Dynamic Specialty Pharmacy Operations Supervisor – Customer Service & Enrollment Leadership for Remote Teams

About brighthush and the Specialty Pharmacy Landscape

brighthush is a trailblazer in the specialty pharmacy arena, dedicated to eliminating barriers that prevent patients from accessing life‑changing therapies. With a focus on patient‑centric care, brighthush partners with manufacturers, payers, and health systems to deliver seamless, technology‑driven solutions that enhance medication adherence, optimize outcomes, and reduce costs. Our mission is simple yet profound: to bring high‑impact treatments to patients faster and more efficiently than ever before.

As the specialty pharmacy industry evolves, the demand for skilled operations leaders who can manage complex customer service and enrollment workflows has never been higher. brighthush is looking for a seasoned Supervisor who thrives in a fast‑paced, remote environment and is passionate about driving excellence in patient support.

Position Overview

In this pivotal role, you will lead a high‑performing remote team of up to 20 customer service and enrollment specialists. You will be responsible for staffing, training, performance monitoring, and continuous improvement of key metrics. Your leadership will directly influence patient satisfaction, retention, and the overall success of our specialty pharmacy programs.

Key Responsibilities

• Team Leadership & Development: Coach, mentor, and develop a remote workforce, ensuring each member has the tools and knowledge to excel.
• Operational Oversight: Manage daily operations of the patient access support contact center, maintaining service level agreements (SLAs) and quality standards.
• Process & SOP Management: Create, update, and enforce Standard Operating Procedures and work instructions tailored to program requirements.
• Performance Analytics: Coordinate weekly, monthly, and quarterly reviews of program metrics, dashboards, and KPIs; present findings to senior leaders.
• Change Management: Evaluate, test, and approve program changes, including IT platform upgrades and business rule modifications.
• Issue Resolution: Escalate system or process issues that impact client relationships or productivity; collaborate with IT and business partners to implement solutions.
• HR & Staffing: Oversee timecards, conduct interviews, and recommend hires; manage corrective actions and terminations when necessary.
• Quality & Compliance: Monitor adherence to program standards, quality metrics, and attendance; report corrective and preventive actions promptly.
• Client & Partner Relations: Maintain regular communication with clients and third‑party partners, ensuring alignment on expectations and deliverables.
• Continuous Improvement: Identify and implement process efficiencies to reduce manual work and enhance team productivity.
• Team Collaboration: Host bi‑weekly or monthly team meetings to discuss updates, trends, and performance; foster a culture of open communication.
• Strategic Reporting: Contribute to quarterly business reviews, presenting insights and recommendations to clients.

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, enrollment, or customer service operations within the healthcare or pharmaceutical sector.
• Proven management experience, preferably leading remote or distributed teams.
• Strong communication, presentation, and time‑management skills.
• Advanced proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook, Teams) with a focus on data analysis, reporting, and presentation creation.
• Commitment to continuous learning and development for both self and team members.
• Ability to travel up to 10% of the time for client meetings, training sessions, or industry events.

Preferred Qualifications

• Experience in specialty pharmacy operations or a related healthcare environment.
• Knowledge of pharmacy benefit management (PBM) processes and reimbursement workflows.
• Familiarity with CRM systems, data analytics platforms, and workflow automation tools.
• Leadership in implementing process improvements that result in measurable efficiency gains.
• Experience with remote workforce management tools and virtual coaching techniques.

Core Skills & Competencies

• Strategic Thinking: Ability to align operational goals with broader business objectives.
• Data‑Driven Decision Making: Proficiency in interpreting metrics and translating insights into actionable plans.
• Adaptability: Comfortable navigating change in a dynamic, technology‑focused environment.
• Customer‑Centric Mindset: Passion for delivering exceptional patient experiences.
• Collaboration: Skilled at building cross‑functional relationships and influencing stakeholders.
• Problem Solving: Strong analytical skills to troubleshoot complex issues and develop sustainable solutions.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people is the key to sustained success. As a Supervisor, you will:

• Gain exposure to strategic initiatives that shape the future of specialty pharmacy services.
• Participate in leadership development programs, including mentorship, coaching, and advanced project management training.
• Have the opportunity to transition into senior operations roles, such as Director of Patient Services or Head of Enrollment.
• Access to industry conferences, webinars, and certifications that keep you at the forefront of healthcare innovation.
• Benefit from a culture that encourages cross‑departmental collaboration and knowledge sharing.

Work Environment & Company Culture

brighthush champions a flexible, inclusive, and collaborative culture. Key highlights include:

• Remote‑First Approach: Work from anywhere in the U.S. with a dedicated, distraction‑free workspace and high‑speed internet.
• Team‑First Mindset: A supportive environment where every voice is heard and valued.
• Innovation‑Driven: Continuous integration of emerging technologies to streamline patient onboarding and adherence.
• Diversity & Inclusion: Commitment to fostering a workforce that reflects a wide range of perspectives and experiences.
• Well‑Being Focus: Resources and programs that support physical, mental, and financial health.

Compensation, Perks, and Benefits

We offer a competitive salary range of $68,500.00 – $87,930.00 per year, commensurate with experience and qualifications. In addition to base pay, you will enjoy:

• Medical, dental, and vision coverage.
• Paid time off (vacation, sick leave, holidays).
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs).
• 401(k) retirement plan with company match.
• Short‑ and long‑term disability coverage.
• Paid parental leave and family‑friendly policies.
• Well‑being programs, including fitness stipends, mental health resources, and healthy lifestyle initiatives.
• Access to a flexible spending platform (myFlexPay) for early wage access.
• Regular team events, virtual coffee chats, and recognition programs.

Remote Work Requirements

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

• A dedicated, quiet workspace with a high‑speed broadband connection (minimum 15 Mbps download, 5 Mbps upload, ping
• Hardwired internet connection and surge protection for company‑issued equipment.
• Availability to work a scheduled shift of 8 a.m. – 5 p.m. Central Time.
• Flexibility to travel up to 10% of the time for client or internal meetings.

How to Apply

Ready to make a tangible impact on patient care and join a forward‑thinking team? Submit your application today through our careers portal: Apply to this role. The application window closes on November 20, 2026, so act quickly to secure your spot.

brighthush – Where Innovation Meets Compassion

At brighthush, we celebrate the power of diversity, inclusion, and collaboration. We are committed to creating an environment where every employee can thrive, contribute, and grow. If you are a driven, customer‑focused leader ready to shape the future of specialty pharmacy, we want to hear from you.

Join brighthush and help us bring life‑changing therapies to patients faster, together.