Dynamic Customer Service Operations Supervisor – Remote, Nationwide, Specialty Pharmacy & Patient Support for brighthush

About brighthush

brighthush is a forward‑thinking leader in the specialty pharmacy and patient support arena, dedicated to breaking down barriers that prevent patients from accessing the therapies they need. With a robust portfolio that spans pharmaceutical manufacturing, payer solutions, and advanced technology integration, brighthush delivers end‑to‑end services that empower manufacturers, payers, and patients alike. Our mission is simple yet profound: to accelerate the delivery of life‑changing treatments to patients worldwide, ensuring they can afford, access, and remain on the therapies that improve their quality of life.

Operating from a state‑of‑the‑art facility outside Dallas, Texas, brighthush has cultivated a culture of innovation, collaboration, and relentless customer focus. We are proud to be recognized for our commitment to diversity, equity, and inclusion, and we celebrate the unique perspectives that each team member brings to the table. Whether you’re a seasoned professional or an emerging talent, you’ll find a supportive environment that nurtures growth, rewards excellence, and encourages you to be your authentic self every day.

Role Overview

As a Customer Service Operations Supervisor at brighthush, you will be the linchpin that ensures our remote, nationwide contact center delivers world‑class service to patients and partners. You will lead a team of up to 20 highly skilled customer service and enrollment specialists, overseeing daily operations, coaching performance, and driving continuous improvement. Your leadership will directly impact patient satisfaction, retention, and the overall success of our specialty pharmacy programs.

Key aspects of the role include:

• Managing staffing schedules, training, and performance metrics for a fully remote team.
• Developing and maintaining Standard Operating Procedures (SOPs) and work instructions.
• Collaborating with senior leaders, IT, and business partners to implement process enhancements.
• Ensuring compliance with client contracts, internal policies, and regulatory requirements.
• Championing a culture of excellence, accountability, and continuous learning.

Key Responsibilities

Team Leadership & Development

• Supervise a remote team of 20 customer service and enrollment agents, ensuring they have the resources, guidance, and support needed to excel.
• Conduct daily huddles, bi‑weekly team meetings, and one‑on‑one coaching sessions focused on performance, goal setting, and professional development.
• Implement a robust training program that covers product knowledge, compliance, and customer engagement best practices.
• Monitor individual and team KPIs, providing timely feedback and corrective actions when necessary.
• Recruit, interview, and onboard new hires, ensuring a smooth transition into the brighthush culture.

Operational Excellence

• Oversee daily operations of the patient access support contact center, ensuring SLA adherence and high service quality.
• Develop, maintain, and refine SOPs and work instructions to standardize processes and improve efficiency.
• Coordinate weekly, monthly, and quarterly reviews of program metrics and dashboards, presenting insights to senior leaders.
• Identify, assess, and approve program changes related to IT upgrades, platform enhancements, and business rule modifications.
• Report system issues that could impact the client relationship management system (CRM) or productivity, ensuring timely resolution.

Quality & Compliance

• Continuously monitor program adherence, quality, and attendance, taking corrective action when required.
• Document and report corrective and preventative actions, ensuring compliance with internal and external standards.
• Collaborate with fellow supervisors and cross‑functional partners to resolve complex program issues.
• Maintain rigorous data integrity and confidentiality in all customer interactions.

Stakeholder Engagement & Reporting

• Maintain regular communication with clients, third‑party partners, and internal stakeholders.
• Contribute to the creation and presentation of quarterly business reviews, highlighting performance, trends, and improvement plans.
• Provide insights and recommendations to senior leadership on process efficiencies, cost savings, and service enhancements.

Essential Qualifications

• Bachelor’s degree in Business, Healthcare Administration, or a related field (or equivalent work experience).
• 3–5 years of experience in patient support, customer service, or a related field within the healthcare or pharmaceutical industry.
• Previous management or supervisory experience, preferably in a remote or distributed team environment.
• Strong communication, presentation, and time‑management skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams) with advanced Excel capabilities (pivot tables, charts, formulas).
• Commitment to continuous personal and team development.
• Ability to work independently, prioritize tasks, and meet deadlines in a fast‑paced environment.
• Travel up to 10% may be required for occasional on‑site meetings or training sessions.

Preferred Qualifications

• Experience with specialty pharmacy operations, enrollment, or benefit investigation.
• Knowledge of healthcare regulations, payer policies, and pharmacy benefit management.
• Experience implementing process improvements using Lean, Six Sigma, or similar methodologies.
• Familiarity with CRM platforms and data analytics tools.
• Previous experience leading remote teams across multiple time zones.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, mentor, and develop high‑performing teams.
• Analytical Thinking: Strong data‑driven decision‑making skills.
• Customer‑Centric Mindset: Passion for delivering exceptional patient experiences.
• Adaptability: Comfortable navigating change and ambiguity in a dynamic industry.
• Collaboration: Proven ability to work cross‑functionally with IT, compliance, and business partners.
• Technical Proficiency: Comfortable with remote collaboration tools, CRM systems, and data dashboards.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Supervisor, you will have access to:

• Structured leadership development programs that cover coaching, conflict resolution, and strategic planning.
• Mentorship from senior leaders across the organization, providing insights into industry trends and career pathways.
• Opportunities to lead cross‑functional projects, expanding your skill set beyond customer service into operations, analytics, and technology.
• Access to a comprehensive learning portal featuring courses on healthcare regulations, data analytics, and process improvement.
• Clear career progression tracks, with potential advancement to Director of Customer Experience, Operations Manager, or Program Lead roles.

Work Environment & Culture

Our remote-first model empowers you to work from anywhere in the United States, provided you have a dedicated, quiet workspace and reliable high‑speed internet. We support our remote workforce with:

• Fully equipped laptops, monitors, headsets, and ergonomic accessories.
• High‑speed broadband (minimum 15 Mbps download, 5 Mbps upload,
• Regular virtual team building events, wellness challenges, and peer‑recognition programs.
• A culture that values work‑life balance, mental health, and personal well‑being.
• Inclusive policies that celebrate diversity of thought, background, and experience.

Compensation & Benefits

Competitive salary range: $68,500 – $87,930 per year, commensurate with experience and qualifications. In addition to base pay, you will enjoy a comprehensive benefits package that includes:

• Medical, dental, and vision coverage.
• Paid time off (PTO) and paid parental leave.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs).
• 401(k) retirement plan with company match.
• Short‑ and long‑term disability coverage.
• Access to myFlexPay for early wage access.
• Wellness programs, including gym memberships and mental health resources.
• Professional development stipend and tuition reimbursement.

Application Process

Ready to join a team that is redefining patient support and specialty pharmacy? Submit your application today through our secure portal. We encourage early submission as the position will close on November 20, 2026. For any questions or assistance, please contact our recruitment team at [email protected].

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