Senior Remote Patient Experience Lead – Appointment Scheduling & Care Coordination Specialist, Engagement Advocate, Process Improvement Champion, and Strategic Health‑Tech Partner at brighthush

About brighthush

brighthush is more than a health‑tech startup; it’s a movement that reimagines how patients, providers, and communities connect. By blending cutting‑edge technology with a deeply human‑centric philosophy, we empower every individual to access compassionate, convenient, and connected care. Our mission is simple yet ambitious: to create a world where every person receives the right care at the right time, in the right setting, and with the right level of empathy. As a leader in the health‑care ecosystem, brighthush is committed to fostering an inclusive culture that values curiosity, collaboration, and continuous improvement. We believe that the future of health care is built on trust, transparency, and technology that serves people, not the other way around.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re shaping the future of patient care. Our remote teams operate with flexibility, autonomy, and a shared sense of purpose. We celebrate diversity, encourage innovation, and reward excellence. Whether you’re a seasoned professional or a recent graduate, brighthush offers a platform for growth, learning, and impact. You’ll work alongside passionate colleagues who are dedicated to making a difference, and you’ll have the opportunity to influence product development, customer experience strategies, and the overall direction of our organization.

Position Overview

The Senior Remote Patient Experience Lead is the frontline ambassador for brighthush’s patient experience. In this role, you will manage appointment scheduling, resolve scheduling conflicts, and ensure every patient feels heard, respected, and cared for. You will be the voice of the patient, the liaison between patients and medical staff, and the guardian of our brand’s promise to deliver seamless, patient‑centered service. This role requires a blend of empathy, technical proficiency, and problem‑solving acumen, and it offers a unique opportunity to shape the way patients interact with our platform.

Key Responsibilities

• Appointment Scheduling & Management: Handle inbound and outbound calls to schedule, reschedule, and cancel patient appointments with precision and care, ensuring that every interaction reflects brighthush’s commitment to excellence.
• Patient Interaction: Deliver courteous, professional, and culturally sensitive service to patients, addressing inquiries and concerns promptly while maintaining a calm and supportive demeanor.
• Data Accuracy: Enter patient information and appointment details into the scheduling system, ensuring data integrity and compliance with privacy standards such as HIPAA.
• Clear Communication: Convey appointment details, instructions, and any necessary follow‑up information in a clear, empathetic manner, using both verbal and written communication skills.
• Problem Resolution: Identify and resolve scheduling conflicts, system errors, or patient concerns, escalating issues when necessary and collaborating with cross‑functional teams to find solutions.
• Collaboration: Work closely with medical staff, billing, and other departments to coordinate schedules and maintain a smooth workflow, ensuring that all stakeholders are aligned.
• Follow‑Up & Reminders: Conduct proactive calls to confirm appointments and provide reminders, reducing no‑show rates and improving patient satisfaction.
• Documentation: Maintain accurate records of all patient interactions, transactions, and follow‑ups in the CRM and scheduling system, ensuring that data is up‑to‑date and accessible.
• Continuous Improvement: Participate in special projects, process enhancements, and training initiatives to elevate the patient experience and drive operational efficiency.
• Leadership & Mentorship: Mentor junior advocates, share best practices, and contribute to the development of team standards, fostering a culture of learning and collaboration.
• Quality Assurance: Review call recordings and documentation to ensure compliance with company policies and regulatory requirements, and provide constructive feedback to peers.

Essential Qualifications

• High school diploma or equivalent; some college coursework preferred.
• Minimum of 1 year of customer service experience, preferably in a call‑center environment.
• Proficiency with PC, Microsoft Office (Excel, Word, Outlook), and Google Workspace.
• Experience with Electronic Medical Record (EMR) systems is a plus.
• Strong multitasking, prioritization, and time‑management skills.
• Excellent verbal communication and phone etiquette.
• High level of integrity, professionalism, and reliability.
• Fluency in Spanish, Mandarin, Cantonese, or Polish is highly desirable.
• Valid U.S. work authorization.

