Seasoned Healthcare Virtual Assistant & Call Center Operations Lead – Remote Patient Scheduling Specialist for Pediatric Allergy Care at brighthush

About brighthush – Pioneering Compassionate Care for Food Allergies

brighthush is more than a specialty practice; it is a movement dedicated to turning the narrative around food allergies from “manageable” to “treatable.” With a network of state‑of‑the‑art clinics in California and New York, we blend evidence‑based protocols with a warm, child‑friendly environment that eases anxiety for both kids and their caregivers. Our commitment is backed by published clinical outcomes and strong affiliations with leading children’s hospitals, ensuring every patient receives the highest standard of care while feeling like family.

As a remote team member, you’ll have the freedom to work from anywhere in the world while contributing to a mission that makes a tangible difference in children’s lives. At brighthush, we celebrate compassion, innovation, and continuous learning. Our culture is built on:

• Patient‑Centric Excellence: Every interaction is guided by empathy and a commitment to the highest standards of care.
• Collaborative Innovation: Cross‑functional teams share insights, drive process improvements, and celebrate successes together.
• Professional Growth: We invest in your development through training, mentorship, and opportunities to take on new responsibilities.
• Inclusive Environment: Diversity of thought, background, and experience is celebrated and nurtured.

Role Overview

We’re seeking a dedicated Healthcare Virtual Assistant – Call Center Operations to become the first point of contact for families reaching out to brighthush. In this fully remote, high‑volume role, you’ll manage inbound patient calls, triage inquiries, schedule appointments, and log tickets for our clinical and administrative teams. Your work will directly influence patient satisfaction, reduce no‑show rates, and streamline clinic operations across our New York and Southern California locations.

What You’ll Do

• Inbound Call Management: Answer and pre‑screen patient calls, determine intent, and route callers to the appropriate team member or next step.
• New Patient Outreach: Respond to inquiries with timely, warm, and accurate information, ensuring every prospective patient feels welcomed.
• Scheduling Excellence: Coordinate new and repeat appointments using brighthush’s EMR system, including rescheduling, cancellations, and reminders.
• Appointment Confirmation & Follow‑Up: Verify upcoming visits, follow up on open scheduling items, and proactively reduce no‑shows.
• Ticket Logging & Tracking: Create and flag tickets for clinical and administrative staff, attaching all necessary context for swift resolution.
• Quality Assurance: Monitor open tickets, flag overdue items, and maintain accurate, organized patient records in strict compliance with HIPAA.
• Continuous Improvement: Identify bottlenecks, propose workflow enhancements, and collaborate with the team to refine processes.

Key Success Metrics

• First‑call resolution rate of 85% or higher.
• Average call handling time within 3 minutes.
• Appointment no‑show rate reduced by 15% year‑over‑year.
• Ticket backlog maintained below 48 hours.
• Patient satisfaction score of 4.8/5 or greater.

Essential Qualifications

• Prior experience in a healthcare call center, medical virtual assistant, or medical administrative role.
• Proficiency in brighthush’s EMR system – a must for managing appointments across our New York and Southern California clinics.
• Deep understanding of HIPAA compliance and the ability to handle protected health information with discretion.
• Clear, professional, and empathetic spoken and written English – essential for patient‑facing communication.
• Highly organized, detail‑oriented, and capable of managing a high volume of calls and tickets without sacrificing accuracy.
• Comfortable working independently in a fully remote environment with minimal oversight.

Preferred Qualifications

• Experience in a specialty medical practice, pediatric clinic, or allergy and immunology setting.
• Background supporting a multi‑location healthcare practice.
• Familiarity with medical scheduling workflows, referral coordination, or patient intake processes.
• Track record of maintaining high answer and resolution rates in high‑volume call environments.

Skills & Competencies

• Exceptional communication skills – both verbal and written.
• Strong problem‑solving ability and proactive mindset.
• Tech savviness: comfortable navigating EMR systems, ticketing platforms, and collaboration tools.
• Time‑management and prioritization skills to handle competing demands.
• Team player who thrives in a collaborative, fast‑paced environment.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your interests and strengths. As you master call center operations, you may:

• Advance to a Senior Virtual Assistant or Team Lead role, overseeing a group of assistants.
• Transition into clinical coordination, working closely with physicians and nurses to streamline patient pathways.
• Explore roles in quality improvement, data analytics, or patient experience strategy.
• Participate in ongoing training programs, webinars, and certifications related to healthcare administration and patient engagement.

Work Environment & Culture Highlights

• 100% remote setup – work from wherever you’re most productive.
• Full‑time schedule aligned with U.S. business hours to ensure seamless collaboration with on‑site teams.
• Flexible work hours within core overlap periods to accommodate personal commitments.
• Regular virtual team huddles, knowledge‑sharing sessions, and social events to foster connection.
• Access to a digital resource library, mentorship programs, and a supportive HR team dedicated to your well‑being.

Compensation, Perks, & Benefits

• Competitive salary paid in USD, with bi‑monthly payouts on the 15th and 30th.
• Paid time off (PTO) and holidays in accordance with brighthush policy.
• Health, dental, and vision insurance options (details provided upon offer).
• 401(k) retirement plan with company match.
• Professional development stipend for courses, certifications, or conferences.
• Wellness program access, including virtual fitness classes and mindfulness resources.
• Employee referral bonus program.

Application Process

We’ve designed a streamlined, transparent hiring journey to ensure the best fit for both you and brighthush:

1. Initial Application – Submit your resume and complete our pre‑qualifying questionnaire.
2. Video Introduction – Record a 1–2 minute Loom video introducing yourself, detailing your healthcare administrative or call center experience, and explaining how you manage high‑volume patient communication while maintaining accuracy and professionalism.
3. Role‑Specific Assessment – Complete a brief homework assignment tailored to the position (if applicable).
4. Recruitment Interview – Initial screening with our talent team to discuss your background and fit.
5. Executive Interview – Meet with senior leadership to explore alignment with brighthush’s mission and values.
6. Client Interview – Final interview with the client team you’ll be supporting.
7. Background & Reference Check – Verification of professional references and background screening.
8. Job Offer – Successful candidates receive a formal offer to join the brighthush family.

Each stage is designed to evaluate your fit for the role while giving you insights into our culture and expectations. We’ll keep you informed throughout the process and provide constructive feedback at every step.

How to Apply

Ready to make a difference in families’ lives? Submit the following:

• Updated resume.
• 1–2 minute Loom video (required – only candidates who submit a video will proceed).

Click the link below to apply and join a team that is redefining food allergy care.

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