Customer Service Supervisor – Frontline Leadership & Operational Excellence at brighthush

Why Join brighthush?

At brighthush, we are more than a technology‑enabled revenue cycle management provider – we are the heartbeat that keeps hospitals and physician groups thriving across the nation. Our mission is simple yet profound: healthy communities start with healthy hospitals. By blending cutting‑edge technology with a human‑first philosophy, we deliver end‑to‑end revenue cycle solutions that empower healthcare providers to focus on what they do best – caring for patients.

Our culture is built on three core pillars – Customer Obsession, Embracing New Ideas, and Striving for Excellence – collectively known as the O.N.E Purpose. These guiding principles shape every interaction, from the way we design our platforms to how we support our associates. When you join brighthush, you become part of a team that values meaningful touchpoints, encourages innovative thinking, and celebrates outstanding performance.

Position Overview: Customer Service Supervisor

The Customer Service Supervisor at brighthush is a pivotal leader who drives the day‑to‑day success of our expanding Customer Service team. Reporting to senior operations leadership, you will mentor a group of full‑time associates, champion quality and compliance, and act as the escalation point for complex client and patient issues. As call volumes and operational complexity rise, your strategic oversight will be essential to maintaining high‑impact service delivery, fostering associate growth, and ensuring brighthush continues to set the industry standard for excellence.

Salary Range: $52,100 – $78,150 (commensurate with experience and performance)

Key Responsibilities

Leadership & Coaching

• Provide daily guidance, coaching, and performance feedback to a team of Customer Service associates, ensuring they meet or exceed quality standards, service level agreements (SLAs), and productivity targets.
• Conduct regular one‑on‑one meetings, performance reviews, and development conversations that inspire engagement, accountability, and continuous improvement.
• Identify skill gaps and coordinate targeted training initiatives in partnership with the Learning & Development team.

Operational Oversight

• Monitor real‑time metrics such as call volume, average handle time, first‑call resolution, and customer satisfaction scores to spot trends and proactively address performance variances.
• Analyze quality assurance data, audit calls, and provide actionable feedback that elevates associate communication and problem‑solving abilities.
• Maintain a balanced workload distribution, ensuring optimal staffing levels and adherence to schedule adherence policies.

Escalation Management

• Serve as the primary escalation point for complex patient, provider, or account issues that require supervisory intervention.
• Collaborate with cross‑functional partners—including Quality, Training, Revenue Cycle, and IT—to resolve systemic challenges and prevent recurrence.
• Document escalation cases, track resolutions, and share insights with leadership to drive process enhancements.

Performance Management & Compliance

• Lead the performance management lifecycle: from documentation and corrective action to recognition and reward programs.
• Ensure strict adherence to brighthush policies, regulatory compliance (HIPAA, HITECH), and revenue cycle procedures.
• Participate in internal audits and support external compliance reviews as needed.

Team Development & Culture Building

• Foster a collaborative, inclusive, and high‑energy environment where associates feel valued and motivated.
• Promote open communication channels, celebrate successes, and champion a culture of accountability and continuous learning.
• Organize team‑building activities, knowledge‑sharing sessions, and recognition events that reinforce brighthush’s core values.

Strategic Projects & Continuous Improvement

• Partner with senior leadership to design and implement process improvements that enhance efficiency, reduce waste, and elevate the customer experience.
• Leverage data analytics to develop dashboards and reporting tools that provide visibility into key performance indicators (KPIs).
• Participate in pilot programs for emerging technologies (e.g., AI‑driven chatbots, predictive analytics) that align with brighthush’s innovation agenda.