Preferred Qualifications

• Prior remote work experience with a proven track record of self‑management.
• Knowledge of HIPAA regulations and patient privacy best practices.
• Experience in a healthcare or senior‑care setting.
• Advanced Excel skills (pivot tables, formulas).
• Multilingual proficiency beyond the preferred languages.

Skills & Competencies

• Customer‑centric mindset with a passion for improving patient journeys.
• Strong analytical and problem‑solving abilities.
• Adaptability to changing priorities and evolving technology.
• Team collaboration and cross‑functional communication.
• Resilience under pressure and a calm, solution‑focused demeanor.
• Commitment to continuous learning and professional development.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Senior Patient Experience Lead, you’ll have access to a wealth of resources designed to accelerate your career trajectory:

• Structured onboarding and ongoing training modules covering patient care, technology, and soft skills.
• Mentorship programs pairing you with senior advocates and leaders who can guide your professional journey.
• Clear performance metrics and advancement pathways to supervisory, coaching, or specialist roles.
• Cross‑departmental projects that broaden your skill set and visibility across the organization.
• Annual learning stipend for courses, certifications, or conferences that align with your career goals.
• Opportunities to lead process improvement initiatives and influence company strategy.

Work Environment & Culture

Our remote teams thrive on flexibility, trust, and a shared commitment to excellence. You’ll enjoy:

• Fully equipped home office setup: high‑speed internet, ergonomic chair, and a quiet workspace.
• Flexible scheduling options, including 24/7 coverage and weekend shifts as needed.
• Regular virtual team huddles, wellness check‑ins, and social events that keep the community vibrant.
• A culture that celebrates diversity, inclusion, and belonging, ensuring every voice is heard.
• Transparent communication from leadership and a flat hierarchy that encourages idea sharing.
• Access to a digital collaboration platform that keeps you connected with teammates and managers.

Compensation & Benefits

We offer a competitive pay structure that reflects your experience, education, and geographic location. The typical hourly rate ranges from $17.00 to $34.15, with potential for performance‑based bonuses. In addition, you’ll receive:

• Comprehensive medical, dental, and vision coverage.
• Paid time off (vacation, sick leave, holidays).
• 401(k) retirement plan with company match.
• Wellness programs, including mental health resources and fitness stipends.
• Employee assistance program (EAP) for personal and professional support.
• Access to a digital benefits portal for easy management of your benefits.
• Performance‑based incentive plans and recognition programs.

Remote Work Requirements

• Reliable high‑speed internet connection and a dedicated workspace.
• Ability to use a wired connection (router/modem) for optimal performance.
• Proficiency with remote collaboration tools (Zoom, Teams, Slack).
• Self‑discipline to maintain productivity and meet performance metrics.
• Availability for occasional on‑site support within 50 miles of a brighthush center, if required.

Performance Expectations

Success in this role is measured through a combination of metrics and behavioral competencies:

• Average Handle Time (AHT) and Unavailable Time (UAT) targets.
• Quality Assurance scores reflecting accuracy, empathy, and compliance.
• Schedule Adherence: punctuality and adherence to assigned shifts.
• Attendance and reliability, with a minimum of 6 months tenure before eligibility for advancement.
• Consistent achievement of “Exceptional” performance metrics for at least three consecutive months.
• Active participation in continuous improvement initiatives and training programs.

How to Apply

If you’re ready to bring your passion for patient care, your communication skills, and your commitment to excellence to brighthush, we’d love to hear from you. Click the link below to submit your application and join a team that values your growth, your voice, and your impact.

Apply to brighthush Today

Join brighthush – Where Your Career Meets Purpose

At brighthush, we believe that every patient deserves a seamless, compassionate experience. As a Senior Remote Patient Experience Lead, you’ll be at the heart of that promise, ensuring that each appointment is scheduled with care, each call is answered with empathy, and every patient feels heard. If you’re driven by service, thrive in a dynamic environment, and want to make a tangible difference, we invite you to apply and become part of our mission to transform health care for the better.