstrated ability to work independently while maintaining a team‑oriented mindset.
• Excellent organizational skills and attention to detail in a fast‑paced environment.

Preferred Qualifications

• 1+ year of experience in healthcare‑related customer service, medical billing, or insurance claims processing.
• Experience with patient billing, including the initiation of payment plans and resolution of AR.
• Background in women’s health, genetics, or oncology specialty testing billing.
• Experience with molecular testing reimbursement and Medicare/Medicaid claim workflows.
• Bilingual proficiency in English and Spanish (or another language) is highly valued.
• Knowledge of explanation of benefits (EOB) and insurance claim adjudication processes.

Core Competencies & Skills

Customer‑Centric Mindset

Passionate about delivering exceptional service and resolving issues with empathy.

Problem‑Solving

Ability to analyze complex billing scenarios and devise practical solutions.

Technical Proficiency

Comfortable with CRM systems, billing software, and Microsoft Office Suite.

Adaptability

Thrives in a dynamic environment with evolving processes and technologies.

Collaboration

Works effectively with cross‑functional teams to achieve shared goals.

Compliance Awareness

Understands and upholds privacy and regulatory standards.

Career Growth & Learning Opportunities

At brighthush, we believe that every team member has the potential to grow. As a Remote Customer Service Support Representative, you will have access to:

• Structured onboarding and ongoing training programs covering genetics billing, insurance rei