Essential Qualifications

• Education: High school diploma or GED required; associate’s or bachelor’s degree in Business, Healthcare Administration, or a related field is preferred.
• Experience: Minimum 2–3 years of hands‑on experience in customer service, call‑center operations, healthcare revenue cycle, or patient financial services.
• Leadership Background: Proven track record of supervising or leading a team, with demonstrated ability to coach, motivate, and develop talent.
• Communication Skills: Exceptional verbal and written communication abilities, with a talent for translating complex information into clear, empathetic messages.
• Analytical Acumen: Strong data‑driven mindset; comfortable interpreting performance metrics and translating insights into actionable plans.
• Technical Proficiency: Familiarity with CRM platforms, call‑center software (e.g., NICE, Five9), and Microsoft Office Suite (Excel, PowerPoint, Word).
• Compliance Awareness: Understanding of healthcare privacy regulations (HIPAA) and revenue cycle best practices.

Preferred Qualifications & Additional Skills

• Bachelor’s degree in Healthcare Management, Business Administration, or a related discipline.
• Experience in a fast‑growing, technology‑focused healthcare services organization.
• Certification in Call Center Management (CCMA) or related professional credentials.
• Proficiency with data visualization tools (Tableau, Power BI) and process‑mapping software (Visio, Lucidchart).
• Demonstrated ability to lead change initiatives and manage cross‑functional projects.
• Fluency in a second language (Spanish, Mandarin, etc.) is a plus, given our diverse client base.

Core Competencies for Success

• Customer‑Centric Mindset: Ability to anticipate client needs and consistently deliver experiences that exceed expectations.
• Problem‑Solving: Quick, decisive action when faced with complex issues, while maintaining composure and professionalism.
• Emotional Intelligence: Sensitivity to associate morale and patient concerns, fostering a supportive environment.
• Strategic Thinking: Vision to align day‑to‑day operations with brighthush’s long‑term goals.
• Collaboration: Strong partnership skills to work effectively with quality, training, IT, and senior leadership teams.
• Adaptability: Comfort navigating a dynamic, high‑growth environment where priorities can shift rapidly.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a Customer Service Supervisor, you will have access to:

• Mentorship programs pairing you with senior leaders who can guide your professional development.
• Tuition reimbursement for continued education, certifications, and industry‑specific training.
• Opportunities to transition into senior operations management, quality assurance leadership, or specialized roles within our technology and analytics divisions.
• Participation in internal innovation labs where you can contribute ideas that shape the future of healthcare revenue cycle technology.

Work Environment & Culture at brighthush

Our teams operate in a hybrid model that blends remote flexibility with collaborative in‑person sessions at regional hubs. We prioritize:

• Work‑Life Balance: Flexible scheduling, generous paid time off, and wellness programs that support mental and physical health.
• Diversity & Inclusion: A commitment to building a workforce that reflects the communities we serve, with employee resource groups and inclusive policies.
• Recognition & Rewards: Quarterly performance bonuses, peer‑to‑peer recognition platforms, and an employee appreciation calendar.
• Technology‑First Environment: State‑of‑the‑art tools, secure cloud platforms, and continuous investment in emerging tech to keep you ahead of the curve.

Compensation, Perks & Benefits

While the exact salary is competitive within the $52,100 – $78,150 range, brighthush also offers a comprehensive benefits package designed to support you and your family:

• Medical, dental, and vision coverage with multiple plan options.
• 401(k) plan with company match and financial planning resources.
• Life and disability insurance.
• Employee Assistance Program (EAP) for confidential counseling and support.
• Paid parental leave, adoption assistance, and flexible work arrangements.
• Professional development stipend and access to industry conferences.
• Wellness initiatives such as virtual fitness classes, meditation sessions, and ergonomic home‑office allowances.

How to Apply

If you are ready to lead a high‑performing team, champion exceptional customer experiences, and grow your career within a forward‑thinking healthcare technology leader, we want to hear from you. Click the link below to submit your application and begin your journey with brighthush.

Apply To This Job

Join Us in Making a Difference

At brighthush, every interaction matters. As a Customer Service Supervisor, you will empower associates to deliver compassionate, efficient, and accurate support that directly impacts the financial health of hospitals and the wellbeing of patients. Your leadership will help us uphold the O.N.E Purpose and reinforce why brighthush is the trusted partner for revenue cycle excellence across the nation.

Take the next step in your career—apply today and become a catalyst for positive change at brighthush.