Senior Customer Experience Advocate – Appointment Scheduling & Telehealth Patient Engagement Specialist (24/7 Remote) – HealthTech Innovation Leader

About brighthush

At brighthush, we are redefining the way people experience health and wellness. Our mission is simple yet powerful: to create a world where every individual has access to compassionate, convenient, and connected care. We believe that health should be a seamless part of everyday life, and we’re building the technology, culture, and community to make that vision a reality. As a global leader in integrated health solutions, brighthush is committed to innovation, accountability, and the highest standards of safety and quality. When you join brighthush, you become part of a passionate team that cares deeply about people, pushes the boundaries of what’s possible, and holds itself to the highest level of integrity.

Role Overview

We’re looking for a dedicated Customer Experience Advocate to join our Remote Contact Center team. In this role, you will be the first point of contact for our patients, ensuring that every interaction is courteous, efficient, and memorable. You will schedule, reschedule, and cancel appointments, resolve conflicts, and collaborate closely with medical staff to deliver an unmatched patient experience. Your work will directly impact patient satisfaction, operational efficiency, and the overall success of brighthush’s mission.

Why This Role Matters

Every call you handle is an opportunity to transform a patient’s day. By providing clear, empathetic communication and precise scheduling, you help patients feel supported and valued. Your role is the linchpin that connects patients to the care they need, ensuring that our telehealth platform delivers on its promise of accessibility and excellence.

Key Responsibilities

• Appointment Scheduling: Handle inbound and outbound calls to schedule, reschedule, and cancel patient appointments with precision and empathy.
• Customer Interaction: Provide courteous, professional service to patients, addressing inquiries, concerns, and special requests.
• Data Entry & Accuracy: Enter patient information and appointment details into the scheduling system, ensuring 100% accuracy and compliance with privacy regulations.
• Clear Communication: Convey appointment details, instructions, and any necessary follow‑up information to patients in a clear and concise manner.
• Problem Resolution: Identify and resolve scheduling conflicts or issues promptly, escalating to the appropriate team when necessary.
• Collaboration: Work closely with medical staff, billing, and other departments to ensure smooth scheduling operations and a cohesive patient journey.
• Follow‑Up: Conduct follow‑up calls to confirm appointments, provide reminders, and gather feedback to improve service quality.
• Documentation: Maintain accurate records of all interactions and transactions, ensuring data integrity and audit readiness.
• Special Projects: Participate in ad‑hoc initiatives, process improvements, and training sessions as assigned.

Essential Qualifications

• High school diploma or equivalent (undergraduate education preferred).
• Minimum of 1 year of customer service experience, preferably in a call center environment.
• Strong phone etiquette and a friendly, nurturing demeanor toward patients, especially older adults.
• Proficient PC skills, including basic Microsoft Excel and Google Suite.
• Ability to multitask, prioritize, and manage time effectively in a fast‑paced environment.
• High level of integrity, professionalism, and reliability.
• US work authorization.
• Availability to work a 40‑hour week with flexible scheduling, including occasional weekend shifts.

Preferred Qualifications

• Experience with Electronic Medical Record (EMR) documentation.
• Multilingual skills (Spanish, Mandarin, Cantonese, or Polish) are a plus.
• Prior remote work experience with a distraction‑free home office setup.
• Strong problem‑solving abilities and a demonstrated desire to learn and grow.
• Experience with call center performance metrics such as Average Handle Time, Quality Metrics, and Schedule Adherence.

Skills & Competencies

• Communication: Clear, concise, and empathetic verbal communication.
• Technical Proficiency: Comfortable navigating multiple software systems and quickly learning new tools.
• Customer Focus: Deep understanding of patient needs and the ability to anticipate and exceed expectations.
• Team Collaboration: Ability to work effectively with cross‑functional teams in a remote setting.
• Adaptability: Thrive in a dynamic environment with evolving processes and priorities.
• Attention to Detail: Maintain high accuracy in data entry and documentation.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Experience Advocate, you will have access to:

• Structured onboarding and continuous training programs, including classroom‑style remote sessions.
• Mentorship from experienced leaders in patient experience and operations.
• Clear performance metrics and career pathways that reward excellence and innovation.
• Opportunities to transition into roles such as Scheduling Coordinator, Patient Experience Manager, or Operations Analyst.
• Access to internal learning platforms covering health industry trends, customer service best practices, and leadership development.

Work Environment & Culture

Our Remote Contact Center operates 24/7, ensuring that patients can reach us whenever they need support. We foster a culture of:

• Accountability: Every team member is responsible for delivering high‑quality service and meeting performance targets.
• Collaboration: Open communication channels and cross‑departmental teamwork are integral to our success.
• Innovation: We continuously seek ways to improve processes, adopt new technologies, and enhance patient satisfaction.
• Inclusivity: A diverse workforce that reflects the communities we serve, with a commitment to equity and belonging.
• Work‑Life Balance: Flexible scheduling and remote work options help you maintain a healthy balance.

Compensation & Benefits

We offer a competitive compensation package that reflects your experience, education, and geographic location. The base hourly rate for this role ranges from $17.00 to $34.15, with potential for performance‑based increases. In addition to your salary, you will receive:

• Medical, dental, and vision coverage.
• Paid time off (vacation, sick leave, holidays).
• Retirement savings options with company match.
• Wellness programs, including mental health resources and fitness stipends.
• Employee assistance programs and financial planning services.
• Access to a comprehensive benefits portal for easy management of your benefits.

How to Apply

Ready to join a team that is shaping the future of health? Click the link below to submit your application and take the first step toward a rewarding career at brighthush.

Closing Statement

At brighthush, we’re more than a company – we’re a movement toward a healthier, more connected world. As a Customer Experience Advocate, you’ll be at the heart of that movement, ensuring that every patient feels heard, respected, and cared for. If you are passionate about delivering exceptional service, thrive in a remote environment, and want to grow your career in a supportive, innovative culture, we want to hear from you. Apply today and help us simplify health care, one person, one family, and one community at a time.