Seasoned Healthcare Customer Care Agent – Temporary to Permanent Opportunity in Patient Engagement & Telehealth Services

About brighthush and the Telehealth Revolution

brighthush is a forward‑thinking health‑tech company that is redefining how patients connect with care. We believe that every individual deserves a seamless, compassionate, and personalized experience when they seek help for their health concerns. By combining cutting‑edge technology with a human touch, brighthush empowers patients to take control of their wellness journey, while supporting clinics and providers with data‑driven insights and efficient workflows.

Why This Role Matters

As a Healthcare Customer Care Agent – Temporary to Permanent, you will be the first point of contact for patients navigating our network of physical therapy clinics. Your voice, empathy, and problem‑solving skills will directly influence patient satisfaction, appointment conversion rates, and ultimately the growth of our partner clinics. This is a unique chance to make a tangible impact on people’s lives while building a career in the rapidly expanding telehealth industry.

Key Responsibilities

• Patient Engagement & Conversion: Listen actively to patient inquiries, assess their needs, and guide them through the booking process to secure appointments.
• Multi‑Channel Support: Handle inbound calls, emails, and chat messages across a unified contact center platform, ensuring consistent quality across all touchpoints.
• Local Experience Creation: Provide clinic‑specific information—directions, provider details, and local resources—to make patients feel “at home” with the clinic they’ll visit.
• Process Optimization: Identify bottlenecks in scheduling or information capture, propose solutions, and collaborate with marketing, operations, and technical teams to implement improvements.
• Insurance & Payment Guidance: Educate patients on insurance coverage, co‑pays, and financing options, ensuring transparency and trust.
• Data Integrity & Reporting: Accurately capture call data, categorize interactions, and contribute to analytics that drive clinic performance and patient experience.
• Performance Management: Meet or exceed key performance indicators (KPIs) such as average handle time, conversion rate, patient satisfaction score, and schedule adherence.
• Team Collaboration: Work closely with supervisors and peers to troubleshoot issues, share best practices, and maintain a high‑energy, supportive work environment.
• Continuous Learning: Participate in ongoing training modules, product updates, and industry webinars to stay current with telehealth trends and best practices.
• Additional Duties: Perform other related tasks as assigned, ensuring flexibility and adaptability in a dynamic contact center setting.

Essential Qualifications

• High School Diploma or GED (College degree preferred).
• Minimum 2–3 years of customer support experience, with at least 1 year in an inbound contact center.
• Experience in a sales‑oriented role (telesales or call center) for 1–2 years.
• Proficiency with multiple systems and applications (CRM, scheduling tools, knowledge base).
• Strong verbal and written communication skills; clear enunciation and persuasive tone.
• Excellent listening skills and a genuine caring attitude toward patients.
• Ability to multitask while maintaining accuracy and adherence to protocols.
• Reliable high‑speed internet connection (minimum 10 Mbps upload, 150 Mbps download) and a quiet, dedicated workspace with a door.
• Demonstrated ability to meet or exceed KPIs in a fast‑paced environment.

Preferred Qualifications

• Experience in the healthcare or physical therapy industry.
• Knowledge of insurance processes and patient financing options.
• Familiarity with telehealth platforms and virtual care workflows.
• Previous remote work experience with a proven track record of self‑management.
• Multilingual abilities (Spanish, French, etc.) to serve a diverse patient base.

Core Competencies & Skills

• Empathy & Compassion: Ability to put patients at ease, especially when they are in pain or anxious.
• Problem‑Solving: Quickly identify solutions and alternatives when clinic availability is limited.
• Collaboration: Work effectively with cross‑functional teams to enhance patient experience.
• Attention to Detail: Ensure accurate data capture and compliance with privacy regulations.
• Adaptability: Thrive in a dynamic environment with evolving processes and technology.
• Tech Savvy: Comfortable navigating multiple software platforms and troubleshooting basic technical issues.

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As a Healthcare Customer Care Agent, you’ll have the chance to:

• Progress to a Senior Patient Engagement Specialist or Team Lead role within 12–18 months.
• Transition into Operations, Marketing, or Product Management tracks based on your interests.
• Earn certifications in customer experience, healthcare compliance, or telehealth technology.
• Participate in quarterly hackathons and innovation challenges to shape future products.
• Attend industry conferences and webinars to stay ahead of emerging trends.

Work Environment & Culture at brighthush

Our culture is built on the pillars of Teamwork, Growth, and Service. We celebrate diversity, encourage open communication, and foster a supportive atmosphere where every voice matters. Even though you’ll be working remotely, you’ll feel connected through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Mentorship programs pairing new hires with seasoned agents.
• Digital collaboration tools (Slack, Teams, Asana) that keep us connected.
• Regular feedback loops and performance reviews that help you grow.

Compensation, Perks, and Benefits

While the exact salary will depend on experience and location, brighthush offers competitive pay, performance bonuses, and a comprehensive benefits package for permanent hires. For temporary assignments, we provide:

• Competitive hourly rate with the potential for conversion to a permanent role.
• Health, dental, and vision insurance options once you transition to full‑time status.
• Paid time off, holidays, and a flexible work schedule.
• Access to a digital wellness portal, including mental health resources.
• Employee referral bonuses and recognition programs.

How to Apply

Ready to join a team that values compassion, innovation, and patient success? Click the link below to submit your application and start your journey with brighthush.

Apply to This Job

Equal Opportunity Employer

brighthush is committed to creating a diverse and inclusive workplace. We welcome applicants of all backgrounds, identities, and experiences. All hiring decisions are based on merit, skills, and potential.