Experienced Customer Service Supervisor – Remote Leadership in Health Care Call Center

About brighthush

brighthush is a purpose‑driven, award‑winning health care organization that has been transforming the industry for over a century. Our mission is simple yet powerful: create a person‑focused and economically sustainable health care system that makes every member’s journey smoother and more empowering. We do this by combining cutting‑edge technology, data‑driven insights, and a culture of compassion, collaboration, and continuous improvement.

Whether you’re helping members navigate benefits, supporting providers with billing and compliance, or innovating new digital tools, you’ll be part of a team that values every voice and celebrates every success. At brighthush, we believe that a career is more than a paycheck – it’s a chance to grow, to learn, and to make a real difference in people’s lives.

Role Overview

We’re looking for a dynamic Customer Service Supervisor who thrives in a fast‑paced, high‑volume call center environment. In this remote role, you’ll lead a team of dedicated customer service agents who serve health plan members and providers across the United States. Your leadership will drive first‑contact resolution, elevate service quality, and foster a culture of continuous learning and empowerment.

As a supervisor at brighthush, you’ll be a pivotal link between frontline agents, cross‑functional teams, and senior leadership. You’ll coach, mentor, and inspire your team to exceed performance metrics while maintaining a supportive, inclusive workplace that encourages professional growth.

Key Responsibilities

• Team Leadership & Coaching: Assign and prioritize daily workloads, set clear performance goals, and conduct regular one‑on‑one and team coaching sessions to reinforce best practices and address skill gaps.
• Performance Management: Monitor individual and team metrics—such as call volume, average handle time, quality scores, and first‑contact resolution—to ensure alignment with departmental standards and regulatory requirements.
• Talent Development: Oversee onboarding, training, and continuous development programs; conduct performance reviews; identify succession plans; and manage hiring, counseling, and retention initiatives.
• Process Improvement: Identify bottlenecks, analyze trends, and propose data‑driven solutions to enhance productivity, quality, and customer satisfaction. Lead special projects and cross‑functional initiatives that drive operational excellence.
• Compliance & Quality Assurance: Participate in compliance audits (MTM, URAC, etc.), report findings, and ensure the team adheres to medical policy, guidelines, and company timelines.
• Escalation Management: Act as the first point of escalation for complex member or provider issues, demonstrating servant leadership by resolving calls to closure and ensuring a positive experience.
• Stakeholder Collaboration: Partner with internal teams—such as Billing, Claims, and IT—to remove barriers, share insights, and align on strategic objectives.
• Technology Adoption: Champion the use of AI tools and other productivity technologies to streamline workflows, enhance decision‑making, and improve agent performance.
• Reporting & Analytics: Prepare and present regular reports on team performance, improvement initiatives, and compliance metrics to senior leadership.

Essential Qualifications

• Bachelor’s degree in Business, Health Care Administration, or a related field.
• Minimum of three years of experience in a high‑volume call center, preferably within the health care or insurance industry.
• Demonstrated leadership or supervisory experience, with a proven track record of coaching and developing high‑performing teams.
• Strong analytical skills: ability to identify trends, diagnose problems, and implement effective solutions.
• Excellent verbal and written communication skills across all organizational levels.
• Proficiency in Microsoft Office Suite, CRM systems, and call‑center platforms.
• Ability to work independently in a remote environment, managing multiple priorities with minimal supervision.

Preferred Qualifications

• Experience with AI‑powered customer service tools (e.g., chatbots, predictive analytics).
• Knowledge of health insurance regulations, compliance standards, and industry best practices.
• Certification in Customer Service Management or related fields.
• Experience managing a geographically dispersed or remote workforce.
• Background in data analysis and reporting using tools such as Power BI or Tableau.

Skills & Competencies

• Leadership: Inspiring and motivating teams, fostering a culture of accountability and continuous improvement.
• Strategic Thinking: Translating business goals into actionable plans and measurable outcomes.
• Problem Solving: Quickly diagnosing issues and implementing effective solutions.
• Customer Focus: Deep empathy for members and providers, ensuring every interaction reflects brighthush’s commitment to care.
• Adaptability: Thriving in a dynamic environment and embracing change as an opportunity for growth.
• Collaboration: Building strong relationships across departments and with external partners.
• Technology Savvy: Comfortable adopting new tools and leveraging data to drive performance.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in our people. As a Customer Service Supervisor, you’ll have access to:

• Structured leadership development programs that prepare you for senior management roles.
• Mentorship from seasoned executives who share their insights and experiences.
• Cross‑functional projects that broaden your skill set and expose you to new areas of the business.
• Continuous learning resources, including online courses, certifications, and industry conferences.
• Clear career pathways with defined milestones and performance metrics.

Work Environment & Culture

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

• Remote work flexibility for most roles, supported by robust technology and a strong virtual community.
• Commitment to diversity, equity, and inclusion—our employee resource groups and community outreach programs reflect this ethos.
• A culture of transparency, where feedback is encouraged and ideas are valued.
• Regular virtual town halls, team‑building events, and wellness initiatives that keep our remote workforce connected.
• Recognition programs that celebrate individual and team achievements.

Compensation & Benefits

While specific pay ranges vary by location, we offer a competitive base salary, performance‑based bonuses, and a comprehensive benefits package designed to support your health, well‑being, and financial security.

• Base Salary: Ranges from $60,000 to $98,000, depending on experience, location, and qualifications.
• Bonus: Target bonus of 12% of base salary, tied to individual and team performance.
• Health & Wellness: Medical, dental, vision, and mental health coverage for employees and eligible family members.
• Retirement: 401(k) with a generous company match and potential discretionary contributions.
• Paid Time Off: Generous PTO policy, 10 company holidays, and up to 12 weeks of paid parental leave after 12 months of service.
• Work‑From‑Home Support: Home office stipend, high‑speed internet reimbursement, and access to secure remote tools.
• Wellness Programs: Award‑winning initiatives that reward healthy habits and provide resources for physical and mental well‑being.
• Additional Perks: Employee Assistance Program, commute and parking benefits, and opportunities to volunteer through brighthush‑supported outreach.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization that values innovation, empathy, and excellence. You’ll:

• Work alongside diverse, talented teams building cutting‑edge solutions that transform health care.
• Enjoy a competitive salary and benefits that reflect your contributions.
• Grow your career with a company that invests in your professional development.
• Give back to your community through volunteer programs and community‑focused initiatives.
• Connect with colleagues who share your passions through employee resource groups.
• Experience a culture that celebrates success, encourages learning, and supports work‑life balance.

How to Apply

Ready to lead, inspire, and make a lasting impact? Submit your application today and join the brighthush family. We’re excited to learn how your experience and passion align with our mission to create a person‑focused, sustainable health care system.