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

About brighthush – Pioneering Better Sleep for Millions

brighthush is on a bold mission to redefine how people experience restorative sleep. Leveraging state‑of‑the‑art CPAP technology, data‑driven patient insights, and a compassionate, patient‑first philosophy, we empower individuals to conquer sleep‑related challenges and reclaim vibrant, energetic days. Our rapid growth is fueled by a culture that prizes innovation, inclusivity, and relentless dedication to improving health outcomes. Whether you are just launching your career or you bring years of expertise, brighthush offers a supportive, forward‑thinking environment where your ideas are heard, your development is prioritized, and your impact is measurable.

Why This Role Is a Game‑Changer

As a Remote Customer Service & Patient Engagement Specialist at brighthush, you will be the trusted voice that guides patients through their CPAP journey. Your outreach will directly influence critical business metrics such as patient retention, therapy compliance, and overall satisfaction—key drivers of our market leadership in sleep health. This is more than a call‑center job; it is a partnership with patients, a catalyst for better health outcomes, and a stepping stone to a rewarding career in healthcare technology.

Role Overview – What You’ll Do Every Day

In this fully remote position, you will blend empathetic communication, sales acumen, and meticulous data management to ensure every patient receives the right supplies at the right time while feeling supported throughout their therapy. You will act as a bridge between the patient, our clinical team, and our supply chain, championing both compliance and revenue growth.

Key Responsibilities

• Proactive Patient Outreach & Reorder Management: Conduct quarterly outreach calls to assigned patients, guiding them through the reorder process for CPAP supplies. Aim for a minimum 50 % reorder conversion rate while reinforcing therapy adherence.
• Product Promotion & Upselling: Identify opportunities to recommend complementary accessories—masks, cushions, seals, and filters—targeting an 80 % inclusion of masks and a 75 % inclusion of seals in each order to enhance patient comfort and increase revenue.
• Therapy Adherence Monitoring: Use evidence‑based questioning to assess nightly usage, troubleshoot barriers, and provide actionable tips that boost compliance scores.
• Data Accuracy & HIPAA Compliance: Verify and update patient records, insurance details, and supply histories in our secure CRM, ensuring 100 % data integrity and adherence to privacy regulations.
• Professional Phone Presence: Maintain a polished, empathetic tone on every call, return voicemails within two hours, and follow best practices for phone etiquette and documentation.
• Order Processing & Platform Navigation: Efficiently navigate brighthush’s internal ordering platform, process orders according to client‑specific protocols, and confirm shipment details with patients.
• Continuous Improvement Initiatives: Capture feedback, identify workflow bottlenecks, and collaborate with cross‑functional teams (sales, tech support, compliance) to propose and implement process enhancements.
• Flexibility & Team Support: Take on additional duties as needed, demonstrate initiative, and contribute to a collaborative remote team environment.

Essential Qualifications

• GED, High School Diploma, or equivalent.
• Demonstrated passion for customer service and helping others achieve health goals.
• Exceptional verbal communication skills with a clear, friendly phone presence.
• Proven ability to multitask, prioritize, and manage time effectively in a remote work setting.
• Willingness to work 40 + hours per week, including occasional irregular hours to meet patient needs.
• Commitment to security policies and safeguarding confidential patient information.
• Physical ability to sit for extended periods while viewing a computer screen.

Preferred Qualifications

• Previous experience in a customer‑service or sales role, especially within healthcare, medical devices, or wellness industries.
• Familiarity with CPAP equipment, sleep‑related products, or respiratory therapy concepts.
• Proficiency with Customer Relationship Management (CRM) systems or order‑processing platforms.
• Understanding of insurance billing, prior authorizations, and patient record management.
• Successful track record of remote work, demonstrating self‑motivation, discipline, and reliable internet connectivity.

