Remote Customer Service Representative – Sleep Coaching & Equipment Support Specialist

About brighthush

At brighthush, we believe that a good night’s sleep is the foundation of a healthy, productive life. Founded in 1995, brighthush has grown into a leading provider of home medical solutions, helping thousands of patients across the United States achieve better sleep and improved health outcomes. With a dedicated team of more than 300 professionals, we combine cutting‑edge technology, compassionate care, and a relentless focus on patient success to deliver personalized sleep coaching and equipment support services.

Why Join brighthush?

Working at brighthush means becoming part of a mission‑driven organization that places Patients First—always. As a remote Customer Service Representative – Sleep Coach, you will have the flexibility to work from anywhere in the U.S., while playing a pivotal role in guiding patients through the use of their sleep equipment, ensuring they meet insurance coverage criteria, and ultimately improving their quality of life. You’ll collaborate with clinicians, insurance partners, and a vibrant team of experts—all while enjoying a culture that values innovation, teamwork, and continuous learning.

Key Responsibilities

• Patient Equipment Guidance: Assist patients in setting up and using sleep devices (e.g., PAP machines, CPAP, BiPAP, and other home sleep equipment) to meet insurance coverage requirements.
• Data Retrieval & Analysis: Pull patient information from electronic health records and insurance portals to verify eligibility and track usage metrics.
• Communication & Coordination: Correspond daily with referrals, patients, and clinicians via phone, email, and secure messaging platforms to address questions, concerns, and follow‑up actions.
• Appointment Management: Schedule patient appointments, coordinate with clinicians, and manage calendar logistics to ensure seamless care delivery.
• Problem Solving & Troubleshooting: Resolve equipment issues virtually or over the phone, providing step‑by‑step guidance and escalating complex cases to technical support when necessary.
• Training & Onboarding: Participate in comprehensive on‑the‑job training and mentor new hires on best practices, company policies, and patient engagement strategies.
• Continuous Improvement: Contribute to process enhancements, share insights from patient interactions, and help refine training materials and support documentation.

Essential Qualifications

• High school diploma or equivalent; associate’s or bachelor’s degree in healthcare, nursing, or a related field preferred.
• Minimum of 1–2 years of experience in a healthcare customer service or clinical support role.
• Hands‑on experience with PAP equipment (CPAP, BiPAP) and familiarity with sleep therapy protocols.
• Strong technological proficiency: comfortable navigating electronic health records, insurance portals, and virtual communication tools.
• Excellent verbal and written communication skills, with the ability to explain complex technical information in a clear, empathetic manner.
• Demonstrated ability to de‑escalate conflicts, remain calm under pressure, and maintain a positive, patient‑centered attitude.
• Highly organized, detail‑oriented, and capable of managing multiple priorities in a fast‑paced environment.
• Proactive learner who thrives in a team setting and is eager to contribute to a collaborative, fun workplace culture.

Preferred Qualifications

• Certification in sleep medicine or related healthcare field.
• Experience working with insurance coverage criteria and prior authorization processes.
• Knowledge of telehealth platforms and remote patient monitoring systems.
• Fluency in a second language (Spanish, Mandarin, etc.) is a plus.

Core Competencies & Skills

• Patient Advocacy: Passion for helping patients achieve better sleep and health outcomes.
• Technical Aptitude: Ability to troubleshoot hardware and software issues related to sleep equipment.
• Communication Excellence: Clear, concise, and compassionate communication across multiple channels.
• Problem‑Solving: Analytical mindset to diagnose issues and devise effective solutions.
• Team Collaboration: Strong interpersonal skills to work effectively with clinicians, insurance partners, and internal teams.
• Adaptability: Comfortable with evolving technology, processes, and patient needs.
• Time Management: Efficiently prioritize tasks and meet deadlines in a remote work setting.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Access to industry‑leading training modules on sleep medicine, equipment technology, and patient engagement.
• Opportunities to advance into senior support roles, clinical coordination, or program management positions.
• Cross‑functional projects that expose you to different facets of the organization, from product development to quality assurance.
• Annual performance reviews with clear pathways for career progression and salary growth.

Work Environment & Company Culture

brighthush fosters a culture that blends professionalism with a sense of fun and community. Even though we operate remotely, we maintain:

• Regular virtual team meetings, happy hours, and wellness challenges.
• Open communication channels where every voice is heard.
• A commitment to work‑life balance, with flexible scheduling and generous paid time off.
• Inclusive policies that celebrate diversity, equity, and belonging.
• Recognition programs that celebrate achievements, milestones, and innovative ideas.

Compensation & Benefits

While specific salary ranges are tailored to experience and location, brighthush offers a competitive compensation package that includes:

• Health, dental, and vision insurance plans.
• Life and accidental death & dismemberment coverage.
• 401(k) retirement plan with company match.
• Employee Assistance Program (EAP) for mental health support.
• Paid holidays (8 days annually) and paid vacation.
• Generous paid parental leave and flexible work arrangements.
• Comprehensive onboarding and continuous training.
• Fully remote work setup with stipend for home office equipment.

How to Apply

If you are passionate about improving patient sleep health, enjoy working in a dynamic remote environment, and thrive on helping others, we would love to hear from you. Click the link below to submit your application and join the brighthush family.

Apply to this role at brighthush

Join Us in Making a Difference

At brighthush, every interaction you have with a patient can transform their sleep experience and overall well‑being. As a Remote Customer Service Representative – Sleep Coach, you will be at the forefront of patient support, ensuring that each individual receives the equipment, guidance, and care they need to thrive. If you are ready to combine your technical skills, compassionate nature, and love for helping others in a role that offers flexibility, growth, and purpose, we encourage you to apply today.