Seasoned Remote Customer Support Supervisor – Leading Healthcare Service Excellence, Quality Assurance, Process Innovation, and High‑Performance Team Leadership at brighthush

About brighthush – Pioneering the Future of Healthcare Delivery

In today’s fast‑moving healthcare landscape, data, connectivity, and patient experience are converging to create unprecedented opportunities for improvement. brighthush is at the forefront of this transformation, empowering health systems, payers, and providers to deliver better, faster, and more compassionate care through cutting‑edge technology, advanced analytics, and a human‑centered approach. By blending clinical expertise with data‑driven insights, we help our partners streamline operations, elevate patient outcomes, and achieve cost efficiencies across the board. Whether you are a clinician, a payer executive, or a frontline support agent, brighthush equips you with the tools you need to make a measurable difference in patient care.

Remote work is no longer a perk—it’s a strategic advantage. brighthush embraces a fully remote‑first culture, allowing you to join a high‑performing, cross‑functional team from anywhere in the world. We thrive on innovation, collaboration, and a shared passion for transforming healthcare. If you are driven by the desire to lead people to excellence and to make a tangible impact on healthcare delivery, this is the place for you.

Why brighthush? The Vision & Mission

Our mission is simple: to empower every stakeholder in the healthcare ecosystem to deliver better, faster, and more compassionate care through technology, data, and human connection. We believe that the future of healthcare is built on three pillars: innovation, integration, and impact. As a Senior Remote Customer Support Supervisor, you will be at the heart of this mission, ensuring that every interaction with our clients reflects the highest standards of service and care.

Your Mission as a Remote Customer Support Supervisor

As the linchpin between frontline agents, technical teams, and executive stakeholders, you will steer a dedicated customer support squad that serves a diverse portfolio of healthcare clients. Your leadership will ensure that every interaction—whether clerical or clinical—meets the highest standards of accuracy, timeliness, and customer satisfaction. You will champion operational excellence, foster a culture of accountability, and act as the bridge that translates complex business needs into actionable, measurable outcomes.

Key Responsibilities

• Team Leadership & Development: Coach, mentor, and inspire a team of 5+ remote customer support agents. Provide daily guidance, performance feedback, and individualized career development plans that align with both personal aspirations and organizational goals.
• Operational Oversight: Monitor and manage service‑level agreements (SLAs), key performance indicators (KPIs), and quality metrics across both clerical and clinical workflows. Ensure that every metric is tracked, reported, and acted upon in real time.
• Quality Assurance: Design, implement, and maintain a robust quality program that includes measurable standards, regular audits, coaching sessions, and continuous improvement initiatives. Drive a culture where quality is everyone's responsibility.
• Issue Resolution: Investigate and resolve complex customer and operational issues. Escalate when necessary and collaborate with cross‑functional partners to deliver timely, effective solutions that exceed client expectations.
• Data Analysis & Reporting: Review operational and client reports, analyze data integrity, identify trends, and recommend actionable insights to senior leadership. Translate data into stories that inform strategy.
• Process Improvement: Lead initiatives that streamline workflows, reduce errors, and enhance the overall customer experience. Champion Lean or Six Sigma methodologies to drive measurable improvements.
• Compliance & Governance: Ensure all activities adhere to regulatory standards such as HIPAA and HITECH, as well as internal policies. Maintain a culture of compliance and ethical conduct across the remote team.
• Stakeholder Engagement: Build and nurture relationships with key client stakeholders, ensuring that their needs are understood and met. Act as the primary point of contact for escalated issues and strategic initiatives.
• Technology Enablement: Work closely with the product and engineering teams to provide feedback on platform enhancements, ensuring that the tools we use support the team's needs and improve efficiency.
• Talent Acquisition & Onboarding: Participate in the hiring process for new agents, ensuring that new hires align with brighthush’s culture and quality standards. Oversee onboarding to accelerate productivity and engagement.

