Dynamic Customer Care Supervisor – Lead, Coach, and Elevate Team Performance in a Remote‑First Healthcare Call Center

About brighthush

brighthush is a trailblazing health‑tech partner that empowers patients, providers, and payers with innovative, data‑driven solutions. Our mission is to streamline care coordination, reduce administrative burden, and improve health outcomes across the United States. With a culture rooted in collaboration, continuous learning, and a commitment to excellence, brighthush is the place where passionate professionals can make a real difference while advancing their careers.

Why Join brighthush?

At brighthush, we believe that exceptional customer service is the cornerstone of a thriving healthcare ecosystem. As a Customer Care Supervisor, you will be at the heart of our operations, guiding a high‑performing team of specialists who interact with patients, clinicians, and insurers every day. Your leadership will shape the experience of thousands of individuals, ensuring that every call, chat, and email resolves with empathy, accuracy, and speed.

We offer a remote‑first environment that supports work‑life balance while keeping you connected to a vibrant, cross‑functional community. Whether you’re in Alabama, Arizona, California, or any of the 48 states that qualify for remote work, you’ll have the flexibility to thrive from wherever you choose.

Key Responsibilities

As a Customer Care Supervisor at brighthush, you will:

• Lead and develop your team. Coach, mentor, and motivate Customer Care Specialists to exceed performance metrics and deliver outstanding service.
• Analyze performance data. Review supervisor reports, call monitoring analytics, and quality assurance findings to identify trends, strengths, and improvement opportunities.
• Deliver actionable feedback. Conduct regular one‑on‑one meetings, create individualized action plans, and adjust coaching strategies based on real‑time insights.
• Maintain quality standards. Complete Quality Cards in line with calibration guidelines, highlight successes, and provide constructive feedback to foster continuous growth.
• Manage escalations. Serve as the primary point of contact for complex customer complaints, investigate issues, and collaborate with cross‑functional teams to resolve them swiftly.
• Support operational excellence. Stay current on policies, procedures, and technology updates by shadowing agents, attending training sessions, and sharing best practices.
• Handle disciplinary processes. Apply department policies consistently for attendance, performance, and behavioral standards.
• Champion agent satisfaction. Measure team morale, gather feedback, and implement initiatives that boost engagement and retention.
• Provide on‑call support. Be available to assist the team during peak periods or unexpected staffing gaps.
• Travel as needed. Travel between brighthush campuses up to 5% of the time to support regional initiatives and team building.
• Contribute to continuous improvement. Identify systemic obstacles, propose solutions, and drive change that enhances both agent performance and customer experience.

Essential Qualifications

• Minimum of 2 years of experience in a call center or healthcare customer service environment.
• Associate’s degree or equivalent professional experience.
• Proven leadership or coaching experience, with a track record of developing high‑performing teams.
• Strong familiarity with call center technology, CRM systems, and telephony tools.
• In-depth knowledge of industry best practices and regulatory compliance.
• Excellent communication skills, both written and verbal, with the ability to influence stakeholders at all levels.
• Demonstrated ability to analyze data, identify trends, and implement actionable improvements.
• Commitment to fostering a respectful, collaborative, and inclusive work environment.

Preferred Qualifications

• Experience in a healthcare claims or benefits administration setting.
• Knowledge of HIPAA regulations and data privacy standards.
• Proficiency in multiple languages or experience working with diverse populations.
• Advanced analytical skills, including proficiency with Excel, Power BI, or similar tools.
• Prior experience with quality assurance and calibration processes.

Core Skills & Competencies

• Leadership & Team Development
• Performance Management & Coaching
• Data Analysis & Decision Making
• Customer Experience & Relationship Building
• Process Improvement & Change Management
• Conflict Resolution & Escalation Management
• Technology Savvy – CRM, IVR, and Quality Assurance Platforms
• Adaptability & Resilience in a Fast‑Paced Environment

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You’ll have access to:

• Structured leadership training programs that cover coaching, conflict resolution, and strategic thinking.
• Mentorship from senior leaders across the organization.
• Cross‑functional projects that broaden your skill set and expose you to new areas of the business.
• Continuous learning resources, including online courses, webinars, and industry conferences.
• Clear career pathways – from Supervisor to Manager, Director, and beyond.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, innovation, and mutual respect. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual town halls and team huddles.
• Real‑time collaboration tools (Slack, Teams, Zoom).
• Regular recognition programs that celebrate achievements.
• A commitment to diversity, equity, and inclusion, ensuring every voice is heard.
• Flexible scheduling that respects personal commitments and promotes well‑being.

Compensation & Benefits

We offer a competitive salary range of $54,326 – $64,567 per year, commensurate with experience and performance. In addition, you’ll enjoy:

• Health, Dental, and Vision insurance plans with generous coverage.
• 20 days of paid time off (PTO) plus 9 paid holidays.
• 4 weeks of paid parental leave.
• 401(k) plan with up to 5% company match and no vesting requirement.
• Flexible Spending Account (FSA) for medical and dependent care.
• Educational Assistance Program and professional membership support.
• Adoption Assistance Program.
• Referral bonus program – earn up to $750 for successful hires.
• On‑call support stipend and travel allowances for occasional campus visits.

How to Apply

If you’re ready to lead a passionate team, drive measurable impact, and grow your career in a forward‑thinking health‑tech environment, we want to hear from you. Click the link below to submit your application and join the brighthush family.

Apply to this role at brighthush

Join brighthush Today!

At brighthush, you’ll be more than a supervisor – you’ll be a catalyst for change, a mentor to your team, and a key player in delivering world‑class customer care. If you’re driven by results, passionate about people, and eager to thrive in a remote‑first, high‑impact environment, we encourage you to apply. Let’s shape the future of healthcare together.