Dynamic Customer Service Supervisor – Leadership & Coaching in Healthcare Revenue Cycle Management at brighthush

About brighthush

brighthush is a trailblazer in technology‑enabled revenue cycle management solutions for health systems, hospitals, and affiliated physician groups. With a mission to keep communities healthy by keeping hospitals healthy, we combine cutting‑edge technology with a human touch to deliver end‑to‑end revenue cycle services and a suite of point solutions that empower our clients to thrive. Our culture is built on empowerment, innovation, and a relentless focus on customer obsession. We believe that every interaction—whether with a patient, a provider, or a colleague—should be meaningful, and we empower our people to challenge the status quo and drive real impact.

Position Overview

We are seeking a proactive, results‑driven Customer Service Supervisor to lead a growing frontline team in a high‑volume, fast‑paced environment. In this role, you will be the catalyst for consistent performance, quality excellence, and associate development. You will serve as the primary escalation point for complex customer concerns, partner with cross‑functional leaders, and champion a culture of accountability and continuous improvement. Your leadership will directly influence the experience of our clients, patients, and the overall success of brighthush’s revenue cycle operations.

Why brighthush?

• Five‑time “Best in KLAS” award winner (2020‑2025)
• Top RCM Outsourcing Solution by Black Book Research (2021‑2024)
• 22 HFMA MAP Awards for High Performance in Revenue Cycle (2019‑2024)
• Leader in Everest Group’s RCM Operations PEAK Matrix Assessment (2024)
• Clarivate Healthcare Business Insights (HBI) Revenue Cycle Awards (2020, 2022‑2023)
• Energage Top Workplaces USA (2022‑2024)
• Fortune Media Best Workplaces in Healthcare (2024)
• Monster Top Workplace for Remote Work (2024)
• Great Place to Work certified (2023‑2024)

Key Responsibilities

• Leadership & Coaching: Provide daily guidance, coaching, and support to a team of full‑time customer service associates, ensuring they meet performance expectations, quality standards, and service level objectives.
• Performance Monitoring: Track team productivity, call quality, customer interactions, and workflow performance to identify coaching opportunities and operational trends.
• One‑on‑One Development: Conduct regular meetings, performance discussions, and development conversations to foster associate growth, engagement, and accountability.
• Escalation Management: Act as the escalation point for complex customer concerns, account issues, service challenges, and operational barriers requiring supervisory intervention.
• Performance Management: Support documentation, corrective action, recognition, and follow‑up as part of the performance management process.
• Process Improvement: Partner with leadership, quality, training, and operations teams to close process gaps, enhance consistency, and align with client and departmental priorities.
• Onboarding & Training: Assist with onboarding, training reinforcement, and ongoing development to ensure associates understand policies, procedures, systems, and service expectations.
• Data Analysis: Review and analyze performance metrics, quality results, service level trends, and associate outcomes to drive continuous improvement.
• Culture Champion: Promote a positive associate experience by fostering communication, collaboration, professionalism, and a culture of accountability.
• Compliance & Standards: Ensure team adherence to company policies, compliance requirements, revenue cycle procedures, and customer service standards.
• Additional Duties: Perform other tasks as assigned to support operational priorities, client needs, and business continuity.

Essential Qualifications

• High school diploma or GED required; associate’s or bachelor’s degree preferred.
• Minimum of 2–3 years of experience in customer service, call center, healthcare, revenue cycle, patient financial services, or a related field.
• Prior leadership, team lead, supervisory, coaching, or performance management experience.
• Experience in physician and hospital operations, compliance, and provider relations.
• Working knowledge of healthcare revenue cycle processes, billing, insurance, payments, account resolution, or patient financial services.
• Strong curiosity and openness to innovation, including AI, to improve processes and reduce friction.
• Willingness to travel to client, temporary, or corporate office locations as business needs require.

Preferred Qualifications

• Bachelor’s degree in Business, Healthcare Administration, or a related discipline.
• Experience with Epic or similar electronic health record systems.
• Proficiency with Microsoft Office and ability to quickly learn call center, customer service, and revenue cycle systems.
• Demonstrated ability to navigate complex regulatory environments and maintain strict confidentiality.
• Experience leading remote or hybrid teams.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, motivate, and hold associates accountable while fostering engagement and growth.
• Communication: Excellent verbal and written communication skills, with the ability to convey complex information clearly.
• Problem‑Solving: Strong analytical and critical thinking skills to resolve issues quickly and effectively.
• Decision‑Making: Ability to make sound decisions in a fast‑paced environment.
• Data‑Driven: Strong attention to detail and ability to evaluate performance data, quality results, and operational trends.
• Collaboration: Ability to work effectively with internal teams, leaders, and business partners.
• Technology Proficiency: Comfortable with call center platforms, CRM systems, and revenue cycle software.
• Compliance & Ethics: Commitment to professionalism, confidentiality, and adherence to regulatory standards.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. Every associate earns a professional certification relevant to their field and has access to tuition reimbursement. You will have the opportunity to:

• Advance into senior leadership roles such as Director of Customer Service or Head of Revenue Cycle Operations.
• Participate in cross‑functional projects that shape the future of healthcare revenue management.
• Attend industry conferences, workshops, and webinars to stay ahead of emerging trends.
• Leverage our internal mentorship program to learn from seasoned leaders across the organization.

Work Environment & Culture

Our team thrives in a collaborative, inclusive, and innovative environment. Whether you work remotely, in a hybrid setting, or onsite, you will experience:

• Flexible scheduling to support work‑life balance.
• Regular team huddles and one‑on‑one meetings to keep communication open.
• A culture that celebrates diversity, equity, and inclusion.
• Recognition programs that reward high performance and innovation.
• Access to wellness resources, mental health support, and financial planning tools.

Compensation & Benefits

Salary range: $52,100 – $78,150, commensurate with experience and qualifications. In addition to competitive pay, brighthush offers:

• Comprehensive health, dental, and vision plans.
• Generous paid time off, including vacation, sick leave, and holidays.
• 401(k) retirement plan with company match.
• Employee assistance program and mental health resources.
• Wellness stipend and on‑site fitness options (for onsite locations).
• Professional development budget and tuition reimbursement.
• Quarterly and annual incentive programs for outstanding performance.

How to Apply

Ready to lead, inspire, and make a tangible impact in healthcare revenue cycle management? Submit your application through our careers portal or click the link below. If you require accommodations during the application process, please contact [email protected].

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Join brighthush – Where People, Purpose, and Innovation Meet

At brighthush, we believe in empowering people with the tools and resources they need to thrive. Our culture is rooted in collaboration, growth, and innovation. If you are passionate about delivering exceptional customer experiences, driving operational excellence, and leading a high‑performing team, we want to hear from you. Apply today and become part of a company that is redefining healthcare revenue cycle management.