Remote Outbound Customer Service Patient Representative – Driving Patient Engagement & Appointment Success

About brighthush

brighthush is a rapidly expanding leader in hearing healthcare, dedicated to restoring the joy of sound for people across the United States. With a network of more than 150 state‑of‑the‑art clinics in 19 states, we combine cutting‑edge technology, compassionate care, and a relentless focus on patient satisfaction. Founded in 2021, brighthush has quickly become synonymous with quality, innovation, and a culture that values teamwork, growth, and community impact.

As a remote‑first organization, we empower our team members to work from anywhere in the USA while staying connected through collaborative tools, virtual huddles, and a supportive culture that celebrates success. Our mission is simple: to make hearing care accessible, affordable, and personalized for every patient. If you are passionate about helping people, thrive in a fast‑paced environment, and want to be part of a company that is changing lives, brighthush is the place for you.

Position Overview

We are seeking a highly motivated Outbound Customer Service Patient Representative to join our dynamic team. In this role, you will be the first point of contact for prospective patients, guiding them through the journey of discovering and scheduling hearing care services. Your voice will shape the patient experience, build trust, and drive appointment volume for our clinic partners.

Key Responsibilities

• Conduct outbound calls to warm and new leads, using scripted call guides and best practices to engage prospects and schedule appointments.
• Build rapport quickly, identify patient needs, and confidently address concerns or objections to move conversations toward positive outcomes.
• Accurately document all patient interactions, appointment details, and follow‑up actions within our CRM system.
• Maintain a high level of professionalism, empathy, and customer service in every interaction.
• Collaborate closely with hearing care professionals and clinic teams to ensure a seamless, positive patient experience.
• Meet and exceed daily, weekly, and monthly appointment goals, contributing to the overall success of the clinic network.
• Provide constructive feedback and ideas to improve team performance, patient satisfaction, and operational efficiency.
• Participate in ongoing training, coaching sessions, and performance reviews to continuously refine skills and knowledge.

Essential Qualifications

• Minimum 6 months of experience in a call center, inside sales, appointment setting, or related role.
• Proven success in outbound calling, appointment setting, inside sales, or retention roles.
• Comfortable making high‑volume outbound calls (150+ daily) while maintaining quality and compliance.
• Strong communication skills and a confident, professional phone presence.
• Ability to build trust quickly and guide conversations toward positive outcomes.
• Resilient, goal‑oriented, and motivated by achieving results.
• Coachable and eager to learn new skills and best practices.
• Strong time management, organizational, and multitasking abilities.
• Proficiency with CRM systems and Microsoft Office applications.
• High level of computer proficiency and data entry accuracy.
• Professional phone etiquette and courtesy when interfacing with patients, clients, and co‑workers.
• High proficiency with written correspondence.
• Strong problem‑solving and organizational skills.
• Self‑sufficient and passionate about success.
• Experience handling objections and converting opportunities into appointments is preferred.

Preferred Qualifications

• Experience in the healthcare or hearing care industry.
• Knowledge of HIPAA regulations and patient privacy best practices.
• Familiarity with telehealth platforms and virtual appointment scheduling.
• Previous exposure to incentive‑based compensation structures.
• Multilingual capabilities to serve a diverse patient base.

Skills & Competencies

• Exceptional verbal communication and active listening.
• Empathy and emotional intelligence to connect with patients.
• Adaptability to changing scripts, policies, and technology.
• Data‑driven mindset: comfortable using metrics to track performance.
• Team player who thrives in a collaborative, remote environment.
• Self‑motivated with a strong work ethic and a passion for continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As an Outbound Customer Service Patient Representative, you will have access to:

• Comprehensive onboarding and ongoing training programs covering product knowledge, sales techniques, and customer service excellence.
• Regular coaching sessions with experienced managers to refine skills and accelerate performance.
• Clear career pathways: from Patient Representative to Senior Representative, Team Lead, or Clinic Operations Manager.
• Cross‑functional exposure to marketing, product development, and clinical teams, giving you a holistic view of the business.
• Access to industry conferences, webinars, and certifications to stay ahead of trends in hearing care and sales.

Work Environment & Company Culture

brighthush fosters a culture of inclusivity, innovation, and impact. Our remote work model means you can balance professional growth with personal life, while still feeling connected to a vibrant team. We celebrate wins, learn from challenges, and prioritize well‑being through:

• Regular virtual team building events and social gatherings.
• Open communication channels with leadership and peers.
• Recognition programs that reward high performers and creative ideas.
• Flexible scheduling to accommodate diverse lifestyles.

Compensation & Benefits

We offer a competitive base salary plus uncapped commission opportunities, ensuring that your hard work directly translates into financial rewards. In addition, you will receive:

• 401(k) plan with company match.
• Health, dental, and vision insurance.
• Employer‑paid life insurance and optional additional coverage.
• Critical illness, hospital indemnity, and short‑term/long‑term disability coverage.
• Paid time off, holidays, and flexible vacation policies.
• Employee discounts on hearing products, technology, and wellness services.
• Legal and pet insurance options.
• Continuous professional development budget.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization that values your voice, your growth, and your impact. You will:

• Help people rediscover the world of sound.
• Work with a passionate team that supports your success.
• Enjoy a flexible, remote work arrangement.
• Benefit from a comprehensive rewards package.
• Advance your career in a fast‑growing industry.

Ready to Make a Difference?

If you are a goal‑oriented, empathetic communicator who thrives in a high‑volume, fast‑paced environment, we want to hear from you. Apply today and become a vital part of brighthush’s mission to bring clarity, confidence, and connection to patients across the nation.