Senior Customer Service Manager – Healthcare Contact Center & Scheduling Operations Leadership at brighthush

About brighthush and the Opportunity

brighthush is a leading provider of innovative healthcare solutions, dedicated to delivering exceptional service to veterans, service members, and their families across the United States. With a mission to streamline care coordination and enhance patient experience, brighthush operates a nationwide network of clinics, diagnostic centers, and support services. We are committed to fostering a culture of continuous improvement, collaboration, and professional growth.

We are currently seeking an experienced Senior Customer Service Manager to lead our customer service and scheduling operations. This role is pivotal in ensuring that every call, appointment, and follow‑up is handled with precision, empathy, and efficiency. If you thrive in a fast‑paced, data‑driven environment and are passionate about elevating service quality, we want to hear from you.

Key Responsibilities

• Leadership & Team Management: Direct a distributed team of supervisors and frontline agents responsible for inbound and outbound interactions, appointment scheduling, rescheduling, follow‑ups, and provider‑location coordination.
• Operational Excellence: Own performance against contractual and internal metrics, including call handling times, scheduling accuracy, queue aging, and service recovery. Establish targets, monitor trends, and implement corrective actions.
• Workforce & Capacity Planning: Design staffing models, coverage schedules, and cross‑training plans to ensure predictable service delivery. Coordinate capacity forecasts with Provider Relations, clinics, diagnostics, and operations to mitigate disruptions.
• Process & System Improvement: Continuously evaluate and enhance contact‑center systems, scheduling platforms, call routing, automation, reporting, scripts, and end‑to‑end workflows. Reduce avoidable delays, rework, and administrative burden while improving service quality.
• Escalation Management: Oversee sensitive escalations and government‑facing issue support through authorized contract leadership channels. Ensure complete factual records and timely follow‑up.
• Budget & Resource Oversight: Review staffing budgets, workforce forecasts, capacity constraints, system limitations, trend reports, and operational risks. Prioritize and sponsor technology or workflow enhancements in partnership with IT and operational teams.
• Compliance & Governance: Ensure adherence to contract‑specific communications, accessibility, privacy, information security, and appointment coordination procedures.
• Performance Management: Conduct performance reviews, development plans, succession planning, and corrective actions for supervisors. Hold supervisors accountable for action plans addressing missed or at‑risk metrics.
• Continuous Improvement: Set an ongoing improvement agenda for call‑center and scheduling operations. Sponsor process mapping, root‑cause analysis, system enhancements, and cross‑functional changes with measurable benefits.
• Team Engagement: Manage a high‑performing virtual team, ensuring seamless communication, productivity, and alignment on strategic goals. Conduct weekly virtual check‑ins and one‑on‑ones to maintain high engagement and retention rates.

Essential Qualifications

• Bachelor’s degree in Business Administration, Healthcare Management, or a related field.
• 15+ years of progressive experience in customer service, contact‑center, appointment scheduling, or case management operations.
• 7+ years of supervisory or managerial experience, with a proven track record of leading high‑volume teams.
• Demonstrated ability to manage service‑level results, staffing, operational reporting, customer escalations, and complex cross‑functional workflows.
• Strong analytical skills, workforce planning expertise, financial stewardship, and effective communication.
• Knowledge of privacy, information security, and contractual escalation requirements.
• Ability to obtain and maintain a public trust clearance.

Preferred Qualifications

• Experience leading multi‑site or distributed federal healthcare or other federal program contact‑center and scheduling operations.
• Proficiency with process improvement methodologies, workforce management platforms, dashboards, and contract performance governance.

Skills & Competencies

• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Change Management & Adaptability
• Stakeholder Collaboration
• Customer‑Centric Mindset
• Technical Proficiency (CRM, workforce management tools, reporting suites)
• Leadership & Coaching
• Compliance & Risk Management

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Senior Customer Service Manager, you will:

• Lead cross‑functional initiatives that shape the future of our service delivery.
• Mentor and develop the next generation of leaders within the organization.
• Participate in executive‑level strategy sessions and contribute to organizational direction.
• Access to continuous learning programs, certifications, and industry conferences.
• Opportunity to transition into broader operational or strategic roles within brighthush.

Work Environment & Company Culture

brighthush embraces a hybrid work model that balances flexibility with collaboration. Our remote‑first culture is supported by:

• State‑of‑the‑art virtual collaboration tools.
• Regular virtual town halls and team‑building events.
• Inclusive policies that celebrate diversity, equity, and belonging.
• Transparent communication from leadership to all levels.
• Commitment to work‑life balance and employee well‑being.

Compensation, Perks & Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses and incentive plans.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with employer match.
• Paid time off, holidays, and flexible scheduling.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, mental health resources, and support services.
• Technology stipend for remote work setup.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven organization that values innovation, collaboration, and service excellence. Your expertise will directly impact the lives of veterans and service members, ensuring they receive timely, compassionate care. We offer a dynamic work environment where your ideas are heard, your growth is supported, and your contributions are recognized.

Ready to Make an Impact?

If you are a seasoned customer service leader with a passion for healthcare and a proven ability to drive operational excellence, we invite you to apply. Join brighthush and help us transform the way veterans and service members experience care.