Remote Customer Service & Patient Engagement Specialist – CPAP Supply Reorder Champion & Sleep Health Advocate at brighthush

Introduction

At brighthush, we’re on a mission to transform the way people sleep. By combining cutting‑edge CPAP technology with a patient‑first philosophy, we empower individuals to reclaim healthy nights and vibrant days. Whether you’re a seasoned professional or just starting your career, brighthush offers a dynamic, inclusive environment where your ideas shape the future of sleep health and your growth is a top priority.

Why This Role Matters

As a Remote Customer Service & Patient Engagement Specialist, you become the frontline ambassador for our patients. Your voice is the bridge that keeps patients compliant, satisfied, and engaged with their sleep therapy. In a fast‑paced, rapidly expanding organization, your work directly influences key metrics—patient retention, compliance rates, and overall satisfaction—that drive our success in the CPAP market.

Key Responsibilities

• Patient Outreach & Reorder Management: Proactively contact assigned patients on a quarterly basis to facilitate CPAP supply reorders, aiming for a 50% reorder rate while ensuring continued compliance and satisfaction.
• Product Promotion & Upselling: Drive sales of replacement masks, cushions, seals, and filters, targeting 80% of orders to include a mask and 75% to include seals, thereby enhancing patient experience and revenue.
• Engagement & Satisfaction: Use evidence‑based outreach strategies to assess patient usage, satisfaction, and adherence, maximizing engagement in the S3 program and identifying opportunities for improvement.
• Data Accuracy & Compliance: Verify and update patient records, including insurance details, to maintain accurate, up‑to‑date information in compliance with HIPAA and internal data governance policies.
• Professional Communication: Maintain a polished phone presence and high‑level professionalism in all interactions, returning voicemails within two hours and adhering to best practices in phone etiquette.
• Platform Navigation & Order Processing: Efficiently navigate our internal platform to process orders according to client‑specific procedures, ensuring a seamless experience for patients.
• Continuous Improvement: Identify process bottlenecks, propose solutions, and collaborate with cross‑functional teams to enhance workflow and patient outcomes.
• Additional Duties: Perform other job duties as assigned, demonstrating flexibility, initiative, and a proactive mindset.

Essential Qualifications

• GED or High School Diploma (or equivalent).
• Strong customer‑service orientation with a passion for helping others.
• Excellent verbal communication skills and a polished phone presence.
• Ability to multitask, prioritize, and manage time effectively in a remote setting.
• Comfortable working 40+ hours per week, including occasional irregular hours as needed.
• Adherence to security policies and procedures to safeguard company and client information.
• Capacity to sit and view a computer screen for extended periods.

Preferred Qualifications

• Experience in a customer‑service or sales role, preferably in healthcare or medical devices.
• Familiarity with CPAP equipment or sleep‑related products.
• Proficiency with CRM or order‑processing platforms.
• Knowledge of insurance billing and patient record management.
• Previous experience working remotely with a strong self‑management track record.

Skills & Competencies

• Communication: Clear, concise, and empathetic communication across phone, email, and chat.
• Problem‑Solving: Ability to troubleshoot issues quickly and find solutions that benefit both the patient and the organization.
• Attention to Detail: Accurate data entry and meticulous record‑keeping.
• Adaptability: Thrive in a dynamic environment with evolving processes and priorities.
• Team Collaboration: Work effectively with cross‑functional teams—sales, tech support, and compliance—to deliver seamless patient experiences.
• Time Management: Prioritize tasks, meet deadlines, and manage a high volume of calls without sacrificing quality.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people is the key to sustained success. As a Remote Customer Service & Patient Engagement Specialist, you’ll have access to a wealth of development resources:

• Structured onboarding and continuous training on CPAP technology, sales techniques, and compliance standards.
• Mentorship from senior customer‑service leaders and product specialists.
• Clear career pathways—whether you aspire to become a Senior Sleep Coach, a Team Lead, or transition into product management or quality assurance.
• Regular performance reviews that focus on growth, skill development, and goal setting.
• Opportunities to contribute to process improvements, share best practices, and influence the future of patient engagement at brighthush.

Work Environment & Company Culture

Working remotely gives you the flexibility to balance your professional and personal life while staying connected to a vibrant, collaborative community. Our culture is built on:

• Inclusivity: A welcoming environment where diverse perspectives are celebrated.
• Innovation: Encouragement to experiment, propose new ideas, and drive continuous improvement.
• Transparency: Open communication from leadership and a clear understanding of company goals.
• Recognition: Regular shout‑outs, awards, and incentives for outstanding performance.
• Regular virtual team‑building events, wellness challenges, and community service initiatives.

Compensation & Benefits

Base Pay: $15.00 per hour upon hire, with a scheduled increase to $16.00 per hour after one year of service. Competitive hourly rates reflect the value we place on your expertise and dedication.

Benefits Package: As a full‑time remote teammate, you’ll be eligible for a comprehensive benefits program, including:

• Medical, dental, and vision coverage with prescription benefits.
• Employee Assistance Program (EAP) for mental health support.
• Paid time off (PTO) plus paid holidays.
• 100% vested 401(k) retirement plan.
• Flexible work schedule and remote work stipend.
• Professional development budget and tuition reimbursement.

Eligibility & Location Requirements

• Remote, full‑time position requiring 40+ hours per week.
• Must reside in one of the following states: Georgia, Alabama, Tennessee, North Carolina, Louisiana, or Texas.
• All necessary equipment will be shipped to your home before your start date.
• Legal authorization to work in the United States is required.

How to Apply

Ready to make a difference in people’s sleep health? Click the link below to submit your application and join the brighthush family. We’re excited to learn how your skills and passion align with our mission.