Essential Qualifications

• Minimum of 2 years of direct supervisory experience in a customer service or contact center environment.
• Proven track record of managing teams of 5 or more, with responsibilities for performance, coaching, attendance, and daily operations.
• Experience overseeing SLAs, KPIs, quality metrics, and operational reporting in a fast‑paced, data‑driven setting.
• Demonstrated ability to develop and manage a quality assurance program, including performance standards, audits, coaching, and continuous improvement.
• Strong analytical, problem‑solving, organizational, and communication skills.
• Ability to manage complex clerical and clinical workflows, resolve escalated issues, and collaborate effectively with employees, management, clients, and cross‑functional partners.
• Proficiency with remote collaboration tools (e.g., video conferencing, chat, project management platforms) and customer support software.

Preferred Qualifications

• Background in healthcare operations, claims processing, or clinical support.
• Experience with remote team management and virtual collaboration tools.
• Knowledge of healthcare regulations such as HIPAA, HITECH, and relevant state compliance requirements.
• Familiarity with customer support platforms (e.g., brighthush) and data analytics tools (e.g., brighthush).
• Prior experience in a role that required continuous improvement methodologies such as Lean or Six Sigma.
• Certification in customer service excellence, project management, or healthcare administration is a plus.

Core Skills & Competencies

• Leadership & Influence: Ability to inspire and motivate a distributed team, fostering a culture of ownership and accountability.
• Strategic Thinking: Translate business objectives into actionable plans and measurable outcomes.
• Customer‑Centric Mindset: Deep empathy for client needs and a relentless drive to exceed expectations.
• Data‑Driven Decision Making: Leverage analytics to identify trends, diagnose problems, and recommend solutions.
• Adaptability & Resilience: Thrive in a dynamic environment, pivoting quickly to meet evolving priorities.
• Communication & Collaboration: Articulate complex ideas clearly to diverse audiences, from frontline agents to executive stakeholders.
• Problem‑Solving: Approach challenges with a structured, analytical mindset and a focus on sustainable solutions.
• Time Management: Prioritize tasks effectively in a remote, high‑volume setting.

Career Growth & Learning Opportunities

At brighthush, your professional journey is as dynamic as the healthcare landscape itself. We offer a structured career ladder that rewards performance, initiative, and continuous learning. Whether you aspire to move into senior leadership, specialize in data analytics, or transition into product development, we provide the mentorship, training, and resources you need to succeed.

Our learning ecosystem includes:

• Access to industry‑leading certifications in healthcare operations, data analytics, and quality improvement.
• Regular virtual workshops and webinars featuring thought leaders in healthcare technology and customer experience.
• Mentorship programs that pair you with senior leaders across functional areas.
• Opportunities to lead cross‑functional projects that influence product strategy and client success.
• Annual conference sponsorships and travel allowances for professional development.

Work Environment & Company Culture

Remote work is more than a location—it’s a mindset. At brighthush, we cultivate a culture that values transparency, collaboration, and well‑being. Our remote teams enjoy:

• Flexible scheduling that respects work‑life balance.
• Regular virtual town halls and team‑building events.
• State‑of‑the‑art collaboration tools that keep everyone connected, no matter where they are.
• A commitment to mental health, with access to counseling services and wellness programs.
• Inclusive hiring practices that celebrate diversity of thought, background, and experience.
• Community outreach initiatives that allow employees to give back to local health programs.

Compensation, Perks, and Benefits

While specific figures vary by role and experience, brighthush offers a competitive total‑reward package that includes:

• Base salary commensurate with market rates for remote customer support leadership.
• Performance‑based bonuses tied to team KPIs and client satisfaction metrics.
• Health, dental, and vision insurance with generous coverage options.
• 401(k) matching program to help you plan for the future.
• Unlimited paid time off and a generous parental leave policy.
• Home‑office stipend to ensure you have the tools you need to thrive remotely.
• Continuous learning stipend for courses, certifications, and conferences.
• Annual wellness allowance for fitness memberships, mental health resources, and ergonomic equipment.
• Employee stock purchase plan to share in the company’s growth.

How to Apply

Ready to lead a high‑impact remote team that transforms healthcare customer support? Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. Highlight any experience with remote team management, quality assurance, and healthcare operations. We look forward to exploring how your expertise can help brighthush continue to set the standard for excellence in the industry.

Join the brighthush Revolution

At brighthush, we don’t just provide solutions—we create a future where healthcare is more efficient, compassionate, and data‑driven. If you’re passionate about leading people, driving operational excellence, and making a real difference in patient care, we want to hear from you. Apply today and become part of a team that’s shaping the next generation of healthcare innovation.