Contact Center Representative – Customer Service & Sales Specialist for Healthcare Solutions

About brighthush

brighthush is a forward‑thinking healthcare organization dedicated to empowering family caregivers and patients through a blend of compassionate home‑based services, personalized coaching, and cutting‑edge digital collaboration tools. Our mission is to simplify the complex journey of caregiving, ensuring that every individual receives the support, information, and resources they need to thrive. As a rapidly expanding player in the health‑and‑wellness sector, brighthush combines the empathy of a community‑focused nonprofit with the agility and innovation of a tech‑savvy startup. We are proud to serve millions of families across the United States, and we are looking for talented, customer‑obsessed professionals to join our remote team and help us deliver world‑class service and sales experiences.

Why This Role Matters

In today’s fast‑moving healthcare landscape, the first point of contact often determines a caregiver’s confidence in the entire system. As a Contact Center Representative at brighthush, you will be the voice that guides families through eligibility, enrollment, and ongoing support while also identifying opportunities to expand our suite of services. Your ability to listen, empathize, and communicate clearly will directly impact the health outcomes of the people we serve and the growth trajectory of brighthush.

Key Responsibilities

• Deliver Exceptional Service: Answer inbound calls and respond to digital inquiries with professionalism, empathy, and accuracy, ensuring every interaction reflects brighthush’s commitment to quality care.
• Conduct Proactive Outreach: Initiate outbound calls to prospective caregivers and patients, introducing them to brighthush’s programs, answering questions, and scheduling follow‑up appointments.
• Document Eligibility and Enrollment: Accurately capture client information in our CRM, verify eligibility criteria, and guide callers through the enrollment process, maintaining compliance with all regulatory standards.
• Identify Sales Opportunities: Recognize moments where additional brighthush services (e.g., home health aides, tele‑coaching, digital health tools) can add value, and skillfully present these options to callers.
• Maintain CRM Hygiene: Use Salesforce daily to log interactions, update contact records, and generate reports that inform leadership about trends, bottlenecks, and success metrics.
• Collaborate Across Teams: Work closely with care coordinators, sales managers, and product specialists to ensure seamless handoffs and consistent messaging.
• Continuous Learning: Stay up‑to‑date on brighthush’s evolving service portfolio, industry regulations, and best practices in customer service and health‑care sales.

Essential Qualifications

• Minimum 2 years of experience in a customer service or intake role, preferably within a health‑care or related service environment.
• At least 1–2 years of proven phone sales experience, demonstrating the ability to meet or exceed sales targets.
• Strong verbal and written communication skills, with a keen eye for detail and the ability to multitask in a fast‑paced remote setting.
• Demonstrated proficiency with Salesforce or a comparable Customer Relationship Management (CRM) platform.
• High school diploma or equivalent; associate or bachelor’s degree in a related field is a plus.
• Fluency in English; bilingual abilities (e.g., Spanish) are considered an advantage.
• Reliable high‑speed internet connection and a quiet, professional home office environment.

Preferred Qualifications & Additional Assets

• Direct experience in the health‑care industry, such as working with insurance providers, home‑care agencies, or patient advocacy groups.
• Certification or training in customer service excellence, sales methodologies (e.g., SPIN, Challenger), or health‑care compliance (e.g., HIPAA).
• Familiarity with digital health platforms, tele‑health tools, or remote patient monitoring solutions.
• Demonstrated ability to handle high call volumes while maintaining a calm, solution‑focused demeanor.
• Experience working in a fully remote or distributed team, with a track record of self‑motivation and accountability.

Core Skills & Competencies

• Active Listening & Empathy: Ability to understand caller concerns, ask probing questions, and respond with genuine compassion.
• Sales Acumen: Skill in uncovering needs, presenting solutions, and closing sales without being pushy.
• Technical Proficiency: Comfortable navigating Salesforce, web‑based ticketing systems, and basic office software (Microsoft Office, Google Workspace).
• Problem‑Solving: Quick thinker who can troubleshoot eligibility issues, resolve billing questions, and find creative solutions for complex scenarios.
• Time Management: Efficiently prioritize tasks, manage call queues, and meet daily/weekly performance metrics.
• Team Collaboration: Strong written communication for internal notes, handoffs, and cross‑functional collaboration.

Career Growth & Learning Opportunities

At brighthush, we view every team member as a long‑term partner in our mission. As you master the fundamentals of customer service and sales, you will have clear pathways to advance into roles such as:

• Senior Contact Center Specialist: Lead a small team, mentor new hires, and take ownership of higher‑value accounts.
• Care Coordination Analyst: Transition into a more clinical‑focused role, working directly with care teams to design personalized care plans.
• Sales Operations Manager: Oversee sales pipelines, develop performance dashboards, and shape strategic outreach initiatives.
• Product Trainer or Quality Assurance Lead: Leverage your frontline experience to improve training programs and ensure service excellence across the organization.

We invest heavily in professional development—offering tuition reimbursement, access to industry certifications, regular webinars, and a robust internal learning portal. Whether you aspire to deepen your expertise in health‑care policy, become a certified Salesforce Administrator, or sharpen your sales leadership skills, brighthush provides the resources and mentorship to help you achieve your goals.

Work Environment & Culture at brighthush

Our remote‑first philosophy means you can work from anywhere in the United States—whether you’re based in Columbus, Boston, or a quiet suburb. We foster a culture built on:

• Inclusivity & Diversity: A workforce that reflects the communities we serve, with employee resource groups and inclusive hiring practices.
• Collaboration: Regular virtual “coffee chats,” cross‑departmental hackathons, and weekly all‑hands meetings keep everyone connected.
• Well‑Being: Mental‑health days, virtual fitness classes, and a generous employee assistance program support work‑life balance.
• Recognition: Monthly “Caregiver Champion” awards, performance bonuses, and peer‑to‑peer shout‑outs celebrate achievements.
• Innovation: An open‑door policy for ideas—anyone can pitch process improvements or new service concepts directly to senior leadership.

Compensation, Perks & Benefits

• Competitive Salary: USD 35,505 – 41,704 per year, commensurate with experience and performance.
• Performance Incentives: Quarterly bonuses tied to sales targets and customer satisfaction metrics.
• Comprehensive Health Coverage: Medical, dental, vision, and prescription plans with low employee contributions.
• Retirement Savings: 401(k) plan with company match.
• Paid Time Off: Generous PTO accrual, paid holidays, and additional caregiver leave to support personal responsibilities.
• Technology Stipend: Monthly allowance for home‑office equipment, high‑speed internet, and ergonomic accessories.
• Learning & Development: Access to online courses, certification reimbursements, and internal mentorship programs.
• Employee Assistance Program (EAP):** Confidential counseling, legal resources, and financial planning support.