Dynamic Remote Customer Service Operations Supervisor – Specialty Pharmacy & Patient Support Leadership – Drive Excellence in Patient Access & Engagement

About brighthush

brighthush is a forward‑thinking leader in specialty pharmacy and patient support services, dedicated to breaking down barriers that prevent patients from accessing life‑changing therapies. With a robust portfolio that spans pharmaceutical distribution, payer integration, and advanced technology solutions, brighthush empowers manufacturers, payers, and healthcare providers to deliver seamless, patient‑centric care. Our mission is simple: to ensure every patient receives the right medication, at the right time, and with the support they need to thrive.

Operating from a state‑of‑the‑art facility outside Dallas, Texas, brighthush combines deep industry expertise with cutting‑edge digital tools to streamline patient onboarding, eligibility verification, and adherence monitoring. We pride ourselves on a culture of innovation, collaboration, and relentless focus on outcomes—both for our patients and our partners.

Position Overview

We are seeking an experienced Customer Service Operations Supervisor to lead a high‑performing, fully remote team of 20+ customer service and enrollment specialists. In this role, you will be the linchpin that ensures our specialty pharmacy’s patient access support operates at peak efficiency, delivering exceptional service to our clients and their patients. You will oversee staffing, training, performance metrics, and continuous improvement initiatives—all while maintaining the highest standards of compliance and quality.

Key Responsibilities

• Team Leadership & Development: Coach, mentor, and develop a remote team of customer service and enrollment professionals, fostering a culture of accountability, growth, and collaboration.
• Operational Oversight: Manage daily operations of the patient access support contact center, ensuring service level agreements (SLAs) are met and exceeded.
• Performance Management: Monitor individual and team KPIs, conduct regular 1:1s, and implement corrective actions to drive continuous improvement.
• Process & SOP Development: Create, update, and enforce Standard Operating Procedures and work instructions that align with client contracts and internal policies.
• Reporting & Analytics: Prepare and present weekly, monthly, and quarterly dashboards to senior leadership, highlighting trends, opportunities, and risk areas.
• Change Management: Evaluate, test, and approve program changes—including IT platform upgrades and business rule modifications—to enhance operational efficiency.
• HR & Staffing: Handle timecards, requisitions, interviews, and personnel recommendations; collaborate with HR on hiring, onboarding, and performance reviews.
• Client & Partner Relations: Maintain regular communication with clients and third‑party partners, ensuring alignment on expectations and service delivery.
• Quality & Compliance: Conduct audits, report corrective and preventive actions, and ensure adherence to regulatory and contractual standards.
• Continuous Improvement: Identify process inefficiencies, propose solutions, and lead initiatives that reduce manual effort and improve patient outcomes.
• Team Meetings & Knowledge Sharing: Host bi‑weekly or monthly meetings to discuss updates, process changes, SLA/KPI performance, and quality assurance.

Essential Qualifications

• Bachelor’s degree in Business, Healthcare Administration, or related field (or equivalent work experience).
• 3–5 years of experience in patient support, specialty pharmacy, or a related customer service environment.
• Prior management or supervisory experience, preferably in a remote or distributed team setting.
• Strong communication, presentation, and time‑management skills.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams) with advanced Excel skills (pivot tables, charts, formulas).
• Commitment to continuous personal and team development.
• Ability to travel up to 10% of the time for client meetings or training sessions.

Preferred Qualifications

• Experience in specialty pharmacy operations or patient enrollment programs.
• Knowledge of payer integration, benefit verification, and reimbursement processes.
• Familiarity with CRM systems and data analytics tools.
• Experience implementing process improvements using Lean or Six Sigma methodologies.
• Background in compliance and regulatory standards for healthcare services.

Skills & Competencies

• Leadership & Coaching: Ability to inspire and guide a remote team toward shared goals.
• Analytical Thinking: Strong data‑driven decision making and problem‑solving skills.
• Communication: Clear, concise verbal and written communication with internal and external stakeholders.
• Adaptability: Comfortable navigating change in a fast‑paced, evolving environment.
• Customer‑Centric Mindset: Passion for delivering exceptional service to patients and partners.
• Technology Savvy: Comfortable with remote collaboration tools and learning new platforms quickly.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Supervisor, you will:

• Progress to senior leadership roles such as Director of Customer Experience or Operations Manager.
• Participate in cross‑functional projects that shape the future of specialty pharmacy services.
• Access ongoing training programs, including leadership development, industry certifications, and technology workshops.
• Benefit from a mentorship program that pairs you with seasoned executives in the healthcare sector.

Work Environment & Culture

Our remote‑first culture empowers you to work from anywhere in the United States, provided you have a dedicated, quiet workspace and a high‑speed internet connection. We value:

• Flexibility: Scheduled shifts from 8 a.m. to 5 p.m. CT, with the possibility of adjusting hours to accommodate client needs.
• Collaboration: Regular virtual team meetings, cross‑departmental projects, and an open‑door communication policy.
• Innovation: A commitment to integrating emerging technologies to improve patient care.
• Diversity & Inclusion: A workplace that celebrates diverse perspectives and fosters an environment where everyone can be their authentic selves.

Compensation & Benefits

Competitive salary range: $68,500 – $87,930 per year, commensurate with experience and qualifications.

Benefits include:

• Medical, dental, and vision coverage.
• Paid time off 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 a wellness program and health‑lifestyle resources.
• MyFlexPay for early wage access.
• Professional development stipend and tuition reimbursement.

Remote Work Requirements

All U.S. residents are eligible to apply. The role is fully remote, requiring:

• Dedicated, quiet workspace with a high‑speed broadband connection (minimum 15 Mbps download, 5 Mbps upload,
• Hardwired connection to the router, surge protection, and network line protection for company equipment.
• Company‑issued computer and necessary technology, with the employee responsible for maintaining internet connectivity.

How to Apply

Ready to join a team that is reshaping specialty pharmacy care? Submit your application through the link below. We encourage early applications as the position will close on November 20, 2026.

Apply to brighthush Today

Closing Statement

At brighthush, you will be at the forefront of delivering high‑quality, patient‑centric services that make a real difference in people’s lives. If you are a proactive, results‑driven leader who thrives in a remote, collaborative environment, we invite you to bring your expertise to our dynamic team. Together, we can accelerate access to life‑changing therapies and set new standards for specialty pharmacy excellence.