Experienced Remote Customer Service Representative – Patient Scheduling & Care Coordination – Rotating Shifts – New York Tri‑State Area

About brighthush

brighthush is a forward‑thinking healthcare partner dedicated to making quality medical care accessible to every New Yorker. By blending cutting‑edge technology with compassionate human touch, we empower patients to connect with trusted clinicians, schedule appointments with ease, and receive the support they need to thrive. Our mission is simple: to transform the way people experience healthcare, one conversation at a time.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, mission‑driven team that values service, passion, empathy, accountability, respect, impact, and teamwork—our core values that guide every interaction. Whether you’re answering a patient’s call, coordinating a therapist’s schedule, or troubleshooting a technical hiccup, your work directly influences the health and well‑being of our community.

Role Overview

As a Remote Customer Service Representative, you will serve as the frontline liaison between patients and our clinical partners. Your primary focus will be to ensure seamless access to care by managing appointment scheduling, handling inbound calls, and responding to online appointment requests. You will work closely with the SPEAR (Service, Passion, Empathy, Accountability, Respect, Impact, Teamwork) team to alleviate front‑desk workload and elevate the patient experience.

Key Responsibilities

• Patient Scheduling & Coordination: Manage all aspects of appointment scheduling for therapists, including data entry, confirmation, rescheduling, and cancellations.
• Multi‑Channel Communication: Answer inbound calls, respond to online appointment requests, and handle contact requests via email or chat.
• Data Accuracy & Compliance: Maintain accurate patient records in our electronic health record (EHR) system while adhering to HIPAA “minimum necessary” standards.
• Team Collaboration: Work with the Front Desk Care Coordinator team to streamline workflows and reduce patient wait times.
• Problem Solving: Resolve scheduling conflicts, address patient concerns, and provide timely updates to both patients and clinicians.
• Continuous Improvement: Participate in regular training sessions, share feedback, and contribute to process enhancements.

Essential Qualifications

• High school diploma or equivalent (college coursework preferred).
• Minimum of 1 year of customer service experience, preferably in a healthcare or call‑center environment.
• Excellent verbal and written communication skills in English.
• Proficiency with multi‑line phone systems and scheduling software.
• Strong organizational skills and attention to detail.
• Ability to work 5 rotating shifts (7 am–4 pm, 8 am–5 pm, 9 am–6 pm, 10 am–7 pm, 11 am–8 pm) – all shifts are required.
• Must reside in the Tri‑State Area (NY, NJ, CT) and be available for a 3‑week in‑person training program in Manhattan.
• Reliable home internet connection of 300 Mbps or higher.
• Quiet, private workspace at home within close proximity to the router.
• Manual dexterity for operating office equipment and typing 25–90 % of the workday.
• Basic hearing and visual acuity for telephone and screen communication.
• HIPAA‑compliant with a clear understanding of PHI handling and confidentiality.

Preferred Qualifications

• Experience in a medical scheduling or telehealth environment.
• Knowledge of electronic health record (EHR) platforms such as Epic or Athenahealth.
• Previous exposure to HIPAA training and policy compliance.
• Multilingual abilities (Spanish, French, or other languages) to serve a diverse patient base.
• Demonstrated ability to thrive in a fast‑paced, high‑volume call center.

Skills & Competencies

• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help patients navigate their care journey.
• Communication Excellence: Clear articulation, active listening, and concise written communication.
• Technical Proficiency: Comfortable with computers, software, and troubleshooting basic tech issues.
• Time Management: Ability to juggle multiple tasks, prioritize effectively, and meet deadlines.
• Team Player: Collaborative spirit, willingness to support colleagues, and a positive attitude.
• Adaptability: Flexibility to work varied shifts and adjust to evolving processes.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Customer Service Representative, you will have the opportunity to:

• Advance to a Senior Scheduling Coordinator role, overseeing larger teams and more complex scheduling scenarios.
• Transition into a Clinical Operations Analyst position, leveraging your insights to improve system efficiencies.
• Participate in leadership development programs and earn certifications in healthcare administration.
• Attend workshops on HIPAA compliance, patient privacy, and advanced communication techniques.
• Benefit from a mentorship program that pairs you with experienced clinicians and operations leaders.

Work Environment & Company Culture

brighthush fosters a culture of inclusivity, innovation, and continuous improvement. Our remote work model empowers you to balance professional responsibilities with personal life while staying connected to a vibrant team through:

• Weekly virtual huddles and monthly town‑hall meetings.
• Access to a digital collaboration platform (Slack, Teams, or similar).
• Regular virtual coffee breaks and team‑building activities.
• A supportive onboarding program that includes mentorship and peer support.
• Recognition programs that celebrate achievements and milestones.

Compensation & Benefits

While specific figures are tailored to experience and role, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards for remote customer service roles.
• Performance‑based bonuses tied to patient satisfaction scores and scheduling efficiency.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match.
• Paid time off (vacation, sick leave, and holidays).
• Professional development stipend for courses, certifications, and conferences.
• Flexible work hours and a fully remote setup after the initial training period.

How to Apply

Ready to make a tangible impact on patient care? Submit your application through our career portal or click the link below. We look forward to learning how your skills and passion align with brighthush’s mission.

Apply to this position now

Join brighthush – Where Compassion Meets Innovation

At brighthush, every call you answer, every appointment you schedule, and every patient you assist contributes to a healthier, happier community. If you’re driven by service, eager to grow, and ready to work in a collaborative, forward‑thinking environment, we invite you to bring your expertise to our team. Together, we’ll redefine the patient experience and create lasting impact.