Seasoned Remote Customer Care Supervisor – Championing Pharmacy Benefit Management Excellence, Customer Experience, and Continuous Improvement at brighthush

About brighthush and the Opportunity

brighthush is more than a pharmacy benefit management (PBM) provider; it is a movement that reimagines how medication access is delivered across the United States. By placing patients, providers, and employees above profit, we are transforming the PBM landscape into a model of transparency, innovation, and compassionate care. Our mission is simple yet powerful: improve health outcomes through clear communication, cutting‑edge technology, and a relentless focus on the human experience.

As a purpose‑driven organization, brighthush empowers its teams to make a tangible difference in the lives of millions of members while advancing the future of pharmacy. We are looking for a dynamic, results‑oriented Remote Customer Care Supervisor to join our fully remote workforce. In this role, you will lead a high‑performing team that drives daily production goals, supports key product offerings, and delivers exceptional service to our clients and members. If you thrive in a fast‑paced, regulated environment and are passionate about elevating customer experience, we want to hear from you.

Why This Role Matters

Customer care is the heartbeat of any PBM. Every interaction you oversee shapes the perception of brighthush, influences member satisfaction, and ultimately drives the success of our partners—health plans, employers, community pharmacies, and technology vendors. As Supervisor, you will be the catalyst that turns operational excellence into measurable impact, ensuring that every member receives timely, accurate, and compassionate support.

Key Responsibilities

• Team Leadership & Performance Management: Oversee workload distribution, capacity planning, and quality metrics to ensure service level agreements (SLAs) and turnaround times are consistently met. Coach and mentor team members, set clear priorities, and provide constructive feedback to foster continuous improvement.
• Talent Development: Own the full talent lifecycle for your team—goal setting, performance reviews, coaching, discipline, and professional development plans. Partner with HR to identify skill gaps and create targeted training initiatives that align with brighthush’s strategic objectives.
• Subject Matter Expertise (SME): Serve as the go‑to expert for complex escalations across our product portfolio, including Benefit/Network/Formulary Design, e‑Prescribe, Claims Processing, Integrated Product Solutions, Consumer‑Directed Health Plans, Medicaid, and Medicare. Provide research support, project leadership, and audit guidance.
• Process & Documentation Management: Maintain and update Standard Operating Procedures (SOPs), Desktop Procedures (DTPs), training manuals, and related tools to ensure alignment with best practices and regulatory requirements.
• Issue Resolution & Client Satisfaction: Resolve escalated client inquiries by conducting root cause analysis and delivering timely, effective solutions that preserve client trust and retention.
• Cross‑Functional Collaboration: Work closely with product, compliance, technology, and business development teams to drive continuous improvement initiatives and support new product rollouts.
• Continuous Improvement & Innovation: Identify opportunities to streamline processes, reduce costs, and enhance the customer experience. Champion data‑driven decision making and implement best practices across the organization.
• Compliance & Security: Ensure all team activities comply with applicable legal, regulatory, and contractual requirements, and uphold brighthush’s security responsibilities and controls.
• Other Duties: Perform additional responsibilities as assigned by leadership to support business objectives.

Essential Qualifications

• Bachelor’s degree in Business, Healthcare Administration, or a related field, or equivalent combination of education and experience.
• Minimum of 3 years’ experience in Operations Management, Pharmacy Benefit Management, Healthcare, Insurance, or a highly regulated market.
• Proven track record of leading and developing high‑performing teams in a remote or hybrid setting.
• Strong analytical, problem‑solving, and decision‑making skills with the ability to translate data into actionable insights.
• Excellent verbal and written communication skills, with the ability to influence stakeholders at all levels.
• Demonstrated ability to manage multiple projects simultaneously while maintaining quality and meeting deadlines.
• Eligibility to work in the United States without the need for visa sponsorship.

Preferred Qualifications

• Experience in Pharmacy Benefit Management or the broader healthcare industry.
• Hands‑on knowledge of RxClaims processing and related systems.
• Prior supervisory or people‑management experience in a regulated environment.
• Familiarity with e‑Prescribe platforms, Consumer‑Directed Health Plans, or Benefit Edit Tools.
• Knowledge of Medicaid and Medicare plan operations.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, motivate, and develop a remote team.
• Customer‑Centric Mindset: Passion for delivering outstanding service and resolving complex issues.
• Process Optimization: Expertise in mapping, documenting, and improving operational workflows.
• Data Analysis: Proficiency in using metrics and dashboards to drive performance.
• Regulatory Knowledge: Understanding of HIPAA, ACA, and other healthcare compliance frameworks.
• Technology Savvy: Comfortable with CRM, ticketing systems, and cloud collaboration tools.
• Adaptability: Thrives in a dynamic environment with evolving priorities.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As Supervisor of Customer Care, you will:

• Advance to senior leadership roles such as Director of Customer Experience or Head of Operations.
• Participate in cross‑functional projects that shape the future of pharmacy benefit management.
• Access continuous learning programs, including industry certifications, leadership workshops, and technology training.
• Receive mentorship from seasoned executives who are committed to your professional development.
• Influence company strategy and contribute to a culture of innovation.

Work Environment & Culture

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

• Inclusive teamwork that celebrates diverse perspectives.
• Open communication channels that keep everyone informed and engaged.
• Recognition programs that celebrate achievements and milestones.
• Commitment to work‑life balance, with flexible scheduling and generous paid time off.
• Regular virtual town halls, hackathons, and wellness initiatives that foster community.

Compensation, Perks & Benefits

While the exact salary range for this role is $59,000 – $94,000, depending on experience and skills, brighthush offers a comprehensive benefits package that includes:

• Competitive base salary and performance‑based bonuses.
• Health, dental, and vision insurance plans with employer contributions.
• 401(k) retirement plan with company match.
• Unlimited paid time off and flexible work arrangements.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including virtual fitness classes and mental health resources.
• Annual company retreats and team‑building events.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization that is reshaping the pharmacy benefit management industry. You’ll work with a talented, collaborative team that values innovation, integrity, and impact. Your leadership will directly influence the quality of care our members receive and the efficiency of our operations.

We are committed to creating an inclusive workplace where every voice is heard and every employee can thrive. If you are ready to bring your expertise, passion, and leadership to a company that truly cares about people, we encourage you to apply today.

How to Apply

Ready to take the next step in your career? Submit your resume and a cover letter highlighting your relevant experience and why you’re excited about this opportunity at brighthush. We look forward to exploring how you can help us continue to deliver exceptional customer care and drive innovation in pharmacy benefit management.