Experienced Customer Service Operations Supervisor – Remote, Nationwide Field Leadership in Specialty Pharmacy Support

Introduction: Join brighthush and Transform Patient Care Nationwide

At brighthush, we are redefining the way specialty pharmaceutical manufacturers connect with patients. Our mission is simple yet powerful: remove barriers to care so that patients can access, afford, and remain on the therapies they need for a better quality of life. By combining deep expertise in pharma, payer, and hub services with cutting‑edge technology, we deliver best‑in‑class solutions that drive brand success and, most importantly, improve patient outcomes.

As a Customer Service Operations Supervisor at brighthush, you will be at the heart of this mission. You will lead a high‑performing remote team that delivers exceptional customer service and enrollment support across the United States. Your leadership will directly influence the quality of care patients receive, the satisfaction of our clients, and the long‑term growth of our specialty pharmacy operations.

Why brighthush?

• Impactful Work: Every day you’ll help patients gain access to life‑changing therapies faster and more efficiently.
• Innovative Culture: We continuously integrate advanced technologies to streamline patient onboarding, qualification, and adherence.
• Remote Flexibility: Work from anywhere in the U.S. with a dedicated, quiet workspace and high‑speed internet.
• Career Growth: Opportunities to advance into senior leadership roles, cross‑functional projects, and global initiatives.
• Inclusive Environment: brighthush celebrates diversity of thought, experience, and background, fostering a culture where everyone can be their authentic selves.

Key Responsibilities

As the Supervisor of Customer Service Operations, you will manage a team of up to 20 remote agents, ensuring they deliver world‑class service to patients and clients. Your day‑to‑day responsibilities include:

• Team Leadership & Development: Coach, mentor, and train team members in a 100% remote setting. Conduct regular 1:1 development sessions focused on performance and goal setting.
• Operational Oversight: Oversee daily operations of the patient access support contact center, ensuring smooth workflow and adherence to service level agreements (SLAs).
• Performance Management: Create and maintain Standard Operating Procedures (SOPs) and work instructions. Monitor key performance indicators (KPIs) and conduct weekly, monthly, and quarterly reviews.
• Process Improvement: Identify and implement process efficiencies to reduce manual work, improve accuracy, and enhance customer experience.
• Stakeholder Collaboration: Coordinate with senior leadership, the Advice and Counsel Center, and business partners to resolve complex program issues and deliver corrective actions.
• Recruitment & HR: Open job requisitions, conduct interviews, and provide personnel recommendations. Manage employee timecards and standard HR responsibilities.
• Client Engagement: Maintain regular contact with client and third‑party partners. Contribute to quarterly business reviews and present program metrics to senior leaders.
• Compliance & Reporting: Ensure adherence to internal policies, client contracts, and regulatory requirements. Report system issues that impact the client relationship management system (CRM) promptly.
• Team Communication: Host recurring team meetings (bi‑weekly/monthly) to discuss updates, process changes, SLA/KPI performance, quality assurance, and emerging trends.

Essential Qualifications

• Bachelor’s degree or equivalent work experience.
• 3–5 years of experience in patient support programs or related fields.
• Previous management or supervisory experience.
• Strong communication, presentation, and time‑management skills.
• Advanced proficiency in Microsoft Office (Word, Teams, Outlook, PowerPoint, Excel with pivot tables and basic formulas).
• Commitment to continuous personal and team development.
• Ability to work independently, prioritize tasks, and meet deadlines.
• Travel up to 10% may be required.

Preferred Qualifications

• Experience in the specialty pharmacy or pharmaceutical industry.
• Knowledge of payer and benefit investigation processes.
• Familiarity with CRM systems and data analytics tools.
• Experience managing remote teams and virtual collaboration platforms.
• Certification in customer service or operations management.

Skills & Competencies for Success

• Leadership: Inspire and empower a distributed team to exceed performance goals.
• Analytical Thinking: Translate data into actionable insights and process improvements.
• Customer‑Centric Mindset: Advocate for patients and clients in every decision.
• Adaptability: Thrive in a fast‑changing environment and manage multiple priorities.
• Collaboration: Build strong relationships across departments and with external partners.
• Technical Proficiency: Leverage technology to streamline workflows and enhance reporting.

Career Growth & Learning Opportunities

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

• Gain exposure to cross‑functional projects that shape the future of specialty pharmacy services.
• Participate in leadership development programs, mentorship, and coaching.
• Access a library of online courses, webinars, and industry conferences.
• Progress to senior management roles such as Director of Operations, Program Manager, or Vice President of Customer Experience.
• Contribute to strategic initiatives that influence national patient access strategies.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, collaboration, and innovation. Our culture is built on:

• Trust & Autonomy: You’ll have the freedom to manage your schedule while meeting performance expectations.
• Transparent Communication: Regular town‑hall meetings, virtual coffee chats, and open‑door leadership channels.
• Inclusive Values: We celebrate diversity and foster an environment where every voice is heard.
• Well‑Being Focus: Programs that support mental, physical, and financial health.

Compensation & Benefits

While the exact salary will depend on experience and location, the anticipated range for this role is $68,500 – $87,930 per year. In addition to competitive pay, brighthush offers:

• Medical, dental, and vision coverage.
• Paid time off and flexible vacation policy.
• 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.
• Wellness programs, including gym stipends and mental health resources.
• Access to early wage payment options via myFlexPay.
• Regular team‑building events and virtual social gatherings.

Remote Work Requirements

All U.S. residents are eligible to apply. The role is fully remote and requires:

• A dedicated, quiet, private workspace free from distractions.
• High‑speed broadband internet (minimum 15 Mbps download, 5 Mbps upload, ping ≤30 ms).
• Hardwired connection to the router with surge protection.
• Access to a computer, headset, and other equipment provided by brighthush.

How to Apply

Ready to make a difference in patient care and lead a high‑performing remote team? Submit your application today and join the brighthush family. We’re excited to meet talented leaders who share our passion for innovation and patient advocacy.

Click the link below to start your application:

Apply to brighthush Today

brighthush’s Commitment to Diversity and Inclusion

brighthush is an Equal Opportunity Employer. We celebrate the power of our differences and ensure that every employee can be their authentic selves. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, disability, sex, sexual orientation, gender identity, pregnancy, veteran status, marital status, creed, or any other status protected by law.

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Contact Information

For any questions or assistance with your application, please email us at [email protected].