Seasoned Remote Customer Service Operations Supervisor – Specialty Pharmacy & Patient Support Leadership – Championing Patient Access, Engagement, and Operational Excellence at brighthush
About brighthush
brighthush is a trailblazer in the specialty pharmacy arena, redefining how patients, payers, and providers collaborate to bring life‑changing therapies to those who need them most. With a history of innovation that spans pharmaceutical distribution, payer integration, and cutting‑edge digital solutions, brighthush empowers manufacturers, insurers, and healthcare teams to deliver seamless, patient‑centric care. Our mission is simple yet powerful: 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 just outside Dallas, Texas, brighthush blends deep industry expertise with advanced technology to streamline patient onboarding, eligibility verification, and adherence monitoring. We pride ourselves on a culture of relentless innovation, collaboration, and a laser focus on outcomes—both for our patients and our partners. Whether you’re a seasoned professional or an emerging leader, brighthush offers a dynamic environment where your impact is felt across the entire patient journey.
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.
Why This Role Matters
In the rapidly evolving specialty pharmacy landscape, the ability to connect patients with the therapies they need is more critical than ever. As the Supervisor, you will shape the experience that patients, payers, and providers have with brighthush. Your leadership will directly influence patient outcomes, partner satisfaction, and the operational excellence that sets brighthush apart in a crowded market. This is a unique opportunity to drive meaningful change in a sector that directly impacts the health and well‑being of thousands of individuals.
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. Conduct regular 1:1s, performance reviews, and career development planning.
- Operational Oversight: Manage daily operations of the patient access support contact center, ensuring service level agreements (SLAs) are met and exceeded. Oversee scheduling, shift coverage, and resource allocation to maintain optimal staffing levels.
- Performance Management: Monitor individual and team KPIs, conduct data‑driven performance analyses, and implement corrective actions to drive continuous improvement. Champion a culture of high performance and continuous learning.
- Process & SOP Development: Create, update, and enforce Standard Operating Procedures and work instructions that align with client contracts and internal policies. Lead process mapping initiatives to identify bottlenecks and streamline workflows.
- Reporting & Analytics: Prepare and present weekly, monthly, and quarterly dashboards to senior leadership, highlighting trends, opportunities, and risk areas. Leverage analytics tools such as Tableau, Power BI, or custom Excel dashboards.
- Change Management: Evaluate, test, and approve program changes—including IT platform upgrades, business rule modifications, and new process implementations—to enhance operational efficiency and customer experience.
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