Senior Customer Care Center Team Lead – Remote Patient Scheduling & Engagement Excellence

About brighthush and the Future of Hearing Care

At brighthush, we are redefining how people experience hearing health. Our mission is to make high‑quality, personalized hearing solutions accessible to everyone, regardless of location or circumstance. By combining cutting‑edge technology with compassionate care, we empower patients to reclaim their voices and live life to the fullest. As we expand our remote contact center operations, we’re looking for a dynamic, results‑driven leader to guide our Patient Scheduling and Conversion Specialists to new heights.

Why Join brighthush?

Working at brighthush means you’ll be part of a forward‑thinking organization that values innovation, collaboration, and continuous improvement. Our remote‑first culture gives you the flexibility to work from anywhere while staying connected to a vibrant, supportive team. You’ll have the opportunity to shape the patient journey, influence operational excellence, and grow your leadership skills in a fast‑paced, healthcare‑focused environment.

Key Responsibilities

• Lead & Coach – Inspire, mentor, and develop a high‑performing team of Patient Scheduling and Conversion Specialists. Conduct daily huddles, one‑on‑ones, and performance reviews to foster growth and accountability.
• Performance Management – Track and analyze key metrics such as appointment scheduling volume, conversion rates, show‑up rates, productivity, quality scores, and patient satisfaction. Use data to identify trends, diagnose gaps, and implement corrective actions.
• Process & Quality Assurance – Ensure consistent application of approved call flows, scripts, scheduling procedures, and CRM documentation. Partner with Quality Assurance and Training teams to refine scripts, conduct call observations, and reinforce best practices.
• Escalation & Conflict Resolution – Handle complex patient concerns with empathy and professionalism. Serve as the escalation point for challenging interactions, ensuring timely resolution and patient satisfaction.
• Operational Excellence – Monitor attendance, schedule adherence, and real‑time service levels. Adjust staffing and shift plans to meet operational demands and maintain optimal service quality.
• Cross‑Functional Collaboration – Work closely with clinic teams, hearing care professionals, and other stakeholders to streamline patient access, improve conversion rates, and enhance overall service delivery.
• Continuous Improvement – Lead initiatives to integrate digital channels (SMS, chat, etc.) into the patient engagement strategy. Champion contact center transformation projects and drive adoption of new technologies.
• Recruitment & Onboarding – Participate in hiring, interview, and onboarding processes. Provide hands‑on support during the early stages of new hires’ integration into the team.

Essential Qualifications

• Minimum 3 years of supervisory or team‑lead experience in a contact center environment.
• At least 5 years of experience in customer service, sales, appointment setting, or patient scheduling within a healthcare or related industry.
• Proven track record of coaching teams to exceed scheduling, conversion, and quality targets.
• Strong analytical skills: ability to interpret performance data and translate insights into actionable improvement plans.
• Excellent communication, relationship‑building, conflict resolution, and problem‑solving abilities.
• High school diploma or equivalent required; associate or bachelor’s degree in business, healthcare, communications, leadership, or related field preferred.
• Access to a quiet home workspace and reliable high‑speed internet connection.

Preferred Qualifications

• Experience leading teams in retail healthcare, patient access, medical scheduling, hearing care, dental, vision, or wellness settings.
• Familiarity with CRM platforms, quality monitoring tools, workforce management systems, scheduling software, and contact center technologies.
• Experience managing remote or distributed teams.
• Bilingual proficiency in English and Spanish.
• Knowledge of hearing healthcare products and services.

Core Skills & Competencies

• Leadership & Team Development
• Data‑Driven Decision Making
• Process Improvement & Change Management
• Customer‑Centric Mindset
• Communication & Interpersonal Skills
• Time Management & Prioritization
• Technical Proficiency (CRM, Workforce Management, Quality Tools)

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Team Lead, you’ll have access to:

• Leadership development programs and mentorship from senior executives.
• Cross‑functional projects that broaden your understanding of the entire patient journey.
• Regular performance reviews and personalized career roadmaps.
• Opportunities to transition into higher‑level roles such as Operations Manager, Director of Patient Experience, or Head of Contact Center.

Work Environment & Culture

Our remote‑first culture is built on trust, transparency, and collaboration. You’ll enjoy:

• Flexible work hours that accommodate your personal life.
• Virtual team building events, wellness challenges, and peer recognition programs.
• A culture that celebrates diversity, inclusion, and continuous learning.
• Access to a dedicated virtual workspace and collaboration tools.

Compensation & Benefits

We offer a competitive total rewards package designed to attract and retain top talent:

• Base Salary – $62,000–$72,000 annually, commensurate with experience.
• Performance Incentives – Earn additional bonuses tied to team scheduling results, quality scores, attendance, patient experience, and operational performance.
• Health & Wellness – Comprehensive medical, dental, and vision coverage.
• Retirement Savings – 401(k) plan with company matching.
• Paid Time Off – Generous PTO, paid holidays, and flexible sick leave.
• Employee Assistance Program – Confidential counseling and support services.
• Hearing Healthcare Benefits – Free hearing aids for employees and discounted options for eligible family members.
• Professional Development – Sponsorship for certifications, conferences, and leadership training.
• Remote Work Perks – Home office stipend, high‑speed internet reimbursement, and ergonomic equipment support.

How to Apply

Ready to lead a team that makes a real difference in people’s lives? Submit your application through our partner platform, Jobgether, and let our AI‑powered matching process identify your fit. Once shortlisted, brighthush’s hiring team will reach out to schedule interviews and discuss next steps.

Closing Statement

At brighthush, you’ll be at the forefront of transforming hearing care delivery. If you’re a passionate leader who thrives on data, coaching, and continuous improvement, we invite you to join our mission to bring clarity and confidence to patients worldwide. Apply today and help shape the future of hearing health.