Core Skills & Competencies

• Empathetic Communication: Ability to listen actively, convey complex information simply, and build trust across phone, email, and chat channels.
• Problem‑Solving: Quick identification of obstacles and delivery of practical solutions that satisfy both patient and organizational goals.
• Attention to Detail: Precise data entry, meticulous record‑keeping, and rigorous adherence to compliance standards.
• Adaptability: Comfort thriving in a fast‑changing environment with evolving processes, product updates, and regulatory requirements.
• Team Collaboration: Strong partnership skills with sales, technical support, compliance, and clinical teams to deliver seamless patient experiences.
• Time Management: Efficiently handle high call volumes, meet daily targets, and maintain quality standards without sacrificing accuracy.

Career Growth & Learning Opportunities at brighthush

brighthush invests heavily in the professional development of its people. As a Remote Customer Service & Patient Engagement Specialist, you will have access to a robust learning ecosystem designed to accelerate your career trajectory.

• Structured Onboarding: A comprehensive 4‑week program covering CPAP technology fundamentals, compliance regulations, sales techniques, and brighthush’s proprietary platforms.
• Continuous Training: Monthly webinars, certification courses, and e‑learning modules on advanced patient coaching, data analytics, and product innovation.
• Mentorship & Coaching: Pairing with senior customer‑service leaders and sleep‑therapy experts who provide guidance, feedback, and career‑path planning.
• Clear Advancement Paths: Opportunities to progress to Senior Sleep Coach, Team Lead, Operations Analyst, Product Specialist, or transition into Quality Assurance, Training, or Product Management roles.
• Performance Reviews: Quarterly check‑ins focused on skill development, goal setting, and personalized growth plans.
• Innovation Labs: Participate in cross‑functional projects that shape the future of patient engagement, giving you a voice in product enhancements and service design.

Work Environment & Culture – The brighthush Way

Our remote‑first philosophy means you can work from the comfort of your home while staying deeply connected to a vibrant, collaborative community. brighthush’s culture is built on four pillars:

• Inclusivity: A welcoming environment where diverse backgrounds, perspectives, and ideas are celebrated and leveraged.
• Innovation: Encouragement to experiment, propose new solutions, and drive continuous improvement without fear of failure.
• Transparency: Open communication from leadership, clear visibility into company goals, and regular updates on performance metrics.
• Recognition: Frequent shout‑outs, performance awards, and incentive programs that celebrate individual and team achievements.

We also host regular virtual team‑building events, wellness challenges, and community‑service initiatives that foster camaraderie and a sense of purpose beyond the screen.

Compensation, Perks & Benefits

Base Pay: Starting at $15.00 per hour, with a scheduled increase to $16.00 per hour after one year of continuous service, reflecting our commitment to rewarding dedication and expertise.

Comprehensive Benefits Package (full‑time remote teammates)

• Medical, dental, and vision insurance with prescription coverage.
• Employee Assistance Program (EAP) offering mental‑health counseling and wellness resources.
• Paid Time Off (PTO) plus paid holidays to support work‑life balance.
• 100 % vested 401(k) retirement plan with company matching contributions.
• Flexible work schedule and a remote‑work stipend for home‑office setup.
• Professional development budget, tuition reimbursement, and access to industry conferences.
• Performance‑based bonuses tied to patient satisfaction and reorder metrics.

Eligibility & Location Requirements

• Full‑time remote position requiring 40 + hours per week.
• Residency in one of the following states: Georgia, Alabama, Tennessee, North Carolina, Louisiana, or Texas.
• Legal authorization to work in the United States.
• Reliable high‑speed internet connection and a quiet workspace.
• All necessary hardware (laptop, headset, webcam) will be shipped to your home prior to your start date.

How to Apply – Join the brighthush Family

If you are ready to make a tangible difference in people’s sleep health, we want to hear from you. Click the link below to submit your application, attach your resume, and share a brief cover letter highlighting why you are the perfect fit for this role. Our recruiting team reviews applications on a rolling basis, and we aim to schedule interviews within two weeks of submission.

Apply Now – Remote Customer Service & Patient Engagement Specialist

Closing Statement – Your Next Chapter Starts Here

At brighthush, every conversation you have is an opportunity to improve a patient’s quality of life. By joining our team, you become part of a purpose‑driven organization where your skills are nurtured, your achievements celebrated, and your career path is yours to shape. Take the next step toward a rewarding future—apply today and help millions sleep better tomorrow.